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 an extra 3 working days (approximately) 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 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 a 30 day guarantee on refunds for our 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, 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.
Postage 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 postage 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 for the size of your items/order at the time.
Refunds and exchanges outside of the stated 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. These must be in a re-saleable, original condition, in the original and undamaged packaging.
You will need to pay for the cost of returning non-faulty items back to us.
We will refund your original standard postage cost. But, if you had paid for a delivery upgrade to Special Delivery (for instance), you will only be refunded up to the price of normal delivery at the time instead.
Depending on the circumstances, you may be have to pay for any additional postage costs (e.g. specifically requesting a replacement item is sent out on an upgraded or faster service).
Returning Faulty Items
For faulty items, we are happy to refund the complete value of your transaction, including full 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 workable, we reserve the right to deduct certain postage charges (if we had paid for these to retrieve your goods) from your total refund.
All of our products 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 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 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 postage costs or promotional gifts – see above), then 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