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Return Policy

 Return-policy

 How do I return an item? 

You are not satisfied with your order? That is unfortunate to hear. You would like to return your order because of an error in color or size? Did you make a mistake while selecting your products? Once the items have been dispatched and delivered, you have 15 days from the date the last item on your order is delivered to notify us of your wish to return the item(s).

Please follow the process below:

Small items (Free Returns):

  1. First, contact our customer service team via email at service@superbath.co.uk.
  2. Our customer service team will then send you a return label via email along with instructions for your return.
  3. You can then drop off your parcel at the post office of your choice. If you return the items of your order by using the return label provided to you by us, you will not have to pay additional shipping costs.
  4. As soon as we have received the goods, our team will inspect the items and approve their return if they are returned in excellent condition.

      Large & Ceramic items (Shipping costs):

  1. First, contact our customer service team via email at service@superbath.co.uk.
  2. Our customer service team will send you payment details to arrange a collection.
  3. The shipping costs will be billed to you, without surcharge. Please be aware that the cost may vary depending on your address (depending on your address this can range betweem £ 50 or £150)
  4. Once we have received the funds, you will receive a call from the courier confirming a collection date and time by pallet.
  5. As soon as we have received the goods, our team will inspect the items and approve their return if they are returned in excellent condition.

      The return will be refused if:

          - The item is not returned in its original packaging
          - The item has been installed or used
          - The packaging is damaged
          - The return label or other adhesive is present on the original packaging
          - Spare parts are missing

If your return is approved, a refund for the item(s) will made to the original payment method used at the time of purchasing. Please allow 5-10 working days for the refund to be processed and for the funds to show in your account.

Can I exchange an item?

We do not offer direct exchanges. However, it is possible to return your item to us for a refund and to place a separate order for the new item that you wish to receive.

Please note, your refund will only be processed once your returned item has been received and has been approved by our returns centre.

 

My order is faulty, how do I return it?

The goods you ordered are faulty? A spare part is missing in your parcel? Then you have 3 days after receipt to notify us of any defaults for free of charge rectification.

Please follow the process below:

  1. First, contact our customer service via email at service@superbath.co.uk with pictures or videos showing any defaults.
  2. Our team will then determine if the goods are subject to a return.
  3. If the goods can be returned, our customer service will send you a return label with instructions to follow.
  4. You can then drop the parcel off at the post office of your choice at no additional cost.
  5. As soon as we receive your return, our team will inform you of the replacement procedure for your specific case.
  6. If you are only missing a spare part, our team will determine if the whole product will be replaced or if a spare part will be dispatched to you instead.

Please allow up to 30 days after receipt of your return for your refund to be processed.

 

PLEASE NOTE
You will only be refunded if your order is returned to us in an excellent and new condition. If your order is damaged due to poor packaging on your part, if there are missing pieces or if there are any traces of use, we will be obliged to charge you the full price of the product. Furthermore, we will only refund the cost of the item and not the cost of shipping.