Returns Policy
What to do if you need to return an item, cancel an order, report damage or raise a fault.
Most items can be returned within 28 days Provided they are unused, in their original packaging and in resaleable condition. Some products cannot be returned once ordered or opened. The sections below explain what applies to each product type.
Standard Returns
Most items can be returned within 28 days, only if they are unused and in their original condition. Return postage is not covered by us - we recommend a tracked and signed-for service as we can't accept responsibility for parcels lost or damaged in transit. Download the returns form, include your order number, and send it to the address shown. Refunds are processed within 5 to 10 working days to your original payment method.
To be eligible for a return, items must be unused and in their original packaging and condition. Return postage is not covered by us, so we recommend using a tracked and signed-for service, particularly for higher-value items. We can't accept responsibility for parcels lost or damaged on the way back to us.
Before sending anything back, download and complete the returns form and include it in the parcel along with your order number. Without your order number we can't guarantee a prompt turnaround on your refund. Once we receive your return, we'll inspect the item and process your refund within 5 to 10 working days. Refunds are issued to the original payment method. If a restocking charge applies, we'll let you know before processing.
A 20% restocking charge applies to some returned items. We'll confirm whether this applies when you get in touch.
Non-Returnable Items
Special Order Items
Special order products are identified in the product description - typically specific colour finishes or direct manufacturer orders. Non-returnable and non-refundable. Once placed, the order cannot be cancelled.
Thermostatic Cartridges
Despatched in heat-sealed packaging stamped void once opened. We can't accept a return on any opened cartridge. A faulty hot water system can damage a new cartridge on first use with no visible signs.
Toilet Seats
Every seat is checked before despatch. The hinge pack inside the box is sealed: opening it voids the right to return for hygiene reasons. Contact us before opening the hinge pack if you have any questions.
Order Issues and Support
For any of the issues below, contact us at sales@bathroomspareparts.co.uk or call 020 3940 9330. Do not arrange a return yourself until you've heard from us.
Item Arrived Damaged
Email us photographs of the damage and your order number within 72 hours of delivery. Claims reported after this point, or where the item has already been installed, cannot be accepted as transit damage. We'll handle collection and advise on next steps.
Wrong Item or Quantity
Email us a photograph of the item received and a photograph of the packaging label (showing the product code) within 48 hours of receipt. We'll review and advise you on what to do.
Faulty Items
Email us a description of the fault with photographs where possible. We'll contact the manufacturer on your behalf and advise on next steps. Most products carry a one-year manufacturer's guarantee. Where a fitted item develops a fault, resolution is at the manufacturer's discretion.
Cancellations
If you've ordered in error, contact us by phone and email as soon as possible. If the order hasn't been despatched we'll cancel it and issue a full refund. If it's already been despatched or gone to packing, return it under the Standard Returns policy above.