Returns Process

Returns – Unwanted Items

If you wish to return an order the please e-mail with your order number and reason for return.

Special order and bespoke products Items are non-returnable and non-refundable unless faulty.

Below is a list of products that cannot be returned after order has been placed –

  • All bespoke orders are non-returnable after order has been placed
  • All special order items are non-returnable after order has been placed
  • All shower trays are non-returnable if the packaging has been opened.
  • All shower enclosures are non-returnable if the packaging has been opened

Please ensure that you have taken reasonable care of the products. The goods must therefore be returned in their packaging and should be in a resalable condition.

Refunds shall be made within 14 days.  Refunds shall be made to the credit or debit card used for the original payment.  A refund will only be made once the goods have been checked and approved for resale.  If the goods are not in a resaleable condition, then you will be notified.  Original delivery charges will not be refunded.

It is the purchaser’s responsibility to arrange the return of the goods, including insurance and charges.

A restocking charge may be applied to unwanted items that are returned but deemed not in a resaleable condition.  This includes the following –

  • Damaged or ripped packaging
  • Goods not returned in original packaging
  • Goods returned incomplete
  • Writing on the boxes
  • Missing packaging
  • Goods are damaged

Returning Faulty or Damaged Items

If you have received damaged or faulty goods the please e-mail with your order number, photographic evidence and description.

Damaged goods or missing parts must be advised within 48 hours of delivery by email or telephone.  We will be unable to accept any claim after this time.

Room H2O advise that you take photographs of the packaging and sign the delivery note damaged if there is damage to the packaging.  If we are notified within the given time frame, we will then organise a replacement and collection.  If goods have been wrongly supplied or damaged in transport then replacements will be sent free of charge.  We may not always be able to collect damaged goods and will advise at the time.

Please do not fit any damaged goods, as we will be unable to replace or refund damaged items which have been installed. If you find your goods are damaged, please get in touch with us and we will do our best to rectify as quickly as possible.  We will not be liable for damaged goods that have been fitted.

Room H2O cannot be held liable for the cost of plumbers/fitters or other labourer in the fitting of replacement goods.

If an item is returned as faulty but is rejected by the manufacturer then no refund will be made