Returns Policy
Last updated: 30 June 2026
At Essential Bathrooms we want you to be completely happy with your order. This policy explains how to return an item, the timescales involved, and how refunds are handled. It applies to orders placed at www.essentialbathrooms.co.uk and is in addition to — and does not affect — your statutory rights under UK consumer law.
28-day returns
You may request a return within 28 days of receiving your order. This goes beyond the 14-day statutory cancellation period for online purchases, giving you extra time to decide. To be eligible, the item must be unused, in its original condition, and returned in its original, undamaged packaging with all parts, fittings and documentation included.
How to start a return
Please contact us before sending anything back, so we can confirm the correct process for your item. Email sales@essentialbathrooms.co.uk or use our contact page, quoting your order number and the item(s) you wish to return. We will then send you return instructions and the correct return address.
Return carriage
If an item arrives faulty, damaged, or is not what you ordered, we cover all return costs — you will not pay anything to send it back.
For change-of-mind returns, return carriage can vary depending on the item. As we supply products from a wide range of manufacturers, some brands offer free collection on returns while others do not. Before returning a change-of-mind item, please contact us and we will confirm the return options and any carriage costs for your specific product, and arrange free collection wherever the manufacturer provides it.
Where you arrange your own return, we recommend using a tracked, insured service, as we cannot accept responsibility for items lost or damaged in transit back to us.
Made-to-order and special-order items
Some products are made or supplied to order specifically for you. Genuinely bespoke or made-to-measure items cannot be returned under the change-of-mind policy unless they are faulty, as they are produced to your specification and cannot be resold. We will always make this clear at the point of order if an item falls into this category — if you are unsure, just ask before you buy.
Faulty or damaged items
Please inspect your order on delivery. If anything arrives damaged, faulty, or incorrect, contact us as soon as possible — ideally within 48 hours of delivery — with your order number and photographs of the issue. We will arrange a repair, replacement, or refund (including all return carriage) as quickly as we can.
Refunds
Once your returned item is received and inspected, we will let you know whether your refund has been approved. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the goods back. Your bank or card provider may take a few additional days to show the funds in your account.
Exchanges
If you would like a different product, the simplest route is to return the original item for a refund and place a new order. If you would prefer a direct exchange, contact us and we will help where we can.
Your statutory rights
Nothing in this policy affects your legal rights. Under the Consumer Contracts Regulations 2013 you have the right to cancel most online orders within 14 days of receipt, and under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose, and as described. For more information about your rights, contact us or visit your local Citizens Advice.
Contact us
Essential Bathrooms
Email: sales@essentialbathrooms.co.uk
Or use our contact form.