Refund policy

Returns, Cancellations & Refunds

Last updated: 29 August 2026

This policy explains how cancellations, returns and refunds are handled when you buy from Bathwise Limited. Nothing in this policy affects your statutory rights.

1. Who we are

Bathwise Limited is a company registered in England and Wales under company number 05967948. Our registered office and showroom is at 265–271 Northfield Avenue, London, W5 4UA. You can contact us at info@bathwise.uk.com.

2. Changing your mind about an online or other distance purchase

If you are a consumer and you buy eligible goods from us online, by telephone or through another distance-selling method, you will normally have 14 days after the day on which you receive the goods to tell us that you wish to cancel the contract, without giving a reason.

If one order is delivered in separate lots on different days, the cancellation period will normally run from the day after you receive the last lot or item.

After telling us that you wish to cancel, you must normally return the goods within a further 14 days, unless we have agreed to collect them.

3. How to cancel

To cancel an eligible distance order, contact Bathwise clearly stating that you wish to cancel. You can email info@bathwise.uk.com or write to Bathwise Limited, 265–271 Northfield Avenue, London, W5 4UA. Please include your name, order number, contact details and the goods you wish to cancel.

You may use the model cancellation form at the end of this policy, but you do not have to use it if your cancellation is otherwise clear.

4. Goods that may not have a change-of-mind cancellation right

Some legal exceptions apply. These can include goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for genuine health or hygiene reasons once the seal has been broken.

We will tell you before you order if we believe a product is being supplied on a basis that removes or limits a statutory cancellation right. A product is not automatically excluded merely because it is ordered from a manufacturer or supplier after you place your order.

This section does not remove your rights if goods are faulty, not as described, not fit for purpose or otherwise do not conform to the contract.

5. Looking after goods before return

You may inspect goods as you reasonably would in a shop. Please take appropriate care of them and, where possible, keep protective packaging until you are satisfied with the order. If handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, we may make a lawful deduction for any resulting reduction in value.

Do not install, alter, cut, drill, plumb in, permanently fix or otherwise modify goods if you intend to return them because you have changed your mind.

6. Return costs for change-of-mind cancellations

Where the law permits and we have told you before the contract is made, you are responsible for the direct cost of returning goods following a change-of-mind cancellation.

Many bathroom products are large, heavy, fragile or require specialist transport. Where goods cannot normally be returned by post, any return-cost information or reasonable estimate required by law must be provided before the contract is concluded. If Bathwise offers to arrange collection, we will tell you the direct collection cost before you agree to that collection. You may use another safe and reasonable return method where appropriate.

If goods are faulty, incorrect or otherwise supplied in breach of contract, return or collection costs will be handled in accordance with your statutory rights and will not be treated as a change-of-mind return.

7. Refunds after a valid distance cancellation

Where you validly cancel an eligible distance purchase, we will refund the sums due in accordance with the law. This normally includes the price paid and the cost of our least expensive standard delivery option. Extra delivery charges chosen by you above our standard delivery service may not be refundable.

For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first where the law allows. We will make the refund within the applicable statutory period, normally no later than 14 days after that point.

Refunds will normally be made using the original payment method unless you expressly agree otherwise.

8. Faulty, damaged, misdescribed or unsuitable goods

Goods supplied by Bathwise must meet the standards required by consumer law, including being of satisfactory quality, fit for any purpose made known to us where the law applies, and as described.

If goods do not conform to the contract, you may have legal rights including a short-term right to reject, repair or replacement, a price reduction, or a final right to reject, depending on the circumstances and timing. These rights are separate from the 14-day distance-selling change-of-mind right.

Please contact us as soon as reasonably possible if you believe an item is faulty, damaged or incorrect so that we can investigate and arrange the appropriate remedy. Prompt notification can help us resolve delivery damage quickly, but failure to report visible damage immediately does not by itself remove your statutory rights.

9. In-store purchases

There is no general statutory right to return an in-store purchase simply because you change your mind. Any goodwill return agreed for an in-store purchase is subject to the terms we give you at the time and does not affect your statutory rights where goods are faulty or otherwise do not conform to the contract.

10. Orders involving installation or services

Where your order includes design, installation or another service, separate cancellation rules may apply to the service element, particularly where you ask us to begin work during a statutory cancellation period. The agreed scope, start date and any service-specific cancellation information will be set out in your quotation, order confirmation or service terms.

11. Contact us about a return

Email: info@bathwise.uk.com

Post/return enquiries: Bathwise Limited, 265–271 Northfield Avenue, London, W5 4UA

Please contact us before sending large, fragile or palletised goods so that the safest return method can be agreed.

MODEL CANCELLATION FORM

Use this form only if you wish to cancel an eligible distance contract. You may also cancel by sending Bathwise another clear statement.

To: Bathwise Limited, 265–271 Northfield Avenue, London, W5 4UA

Email: info@bathwise.uk.com

I/We give notice that I/We wish to cancel the contract for the sale of the following goods / supply of the following service:

____________________________________________________________

Order number: ______________________________________________

Ordered on: __________________ Received on: _________________

Name of consumer(s): _______________________________________

Address of consumer(s): ____________________________________

____________________________________________________________

Signature of consumer(s), if this form is sent on paper: __________________

Date: __________________