At Burlington Bath Shop, we take pride in offering premium bathroom solutions to design-conscious homeowners and trade professionals worldwide. We want you to be completely satisfied with your purchase of our high-quality bathroom products. If for any reason you’re not happy with your order, our straightforward returns policy ensures a hassle-free process.
Returns & Exchanges Process
Important: You have 15 days from the date of delivery to initiate a return or exchange. All items must be in their original, unused condition with all packaging and tags intact.
- Contact Our Team: Email our customer service at [email protected] within 15 days of receiving your order. Include your order number and details about the product you wish to return or exchange.
- Receive Return Authorization: Our team will review your request and provide a Return Merchandise Authorization (RMA) number if approved. This must be clearly marked on your return package.
- Package Your Items Securely: Carefully repackage the item(s) in their original packaging with all accessories and documentation. Include a copy of your order confirmation or invoice.
- Ship Your Return: Send the package to our warehouse address (provided with your RMA) using a tracked shipping method. We recommend insuring high-value items like complete bathroom suites or premium baths.
- Inspection & Processing: Once received, our quality team will inspect the returned items (typically within 3-5 business days). We’ll notify you via email about the status of your return or exchange.
Refund Information
Approved refunds will be processed within 5-7 business days after we receive and inspect your return. The refund will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days to appear on your statement
- PayPal: Typically processed within 24 hours
Note: Original shipping fees are non-refundable, except in cases of our error or defective products.
Exchange Process
For exchanges (size, color, or model changes):
- Follow the standard return process above
- Clearly indicate your desired replacement item
- We’ll ship the new item once the original is received and inspected
- Any price differences will be charged or refunded accordingly
Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned unless faulty:
- Bidets & Douche Sprays
- Bidet Toilets
- Any product that has been installed or used
- Custom-made or special order items (e.g., specific countertop basins cut to size)
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For international returns outside the UK, you may be responsible for customs duties.
Damaged or Incorrect Items
If you receive a damaged item or incorrect product:
- Contact us immediately at [email protected] (within 48 hours preferred)
- Provide photos of the damaged item/package and a description of the issue
- We’ll arrange for a replacement or refund and cover all associated shipping costs
Return Request Template
Use this template when emailing your return request:
Contact Us
For any questions about our returns policy or to initiate a return, please contact our customer service team:
Email: [email protected]
Phone: [Insert Customer Service Number]
Address: 98 Corporation St, Manchester, GB M5L 1ZV
We aim to respond to all return inquiries within 24-48 hours during our business hours (Monday-Friday, 9am-5pm GMT).