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.
Due to the ongoing coronavirus pandemic, we are 'quarantining' all returned goods for approximately 5 working days upon receipt, although this could be longer depending on volumes. This will inevitably delay processing your refund slightly, but equally we have a duty to safeguard the well-being of our staff. We apologise for any inconvenience caused and thank you for your understanding.
30 Day Money-Back Guarantee
According to UK law, customers are allowed 14 days to return products bought online, but we are pleased to go above and beyond this, by offering a no-quibble 30 day guarantee on refunds for all customers.
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 condition or genuinely faulty if this is not the case. We regret, however, that fitted products (e.g. that require plumbing installation) or products which have been customised, personalised, or physically-altered from their original specifications cannot be returned or exchanged once they are fitted (if applicable), unless they are found to be faulty. Postage charge refunds vary depending on the circumstances (see below for faulty/non-faulty items).
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 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 postage costs if delivered items fall into these categories, but we will not reimburse your original delivery charges if we are able to provide the correct replacement or quantity of items.
Refunds and exchanges outside of the 30 day period are discretionary unless the items are faulty.
Returning Non-Faulty Items
Unwanted items, items that are no longer required, or items ordered by mistake can either be refunded or exchanged for the correct or an alternative item within 30 days from the date of delivery. You will be liable for any additional postage costs incurred if you want a different item sent out as an exchange or replacement; this includes the cost of returning the original items as well as sending out any desired alternatives. If no alternative replacement is found or desired, the items can be returned within 30 days from the date of delivery for a refund (excluding original postage costs and return postage costs if we had paid for this).
Returning Faulty Items
For faulty items, we are happy to refund the complete value of your transaction, including any postage charges unless you opt for a replacement, up to 12 months from the date of delivery. Anything after 12 months is discretionary.
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 in good condition, we will not refund your original postage costs and may charge you for the cost of sending the items back to us as well (if we had originally paid for this).
All of our products come with manufacturers' guarantees or warranties, covering manufacturing defects (time-scales 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 on 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 do 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 about it. 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 highly recommend that you send items back using recorded/tracked delivery services to ensure their safe arrival.
Any money being refunded to you will be credited through the original method you used to purchase your goods originally, most likely a debit/credit card through Stripe, PayPal, or Amazon Pay.
If we need to collect additional returns postage charges from you, these will be deducted from the value of the items that you would like refunded.
The crediting process usually takes around 3 working days after we have received your items, and may take a further 2-3 working days for the credit to show on your statement. However, during busier periods this could take longer, so is only intended as general guidance. If you would like to know when your refund will be dealt with approximately, or whether we have received your items, please call us on 01452 619836 or email email@example.com.
If in doubt, please don't hesitate to contact us first if you are unsure about any item you are ordering or if you have any questions about this returns policy.
Our returns/exchanges address is as follows:
F.A.O. Returns Dept
National Shower Spares
Units 16-17 Bamel Way
Gloucester Business Park