Moneyback Satisfaction Guarantee

As our ongoing commitment to excellent customer service and consumer confidence, we offer you a moneyback satisfaction guarantee. This is where we give you the right to cancel your order within seven days, starting the day after which you receive the goods. On receipt of goods, subject to our Returns terms, a full refund will be made for the goods, minus any delivery charges incurred in the original order. To take advantage of our moneyback satisfaction guarantee, you must contact us within the specified time shown above and follow our returns procedure listed below. If you do not contact us within seven days after the day after the order was delivered, you will not be able to take advantage of this guarantee. Custom made or special order items are excluded from the money back satisfaction guarantee.

Returns

Our standard returns procedure takes up to 30 days to refund monies covered under our moneyback satisfaction guarantee. On receipt of goods, subject to our Returns terms, a full refund will be made for the goods, minus any delivery charges incurred in the original order. You will be wholly responsible for the cost of return delivery and safe return of the goods. It is your responsibility that all goods returned to us are in pristine condition, including the packaging. We cannot accept returns or make refunds for any items where our returns procedure has not been fully complied with. Goods received back incomplete or in a damaged or used condition are excluded from our moneyback satisfaction guarantee and will not be returned to you until such time that the cost of redelivering the goods has been received by us. A restocking and handling fee of 50% of the order value will be charged, subject to a minimum fee of £50.00 if this is the case. If you do not return goods within 7 days after you have informed us that you wish to cancel your order, we reserve the right to arrange collection of the item from you and to charge you for such collection.

Please follow the steps below and the guidelines above to ensure compliance with our returns process. 1. Contact us to inform us you wish to return the goods and wait for our response. YOU SHOULD ONLY PROCEED TO THE NEXT STEP once we have authorised the return. 2(a). Ensure that the goods are in pristine condition. 2(b) Enclose a note with the returned item, clearly showing your name, address, e-mail and reason for return. You MUST also include a copy of your sales receipt as dispatched with your original order. Unfortunately we cannot accept returns without a copy of the original sales receipt. 3. Reseal the items in their original packaging (unless returning a faulty item) which should be in a suitable condition for re-sale. 4. The packaging needs to be resealed using the minimum quantity sticky tape necessary to safely secure the box. 5. Package the box with additional outer packaging and ensure that the return address is clearly marked on the additonal packaging and not the original item packaging. This should be marked on the additional outer packaging, DO NOT WRITE ON THE ITEMS ORIGINAL BOX OR PACKAGING. Additional packaging must be used (unless returning a faulty item). 6. Take some photographs of the repackaged item and e-mail them to customerservices@bathroomfactoryoutlet.co.uk. This will show that the products left you in perfect condition. 7. We will confirm the collection date if you choose our EXPRESS returns collection service or you may return the goods yourself. Following this procedure will ensure the cost of the goods will be fully refunded under our moneyback guarantee or the goods exchanged under our 12 months guarantee. The following is a non-exhaustive list showing examples why you may be penalized, charged or your return rejected: 1. Torn and/or damaged boxes/cartons 2. Writing on the boxes/packaging/cartons 3. Using Brown/Duck tape 4. Excessive use of tape 5. Missing polystyrene or drawstring pouches 6. Boxes/cartons left partially opened or folds/flaps damaged 7. Sending items back to us without confirming with us first. 8. Failure to send us photographs of the packaging and the good and/or packaging subsequently arrive back to us damaged. 9. Attempting to return non-faulty items outside of our moneyback guarantee or warranty 10. Failure to include a copy of the sales receipt. Please remember it is your responsibility to ensure not only that we get the goods back in good condition but the packaging also. Unfortunately, if you have damaged or destroyed the packaging (excluding faulty items) we cannot accept the items back. We reserve the right to charge a restocking and handling fee of 50% of the order value, subject to a minimum fee of £50.00 or refuse to accept the goods back, in the event that these procedures are not followed.