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Returns Policy

At Liberty Bathrooms we aim to provide quality bathroom products at the best possible prices, however we fully accept that on occasion a product can be distributed that is faulty or has been broken in transit.

If you have purchased such a product from us then please use this form to provide us with the information we need to deal with your concerns.

Please note - Any returns sent to our registered address will not be processed and you may not receive a refund for the product. When returning products please contact us in the first instance and we can provide you with a returns address.

 

Below is our returns policy which is part of our Terms And Conditions.

9. Returns Policy

9.1 If you need to return a product to us for any of the below reasons, please first complete the Customer Returns & Refunds Form (follow link to form).

9.2 We will usually process any refund due to you as soon as possible.  Where you have exercised your right to cancel the contract, we will refund you within 30 days.  Refunds will usually be made using the same method used by you to pay for your purchase.

Returns Policy - Changed Your Mind

9.3 Talk to our experts first! – We may be able to work with you to resolve the issue. You are within your right to cancel an order placed with us, up to 7 working days from the date your order is delivered for a full refund. Goods returned after this will be subject to a 20% restocking fee. We will not accept return of goods delivered more than 28 days ago.

9.4 If you cancel your order before the goods are shipped, then we will refund the cost of the goods along with our standard delivery charge.  If you have paid for one of our Additional Delivery Options, you will have to bear the cost of this less the standard delivery charge – see clauses 1 and 4 for further details.

9.5 If you decide to return goods after they have been delivered; it is your responsibility to arrange this return at your own cost, we can help coordinate this procedure on request. For large palletised deliveries please be aware that the costs to send them back will be considerably higher than you are charged for delivery. ( Currently it costs us £79.99 to arrange a collection and that is what will be charged to you for arranging a palletized return ) We suggest that you take out carrier insurance to protect yourself and the goods against damage. It is your responsibility to ensure that returned goods reach us in good condition complete with all packaging .Please do not write the return address directly on product boxes and rather use a label or a4 sheet of paper adhered well to the outside of the packing. Where possible please try and preserve the packaging as much as possible. If we arrange the return for you we will pass on the cost and charge you the same fee incurred by Bathshop321 to return the goods.

*see paragraph 3.64 of the guidance at http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf.

9.6 Customised Bespoke Made to Measure Products - We will not accept cancellation or return on customised, made-to-measure or bespoke products as these products are exempt from the right to cancel under the Consumer Protection (Distance Selling) Regulations 2000.Examples: Customised, made-to-measure or bespoke products are those that are specially manufactured, altered or modified to your specific requirements i.e. fitted furniture with colour/size/shape variations or whirlpool baths. Another example is where you have ordered a regular bath and then ordered a whirlpool system, air spa or chromotherapy light which requires the bath to be drilled or modified.

Returns Policy – Incorrect Goods

9.7 By placing an order with us, you agree to check all goods upon arrival and notify us within a reasonable time of the error (any errors).

9.8 If you find that the items you have received are incorrect or that there are items missing from the delivery please call or email customer@bathshop321.com immediately and we will investigate the problem. If it is found that products are incorrect or missing the situation will be rectified as quickly as possible with no additional charges incurred by you.  If the error is down to you, you can cancel the order in accordance with our Returns Policy (set out in clause 8 – Changed Your Mind). 

Returns Policy – Faulty Goods

9.9 Following delivery of the goods it is your responsibility to thoroughly inspect all your items and notify us of any issues as soon as possible.

9.10 If you discover your product to be faulty on delivery or within a reasonable time you need to complete the Customer Returns & Refunds Form (follow link to form).

9.11 Where possible you may need to provide photographic proof of the fault and this will help us to assess the best course of action.  Photos can be emailed to us at customer@bathshop321.com. Faulty items will be assessed on a case by case basis and we will notify you as soon as practicably possible of the result. We aim to work through this with you.

9.12 If we deem the product to be faulty we will replace it (Where we offer to replace an item we will do so) only once the faulty item has been returned. If a replacement item is required before the faulty product can be returned we would need to charge a small deposit which would be refunded on safe receipt of the faulty item. If we choose not to replace the faulty item but instead refund it where appropriate, we will refund the full item value including outward delivery charges plus any costs incurred in returning the item to us.    

Returns Policy – Damaged Goods

9.13 Following delivery of the goods it is your responsibility to thoroughly inspect all your items and notify us of any issues as soon as possible.  If we are not notified of damage within 48hrs we are unable to claim from either the manufacturer or the carrier.  Your help in this matter is greatly appreciated. This does not affect your statutory rights.   

9.14 Products returned by you because of a defect (damage) not caused by you or your servant or agent (including plumber or other installer) will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

 9.15 Damaged goods will need to be examined and warehouse order notes checked before any refund is authorised.

 If upon return, the damaged products have been modified or have undergone any attempted installation, you may be responsible/liable for any costs of return or redelivered product that is not in the condition previously stated.

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