Process

In short

  1. Order and payment of different new item

  2. Return your unwanted item to us

  3. Delivery of new item

  4. Manufacturer refund to us the retailer, minus any restock fee and subject to terms

  5. Refund paid back to your account

Details

  • Once we know what the change is and if there's a replacement product you are wanting, we will raise an order for the new product as soon as possible. Once you have paid for this, we will pay the manufacturer and then they will despatch it to us in the normal way.

  • Either you return the unwanted item to us, or we will arrange to pick-up the item you are returning and will take care of the dealings with the manufacturer for you.

  • As soon as the manufacturer has approved and sent a credit, we will send that credit to you via transfer to your bank or a cheque if you prefer.

  • PLEASE KEEP ALL PACKAGING INTACT AND DO NOT USE DUCK TAPE OR SIMILAR ON THE BOXES. MANY MANUFACTURERS NEED THE ITEM IN ITS ORIGINAL PACKAGING IN ORDER TO ISSUE A CREDIT. THEY WILL ALSO INSPECT IT CAREFULLY FOR ANY SIGNS OF FULL OR PARTIAL INSTALLATION.

  • PLEASE ALSO REMEMBER THAT 99% OF MANUFACTURERS CHARGE A RESTOCKING FEE FOR ITEMS RETURNED UNWANTED. THIS IS USUALLY 25% OF THE RRP. THERE IS ALSO A TIME LIMIT OF EITHER 28 OR 30 DAYS FROM DELIVERY TO US WITHIN WHICH TO RETURN THE ITEM. These protocols are set by manufacturers, not us and are standard within the industry. We do not get paid for administering returns.

We want to make everything about your bathroom process as easy as we can and you may know by now how different The Small Bathroom Company is in the amount of extra time and effort we go to with our communication, service and effort to take away as much hassle from you as possible.

Changing a product though is just one of those things that we are occasionally called-upon to assist with.

Some manufacturers have strict protocols and regardless of our buying influence, understandably, they have to charge a re-stock for the costs incurred in picking-up, checking and repacking.

Therefore, because we already much more without any fee and changes cost us to organise, what we can't do unfortunately is operate a returns and changes system that's different to everyone.

We have to operate in the same way as other retailers.