Last updated: 01 September 2026
This policy explains cancellations, returns and refunds at Velmont Bathrooms. It forms part of our Terms and Conditions of Sale. Your statutory rights are not affected.
1. Consumer 14-day cancellation right (distance sales)
If you are a consumer and bought standard (non-bespoke) goods online or by distance communication, you may cancel within 14 calendar days of receiving the goods, without giving a reason.
- Tell us by email before the 14 days expire: contact@velmontbathrooms.co.uk.
- Then return the goods to our warehouse within 14 days of your cancellation notice.
- You pay the direct cost of returning the goods. Because bathtubs, basins and heavy sanitaryware travel on pallets, return freight typically costs £90–£300+ depending on weight and location — please consider this before ordering.
- Refunds are issued within 14 days of the goods arriving back at our warehouse.
- We may deduct for any loss of value caused by handling beyond what is needed to inspect the goods. Fitted, plumbed, tiled-in, marked or uncrated goods cannot be returned.
2. Bespoke & made-to-order goods
Custom-sized, custom-finished, painted (RAL), custom-drilled or otherwise personalised goods are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. Cancellation before production starts is at our discretion and subject to a 20% technical/drafting fee. Once production has begun, bespoke orders cannot be cancelled or returned unless faulty.
3. Inspect before you fit
Please unpack, inspect and dry-fit all goods before installation, tiling or plumbing. Installing or altering goods counts as acceptance, and we cannot accept returns for visible defects found afterwards. Report transit damage within 48 hours with photos, and sign the delivery note "DAMAGED" if packaging is broken.
4. Business & showroom returns
Trade and showroom purchases are not covered by the 14-day right. Discretionary returns of standard stock require a written RMA number, must arrive unused and in original packaging within 14 days of RMA issue, and carry a restocking fee of up to 25% of invoice value.
5. Faulty goods & warranty
- Copper & cast-iron bathtub shells: 5-year limited structural warranty.
- Taps, valves & brassware mechanisms: 2-year limited functional warranty.
- PVD / plated finishes: 2-year limited finish warranty.
The warranty excludes natural patination of living finishes (raw copper, unlacquered brass), damage from abrasive/acidic cleaners, limescale, excessive water pressure, improper installation and outdoor use. Where a genuine manufacturing defect is confirmed we will repair, replace or credit the item. We do not cover plumber, installer, retiling or other labour costs.
6. How to start a return
Email contact@velmontbathrooms.co.uk with your order number, the item, and photos if reporting damage or a fault. We'll confirm the return address and next steps. Returned goods need an RMA number — unsolicited deliveries are turned away.
7. Statutory rights
Nothing in this policy limits your rights under the Consumer Rights Act 2015, including the right to reject faulty goods within 30 days of delivery.