Refund policy

Faulty or damaged goods

You have rights under the Consumer Guarantees Act 1993. Goods must be of acceptable quality, match their description and be fit for purpose. Nothing in this policy takes those rights away.

If something arrives damaged, please tell us within 3 working days of delivery, with photos. That lets us claim from the courier quickly. You can still tell us later; your rights don't end after 3 days.

If something develops a fault, contact us as soon as you notice it.

What happens next depends on the problem:

• A fault that can be fixed: we'll repair it or replace it within a reasonable time. If we can't, you can choose a refund.
• A serious fault (what the Act calls a failure of substantial character): you choose a refund or a replacement, or you can keep the item and be compensated for the drop in its value.

Sending items back. Where you can, bring the item to a showroom. If you can't, call us first and we'll arrange how to send it. We'll pay the return freight when the item turns out to be faulty.

If we examine a returned item and find no fault covered by the Act, we won't repair, replace or refund it, and we may charge a reasonable fee for the examination. We'll tell you the fee before we charge it.

Work we did. If our team installed it, our workmanship is guaranteed too: the work must be done with reasonable care and skill. Call us and we'll come back and sort it.

Changing your mind

We don't have to accept a return because you've changed your mind, but talk to us. If we agree:

• the item must be unused, undamaged and in its original packaging, with the receipt

Items made to your measurements in our factory, such as a custom vanity or shower glass, can't be returned for a change of mind.

Business purchases

If you buy for a business, our Trade terms apply instead of this policy.

Refunds

Refunds go back to the card or account you paid with, once we've approved the return.

How to start a return

Call 0800 Millen or contact the showroom you bought from (details on the Contact page). Have your order number and photos of the problem ready.