Returns and Refunds Policy

This policy explains how returns, refunds and damage claims are handled. Nothing in this policy affects your statutory rights under UK consumer law.

Checking your order on delivery

Please inspect your order when it arrives.

If there is visible damage, delivery should be refused at the door where possible. Ask the driver to mark the delivery as damaged and take clear photos of the goods and packaging.

Once goods are received and accepted, responsibility for their safe storage and handling passes to the customer, subject to your statutory rights.

Reporting damage

If damage is visible on delivery, please contact us as soon as possible with clear photographs of the goods and packaging.

If damage is not visible at delivery, please notify us within 48 hours of receipt and provide clear photographs. This helps us assess the issue quickly and raise claims with carriers where applicable. This does not affect your statutory rights.

Where goods are stored for an extended period before being opened or inspected, we may be unable to determine whether damage occurred during delivery or after receipt. In these circumstances, this may affect our ability to accept a delivery damage claim.

Damage that could reasonably have occurred during storage, handling, movement, cutting or installation after delivery is not considered delivery damage.

Faulty goods

If goods are faulty, damaged, incorrect or not as described, your rights are protected under UK consumer law, including the Consumer Rights Act 2015.

You have the right to reject faulty goods within 30 days of delivery where the legal requirements for the short term right to reject are met.

After 30 days and within six months, you may be entitled to request a repair or replacement. If a repair or replacement is not possible, is unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund in accordance with your statutory rights.

Storage and handling

Panels must be stored flat, dry and fully supported until installation.

Damage caused by unsuitable storage conditions, pressure, impact, movement or handling within the property is not considered a delivery or manufacturing fault.

Installation

All panels must be fully checked before cutting, altering or installation.

Panels should be inspected for colour, finish, design, dimensions and condition before any installation work begins.

Panels that have been cut, drilled, installed, altered or used cannot normally be returned as a change of mind return. This does not affect your statutory rights where the goods are faulty, damaged, incorrect or not as described.

Do not book installers or trades until your complete order has arrived and has been checked. We are not responsible for third party costs or missed appointments where this would not be required by law.

Change of mind returns

If you are a consumer buying online or by phone and your order is eligible for the statutory right to cancel, you must normally tell us that you wish to cancel within 14 days of receiving the goods.

You must take reasonable care of the goods while they are in your possession and must not handle them beyond what is reasonably necessary to establish their nature, characteristics and condition.

For a full refund, panels must be unused, uninstalled, uncut, unaltered and returned with their original product and protective packaging intact and in a condition that allows the goods to be safely handled, stored and resold as new.

The original protective packaging is important because full size bathroom panels require protection during handling, storage, collection and transport.

If the original packaging has been removed, discarded, substantially damaged or is otherwise no longer suitable to protect the goods, this does not automatically remove any statutory cancellation right you may have. However, where missing or damaged packaging, or handling of the goods beyond what is reasonably necessary for inspection, reduces the value of the goods, Bathroom Panels Direct may make a deduction from the refund to reflect that reduction in value where permitted by law.

Where the condition of the goods or their packaging means the affected goods can no longer safely or reasonably be resold as new, the deduction may reflect the resulting loss in value, up to the value of the affected goods where permitted by law.

Proof of purchase may be required so that we can identify and process the return.

Change of mind collection

Full size panels returned because of a change of mind are collected by Bathroom Panels Direct using our own delivery fleet.

A £35 collection charge applies to eligible change of mind returns. By arranging a change of mind collection with Bathroom Panels Direct, you agree to this direct collection cost.

The £35 collection charge will be deducted from the refund due to you.

Once collected, returned panels will normally be inspected within 2 working days. We will inspect the panels, their packaging and their overall condition to establish whether any reduction in value has occurred.

Please contact contact@bathroompanelsdirect.co.uk before returning any goods so that we can arrange collection and confirm the return process.

Standard delivery charge on cancellation

Where statutory cancellation rights apply, we will refund the cost of our standard outbound delivery service.

If you chose a delivery service that cost more than our least expensive standard delivery service, we are not required to refund the additional amount paid for the more expensive service.

Incorrect, faulty or damaged items

If we send the wrong item, or goods are faulty, damaged on delivery or not as described, please contact us as soon as possible with your order number and photographs where appropriate.

Where Bathroom Panels Direct is responsible for the cost of returning the goods under your statutory rights, the £35 change of mind collection charge will not apply.

We will arrange the appropriate collection, replacement, repair, refund or other remedy in accordance with your statutory rights.

Return condition and collection

Goods awaiting collection must be kept dry, flat, fully supported and reasonably protected.

Where possible, returned goods must remain secured in their original protective packaging until collected.

For returns collected by our own fleet, responsibility for the return transit passes to Bathroom Panels Direct once the goods have been collected by our team.

Failed or refused deliveries

If a delivery is returned because of an incorrect address supplied by the customer, missed delivery arrangements or another issue for which the customer is responsible, reasonable redelivery or recovery costs may apply.

If you choose not to have the order redelivered, any deduction from your refund will be made only where permitted by law.

Exchanges

Where you wish to exchange an unwanted item, please contact us first. In many cases, the simplest process will be to return the original item and place a new order.

All exchanges are subject to product availability and do not affect your statutory rights.

Late deliveries

Delivery times are estimates unless a specific delivery date has been expressly agreed.

Where the law gives you the right to cancel because goods have not been delivered within the required period, any refund due will be made in accordance with your statutory rights.

Refunds

For full size panel returns collected by Bathroom Panels Direct, returned goods will normally be inspected within 2 working days after collection.

For eligible change of mind returns, the £35 collection charge will be deducted from the refund.

Where permitted by law, we may also make a deduction to reflect any reduction in the value of the goods caused by handling beyond what was reasonably necessary to inspect them, including loss of value caused by missing or damaged protective packaging.

Refunds will be made to the original payment method unless otherwise agreed and will be processed without undue delay and within the applicable statutory time limits.

Where Bathroom Panels Direct has offered to collect goods following a statutory cancellation, nothing in our inspection process extends any statutory deadline that applies to issuing the refund.

If you have not received an expected refund after the confirmed processing period, please contact contact@bathroompanelsdirect.co.uk.