Returns, Refunds & Cancellations
We understand that sometimes plans change or a product may not be quite right. This page explains how cancellations, returns and refunds are handled at Bathroom & Fireplace Warehouse Ltd.
Cancelling an Order
If you need to cancel an order, please contact us as soon as possible. Once an order has been placed with our suppliers, changes or cancellations may not always be possible.
If goods have already been dispatched, you may be responsible for the cost and risk of returning them
Cancellation, handling or restocking charges may also apply, depending on the circumstances.
Special-order and made-to-measure products may be subject to additional cancellation restrictions.
Returns and Change of Mind
We do not generally accept returns or offer refunds for goods supplied in perfect working condition where the reason for return is customer error or a change of mind.
Where a return has been agreed, items must be unused, in their original packaging and in a condition suitable for resale. Proof of purchase will also be required.
A handling or restocking charge may apply to approved returns. Goods that have been used, installed, damaged or supplied as sold as seen may not be eligible for return or refund.
Special-Order and Made-to-Measure Products
Some products are ordered specifically to meet a customer's requirements or are manufactured to individual specifications.
Because these items may not be suitable for resale, cancellations, returns or exchanges are generally not accepted once the order has been placed or production has begun.
If you have concerns about a special-order or made-to-measure product, please contact us to discuss your circumstances.
Damaged, Missing or Incorrect Items
Please check your delivery carefully as soon as it arrives.
If any items are visibly damaged, missing or incorrect, contact us within 48 hours of receipt so we can investigate and liaise with the supplier where necessary.
Please keep the product and its packaging available while the issue is being reviewed. If you believe an item is faulty, do not install or use it before speaking to us.
Faulty Products and Refunds
If a product develops a fault or does not match its description, please contact us with your order details and a description of the problem.
We will review the issue and discuss the appropriate next steps with you. Some products may also be covered by a manufacturer's warranty, and we can help direct you through the relevant process.
Nothing on this page affects your statutory consumer rights.
Contact Us About a Return or Cancellation
If you need to discuss an order, cancellation, return or refund, please get in touch with our team.
Bathroom & Fireplace Warehouse Ltd
Telephone: 01634 813 813
Email: sales@bathroomandfireplace.co.uk
Showroom address:
4 Third Avenue
Chatham
Kent
ME5 0AD