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We want to make returning an item as straightforward as possible. These terms explain our change-of-mind returns procedure, return charges, packaging requirements and what to do if an item arrives damaged, defective, incorrect or incomplete.

Nothing within this policy affects your statutory consumer rights.

How to Start a Return

To start a return, please complete our returns request at bathroompoint.co.uk/returns. Your return will then be authorised and you will be provided with the correct return method for your item.

If you need help with your return, you can contact us by email at info@bathroompoint.co.uk or by phone on 0800 652 1940.

30-Day Change-of-Mind Returns

Bathroom Point offers customers 30 days from delivery to change their mind and request the return of an unwanted product, subject to the conditions set out below.

Please contact Bathroom Point before returning any goods so that the return can be authorised and the correct return method provided.

Change-of-mind return charges will still apply where Bathroom Point provides the return label or collection service.

These charges do not apply where the product has been confirmed as faulty, damaged on delivery, incorrectly supplied or otherwise does not conform to the contract.

Products returned under our change-of-mind policy should be unused, uninstalled and in a condition suitable for resale.

Parcel Returns – £10

A £10 return charge applies to suitable parcel-sized products, including:

• • Taps

• • Showers

• • Radiators up to and including 1 metre in height

• • Bathroom accessories

• • Mirrors under 1 metre in height

• • Other suitable parcel-sized bathroom products

The £10 return charge will be deducted from the refund amount where Bathroom Point provides the return service or return label.

Parcel Drop-Off

Parcel returns are normally operated as a courier drop-off service.

Customers will be required to take the securely packaged parcel to the designated local courier drop-off location unless an alternative arrangement has been specifically agreed by a Bathroom Point employee.

Customers should retain their drop-off receipt or other proof of return until their refund has been completed.

Radiators Over 1 Metre – £25

Radiators over 1 metre in height are subject to a £25 return charge.

This charge will be deducted from the refund where Bathroom Point provides the return service.

Radiator returns will normally require the customer to take the securely packaged radiator to the designated courier drop-off location unless an alternative return or collection method has been specifically agreed by a Bathroom Point employee.

Pallet Returns – £65

Large, heavy or fragile products requiring a pallet collection are subject to a flat £65 pallet return charge.

Products normally requiring pallet collection include:

• • Shower screens

• • Shower enclosures

• • Shower trays

• • Toilets

• • Vanity units

• • Basins

• • Other large, heavy or fragile bathroom products unsuitable for normal parcel carriage

The £65 return collection charge will be deducted from the refund amount for change-of-mind returns.

Bathroom Point reserves the right to determine whether a product requires parcel, specialist or pallet transport based on its size, weight, construction and fragility.

Packaging Parcel & Radiator Returns

Customers are responsible for ensuring returned products are securely packaged before being handed to the courier or taken to a drop-off location.

Products must be placed inside a suitable box or protective parcel bag, where appropriate, and must have sufficient protection to withstand normal handling during transport.

Where available, we recommend that the original product packaging is reused.

If the original packaging is unavailable, suitable alternative protective packaging must be used.

Products must not be returned loose or inadequately protected.

Do Not Apply Black or Coloured Tape Directly to Product Packaging

Black tape, coloured tape, heavy-duty adhesive tape or similar adhesive materials must not be applied directly to the manufacturer’s or product’s original packaging.

Where additional tape or courier labels are required, the manufacturer’s packaging should wherever reasonably possible be placed inside suitable protective outer packaging.

Tape and courier labels should then be attached to the outer protective packaging.

Applying unsuitable adhesive tape directly to the original packaging can:

• • tear or damage the box;

• • leave adhesive residue;

• • remove printed product information; or

• • make otherwise resaleable packaging unsuitable for resale.

Where packaging has been unnecessarily damaged and Bathroom Point consequently incurs a genuine cost in replacing or repackaging the product, or where the condition materially reduces the resale value of the goods, an appropriate deduction may be made from the refund where permitted by law.

Any such deduction will reflect the genuine loss or reasonable repackaging cost and will not be used as an arbitrary penalty.

Return Labels

Where Bathroom Point provides a return label:

• • the correct label must be securely attached to the parcel;

• • the barcode and address must remain clearly visible;

• • old courier labels should be removed or completely covered;

• • the item must be packaged before being taken to the drop-off location; and

• • customers should retain proof that the parcel was handed to the courier.

Unless otherwise agreed by a Bathroom Point employee, parcel and radiator returns using our return service will require customer drop-off at the designated local courier location.

Preparing a Pallet Return

Customers arranging a pallet return must tell Bathroom Point whether they still have a suitable pallet available or whether a pallet needs to be provided as part of the collection.

If a pallet is required, Bathroom Point must be informed before the collection is booked.

Large products must be safely packaged and ready before the courier arrives.

Pallet Collection Access

Pallet and large-item returns must be:

• • properly protected for transport;

• • ready for collection on the arranged date;

• • accessible to the collection driver; and

• • positioned outside the property or immediately inside an accessible doorway or threshold where reasonably possible.

Collection drivers are not normally able to:

• • dismantle products;

• • disconnect installed products;

• • remove goods from upstairs;

• • move products through the customer’s property;

• • package products on the customer’s behalf.

For particularly large or heavy items, the driver may request reasonable assistance with positioning the goods or loading them onto the pallet or vehicle.

Customers should not undertake any lifting that would be unsafe.

If a product is exceptionally heavy or requires specialist handling, this must be disclosed when arranging the return so that an appropriate collection method can be considered.

Delivery Checks – Damage & Missing Items

Customers are asked to inspect all deliveries as soon as reasonably possible after receipt.

This includes checking:

• • the quantity of products received;

• • the correct products have been supplied;

• • external packaging for signs of damage;

• • products for visible transit damage; and

• • packages for missing components or items.

Report Delivery Damage or Missing Items Within 5 Days

Visible delivery damage, incorrect quantities and missing items should be reported to Bathroom Point within 5 calendar days of delivery.

Where possible, customers should provide photographs showing:

• • the affected product;

• • the packaging;

• • the shipping label;

• • the nature of the damage; and

• • any relevant product or batch information.

This allows Bathroom Point to investigate promptly with the warehouse, supplier and delivery company.

Where visible delivery damage or missing items are reported outside this five-day period, Bathroom Point reserves the right to request additional evidence and to consider whether the issue can reasonably be established as having occurred before or during delivery.

Where there is insufficient evidence to establish that visible damage, loss or a shortage occurred during delivery, Bathroom Point may decline a claim made specifically on that basis.

This five-day reporting requirement does not remove or restrict any statutory rights the customer may have in relation to faulty goods, latent defects or goods which otherwise fail to conform to the contract.

Where an issue could not reasonably have been identified during the initial five-day inspection period, customers should contact Bathroom Point as soon as the problem becomes apparent.

Defective Products

If a product develops a fault or defect, please contact Bathroom Point as soon as reasonably possible.

Where the product is confirmed to be faulty or otherwise fails to meet the requirements of applicable consumer legislation, the normal change-of-mind return charges of £10, £25 or £65 will not apply where Bathroom Point is legally responsible for the reasonable return costs.

Bathroom Point may request reasonable information, photographs, videos or other evidence to establish the nature of the reported fault before arranging the appropriate remedy.

Customers should not dispose of a product that is the subject of a claim unless Bathroom Point has confirmed that disposal is permitted.

Incorrect Products

If Bathroom Point has supplied an incorrect product, please notify us as soon as possible.

Bathroom Point will arrange the appropriate return or replacement procedure and the customer will not be charged the normal change-of-mind return fee where the incorrect item was supplied as a result of our error.

Condition of Change-of-Mind Returns

Customers are entitled to reasonably inspect goods.

However, change-of-mind products should not be installed, used or handled beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.

Where handling has genuinely reduced the value of a product, Bathroom Point may make an appropriate deduction from the refund where permitted by law.

Examples can include:

• • products that have been installed;

• • products showing signs of use;

• • scratched or damaged finishes;

• • missing components;

• • damaged packaging where this materially reduces resale value;

• • products that have been modified, drilled, cut or altered.

Any deduction will be based on the genuine reduction in value rather than an arbitrary charge.

Refunds

Returned goods will be inspected once they have been received.

Where applicable, the following may then be deducted from a change-of-mind refund:

• • £10 parcel return charge;

• • £25 large-radiator return charge;

• • £65 pallet collection charge;

• • any lawful deduction for genuine diminished value; and

• • reasonable repackaging costs where packaging has been unnecessarily damaged and this has resulted in an actual cost or loss.

Refunds will normally be made to the original payment method.

Where an eligible entire online order is cancelled, any refund of the original delivery charge will be dealt with in accordance with applicable consumer legislation.

Where the customer selected a delivery service costing more than our least expensive standard delivery method, any statutory obligation to refund the original delivery charge may be limited to the cost of that least expensive standard delivery option.

Faulty, Damaged or Incorrect Goods

The £10, £25 and £65 return charges described within this policy relate to change-of-mind/unwanted-product returns where Bathroom Point supplies the return service.

They do not automatically apply where:

• • goods are faulty;

• • goods arrived damaged;

• • the wrong goods were supplied;

• • goods were missing from the delivery; or

• • the goods otherwise fail to conform to the contract.

Where Bathroom Point is legally responsible for the return, we will bear the reasonable return costs as required by law.

Statutory Rights

Bathroom Point’s 30-day change-of-mind policy is an additional returns policy and does not replace your statutory rights.

For online purchases, consumers also have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Customers may also have rights and remedies under the Consumer Rights Act 2015 where goods are faulty, not as described, not fit for purpose or otherwise fail to conform to the contract.

Nothing in this policy is intended to exclude, restrict or reduce those statutory rights.

Contact Us

If you have any questions about this Shipping Policy, you can contact us:

• • By email: info@bathroompoint.co.uk

• • By phone: +44 (0)800 652 1940