We want you to be happy with your purchase from ESE Bathrooms. This policy explains your rights when cancelling an online order, returning an unwanted item or reporting a faulty, damaged or incorrect product.

Nothing in this policy affects your statutory rights.

Cancelling an Online Order

If you are a consumer purchasing from us online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your goods. Once you have notified us of your cancellation, you then have a further 14 days to return the goods.

To request a cancellation or return, please email sales@esebathrooms.co.uk with your order details.

If your order has not yet been dispatched, please contact us as soon as possible and we will try to stop the shipment.

Certain goods may be excluded from the statutory right to cancel, including goods made to your specifications or clearly personalised, where the applicable law provides an exemption. We will make this clear before purchase where relevant.

Returning Unwanted Goods

Please take reasonable care of goods while they are in your possession.

You may inspect and handle a product as you reasonably would in a shop to establish its nature, characteristics and functionality.

Where handling goes beyond what is reasonably necessary and causes a reduction in the value of the goods, we may make an appropriate deduction from the refund as permitted by law.

Where possible, please return products with their original packaging and accessories. The absence of original packaging does not automatically remove your statutory cancellation rights, although you should package returned goods appropriately to protect them during transport.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Do not send products directly back to the manufacturer unless we specifically instruct you to do so.

Return Delivery Costs

For unwanted goods returned under your right to cancel, you will normally be responsible for the direct cost of returning the goods, provided we informed you of this before you entered into the contract.

This also applies where the goods supplied are correct and as described, but you later discover that they are unsuitable for your intended installation because relevant dimensions, plumbing connections, water supply requirements, electrical requirements, installation clearances or other compatibility requirements were not checked before ordering.

We strongly recommend checking all relevant product dimensions, specifications and installation requirements with your installer or a suitably qualified tradesperson before placing your order.

Many of the products sold by ESE Bathrooms are large, heavy, fragile or palletised and cannot normally be returned by standard post.

The cost of returning bulky or palletised goods depends on factors including the size and weight of the consignment, collection postcode and delivery location. The exact collection or return transport price can be provided on request before the return is arranged.

For bulky goods that cannot normally be returned by post, the direct return cost for UK mainland returns is estimated at up to approximately £80.

You may arrange an appropriate return carrier yourself or, where available, we may be able to arrange collection on your behalf. Please contact us before arranging a bulky return.

If the goods are faulty, damaged, incorrect, not as described or otherwise do not conform to the contract, you will not be responsible for reasonable return or collection costs where the law requires us to bear those costs.

Refunds

Where you exercise your statutory right to cancel, we will refund the amount due to you, including the cost of our least expensive standard delivery option where required by law.

If you selected a more expensive delivery method than our standard delivery service, we are not required to refund the additional delivery cost.

We may withhold the refund until we have received the goods back or you have provided evidence that you have returned them, whichever occurs first, where permitted by law.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

Where the statutory cancellation right applies, refunds will be processed within 14 days of receiving the returned goods or evidence that you have returned them, as applicable.

Damaged, Faulty or Incorrect Goods

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives visibly damaged, incorrect or incomplete, please contact us as soon as possible at sales@esebathrooms.co.uk. Photographs of the product and packaging can help us investigate the issue quickly, and we may reasonably request photographs or other information relating to the problem.

Reporting visible transit damage promptly also helps us raise a claim with the delivery company. However, failure to report a problem within 24 hours does not remove your statutory rights.

Goods supplied by ESE Bathrooms must be as described, of satisfactory quality and fit for purpose where required by law.

If goods are faulty or do not conform to the contract, you may be entitled to a refund, repair, replacement, price reduction or other remedy under the Consumer Rights Act 2015, depending on the circumstances and when the problem is reported.

Nothing in this policy limits your statutory rights.

Installation & Compatibility

Before ordering, please check that the product is suitable for your intended installation, including its dimensions, plumbing connections, water supply requirements, electrical requirements where applicable, installation clearances and any other relevant technical requirements.

We strongly recommend discussing these requirements with a suitably qualified installer before placing your order if you are unsure about compatibility.

If the product supplied is correct and as described but cannot be installed because the installation requirements, dimensions, connections or other conditions at your property are unsuitable, this will not normally mean that the product is faulty. If you are eligible to return the product under your statutory cancellation rights, the return will normally be treated as an unwanted return and you will be responsible for the direct return cost.

This does not apply where the incompatibility results from incorrect or misleading information supplied by ESE Bathrooms about the product. In those circumstances, your statutory rights remain unaffected.

Please check that your product is the correct item, model, size, colour and specification and that there is no visible damage before installation.

Do not install or attempt to install a product that you believe is damaged, incorrect or defective. Contact us first so that we can investigate and advise you.

Installing or altering a product does not automatically remove your statutory rights where the product was faulty or did not conform to the contract when supplied.

However, we are not responsible for faults or damage caused by incorrect installation, misuse, accidental damage, unauthorised alteration or normal wear and tear.

We strongly recommend that installation is carried out by a suitably qualified professional where appropriate.

Exchanges

If you receive a faulty, damaged or incorrect product, please contact us at sales@esebathrooms.co.uk and we will explain the available options.

Where you simply wish to exchange an unwanted product, please contact us and we will let you know whether an exchange can be arranged. Your statutory cancellation rights are unaffected.

How to Contact Us

To cancel an order, request a return or report a problem, please contact:

ESE Bathrooms Ltd
Email: sales@esebathrooms.co.uk

Please include your order number, the product concerned and a brief description of your request. If the product is damaged or faulty, photographs of the product and packaging may help us resolve the issue more quickly.

Model Cancellation Form

Only complete and return this form if you wish to cancel your contract.

To:
ESE BATHROOMS LTD
124 City Road
London
EC1V 2NX
Email: sales@esebathrooms.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods ordered:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s):

(only required if this form is submitted on paper)

Date:

You may send this form, or any other clear statement confirming your decision to cancel, to sales@esebathrooms.co.uk.