Returns
Not Satisfied?
We’re here to help. In line with the Consumer Contracts (Distance Selling) Regulations, you may cancel your order from the moment it is placed up to 14 days from the day after you receive your goods. To cancel, notify us in writing by email at sales@shower.shop.co.uk quoting your order number and the items you wish to cancel. Please note that special or bespoke orders cannot be cancelled.
Non-Faulty Items
If you cancel your order for any reason, you are responsible for arranging and paying for the return of the item(s), including palletised goods. Before returning any item, you must complete our online Returns Form.
All items must be returned unused, in their original condition, and with all original packaging intact. Boxes and protective packaging must not be damaged, altered, or taped together, as items returned in a non-resalable condition may be rejected following inspection.
Non-faulty returns must be requested in writing within 14 days from the day after receipt of goods. Once approved, you have a further 14 days to return the item(s) to our warehouse. Returned packages must clearly display your name and order number.
We strongly recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit. Original delivery charges are non-refundable for non-faulty returns. Returns requested after the 14-day cancellation period will not be accepted. Approved refunds are typically processed within 10 working days of receipt.
If any returned items are found damaged upon inspection, we will notify you by email. You must confirm in writing if you wish the items to be returned. Damaged returns will only be held for up to 7 working days before disposal if we do not receive written instructions.
Faulty Items
Faulty items must be reported and returned within 30 days of receipt. Faulty items are products that are not functioning correctly or have manufacturing defects. This does not include items damaged in transit.
To report a faulty item, email sales@shower.shop.co.uk with your order number, a description of the fault, and clear photographs showing the issue. Items arriving broken are considered damaged and should be reported under the damaged items section.
Damaged Items
Items damaged in transit or incorrectly delivered must be reported as soon as possible, ideally within one hour of delivery. After delivery, remove all packaging and fully inspect items within 72 hours. Any damage discovered must be reported immediately by email with photographs.
If a replacement is required, the damaged item may need to be returned before dispatching a replacement. In some cases, collection may be arranged simultaneously with the replacement delivery.
Minor defects, such as hairline cracks in baths or shower trays, may not be visible until installation and must be reported within 14 days of delivery.
Items stored after delivery remain your responsibility. Shower Shop cannot be held responsible for damage occurring between delivery and installation if not reported within the stated timeframes.
Damaged Palletised Deliveries
All palletised deliveries must be inspected at the point of delivery by you or the person accepting goods on your behalf. Packaging should be checked thoroughly for transit damage. If visible damage is found, refuse the delivery and do not sign for it. Signing for goods, even as “unchecked,” confirms no obvious external damage was present and later claims may not be accepted.
After delivery, remove all packaging and inspect goods within 72 hours. Any damage must be reported immediately with supporting photographs.
If you change your mind about a palletised item, you are responsible for arranging and paying for its return. Original delivery charges are non-refundable for non-faulty palletised items. Returns requested after 14 days will not be accepted. Refunds are typically processed within 10 working days of receipt.
Conditions
Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your purchase by notifying us in writing within 14 days from the day after you receive your goods. Cancellation must be by email or letter; telephone cancellations are not valid.
No right of cancellation, refund, or return exists once you have used the product, unless it is defective. Personalised or engraved items cannot be refunded once customisation has begun.
If returning a faulty product, clearly state the defect. All returned items must be packaged securely and include all accessories, manuals, warranties, and documentation supplied. Refunds cannot be issued for incomplete returns.
If original packaging is damaged or destroyed, refunds will only be issued if the item is confirmed faulty. Unless confirmed faulty, you are responsible for all return shipping costs.
We recommend using a tracked and insured delivery method so that a record of the return is available and you can claim with the courier for any damages in transit.
