Returns & Delivery Checks

Checking Your Products on Delivery

We kindly encourage you to check your order as soon as it arrives.
If anything appears wrong, simply let our Customer Service team know within 48 hours using our online returns link. Photos help us resolve things quickly, so you can upload them straight through the form.
Once your report is submitted, one of our team will respond within 3 hours during office hours.
Weekend replies may take a little longer, but your report is logged the moment you send it, so you’re fully covered.

Our Returns Information

We want you to be fully happy with your purchase.
If you’ve changed your mind or are not happy with your purchase, then you’re welcome to return your item within 30 days of receiving your order.

Important Things to Keep in Mind

To keep everything smooth and stress-free:

• You can inform us of any damaged items within 14 days from receiving the goods using our online form service.
• Damaged items can’t be returned after 30 days of receiving goods.
• You may be asked to provide images of any damaged items received to assist in the process.
• Unwanted items can be returned at your own cost.
• Your return request must be raised within 14 days of receiving your order.
• The item must reach us no later than 30 days after your delivery has been received.
• Items must be unused, in their original packaging, and in a re-saleable condition so we can issue a full refund.
• We strongly recommend returning items using a service that includes insurance, as we’re unable to cover damage that occurs in transit.
• If an item arrives back with missing parts or damage, this will affect your refund.

Non-Returnable Items (Hygiene & Made-to-Order)

For hygiene and safety reasons, some products can’t be returned once opened, unless they are faulty. These may include:

• Toilet seats
• Shower hoses
• Used sanitaryware
• Opened or installed bathroom items
• Any made-to-order or personalised items

We clearly highlight these products on our website to help you make an informed choice.

Installed or Part-Installed Items

We always recommend checking you’re happy with your product before installation.
Once an item has been installed or part-installed, it can’t be returned unless it is defective under the manufacturer’s warranty.

How Refunds Are Issued

Once your return has been received and inspected, your refund will be issued to your original payment method.
Refunds typically take 3–5 working days to appear, depending on your bank or payment provider.
We’ll email you as soon as your refund has been processed.

Exchanges

We currently operate a refund-only returns process, so we don’t offer direct exchanges.
If you’d like a different item, simply place a new order once your refund has been received.