Returns & Refunds Policy

Last updated: 14 May 2026

Welcome to Cotswold Bathroom Brands. We want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returning bathroom sanitary ware products purchased through our website.

1. Your Right to Cancel (Distance Selling Regulations)

If you are purchasing as a consumer in the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013.

To exercise your right to cancel, you must notify us in writing by email at:

Email: cotswoldbathroombrands@gmail.com

You then have a further 14 days to return the goods to us.

Refunds will be processed within 14 days of receiving the returned goods, using the original payment method.

2. Eligibility for Returns

To qualify for a return:

Items must be unused, uninstalled, and in resaleable condition
Products must be returned in their original packaging with all accessories, fittings, manuals, and components included
Goods must not show signs of installation, damage, or modification
Proof of purchase is required

We reserve the right to reduce the refund amount if returned goods show signs of handling beyond what is reasonably necessary to inspect them.

3. Non-Returnable Items

The following items are non-returnable unless faulty or damaged:

Made-to-order or bespoke products
Special order items
Clearance or ex-display products
Installed sanitary ware or fitted bathroom products
Products damaged after delivery due to misuse or improper installation

4. Damaged, Faulty, or Incorrect Items

Please inspect all deliveries carefully upon arrival.

If your item arrives damaged, faulty, or incorrect:

Notify us within 48 hours of delivery
Provide photographs of the issue and packaging where possible
Do not install damaged or faulty products

Once verified, we will arrange a replacement, repair, or full refund as appropriate.

5. Return Shipping

Unless goods are faulty, damaged, or supplied incorrectly:

Customers are responsible for return shipping costs
Returned items remain the customer’s responsibility until received by us
We recommend using a tracked and insured delivery service

Original delivery charges are non-refundable unless the return is due to our error.

6. Large & Pallet Deliveries

Certain bathroom products are delivered via pallet or specialist courier due to size or fragility.

For these items:

Failed deliveries caused by customer absence may incur redelivery charges
Collection fees may apply for non-faulty returns
Customers must ensure suitable access for delivery vehicles

7. Refund Processing

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method within 14 days.

We may withhold refunds until goods are returned or evidence of return is provided.

8. Exchanges

We currently offer exchanges only for faulty or damaged items. If you require a different product, please place a new order and return the original item in accordance with this policy.