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✆ 0161 327 4725 | Mon–Fri 8am–8pm · Sat–Sun 8am–5pm | sales@essentialbathrooms.co.uk
✆ 0161 327 4725 | Mon–Fri 8am–8pm · Sat–Sun 8am–5pm | sales@essentialbathrooms.co.uk

Refund policy

Return & Refund Policy

At Essential Bathrooms we want you to be happy with your order. This policy explains how to return unwanted items, what to do if something arrives damaged or incorrect, and how refunds work. It does not affect your statutory rights.

1. Returning Unwanted Items

1.1 Returns Window

  • If you change your mind, you can return most items within 28 days of the delivery date.
  • Please contact us before sending anything back. Email sales@essentialbathrooms.co.uk with your order number and the item(s) you wish to return, and we will give you a return authorisation and instructions on where to send it.
  • Please do not send items back to the manufacturer or supplier directly.

1.2 Condition of Returns

  • Items must be unused, uninstalled and in their original, undamaged packaging with all parts and paperwork included.
  • Proof of purchase is required for all returns.
  • If an item is returned without its original packaging, or is not in a resaleable condition, a restocking charge may apply. This varies by supplier and we will confirm it with you before you return the item.

1.3 Items We Cannot Accept Back

  • Made-to-order, bespoke, personalised or cut-to-size items.
  • Items that have been installed, fitted, plumbed in or used.
  • Items that are damaged, incomplete or not in their original condition for reasons not due to our error.
  • Items returned more than 28 days after delivery.

1.4 Return Delivery Costs

  • You are responsible for the cost of returning unwanted items. You can send the item back yourself using a tracked service, or we can arrange a collection for you at a charge, which we will confirm before booking.
  • Please pack returns carefully. Items damaged in transit on the way back to us cannot be refunded in full.

2. Damaged, Faulty or Incorrect Items

  • Please check your delivery as soon as it arrives. Any damage, missing parts or incorrect items must be reported to us within 24 hours of delivery by emailing sales@essentialbathrooms.co.uk with your order number and photos of the item and packaging.
  • Where possible, please sign for any visibly damaged parcel as "damaged".
  • Once confirmed, we will arrange a replacement or refund and collect the item at no cost to you.
  • If a fault appears after the first 24 hours, please contact us and we will help you with a repair, replacement or refund under the manufacturer's warranty and your statutory rights.

3. Refunds

  • Once we receive and inspect your return, we will email you to confirm whether your refund has been approved.
  • Approved refunds are made to your original payment method within 14 days of us receiving the item back. Any return collection or restocking charge will be deducted from the refund.
  • If you have not received your refund, please check with your bank or card provider first, as it can take a few days to appear, then contact us at sales@essentialbathrooms.co.uk.

4. Exchanges

  • If you would like a different item, please return the original for a refund and place a new order. Damaged or incorrect items are replaced as set out in section 2.

5. Cancellations

  • Orders can be cancelled at no charge before they have been dispatched. Once an order has been dispatched, please follow the returns process above.
  • Made-to-order items cannot be cancelled once the order has been placed with the manufacturer.

6. Contact Us

If you have any questions about returns or refunds, please contact us:

Thank you for shopping with Essential Bathrooms!