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Returns & Refund Policy

Cancelation of an Order

If for any reason you wish to cancel your order please e-mail or call customer services on UK: 0151 608 8011.

Please have your order number, delivery postcode and the date of order to hand.

If the order is for a stocked item (i.e. NOT special order) and the order has not already shipped from Wetrooms Online or our suppliers a full and immediate refund will be made.
If the item has shipped then the customer will need to arrange for its safe and complete return before a refund can be made. Please see the returns policy below.



If for any reason you wish to return your purchase, with the exception of special order items, we will offer a refund or an exchange as long as this is requested within 14 days of receiving your order. Goods must be returned to Wetrooms Online or if instructed the supplier in perfect condition and accompanied by the order confirmation. Wetrooms Online Ltd. is not liable for postage, shipping or taxes due on returned goods. Please take into account postage and shipping times when returning goods.

From the acceptance of the refund request you have a further 14 days to return the item as directed.

We recommend using Recorded or Special Delivery when returning products since Wetrooms Online Ltd. and the Supplier will not be responsible for products lost or damaged in transit. Postage will be refunded only if products are faulty or an error has been made on the part of the supplier or Wetrooms Online Ltd.

Wetrooms Online Ltd comply with the distant selling regulations, however we reserve the right to deduct a re-stocking fee (up to 25%) of the original cost purchase price for items that are returned and that we cannot resell as 'new'. This can include but is not exclusive to:

- Items returned in damaged / ripped packaging
- Items returned in non-original packaging
- Items returned incomplete
- Items returned due to lack of delivery access and / or access to the room of installation.

It is the senders responsibility to make sure the returned item is correctly and sufficiently packed to prevent damage in transit.

You must inform us of any damage prior to the return. Any claim for damage, not notified before the return, will be judged to have occurred during the return transit, and thus will be the responsibility of the sender / senders courier service.

Items damaged in return transit to Wetrooms Online Ltd (or the supplier) may result in a reduced refund dependent on the condition up to 100% of the price paid.

Please allow up to 14 working days for your return to be received, checked and the refund processed. Refunds will be made back to your original payment method.

To request a return please customer services on UK: 0151 608 8011. Please have your order number, delivery postcode and the date of order to hand.

Please print out and attach the returns form to every item in the return consignment: Wetrooms Online Returns Form.

Special Orders / Bespoke Items:

Special order / bespoke items are exempt from our returns policy and can only be returned if delivered damaged, incomplete or if the order is incorrect due to Wetrooms Online or the manufacturers proven error. Special orders and bespoke items cannot be cancelled once placed onto the manufacturer.

Returns / Refunds Policy effective date: 27/07/2022