We want our customers to be happy with their purchases. We expect all of our products to be delivered in good condition and in good working order.
Unfortunately, due to unforeseen circumstances this can not always be the case, therefore we have a returns policy in place to cover these issues.
1) If your order is lost in transit we will contact the courier to ascertain what has happened. If necessary we will dispatch a replacement unit.
2) If your order is noticeably damaged on delivery, do not accept the consignment and do not sign for it. In all other cases of damage please contact us immediately to arrange the return of the item for examination. Government regulations state that you may examine the goods at your home as you would in a physical shop We must be informed of any damage or missing parts within 48 hours of the item being delivered. . No claims will be entertained after this time period. In cases of damaged goods we will arrange delivery of a replacement unit or a full refund less our original delivery costs. No refund can be made until the item has been returned to the manufacturers for inspection and a refund is authorised by them. Goods must be returned at your expense along with a copy of your delivery charge receipt within 14 days of you notifying us of your intention to the items. Once proved to be damaged we will refund your payment and your return delivery charge
PLEASE DO NOT RETURN ANY ITEMS WITHOUT CONTACTING US FIRST
3) If you are unhappy with the product for aesthetic reasons you may return them to the address shown above. Returns must be made within fourteen days of you first informing us of your intention to return the goods. The customer is responsible for the return postage costs. We must be informed in writing or by email of your intent to return any goods prior to you returning them Orders placed for goods made to customer's specifications or clearly personalised or non-stocked goods specifically ordered at the customer’s request (“Special Order Goods”) cannot be cancelled. Please note that the manufacturers will only accept returns on payment of a restocking fee of up to 50% of the value of the order after fourteen days have elapsed. The customer will be responsible for the safe return of the product.
4) If there is a problem with the goods, please contact as soon as possible. We may need to contact the manufacturer to help us assess the problem. The manufacturer may need to send an engineer to inspect the items in situ so please do not remove any fitted items until you are advised to do so.
5) Although we provide a free delivery service to our customers, we do of course pay for this service. We reserve the right to recover our delivery costs in the case of any returns.
6) In all cases of return, please attach a label to the outer packaging bearing our address. Please do not write on or attach anything to the manufacturers packaging. Please ensure the goods are in the manufacturers original packaging and packaged adequately to protect against damage. We highly recommend that you use an insured carrier for your own safety as we will make a charge for any goods which are returned damaged.
7) In accordance with the The Consumer Contracts (Information, Cancellation and
Additional Charges) Regulations 2013 you can cancel, in writing, at any time up to 14 days after the day of delivery. To cancel please email or write to us. If returning goods under this regulation it will be your responsibility to ensure that the goods are received by us in good condition. We suggest that insurance is taken out for the return of such goods as any goods returned damaged may not be refunded. Please note that delivery of goods is deemed to be a separate contract of services and is not covered by the cooling off period therefore any refund for goods returned under this regulation will be less our costs for delivering the order to you. This does not apply to special order items as detailed above.
We are unable to collect damaged goods or cancelled orders.
PLEASE NOTE THAT UNDER THE Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 WE HAVE UP TO 30 DAYS TO PROCESS ANY REFUNDS
Obviously, written descriptions and graphic images can not always correctly show the actual size and colours of some items. We highly recommend that before purchasing anything from the internet, you view the product at a bathroom showroom, plumbers merchants or similar. Your statutory rights are not affected by any of the above.
All our glass is Bespoke cut and toughened on Request of customer via a paid for order. No order will be processed without payment. The order will be supplied to the customers agreed finalized specification. If the glass is not cut to customer specification, we will seek to remake the panel correctly.
Customer specification can not be changed once submitted to production. Refunds will not be issued once a bespoke product is in production. We consider the point of customer payment to indicate all aspects of the order are finalized and confirmed. The customers glass is deemed approved and ready for production.
We may need to submit a plan via email for the customer to confirm. If we submit a plan for customer confirmation, we will need an email response confirming or refusing, or amending the plan. Even if a customer has paid, if we feel the need to confirm a design via a plan, we will not consider payment as the starting point of the production. The day the customer confirms the plan via email, will be the day we consider the order finalized and the starting point for production.