Terms & Conditions
1. Description and price of the goods
1.1 The description and price of the goods you order will be as shown on our website at the time you place the order.
1.2 The goods are subject to availability. If any of your goods are not available in stock, we will inform you as soon as possible regarding an expected date of delivery. If this date is unacceptable you will be offered a full refund.
1.3 Every effort is made to ensure that prices on our website are accurate, however, if an error is found, you will be informed as soon as possible. You will then be offered the opportunity to reconfirm your order at the correct price, or cancelling your order and having a full refund. In the event that there is a pricing error on our website www.bathroomsupastore.com will not be bound to honour any orders made at that price.
1.4 All deliveries will be subject to a delivery charge. Please note that certain remote locations may incur an additional carriage charge. If your delivery address falls under this category you will be notified as soon as possible. You will then be offered the opportunity to accept the additional cost or to cancel your order and receive a full refund.
1.5 All images, descriptions and specifications on our site are a guide and best indication we can give of the original item. Please bear in mind that all items have been photographed with studio lighting. We endeavour to provide the correct information at all times, however it is advised that all items ordered are carefully checked and measured prior to any installation taking place. We cannot be held liable for any fitting costs if the item has not been checked and found to be incorrect after installation has begun.
1.6 Unless otherwise stated, nominal dimensions are used for the sizing of our products. For example, a wetroom panel advertised as 800mm may actually measure slightly less than this. These slight variations are considered normal within the industry and fall within acceptable tolerance levels when fitted with the appropriate fittings.
1.7 Any query regarding a manufacturing defect, has to be referred back to the manufacturer. We can not deem a fault a manufacturing one. If you are concerned about any issue, please be sure to contact us prior to installation so we can contact the manufacturer for you and check on the issue.
1.8 We advise that all queries are made before purchasing. If an item arrives with you and doesn't function as you expect we can not be held liable for this. Any conversations that take place via email, telephone or chat are answered to the best of our ability. Please try to be as specific as possible with your questions so we can reduce any misunderstandings during these conversations.
2. Payment
2.1 Payment for the goods and delivery charges can be made by any method shown on our website. Payment will be due before the delivery date.
2.2 No deliveries will be made until cleared funds are received.
2.3 Payment will be deducted at the time the order is placed, even if an item is on back order. The payment allows us to order in and reserve the item for you.
3. Cancellation of orders
3.1 To cancel you order please e-mail sales@bathroomsupastore.com. Orders cannot be cancelled once they have been dispatched and special orders cannot be cancelled at all. If your e-mail is received prior to despatch and providing it is not a special order you will receive a full refund and an e-mail confirmation. If you no longer require goods that have been dispatched or received, you will have to return them under our returns policy (special orders cannot be returned). If you cancel with the courier directly or refuse the delivery you will be charged the original delivery and also a collection charge for the items.
3.2 Special orders, for example whirlpool baths and walk in baths, can not be cancelled. We will notify you via email if your order is considered a special order. We will need to be informed if you want to go ahead or cancel before we order the item. Not replying may delay the arrival of these items.
3.3 Cancelled orders are subject to a cancellation payment processing fee
4. Delivery
4.1 The goods you order can only be delivered to the address you give when you place the order. We cannot change the address after this has been placed. You can select alternative shipping and billing address' at checkout.
4.2 If delivery cannot be made to your address for any reason we will inform you as soon as possible and you will be offered a full credit.
4.3 We endeavour to deliver most products within 7 days, however some larger items may take longer. All delivery dates given are provisional and no liability is accepted in respect of late deliveries. Goods are subject to availability and you will be notified as soon as possible should there be any delays. We strongly advise that you do not book plumbers until your goods have arrived and have been checked. We are not liable for any compensation due to delays or damages.
4.4 If your delivery is shipped on a pallet, the courier will contact you directly to book in the delivery. Once the date is booked in with the pallet company directly you must ensure you are available on this date, if you are not a re-delivery charge may be incurred.
4.5 The delivery will be made by a single driver who will deliver parcels to your door, however, large items will be dropped at the kerb side only via a tail lift. It will be your responsibility thereon. It is strongly recommended that at least 2 able bodied persons are available to receive the delivery and carry the goods inside, after inspection.
4.6 Please be advised that your order could be delivered via a 40 tonne lorry vehicle. If your delivery address is not on a public highway the driver will deliver to the nearest point that is on a public highway. If the driver is unable to arrange a suitable place to deliver the item, this will be returned to the depot. You may be able to arrange to collect the item from your local depot or it will be returned to us and refunded. Please do make us aware of any issues that may effect deliveries such as access or parking restrictions.
4.7 In the event that the customer wishes to send back their goods for testing, the customer is liable for the cost of returning their goods
4.8 Upon receipt of your order you will be asked to sign for the goods. No goods will be delivered if there is no one available to sign.
4.9 Ensure your order is inspected thoroughly upon delivery with the delivery driver (the driver will have 20 minutes from his arrival time) and if any item is damaged, please refuse delivery. Make a note of the damaged item on the delivery paperwork and email us immediately with the details.
4.10 Once the driver has left the items with you, it is imperative the order is fully checked. Everything must be opened to check for obvious signs of damage i.e., large cracks or smashed goods and that no items are missing. All obvious damages, defects and incomplete orders must be reported to us within 72 hours of arrival via email or telephone. We cannot issue replacements if obvious damage is reported after this time. We understand that smaller damages, i.e. hairline cracks on baths and shower trays, may not be found until installation however, we do need these to be reported to us within 14 days of arrival.
4.11 If, after arrival, items are being stored for any period of time before use, they are your responsibility. We cannot be held responsible for any damages that occur between arrival and being installed, so please remove all the packaging and clearly check for damages. This also applies to any items that are being moved within the home or to another location. Any damages found after arrival to the new location will not be entertained. It is imperative we are made aware of any faults or damages before the items are stored or moved.
4.12 Please do not fit any damaged goods, as we are unable to replace or refund damaged items after they have been installed. Ensure all packaging, including any films, have been removed and the items fully inspected prior to installation. If you find your items have arrived damaged, please get in touch with us. We can NOT investigate any damages reported after installation has begun.
Please note that all goods must be thoroughly inspected on delivery and any obvious damages must be notified to us in writing to sales@bathroomsupastore.com within 72 hours. Any obvious damages reported after this time will not be entertained.
4.13 There are some postcodes that we are unable to deliver to at this time. If you order using an alternative and ask us to change the address we will not be able to deliver to you. The only way you will be able to order is by arranging collection of the goods from our warehouse yourself. Please contact us to ask how to do this. We are unable to ship to AB, BT, DD, GY, HS, IM, IV, JE, KA27 to KA28, KW, PA, PH, PO30 to PO41 and ZE. We apologise for any inconvenience this may cause.
5. Returns Policy – changed your mind
5.1 If you change your mind about the products received you can return them providing we are notified by e-mail within 14 days. Special order items cannot be returned.
5.2 Due to the nature of the products sold we can't offer an exchange on any items. If you want a different size, colour or alternative item you will need to place a new order for this and return the original item for a refund.
5.3 It is your responsibility to ensure that returned goods reach us in good condition. They must be in their original packaging and suitable for resale. If the value of the item has been reduced due to damage to the packaging or an imperfect alternative has been used as a substitute in the event of the item being returned then we reserve the right to ask you to pay or to reduce your refund
5.4 You will be responsible for arranging the return and the cost of this. We strongly suggest that you choose a tracked and insured method of postage, which covers you against transport damage. If the item arrives with us in an unsaleable condition a refund will not be issued. Any items returned to us and found to be damaged, we will email to let you know and you must inform us by email, if you want the item. We will only hold damaged returns for up to 7 working days from date the item was received before they are disposed for health and safety reasons, if we are not notified in writing of your intentions
5.5 If you have ordered the wrong product or have changed your mind regarding your order after the order has been despatched then the product must be accepted from the delivery driver. If refused, an appropriate fee set by the carrier will be charged for the return of the product to us.
5.6 All refunds issued by Bathroom Supastore will be minus restocking charge and any applicable administration fees, unless the items are faulty.
6. Warranty and Liability
6.1 All products supplied via our website come with a 12 month guarantee. Any guarantees that are longer than 12 months are provided by the manufacturers and are not in any way backed or endorsed by Bathroom Supastore. Manufacturers warranties are passed on in good faith but they do not form any part of your contract with Bathroom Supastore. It is advised you check whether extended guarantees need to be registered with the manufacturer of the product. Please note that if a manufacturer becomes insolvent the remaining guarantee period will be lost.
6.2 In most cases the manufacturers provided an after sales team who will help you with any problems. If required Bathroom Supastore will provide you with the contact telephone numbers of the manufacturer in order that you can contact them directly.
6.3 All guarantees apply when items are used in a domestic environment only.
7. Checking for missing items
7.1 You must check your delivery is full and correct and if possible mark any missing or incorrect items on the delivery paperwork. If this is not possible all errors must be reported to us by e-mail to sales@bathroomsupastore.com within 72 hours. Claims for incorrect or missing items after this time will not be entertained.
8. Carrier damage
8.1 Please inspect for carrier damage by thoroughly checking the packaging. Please check for any obvious transit damage and if found refuse the delivery. You must either sign in good condition or mark the delivery paperwork as damaged. If you sign for the goods, even if you write the words “unchecked” or similar on the delivery note, then you are accepting that the goods arrived without any obvious external damage and later claims for carrier damage will not be entertained.
8.2 If someone else is signing for the goods on your behalf you must advise them that the goods must be checked as in accordance with clause 8.1 above.
8.3 Please be aware that if you accept delivery of any glass / ceramic goods and later find them to be damaged, we are unable to collect these. Any broken glass / ceramic must be disposed of at your convenience. It can't be returned to us for health & safety reasons.
8.4 Please do not fit any damaged goods, as once these are installed the manufacturer will not be liable for any issues reported. Please understand that most issues reported after items are installed could have been caused by the process of installation.
9. Data protection
9.1 The supplier will take reasonable precautions to keep the details of your order and payment secure but unless the supplier is negligent, the supplier will not be liable for unauthorised access to information supplied by you.
10. Technical data and images
10.1 All images and technical information on this site are for guidance and illustrative purposes only.
