Skip to content

Refund Policy

REFUND AND RETURNS POLICY

This does not affect your statutory rights as a consumer.

We do everything we can do to ensure we send you the items you have ordered or you collect the items in perfect condition.

However, sometimes things can go wrong. If you are dissatisfied with any aspect of your order or customer service experience, and the problem is our fault or the fault of one of the companies we use to ship your order to you, we will take steps to resolve the problem entirely at our own expense.

See below for details.

 

Damaged goods - please inform us within 7 days

Please contact us by phone or email within 7 days of receipt of your order.

Failure to report a damaged item within 7 days will invalidate your right to any refund or replacement.

We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return.

 

Incorrect or missing goods - please inform us within 7 days

Please contact us by phone or email within 7 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 7 days will invalidate your right to any refund or replacement.

If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return.

 

Goods not as described - please inform us within 7 days

Please contact us by phone or email within 7 days of receipt of your order. Failure to report goods not as described within 7 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.

We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return.

 

Faulty goods - please inform us within 30 days

If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 30 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, The Bathroom Accessory Company will not accept responsibility for goods after more than 30 days.

We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return.

 

Dissatisfaction caused by customer error or decision

If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details.

 

Incorrect details - please inform us immediately

If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimise any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.

However, we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries.

 

Unwanted or mis-ordered goods - please inform us within 7 days

Please contact us by phone or email within 7 days of receipt of your order.

Failure to report unwanted goods within 7 days will invalidate your right to any refund or replacement.

It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing.

Please get in touch and explain clearly which items you don't want, and whether or not you'd like something else instead. Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund or replacement once we have received the goods and confirmed they are in re-saleable condition.

Once we have confirmed satisfactory receipt we will as per our previous agreement either refund you the price paid for the goods or dispatch replacement goods of equal value. Should you request replacement goods of greater or lesser value, a partial refund or secure surcharge will be arranged by the customer service team.

 

Mis-entered delivery details

If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge.

 

Returning Goods

When you return goods to us, please enclose information pertaining to the return. The information we need is:

Your name and order number.
Written confirmation of what items you have returned
Written confirmation of the reason for your return
Written request for either refund or replacement as appropriate.

Please also tell us whether or not you have already contacted our customer service team regarding this return.

If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.

 

Proof of breakages

The Bathroom Accessory Company reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.

 

For further information, please contact info@thebathroomaccessorycompany.com