Refund policy
Cancelation of an Order
If for any reason you wish to cancel your order please e-mail info@wetrooms-online.com 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.
Your Right to Return
Wetrooms Online Ltd complies fully with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Consumer customers have the right to cancel an order within 14 calendar days of receiving their goods.
To start a return, please contact us before the 14-day cancellation period expires:
- Email: info@wetrooms-online.com
- Telephone: 0800 280 8008
What Cannot Be Returned
The following goods are excluded from our returns policy:
- Made-to-measure, custom colour or custom-made products. Custom orders are non-returnable unless damaged upon delivery or supplied incorrectly due to an error on our part or the manufacturer's part.
- Products cut to a specified length (e.g. tanking membranes, underfloor heating cable, linear drain channel cut to size).
- Products that have been fully or partially installed. Commencing installation constitutes acceptance of the quality and condition of the goods.
Returning Your Goods
Once you have notified us of your cancellation, goods must be received back by us within 14 calendar days of that notification. The cost of return carriage is your responsibility.
Please ensure goods are adequately and securely packaged for return transit. We strongly recommend using the original packaging and obtaining proof of postage and transit insurance.
Condition of Returned Goods
Wetrooms Online Ltd complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; however, we reserve the right to deduct from your refund — up to 100% of the original purchase price — where goods are returned in a condition that prevents us from reselling them as new.
Deductions may apply where goods are returned:
- With damaged, torn or defaced outer or inner packaging, or where any sealed inner packaging, product bags or protective wrapping has been opened, removed or broken
- In non-original or inadequate packaging
- Incomplete — missing components, fixings, accessories or instructions
- Following a failed delivery due to access issues or absence at the delivery address
- Having been handled beyond what is reasonably necessary to inspect their nature and characteristics. For wet room products and building materials — including wetroom trays and tile backer boards — reasonable inspection is limited to visually examining the product and checking its dimensions. Placing goods in situ, applying any adhesive, silicone or sealant to any surface, or drilling or cutting the product in any way are actions that go beyond reasonable inspection and will disqualify goods from return
- Not having been adequately stored and protected whilst in your possession. Products must be kept in clean, dry conditions, away from active construction areas and protected from building materials at all times. Goods returned showing contamination from cement, tile adhesive, grout, plaster, silicone, sealant or other building materials due to inadequate storage or care, or showing physical damage sustained whilst in your care prior to return, will be subject to a deduction
Where we are unable to resell returned goods as new, a deduction of up to 100% of the original purchase price may be applied, reflecting our actual loss in value.
Condition Required for Return
We understand that products such as wetroom trays and tile backer boards may be offered up or checked for sizing during the planning stages of an installation. Provided goods are returned in a fully resaleable, as-new condition with no evidence of damage, contamination or modification, returns will be assessed on their merits.
Goods will not be accepted for return, or will be subject to a deduction of up to 100% of the original purchase price, where they show:
- physical damage of any kind — chips, cracks, scratches, dents or scuffs;
- drill holes, cut marks, scribe lines or any other physical modification;
- silicone, sealant, adhesive, mortar, grout or any other material applied to or in contact with any surface;
- contamination from building materials resulting from improper storage or handling whilst in your care; or
- any other condition that prevents the goods from being resold as new.
Where goods are returned in any of the above conditions, we reserve the right to apply a deduction of up to 100% of the original purchase price or to decline the return entirely and return the goods to you at your cost.
Transit Damage on Return
It is your responsibility to ensure goods are sufficiently packaged to prevent damage during return transit.
You must inform us of any pre-existing damage before dispatching your return. Any damage not notified prior to dispatch that is identified when we receive the goods back will be considered to have occurred during return transit and will be the responsibility of the sender or their courier. This may result in a deduction from your refund of up to 100% of the original purchase price.
Refund Processing
Please allow up to 14 working days from the date we receive your returned goods for inspection and refund processing. Refunds will be made to your original payment method. Original standard delivery charges will be refunded; supplementary delivery upgrades are non-refundable.
Third-Party Brand Restocking Fees (wedi, Impey, AKW, etc.)
Products supplied by third-party manufacturers may be subject to a restocking fee charged by that manufacturer, which will be deducted from any refund due. We will advise you of any applicable fee before confirming acceptance of your return.
No restocking fee is applied by Wetrooms Online Ltd on own-brand "Wetrooms Online" products returned in a resaleable condition within the required timeframe.
Business Customers (B2B)
Business customers have no statutory right to cancel. Where we agree at our sole discretion to accept a return, the following conditions must be met in full:
- A returns request must be submitted to info@wetrooms-online.com or by telephone on 0800 280 8008 before goods are dispatched to us
- Goods must be received back by us within 14 calendar days of delivery
- Goods must be in original, undamaged, unopened packaging and in a fully resaleable condition
- Goods must be complete with all components, fixings, accessories and instructions
No restocking fee is applied on own-brand Wetrooms Online products. Third-party manufacturer returns may attract a manufacturer restocking fee, which we will advise you of at the time the return is agreed. Custom and made-to-specification products are non-returnable unless supplied in error or received damaged.
Full Terms & Conditions
This policy is a summary. Our full returns terms, including all applicable deduction provisions, form part of our Terms & Conditions, which you agreed to at the point of purchase.
Get in Touch
Email: info@wetrooms-online.com
Telephone: 0800 280 8008
Monday to Friday, 9am – 5pm
Returns / Refunds Policy effective date: 20/05/2026