Refund policy
Returns at a glance
You can return most items within 30 days of delivery, as long as they’re unused, in their original packaging and in a resaleable condition. Request your return using our returns form before sending anything back. Return delivery is at your cost, and the original delivery charge isn’t refunded on change-of-mind returns. Returns can be sent to our Antrim warehouse or brought to our Antrim or Cork showroom. Once your return has been received and approved, we’ll offer an exchange, a refund to your original payment method or store credit. Faulty and damaged items are covered by your statutory rights. If you’re in the Republic of Ireland, you also have a 14-day right to withdraw from your order.
Items damaged in delivery
Please check your delivery when it arrives. If an item or its packaging has been damaged in transit, note it on the delivery paperwork, take photos and email info@bathshack.com within 48 hours. See our delivery information for full details on checking your delivery.
Our 30-day returns policy
- Items can be returned within 30 days of delivery.
- Items must be unused, in their original packaging and in a resaleable condition.
- You’re responsible for arranging and paying for the return delivery. We don’t offer a collection service.
- The original delivery charge isn’t refunded on change-of-mind returns.
- Returns can be sent to our Antrim warehouse, or brought in person to our Antrim showroom (on the same site as the warehouse) or our Cork showroom. We can’t accept returns at any of our other showrooms.
Items that can’t be returned
- Made-to-order items: these are made to your specification and can’t be returned, unless they arrive damaged or faulty.
- Consumables: including adhesives, grouts and silicones.
- Items that aren’t in a resaleable condition: including used or installed items, unless they’re faulty.
How to return an item
- Request your return. Fill in our returns form and upload photos showing your items are in a resaleable condition. If an item has been opened, include a photo of the item and a photo of the packaging resealed with clear tape.
- Get your returns form. Our customer support team will create your return and email you a Returns Authorisation (RAN) form listing the items being returned.
- Label each item. Print the RAN form and attach a copy to every item you’re returning, using clear tape only. Items without a RAN form may take longer to process.
- Pack and send. Return items in their original packaging, well protected so they aren’t damaged on the way back. Items that arrive back damaged or not in a resaleable condition will be rejected. We recommend a tracked service with a reputable courier, as we can’t be responsible for returns lost in transit. You can also bring your return in person to our Antrim or Cork showroom.
What happens next
Our returns team will inspect your return within 14 days of it arriving with us. Once it’s approved, we’ll contact you to arrange an exchange, a refund to your original payment method or store credit for a future order. Refunds are processed within 5 working days of approval. The original delivery charge isn’t refunded on change-of-mind returns.
Faulty items and guarantees
If an item arrives damaged or develops a fault, including after it has been installed, please email info@bathshack.com with your order number, a description of the problem and photos. A fault is handled differently from a change-of-mind return, so the item doesn’t need to be in its original packaging.
Faulty or damaged goods are handled in line with your statutory rights under the Consumer Rights Act 2015 (UK) or the Consumer Rights Act 2022 (Republic of Ireland). Depending on the fault, we’ll arrange a repair, replacement or full refund. Many of our products also come with a manufacturer’s guarantee, which varies by brand and product. Check the product page or ask our team for details.
Cancelling an order
If you’d like to cancel your order, please contact us as soon as possible. If your order hasn’t been dispatched yet, we can cancel it. If it has already been dispatched, it can’t be cancelled, but you can return it under our 30-day returns policy. Return delivery is at your cost, and items must be in a resaleable condition with no marks or damage. Made-to-order items can’t be cancelled once ordered.
Right of withdrawal: Republic of Ireland customers
If you’re based in the Republic of Ireland, you have the right to withdraw from your order within 14 days of receiving your goods, without giving a reason. To do this, use our online withdrawal form.
Returns FAQs
How long do I have to return an item?
You have 30 days from delivery to return an item, as long as it’s unused, in its original packaging and in a resaleable condition. Customers in the Republic of Ireland also have a 14-day right to withdraw from their order.
Do I have to pay for return delivery?
Yes. For change-of-mind returns, you arrange and pay for the return delivery. We don’t offer a collection service. If an item is faulty or arrived damaged, contact us and we’ll sort it out.
Can I return an item I’ve opened?
Yes, as long as it’s unused and in a resaleable condition. Reseal the original packaging with clear tape and include photos with your return request.
What can’t be returned?
Made-to-order items, consumables such as adhesives, grouts and silicones, and anything used, installed or not in a resaleable condition can’t be returned, unless the item is faulty or arrived damaged.
Can I bring my return to a showroom?
Yes, to our Antrim or Cork showroom. Our Antrim showroom shares a site with our warehouse. We can’t accept returns at any of our other showrooms. Please request your return and attach your RAN form first.
How long will my refund take?
We inspect returns within 14 days of receiving them. Once approved, refunds to your original payment method are processed within 5 working days. You can also choose an exchange or store credit.
Will I get my delivery charge back?
No. On change-of-mind returns, the original delivery charge isn’t refunded, and the return delivery is at your cost. If an item is faulty or arrived damaged, contact us and we’ll sort it out.
My product developed a fault after I installed it. Can I still claim?
Yes. A fault is covered by your statutory rights and any manufacturer’s guarantee, whether or not the packaging is still intact. Email info@bathshack.com with your order number, a description of the fault and photos, and we’ll arrange a repair, replacement or refund as appropriate.
How long is the guarantee on my product?
Manufacturer guarantees vary by brand and product. Check the product page or contact our team with the product code and we’ll confirm the guarantee for you.
