1. Cancelling a Standard Online Order

If you are buying as a consumer, you can normally cancel an online order for standard goods without giving a reason. This includes ordering the wrong size or finish.

The usual cancellation period ends 14 days after the day you receive the goods. If goods from one order arrive separately, the period normally runs from receipt of the last item.

Tell us clearly that you wish to cancel within that period. You then have a further 14 days to send the goods back.

You may also request cancellation before delivery. Contact us promptly so we can check whether dispatch can be stopped.

2. How to Arrange a Return

1. Email us: include your name, order number and the items you wish to return.
2. Confirm the return arrangements: we will provide the appropriate return address and discuss transport options.
3. Package the goods carefully: protect the glass, profiles, fittings and tray where applicable.
4. Keep evidence of dispatch: retain your courier receipt and tracking details.

You do not need to wait for our acknowledgement to exercise your cancellation right. Keep a copy of your cancellation message and return the goods within the applicable deadline.

Please confirm before sending goods to this address. Some products may need to be returned to a different location. Do not send goods directly to a manufacturer without checking the arrangements with us.

3. Packaging and Product Condition

You may inspect goods to establish their nature, characteristics and functioning, as you reasonably would in a shop.

Please retain the original protective packaging wherever possible. Shower doors and trays are large or fragile products and need suitable packaging for safe return transport.

For change-of-mind returns, we may make a deduction for a loss in value caused by handling beyond what is necessary to inspect the goods, where permitted by law. Installation, use or damage may affect their value.

We do not apply an automatic restocking fee to a valid statutory consumer cancellation. Missing or opened packaging does not automatically remove your cancellation right.

4. Return Transport Costs

For change-of-mind returns, you are responsible for the direct cost of returning the goods where this responsibility was disclosed before purchase.

Shower doors and trays may require a specialist carrier rather than a standard parcel service. Return costs depend on the product, its size and weight, and the collection location.

If you would like us to arrange a collection, we will provide a quotation for you to agree before booking. You can also arrange a suitable carrier yourself; we recommend a service with appropriate cover for the goods being transported.

Where goods are faulty, damaged on arrival or supplied incorrectly, we cover reasonable return costs. Contact us first to agree suitable arrangements.

5. Refund Amounts and Timing

For a valid cancellation of your entire order, we refund the price of the returned goods and the standard outbound delivery charge you paid. If you selected a more expensive delivery service, we refund only the equivalent standard delivery cost.

Any lawful deduction for diminished value will be explained. Any separately agreed return collection charge will also be made clear.

Cancellation refunds are made without undue delay and normally no later than 14 days after we receive the goods back or you provide evidence of sending them back, whichever happens first. Different timing rules can apply where we have offered to collect the goods.

Refunds are made using the original payment method unless you expressly agree otherwise. Your bank or payment provider may take additional time to display the credit.

If you believe a refund is overdue, email us with your order number so we can investigate.

6. Damaged, Faulty or Incorrect Goods

Please contact us as soon as practical if your order arrives damaged, is faulty or does not match what you ordered. Include your order number, a description of the problem and photographs where possible.

Please avoid installing visibly damaged or incorrect goods, and keep the packaging while we assess the problem.

For consumers, goods must be of satisfactory quality, fit for purpose and as described. If they do not meet these requirements, you normally have a short-term right to reject them for a refund within 30 days, subject to the applicable legal rules.

You may choose an appropriate repair or replacement instead. After the short-term rejection period, repair or replacement will usually be the first remedy, with further rights where the legal conditions are met.

We will not insist on a replacement where you are legally entitled to reject the goods for a refund. Reporting a problem promptly helps us resolve it; it does not replace or reduce your statutory rights.

7. Custom-Made Goods and Business Orders

The usual change-of-mind cancellation right does not generally apply to goods made to your specifications or clearly personalised. Any applicable exclusion will be explained before purchase.

An item is not automatically excluded simply because it is ordered from a supplier specifically for your order. Your rights concerning faulty or incorrectly supplied goods remain unaffected.

This consumer cancellation policy does not automatically apply to purchases made for business purposes. Business returns are subject to the terms agreed for the order.

Cancellation Email Template

You can use the wording below, although any clear statement that you wish to cancel is sufficient.

Frequently Asked Questions