Your right to cancel an online order
If you are a consumer and you ordered from us online, by phone or by email without visiting the showroom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel. You can cancel at any time from placing the order until 14 days after the day you receive the goods. If your order arrives in more than one delivery, the 14 days run from the day you receive the last item.
You do not have to give a reason. To cancel, tell us clearly, preferably by email to hello@bathurstandco.co.uk, quoting your order number. You can also ring 01449 711782, but please confirm in writing so there is a record of the date.
The statutory right to cancel does not apply to orders placed in person at the showroom. [CHECK: whether showroom orders are given a goodwill returns period]
Returning the goods
Once you have told us you are cancelling, you have a further 14 days to send the goods back. We will give you the return address, or arrange collection. Who pays for return carriage: [CHECK: return carriage policy]. Baths, ceramics and furniture usually have to go back on a pallet rather than by parcel carrier, and we can quote for collection.
Goods should come back unused and in their original packaging, with all parts, fittings and instructions. The goods remain your responsibility until they reach us, so pack ceramics as carefully as they arrived.
You may handle and inspect the goods as you would in a shop. If they have been handled beyond that, for example fitted, plumbed in, sealed with silicone or used, we can reduce the refund to reflect the loss in value. Where an item cannot be sold again, that reduction can be up to its full value.
Refunds
We refund you within 14 days of receiving the goods back, or within 14 days of you showing us that you have sent them, whichever is sooner. If you cancel before the goods are delivered, we refund within 14 days of you telling us. The refund covers the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option than our standard one, we refund the standard amount only. Refunds are made to the original method of payment.
Items that cannot be cancelled
The right to cancel does not apply to goods made to your specification or clearly personalised. That includes vanity units, cabinets and panelling made to measure in our joinery workshop, worktops cut for a particular basin, and any item made or altered to your own requirements. Please check dimensions, glaze and finish carefully before confirming one of these orders.
Ordering a standard item from the range that we do not keep in stock does not make it a made-to-specification item. That exception is only for pieces made or altered to your requirements. Goods sealed for health protection or hygiene reasons cannot be returned once the seal has been broken.
Faulty or damaged goods
Your rights under the Consumer Rights Act 2015 are separate from the right to cancel, and apply whether you bought online or at the showroom. Goods must be of satisfactory quality, fit for purpose and as described.
If goods are faulty, you can reject them for a full refund within 30 days of delivery. After 30 days, or earlier if you prefer, you can ask for a repair or a replacement. If that is not possible, or does not put the fault right, you can ask for a price reduction or reject the goods for a refund. After the first six months that refund may be reduced to take account of the use you have had. A fault that appears within six months of delivery is presumed to have been there at delivery unless we can show otherwise; after six months it is for you to show that it was. In England and Wales a claim can be brought up to six years from delivery.
Report damage or faults as soon as you find them, with photographs, and do not fit an item you think is faulty. Damage in transit should be reported as set out on our delivery page. Damage caused by incorrect installation, misuse or cleaning products unsuitable for the finish is not a fault in the goods; our care guide explains how to look after each finish. Slight variation in shade between fired glazes is a characteristic of ceramics and is not a fault in itself.
Trade orders
Orders placed through a trade account, and other purchases made in the course of a business, are supplied on our trade terms. The consumer cancellation rights on this page do not apply to them. See the trade page for how accounts work.
How to start a return
Email hello@bathurstandco.co.uk with your order number, the items concerned and, for damage or a fault, photographs. Or call 01449 711782. We will confirm the next steps and the return address in writing. Other questions about orders are answered in our FAQs, or you can use the contact page.