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Returns Information

Not satisfied, We are happy to help.

In the unlikely event that you are not satisfied with your purchase for any reason, you have the right to cancel your order. As per the distance selling regulations, you have the right to cancel an order, which starts the moment you place your order and doesn't end until seven working days from the day after you receive your goods. To cancel you must give written notice by email to sales@bathroomsupastore.com, giving details of the order number and goods ordered. Please note that any special orders cannot be cancelled.

 

Not happy? No problem, just follow these simple instructions!

 

Non Faulty Items:

On cancellation for any reason, the costs of returning the item to us are your responsibility. Before returning you must give written notice by email to sales@bathroomsupastore.com, giving details of the order number and goods being returned so we can provide the correct returns information for the item. Items must be returned to us unused and in the same condition as you received them, including all packaging. It is your responsibility to arrange the return of any item to us, including palletised items. The item must be returned to us in a re-saleable condition, or your refund may be rejected. All non faulty goods must be returned within 14 working days starting from the day after receipt of the goods. The package must include your name and order number and we ask that all goods are packaged suitably. Please note that no refund will be issued for the original delivery charge of all non faulty orders. Non faulty returns after 14 days will not be accepted.

 

Faulty Items:

Where goods are being returned due to a manufacturing defect, being damaged or the incorrect item has been received you must contact us as soon as this is noticed. We ask that all items are fully checked within the first 14 days of arrival. Any faults found with your order need to be reported to us immediatley. If a replacement is required we would require the faulty item returned before despatch or on some occasions we can arrange to collect at the same time as replacement is delivered. Please advise the details to us by email and send photos to us if possible. If items are being stored after arrival for a period of time before use, they are your responsibility. We can not be held responsible for any damages that occur between arrival and being fitted so it is imperitive we are made aware of any faults upon arrival.

 

Palletised Items:

For all large items that are palletised. All goods must be checked by yourself on delivery and signing the delivery note is confirming that you have accepted the goods in good condition. If someone else is signing for the goods on your behalf you must advise them that the goods must be checked. If any signs of visable damage is noticed, it is important to refuse delivery. If you change your mind about any item sent on a pallet it is your responsibility to return these. 

 

Conditions

Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
As stated above, notification of cancellation must be in writing, a telephone call is not a valid cancellation.
No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
We cannot refund engraved products once the engraving process has been completed, because the product has been personalised.
Please notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
If you are returning your product because it is defective, please state the defect or defects.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying all postage or shipping costs incurred when returning the product unless the product is faulty.
We recommend that all returns be sent using an insured and recorded delivery, so that a record of the return is available for you and you are able to claim with the courier for damages.