Refund policy

The Bubble Bath Returns Policy

At The Bubble Bath, your satisfaction is our priority. This policy outlines your statutory rights under UK consumer law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013).

1. Returns for Faulty, Damaged, or Incorrect Items (Statutory Rights)

You have strong legal rights if your item is faulty, not as described, or unfit for its intended purpose.

Short-Term Right to Reject: If a product is genuinely faulty, damaged, or not as described, you have a legal right to a full refund if you notify us and return the item within 30 days of delivery.
Reporting Damage: If your item arrives visibly damaged or faulty, please notify us within 48 hours of delivery, providing clear photographic evidence. While the legal right to reject lasts 30 days, quick reporting helps us resolve transit damage claims promptly.
Return Shipping: We will provide a pre-paid label and cover all reasonable return shipping costs for faulty, damaged, or incorrect goods.

2. Returns for Change of Mind (Online/Distance Selling)

You have a legal right to cancel your order if you change your mind, as you purchased without seeing the goods in person.

Cancellation Period: You have 14 calendar days from the day after you receive the last item of your order to notify us that you wish to cancel (your “cooling-off period”).
Return Period: Once you have notified us of your cancellation, you have a further 14 calendar days to send the items back.

Condition and Use (Diminished Value):

Items must be returned in a resaleable condition. We understand you must inspect the goods as you would in a shop.

Crucially: If the item has been used, installed, or handled beyond the extent necessary to inspect it (e.g. permanent plumbing connections made, protective packaging discarded, or the item used with water), we reserve the right to reduce your refund.

This deduction for diminished value can be up to the full contract price if the item cannot be resold as new due to hygiene concerns (e.g. used shower heads, installed taps) or permanent modification.

3. Non-Returnable Items (Change of Mind Exclusion)

The legal right to cancel for a change of mind does not apply to the following items (Note: If any of these items are faulty, your rights under Section 1 still apply):

Custom-Made Items: Products made to your specific measurements or personalised specifications.
Installed/Modified Items: Any pipework or accessories that have been permanently cut, modified, or installed.
Tiling Materials: Backer boards, adhesives, and grouts once the seals are broken, or the material has been mixed/applied.
Hygiene-Sealed Products: Items such as toilet seats or bidet spray kits that have been unsealed after delivery, where the seal is integral to hygiene and health protection.

4. Return Shipping Costs & Logistics

Unwanted Items: For unwanted items (change of mind), the customer is responsible for the cost of return shipping.
Large Item Return Cost: Please be aware that for large or palletised items (such as baths, shower enclosures, or bulk tile orders), the cost of return transport can be substantial. Based on current commercial freight rates, we estimate the cost of return transport for a typical palletised item is between £30 and £150 (depending on weight and location).
You are free to arrange your own courier, but the item must be properly packaged and insured for its full value, and you must use a tracked, signed-for service.

5. Refunds

Original Shipping Costs: When returning an unwanted item, we will refund the cost of the goods and the cost of your original delivery, up to the value of our cheapest standard delivery option.
Timing: Approved refunds will be issued within 14 days of us receiving the goods back, or 14 days of you providing proof of postage, whichever is sooner.

6. How to Request a Return

To start a return, please contact our customer service team at info@thebubblebath.co.uk with your order number and reason for return.

You have two options:

Online Account: You can request a return directly through your account profile on our website by navigating to your Order History and selecting the “Request Return” option for the relevant order.
Email: Contact our customer service team via email at info@thebubblebath.co.uk with your order number and reason for return.

We will process your request and provide instructions on how and where to send the items back.