Delivery & Returns
Order Processing: Upon placing an order, a pre-authorisation check is performed on your payment card to ensure sufficient funds are available. This is a temporary hold, not an actual charge. Following this, we contact our supplier to check if your item is in stock for immediate dispatch.
If available, payment is processed, and the order dispatched. In the event of delays or backorder situations, pre-authorisation is voided, and you are promptly informed.
Delivery Care and Handling: Every item is carefully inspected and securely packed before dispatch to ensure it arrives in perfect condition. We take exceptional care in delivering bathroom fixtures and fittings, ensuring items arrive safely and efficiently. Our commitment is to provide a hassle-free delivery experience for all our customers.
Delivery Charges for UK Mainland:
- Orders for £500 and over: FREE delivery.
- Orders under £500: A £15 delivery.
For Highlands, Offshore, Channel Islands, and Republic of Ireland:
Highlands, Offshore, Channel Islands, and Republic of Ireland: Please contact us before placing your order for a delivery quote.
For returns, please note that customers are responsible for the cost of returning items unless the item is defective or not as described. We strive to keep delivery charges fair and transparent, reflecting only the actual cost of shipping.
Dispatch and Delivery Times: Our products are dispatched based on their availability and specific brand dispatch times, which can be found on the individual product pages under the "Delivery & Returns" tab. For the majority of our products, the delivery timeframe is within 3 to 7 working days. This ensures that your items are delivered promptly, allowing you to enjoy your purchase as soon as possible.
Please note, some bespoke products crafted to order, like handcrafted baths and plated finish brassware, may require additional manufacturing time up to 90 working days.
Tracking information is sent via email within 24 hours of dispatch. If not received within 6 working days, please contact our customer support team directly at support@bathroompassion.co.uk for immediate assistance.
Signature Requirement: All deliveries must be signed for upon receipt, ensuring secure and confirmed arrival of your order.
Delivery Scheduling: We aim to accommodate your preferred delivery date, requiring 5 working days' notice for specific requests. Deliveries are conducted Monday - Friday, excluding public holidays.
Delivery Access: An example of a delivery access challenge could be, If your property is located at the end of a narrow lane that is inaccessible to large delivery vehicles, or if there are any low bridges, weight-restricted bridges, or tight turns that a standard delivery truck cannot navigate. Additionally, properties with steep driveways, steps leading up to the property, or restrictions on parking or vehicle access during certain hours can also present significant challenges for delivery. Please mention these conditions in the 'Order Special Instructions' in your cart before checkout, to help us plan the most efficient delivery route and possibly arrange for a smaller vehicle if necessary.
Delivery Day: Our delivery service operates on a kerbside basis. Baths and other heavy items are transported using vehicles fitted with tail lifts, ensuring they're placed in an accessible location near your premises. This approach enables our drivers to deliver your items as close to your property as possible.
For moving heavy goods, such as cast iron baths, from the kerbside into your residence, it's advisable to have 2-4 strong individuals available to assist with transferring the goods indoors. It's important to note that our delivery staff cannot enter homes to move items due to insurance limitations and a policy designed to prevent any potential damages to your property and the delivered goods.
To prevent any disruption on the day of delivery, we recommend having all necessary preparations in place well in advance. This foresight will help ensure a smooth and efficient delivery experience.
Goods Inspection: Upon the arrival of your items, we kindly ask you to conduct a thorough inspection and report any discrepancies or damages within 48 hours. Taking high-quality photographs of any damages is recommended.
Unforeseen Delivery Delays: Refrain from scheduling installation work based solely on the proposed delivery date. Under no circumstances can Bathroom Passion accept returns once product installation has commenced. Our company cannot be held accountable for damages occurring after delivery acceptance. For real-time updates or concerns about your delivery, our customer support team is here to help. We understand the importance of timely delivery and are committed to keeping you informed every step of the way.
Collection Options: Direct collection from some of our suppliers is available. Please arrange with our team in advance.
Returns & Refunds
14-Day Return Window: Items can be returned within 14 days of delivery in their original, undamaged packaging. Exclusions and conditions apply.
Arroll products: are non-returnable unless there are manufacturer faults. If an Arroll item is received with a manufacturing fault, please contact us within 14 days of delivery to initiate a return based on these specific circumstances.
Bespoke Orders: Custom orders must be cancelled within 48 hours to avoid a £15 cancellation fee. Once production starts, these orders cannot be cancelled or refunded.
To Qualify for a Refund, Please Adhere to the Following Guidelines:
- Initiate Your Refund: Begin the process by emailing returns@bathroompassion.co.uk to request a refund. Ensure that your request is approved by our team before returning any items.
- Proof of Purchase: A valid receipt or proof of purchase is required to process your refund.
- Condition of the Item: Items must be in their original, pristine condition for resale. Returns of items that have been installed, used, or are not in the condition in which they were supplied will not be accepted.
- Original Packaging: All returns must be in their unmarked original retail packaging, with all tags or labels intact. The packaging should be undamaged and in a resalable condition. We advise carefully opening the packaging and retaining all packing materials to prevent any issues.
- Packing Responsibility: It is your responsibility to securely pack the item for return. If you are unsure about how to pack the item appropriately, please contact us for packaging advice.
- Return Carriage Costs: We cover return shipping costs if items are faulty or damaged; otherwise, you are responsible for these costs, and we recommend using a tracked and insured delivery service as we are not liable for goods damaged in transit, which are not eligible for a refund.
- Restocking Fees: Please note that the original delivery charge is non-refundable for non-faulty items. A restocking fee of up to 25% of the purchase price may also apply, covering the cost of processing items back into stock.
- Approved Refunds: We aim to process all approved refunds within 10 working days of receipt by our suppliers. Refunds will be issued to the original payment method, minus any applicable delivery charges and restocking fees.
Exceptions & Non-Refundable Items:
- Items made to order, like custom painted baths, are non-refundable once production has commenced.
- Products purchased from clearance are sold as final sale and cannot be returned.
Exchanges & Cancellations:
- Exchanges: please first request to return the original item. Once approved, you may place a new order. Items must be unused, unopened, and in the condition, they were received in original packaging. You (the Buyer) are responsible for the return shipping costs to the supplier's address, unless the product is faulty or damaged, in which case we will cover the return costs.
- Cancellations: after 48 hours of placing the order may be subject to a £15.00 fee. Additional fees may apply for larger orders.
- After Dispatched: If your order has been dispatched, you will be responsible for any costs associated with returning the item to our suppliers.
- Bespoke custom-made orders: should be cancelled within 24 hours of placing the order to avoid disappointment. Goods manufactured to retail customer specifications cannot be cancelled or refunded once production begins.
- Refunds: can only be issued to the same payment method used to place the order.
- European Union 14 day cooling off period: notwithstanding the above, if the product is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
Liability & Availability:
At Bathroom Passion, we strive to ensure the accuracy and up-to-date status of our product listings. Despite our best efforts, external factors such as fluctuating customer demand and supplier constraints mean we cannot guarantee the availability of every product at all times. Should an item you've ordered be unavailable, rest assured we will promptly inform you and propose either a refund or suitable alternatives, as appropriate.
Please note that Bathroom Passion is not liable for any expenses, losses, inconveniences, or disappointments that occur due to third-party actions, or for any indirect or consequential damages related to product issues.
We recommend postponing any installation services until after your goods have been delivered. This precaution helps avoid potential scheduling conflicts or inconveniences.
Our policy is to issue refunds according to the terms specified, without offering additional compensation.
In situations beyond our control that may impact the delivery, condition, or quality of our products, Bathroom Passion will not assume liability. For instance, if a sudden increase in demand depletes our supplier's stock faster than anticipated, leading to unexpected backorders for a popular bath model, or should a third-party courier experience a delay due to extreme weather conditions, preventing timely delivery of your order. However, it is important to understand that this does not affect your statutory consumer rights.
Get in Touch
Feel free to use any of the following methods to contact us. We promise a swift and helpful reply.
Phone Support: For assistance, please call us at: 0333 090 0705
Our customer service team is available from 9am - 5pm, Mon - Fri.
Email Us: Send us an email, and we’ll get back to you as soon as possible, typically within 24 hours.