Returns & Refunds Policy

This Returns & Refunds Policy applies to all purchases made online at directbathroomsupplies.co.uk, operated by Direct Bathroom Supplies.

We want you to select your bathroom ware with complete confidence. If a basin, tap, shower mixer, or bathroom fixture does not suit your space, plumbing layout, or aesthetic preferences, we offer a clear 28-day return policy.

This policy operates in full compliance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy restricts your statutory consumer rights under UK law.

1. 28-Day Voluntary Returns Policy

We provide a voluntary 28-day return policy for eligible change-of-mind purchases, calculated from the verified date of delivery.

• Return Window: 28 calendar days from delivery.
• Return Shipping Cost: Free (£0.00) when using our prepaid return postal service.
• Prepaid Return Label: Included inside your original delivery package.
• Restocking Fee: £0.00 — we do not charge restocking or return administration fees.

If your prepaid return label is missing or damaged, please contact us at support@directbathroomsupplies.co.uk so our team can provide a replacement label before you dispatch the parcel.

2. Statutory Cancellation Rights

Our 28-day voluntary return policy operates in addition to your statutory cancellation rights under the Consumer Contracts Regulations 2013.

Under UK law, online consumers have the statutory right to cancel an eligible order within 14 calendar days of receiving the goods without giving a reason, and a further 14 calendar days from notifying us to return the items. Our commercial 28-day return period does not reduce or restrict these statutory rights.

3. Condition of Change-of-Mind Returns

For change-of-mind returns under our voluntary policy, bathroom ware should be returned unused, undamaged, uninstalled, and accompanied by all supplied brackets, valves, fixings, and installation manuals.

Customers are entitled to open packaging and handle items as they reasonably would in a retail bathroom showroom (such as examining tap weight, ceramic finish, and dimensions). However, products must not have been connected to water supplies, fitted with sealant/grout, drilled, or permanently installed in a manner that causes physical marks, scratches, or pipe thread wear.

Where handling goes beyond what is reasonably necessary to inspect the goods and causes a reduction in their commercial value, we may make an appropriate deduction from the refund where permitted by UK law. Any such deduction relates strictly to genuine diminished value and does not constitute a restocking fee.

4. How to Return an Item (Step-by-Step)

1. Prepare Your Return: Repack the unused item securely in its original protective packaging, ensuring all brassware components, seals, and fittings are included.
2. Attach the Prepaid Label: Affix the prepaid return label (included inside your original delivery parcel) firmly to the outside of the box, covering previous delivery barcodes.
3. Drop Off the Parcel: Take the parcel to the designated UK postal or courier drop-off location indicated on the label. Please retain your proof of postage receipt until your refund is fully settled.

Please do not send returns directly to our business premises without using the designated prepaid label or receiving written instructions from our customer support team.

5. Faulty, Damaged, or Incorrect Products

Under the Consumer Rights Act 2015, all goods supplied must be of satisfactory quality, fit for purpose, and as described.

If your bathroom ware arrives damaged, is faulty, or contains missing items, contact us at support@directbathroomsupplies.co.uk with your order number and photographs where available. Photographs help expedite investigations but are not a mandatory prerequisite for exercising your statutory rights.

For qualifying faulty goods, UK consumers have a 30-day short-term right to reject the product and receive a full refund. Beyond this period, statutory rights to a free repair, replacement, or price reduction apply. Customers will never be charged return shipping or handling fees for faulty or incorrectly supplied items.

6. Refund Processing & Payment Settlement

• Inspection & Refund Execution: Returned goods will be inspected and your refund will be processed and credited to your original payment card within 3 calendar days of receipt at our return facility.
• Refund Method: Refunds are credited strictly back to the original Visa or Mastercard used for checkout.
• Settlement Currency: All refunds are issued in British Pounds Sterling (GBP / £).

Our standard refund arrangements do not extend or delay any applicable statutory refund deadline required under UK law.

7. Customer Support & Business Information