Refund policy

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 safe storage and handling passes to the customer.

Reporting damage

If damage is visible on delivery, please contact us as soon as possible with photos.

If damage is not visible at delivery, please notify us within 48 hours of receipt and provide clear photos. 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 installed, we may be unable to determine whether any damage occurred during delivery or after receipt. In these circumstances we may not be able to accept liability.

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

Faulty goods

If goods are faulty at delivery, your rights are protected under the Consumer Rights Act 2015.

You have the right to reject faulty goods within 30 days of delivery for a full refund.

After 30 days and within six months, you may request a repair or replacement. If a repair or replacement is not possible or does not resolve the issue, you may be entitled to a refund or price reduction.

Storage and handling

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

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

Installation

All panels must be checked before cutting or installation.

Panels should be inspected for colour, finish, and condition before cutting.

Panels that have been cut, installed, altered, or used cannot be returned or refunded unless a manufacturing defect is confirmed.

Do not book installers or trades until your full order has arrived and been checked. We are not responsible for third party costs or missed appointments.

Change of mind returns

If you change your mind, you must let us know within 14 days of delivery.

If we accept the return, the items must be ready for collection within 14 days of your cancellation request. All items must be unused, uninstalled, and in their original packaging. Proof of purchase is required.

For unwanted items, local deliveries qualify for free collection. For all other areas, we will arrange collection and a £35 collection charge will apply. Original delivery charges are not refundable unless required by law.

Please contact contact@bathroompanelsdirect.co.uk before returning any items. Returns sent without approval may be refused.

Incorrect items

If we send the wrong item, we will arrange a replacement or refund at no cost to you. Please contact us as soon as possible with photos and your order number.

Return condition and transit

Returned items must be packaged securely. You are responsible for the goods until they are received by us. We are not liable for damage that occurs during return transit.

Failed or refused deliveries

If a delivery is returned due to an incorrect address or missed delivery attempts, redelivery charges may apply.

If you choose not to have the order redelivered, any unrecoverable delivery costs will be deducted from your refund.

Exchanges

The fastest way to exchange an item is to return it and place a new order once the return is approved. All exchanges are subject to stock availability.

Late deliveries

Delivery times are estimates. If your order is not delivered within 30 days, you have the right to cancel and receive a full refund including standard delivery charges.

Refunds

Once your return is received and inspected, we will confirm approval or rejection by email.

Approved refunds are processed to the original payment method within 14 days of receiving the goods or acceptable proof of return.

If you have not received your refund after 15 business days from approval, please contact contact@bathroompanelsdirect.co.uk.

Five year guarantee

All PVC bathroom wall panels include a five year guarantee against manufacturing defects.

The guarantee does not cover accidental damage, impact, misuse, poor storage, or installation related damage.

If you believe a panel has a manufacturing defect, contact us with your order number and clear photos before removing or altering the panel.

This guarantee is in addition to your statutory rights.