Voted No. 1 in BathroomReturns & Cancellations Policy
Here at National Shower Spares, we believe in the products we sell and we are extremely proud of the services we provide to all of our customers.
We strive to do our best to deliver quality products to you at all times. However, if for any reason you aren't satisfied with your items, please read the relevant section(s) within this policy to claim a refund or request an exchange from us.
Cancellations
Prior to despatch: We will try to process cancellation requests whenever possible, but this is not guaranteed. Orders are processed frequently and automatically through our system, so it may not always be possible to cancel an order, even if it has not yet been despatched. If we are able to facilitate your cancellation request, we will issue a refund to your original payment method. Refunds may take 2-3 working days for the credit to show back on your account/statement.
After despatch: If your order has already been processed and shipped, we are unfortunately unable to cancel it. In this case, you will need to accept the delivery and follow our standard returns process (see below) to send your item(s) back for a refund.
If you decide you wish to cancel your order, please contact us as soon as possible and provide your NSS order reference number, full name, and the reason for cancellation.
30 Day Easy Returns
According to UK law on long-distance selling regulations, customers are allowed 14 days to return products bought online, but we are pleased to go above and beyond this, by offering 30 days to our customers instead.
You have 30 days from the date of delivery to return or exchange your items (see below on how to do this). All items must be in a re-saleable, original condition (i.e. not customised, personalised, physically-altered, installed), in the original and undamaged packaging, or genuinely faulty if this is not the case.
Delivery charge refunds vary slightly depending on the circumstances (see below for faulty/non-faulty items). But please bear in mind that you will not receive a refund on your delivery if you only want to return part of your order.
Please also note that if you purchased a product with a promotional reward (e.g. "buy Product X and get a gift card worth £20"), then we reserve the right to deduct the value of the supplied promotional reward from the total refund given if you do not also send this back (or have already spent it) and the product isn't faulty.
You should open all boxes carefully and thoroughly check the goods for transit or other damage on the day of delivery. Any damage or deficiency must be notified within 30 days of the date of delivery, otherwise we regret that claims for credit cannot be accepted. If you receive items that are not what you ordered or you receive an incorrect quantity of items, we must be notified within 30 days of delivery too. We will cover any additional (standard) postage costs to rectify our mistake in such situations. If you had paid for an upgraded/faster delivery service, you may also be eligible for a refund on your postage up to our standard delivery price at the time.
Refunds and exchanges outside of the stated 30 day period are discretionary unless the items are faulty.
Returning Non-Faulty Items
Non-faulty items can either be refunded or exchanged for an alternative item within 30 days from the date of delivery. These must be in a re-saleable, original condition and in the original, undamaged packaging.
Common reasons include: unwanted items, items that are no longer required or are excess to requirement, items ordered by mistake, items ordered in the wrong quantity, etc.
You will need to pay for the cost of returning non-faulty items back to us. If you used our online returns portal, we will deduct a small fee from the refund amount due, to cover our expense of paying for your items to be collected and delivered back to us via this facility on your behalf.
For delivery charges, we will only refund up to our standard delivery price, in most cases. This means that if you had paid for an upgraded/faster service, you will only be refunded up to the price of our standard delivery service at the time instead. For example, if at the time of ordering our standard delivery service was £4.99, but you opted to pay £7.99 for a next day service, you will only be refunded £4.99. Refunding the full delivery cost for upgraded/faster services is discretionary, as per UK law.
Depending on the circumstances, you may have to pay for any additional delivery costs (e.g. for exchanges or specifically requesting a replacement item is sent out on an upgraded/faster service).
Returning Faulty Items
For genuinely faulty items, we are happy to refund the complete value of your transaction, including full delivery charges (unless you opt for a replacement), up to 12 months from the date of delivery. Anything after 12 months is discretionary.
Please note that, as per above, damaged goods must be notified within 30 days of delivery. Items will not be considered "genuinely faulty" past this time if the "fault" was caused by delivery or transit issues.
Similarly, we do not consider goods damaged through poor installation as being "genuinely faulty" either.
Upon receipt of the items, we will inspect and/or test them to verify the faults described. However, if you send items back to us claiming they are faulty, and after inspection from us they are found to be adequately viable, we reserve the right treat this as a non-faulty return and may deduct certain charges from the refund amount due (as described elsewhere in this policy). These include upgraded/faster delivery costs, return costs (if we had paid for these on your behalf), any promotional gifts, replacement packaging, and missing components.
All products sold by us come with manufacturers' guarantees or warranties, covering manufacturing defects (limits vary between manufacturers). Warranty and guarantee claims can only be raised against the original manufacturer(s), but we will guide you through this process if you need any help.
How To Return Items To Us
For any refund or exchange, it is extremely beneficial and will speed up the returns process if you include a copy of your invoice (proof of purchase) and a covering note, explaining the reason for return, whether the item is faulty, and any further instructions if required. Please also retain your original packaging. Do not deface or write on the packaging or your invoice as this may hinder our ability to process your return.
Contacting us prior to returning items is not always necessary, but we are happy to help you should you contact us. You do not need to obtain a refund number from us in advance, as we do not require such references.
If your items are faulty, you may contact us in advance to help with the process, or to get advice on whether the items are actually defective if you are unsure. If there is a problem with your order or your items arrived damaged, you should contact us as soon as possible (but within 30 days).
You are responsible for any items sent back to us. Because of this, we strongly recommend that you send items back using recorded/tracked delivery services to ensure their safe arrival.
Crediting Process
Any money being refunded to you will be credited back to your original payment method, most likely a debit/credit card through Stripe, PayPal, or Amazon Pay.
If we need to collect additional charges from you (e.g. return delivery costs or promotional gifts – see above), these will be deducted from the total refund amount due.
The crediting process usually takes around 5-7 working days after we have received your items, and may take a further 2-3 working days for the credit to show back on your account/statement. However, during busier periods this could take longer, so is only intended as general guidance.
If in doubt, please don't hesitate to contact us first if you are unsure about any item you are ordering, if you have any questions about this returns policy, or require further information.
Our returns/exchanges address is as follows:
F.A.O. Returns
National Shower Spares
Units 16-17 Bamel Way
Gloucester Business Park
Brockworth
Gloucester
Gloucestershire
GL3 4BH