Delivery and Returns

Order Confirmation:

As soon as you place your order, we will pre-authorise your card, however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched as soon as it is available. Each brand has a specific timescale, and these can be found on the Delivery tab within the product descriptions. If there is any delay such as an item which is on back order, we will void the pre-authorisation and contact you to let you know.

Order Delivery:

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within the timescales specified for that brand. If for any reason it cannot be dispatched within 5 working days then we will let you know. We will send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at sales@brandnewbathrooms.co.uk so that we can help.

Some of the delivery services we use provide a 'curb side' delivery, meaning that the couriers will deliver the product to the curb and not into the property. This is common with larger items. 

This service does not include set up or assembly of items, or the removal of packaging materials. We would strongly recommend that at least 2 able bodied persons are available to receive the delivery of these larger items, such as bath tubs, in order to the carry the products inside.

Please advise us at order if you have any access restrictions to your property. Most couriers will only deliver to ground floor locations, and if your item is delivered on a pallet, then it may not be possible to deliver up or down steep inclines.

Delivery Costs:

Delivery to Mainland UK: 
Total Cost: £0.01-£99.99 = £8.99 delivery surcharge
£100.00-£499.99 = £16.99 delivery surcharge
£500.00 and over = Free Delivery

Please note, some suppliers will offer free delivery on all items, and if this is the case, the discount will be applied at the checkout stage.

Please note we may apply an additional fee for delivery to Northern Ireland and some parts of Scotland. Please contact us prior to placing an order for more information.

We will confirm by email following each order of the estimated delivery times.

Please note that if you are not home at a designated delivery time, you will be subject to a re-delivery charge.

Damages:

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to returns@brandnewbathrooms.co.uk so that we can open an insurance claim on your behalf.

PLEASE NOTE that we cannot accept a return under any circumstances if you have begun installation of the product. We can not be held responsible for any damages that occur after accepting delivery.

Cancellations:

Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

Returns:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. (Unless specified by brand below)

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags/stickers, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@brandnewbathrooms.co.uk

Please note that we do not accept returns at our Head Office,

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please do not send any returns to our Head Office as these will be rejected and you will be charged in full for the item concerned.

You can always contact us for any return questions at returns@brandnewbathrooms.co.uk

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at returns@brandnewbathrooms.co.uk

Exceptions / non-returnable items:
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

However, we would like to advise you that unless the return is due to a faulty item or incorrect item, a 30% restocking fee will be applied to all returns. This fee will be deducted from any final refund or charged to the customer in the event of an exchange request. 

This fee covers the costs associated with processing returns, including inspection, repackaging and restocking of the items.

Some exchanges will be granted if the product has a manufacturers fault or damage, and we are notified within 24 hours of you receiving the item, by emailing returns@brandnewbathrooms.co.uk

Availability:

From time to time some products may be removed by the manufacturer and this could result in a slight delay in our website being updated to reflect this. If you purchase a product which has been removed or discontinued, and we cannot supply the goods, then you will receive a full refund for the item, and we will contact you to try and find a suitable alternative.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.