Refund policy

At BathroomLux, we take great pride in the quality of every product we offer. However, we understand that sometimes your preferences may change — or the item may not be exactly what you expected.

We strive to ensure customer satisfaction with every purchase.

We offer a 14-day return window from the date you receive your order. If you're not satisfied with the product for any reason, you may request a return within this period.

Please note:

  • If the return is due to a quality issue or defect, we will cover the return shipping cost.

  • If there are no quality issues (e.g., change of mind, wrong size, etc.), the customer will be responsible for the return shipping cost.

To initiate a return, please contact us at customer@bathroomlux.com with your order number. We'll provide detailed instructions for the return process.

General return

To be eligible for a return, keep the original packaging. Item(s) must be:

  • In brand new condition
  • Unused, no pieces missing
  • Uninstalled and non-assembled
  • With original tags and original packaging
  • Please be aware that the 14-day return policy is based on the delivery time of each item shown on the carrier's website instead of the entire order. If you mark the item(s) as delivered more than 14 days after initiating the return, we will not accept it.

A few items can’t be returned, including:

  • Clearance items
  • Customized items
  • Offline purchase (items or parts not listed on our website)
  • Items marked “Non-Returnable” on the product page
  • Assembled or disassembled products
  • Without original packaging or severe damage to the original packaging
  • Please be aware that if you return items without authorization, our returns center will reject them and not issue a refund.

Please read: Couriers do not collect items that are not adequately packaged.
All returning items should be packaged in their original packaging. This procedure is the optimum method for return.
If the original packaging is not available, other appropriate packaging may be used to protect the product for the return journey.
Failure to adequately package the product will result in damage during transit.
This may affect the final amount refunded to the customer after inspection.

You can always contact us for any return questions at customer@bathroomlux.com

MY ITEM ARRIVED DAMAGED

If the product is damaged, you must note it immediately when signing for delivery and send photos to customer@bathroomlux.com on the day of delivery.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.

Unfortunately, we cannot accept returns on sale items or gift cards.

Other Return Policy Notes

  • If a specific brand or product sold by BathroomLux does not support the general return policy outlined above, this will be clearly indicated in the "Exclusions" section on the product page.

  • Products that are certified pre-owned, used, or marked as non-returnable are not eligible for return under any circumstances.

  • BathroomLux only sells to customers intending to use the products for the duration of their practical or economic life.
    Orders placed for short-term or temporary use — such as for events, trade shows, staging, or promotional setups — are not eligible for return, regardless of product condition.
    This includes, but is not limited to:

    • Trade show or conference venue installations

    • Event staging companies

    • Promotional or temporary-use purchases

  • Please allow 7–14 business days after the returned item is delivered to our returns center for our Customer Service team to inspect and process your refund.

  • Unauthorized returns (including items returned without prior approval, refusal of delivery, returns past the 14-day window, or returns in unacceptable condition) may be refused or sent back at your expense.
    If such a return is accepted at our discretion, a restocking fee or additional charges may apply.

CANCELLATIONS

If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.
All unshipped orders cancelled after 48 hours are subject to a £20 administration fee whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
Orders canceled after items have shipped will follow our 14 Day Return policy and will be subject to return shipping costs.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded using your original payment method within 7–14 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customer@bathroomlux.com

Contact Us

Thank you for choosing BathroomLux.com.

Our operating hours are from 9 a.m. to 6 p.m., Monday-Friday.

We are closed on Saturdays and Sundays.

Address: Beech Grove, Newport, NP10 8TB, United Kingdom, Wales.

The quickest method of receiving support is through our online contact form. As an alternative, you may email us on customer@bathroomlux.com