Refund policy

RETURNS & REFUNDS POLICY

We want returns to be handled safely and efficiently, particularly because many bathroom products are large, heavy, fragile or require specialist transportation.

Nothing in this policy affects your statutory consumer rights.

Change-of-mind cancellations

If you are a consumer purchasing online, you normally have 14 days from the day you receive your goods to tell us that you wish to cancel your purchase.

After notifying us of your cancellation, you normally have a further 14 days to return the goods.

To request a return, please contact us before sending anything:

Email: info@united-bathrooms.co.uk
Telephone: 020 8930 8249

Please provide your order number and details of the product you wish to return.

IMPORTANT — RETURN AUTHORISATION AND RETURN ADDRESS

ALL RETURNS MUST BE REQUESTED AND APPROVED BY UNITED BATHROOMS BEFORE THEY ARE SENT.

DO NOT SEND RETURNS TO OUR REGISTERED OFFICE AT 166 COLLEGE ROAD, HARROW. THIS IS NOT A RETURNS ADDRESS OR GOODS-RECEIVING FACILITY.

Once your return has been approved, we will provide you with the correct return address and any relevant return instructions.

The return location will depend on the nature, size, brand, manufacturer or supplier of the product. Goods may need to be returned to one of our storage locations, a warehouse, supplier, manufacturer or another designated returns facility.

Goods must only be returned to the address specifically provided by United Bathrooms for that particular authorised return.

Goods sent without prior authorisation or sent to an incorrect address may not be capable of being accepted or processed and may result in additional transportation or handling costs where legally permitted.

Cost of change-of-mind returns

For change-of-mind cancellations, the customer is responsible for the cost and safe transportation of the goods back to the return address provided by us, unless we expressly agree otherwise.

Bathroom furniture, sanitaryware, mirrors, shower enclosures and other large, heavy or fragile products may require a specialist courier or pallet transportation.

Please contact us before arranging transportation so that we can provide the correct return location and instructions.

Condition of returned goods

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as they would reasonably be able to do in a shop.

Returned goods should be complete with all components, accessories and documentation.

Goods should not be installed, fitted, drilled, cut, altered, used or damaged.

Where goods have been handled beyond what is reasonably necessary and this results in a reduction in their value, United Bathrooms reserves the right to make a deduction from the refund reflecting the actual reduction in value, as permitted by law.

This may include goods that have been damaged, scratched, marked, installed, fitted, drilled, cut, altered or used, or where components or accessories are missing.

Where such treatment or damage means that the goods have no reasonable resale value, the reduction in value may amount to the full value of the goods where legally justified.

Damage to packaging may also be taken into account where unnecessary damage to the packaging materially reduces the resale value of the product.

We do not impose an automatic percentage restocking fee on consumers exercising their statutory cancellation rights.

Faulty, damaged or incorrect goods

The provisions above concerning change-of-mind returns do not limit your rights where goods are faulty, damaged when supplied, incorrectly supplied or not as described.

If you receive a product that is damaged, faulty, incomplete or different from what you ordered, please contact us as soon as reasonably possible.

We may ask you to provide photographs of the product, packaging, labels and any visible damage so that we can investigate the issue.

Please do not install, fit, drill, cut or modify a product that is visibly damaged, incorrect or obviously defective.

Depending on the circumstances and your statutory rights, the appropriate remedy may include repair, replacement, price reduction or refund.

Made-to-order and personalised goods

Certain goods that are genuinely made to your specifications, personalised or otherwise covered by a statutory exception may not qualify for the normal change-of-mind cancellation right.

Where applicable, this will be made clear before purchase.

A standard product is not automatically excluded from cancellation simply because United Bathrooms has ordered it from a supplier following your order.

This does not affect your statutory rights if goods are faulty, damaged when supplied, incorrectly supplied or not as described.

Refunds

Once a valid return has been received and assessed, we will process the refund in accordance with applicable UK consumer law.

For qualifying change-of-mind cancellations, the standard outbound delivery charge will also be refunded where required by law.

If you selected a more expensive delivery service than our least expensive standard delivery option, we are not normally required to refund the additional delivery cost.

Where permitted by law, we may withhold a refund until the returned goods have been received or you provide evidence that they have been sent back.

Refunds will normally be made using the same payment method used for the original transaction.