Returns and refunds

You can return most items within 30 days of delivery if you change your mind. If something arrives faulty or damaged, we’ll put it right.

Changing your mind

You have 30 days from the day after you receive your order to tell us you want to return it. If your order arrives in more than one delivery, the 30 days start the day after the last item arrives. You don’t need to give a reason. The law gives you 14 days; we extend this to 30.

• Returns within 14 days: full refund of the item price.
• Returns from day 15 to day 30: refund less a 20% restocking charge.

The restocking charge never applies to faulty, damaged or wrong items.

How to cancel

Email info@clanbathrooms.co.uk with your name, order number and the items you want to return. You can use the cancellation form at the bottom of this page, but you don’t have to.

Sending items back

• You must send the items back within 14 days of telling us you are cancelling.
• Items should be unused and, where possible, in their original packaging. Pack them well: you are responsible for them until they reach us.
• Returning the items is your responsibility, and you pay the cost of sending them back. We’ll email you the return address once you contact us. Items sent back without contacting us first can’t be accepted.
• Large or heavy items such as baths, shower trays, vanity units and enclosures can’t go by normal post and need a pallet or two-person courier. Returning these usually costs between about £40 and £90, depending on the size and weight of the item.
• We recommend using a tracked service. We can’t refund an item that doesn’t reach us.

Your refund

• We refund the price of the items and the standard delivery charge you paid. For returns after day 14, we deduct the 20% restocking charge and don’t refund the delivery charge.
• If you return only part of an order, we refund the delivery charge only if you would not have paid one without the returned items.
• We refund you within 14 days of receiving the items back, or of you showing us you have sent them, whichever is sooner. Your bank may take a few more days to show it.
• Refunds go back to the card or payment method you used.
• You can handle items as you would in a shop to see if they are right. If items come back used, damaged or missing parts beyond that, we may reduce your refund to reflect their lower value.

Items you can’t return because you changed your mind

• Items made or adapted to your specification.
• Items sealed for hygiene reasons, such as toilet seats, if the seal has been broken.
• Items that have been fitted, plumbed or wired in, or sealed with silicone or adhesive.

This does not affect your rights if an item is faulty.

Damaged, missing or wrong items

Please check your order when it arrives and before anything is fitted. If anything is damaged, missing or not what you ordered, email info@clanbathrooms.co.uk with your order number and photos, ideally within 48 hours. We will send a replacement or refund you, and we cover all the delivery costs.

Faulty items

Under the Consumer Rights Act 2015, you can reject a faulty item within 30 days of delivery for a full refund. After 30 days you can ask for a repair or replacement, and if that doesn’t fix it, a price reduction or refund. Many products also carry a manufacturer’s guarantee, shown on the product page.

Contact us first with your order number, a description of the fault and photos or a short video. We arrange and pay for collection and replacement of faulty items. Faults don’t include wear and tear, damage from incorrect fitting or misuse, limescale, or cleaning with harsh products.

Cancellation form

If you want to cancel, you can copy this into an email to info@clanbathrooms.co.uk:

Questions

Email info@clanbathrooms.co.uk or call 0141 474 2492.