Returns Policy

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Cancellation & Returns

If you are a consumer, you have the right to change your mind during the 14 day Cooling-Off Period, however we have extended our returns policy to allow you to return within a 30 day period. Your rights are limited to a refund as set out in our Terms & Conditions.

It’s important to us that you’re happy with your purchase. If you've changed your mind, you can return it within 14 days of your return being approved, and we will issue a refund by the same method as your original payment.*

*Returns are subject to a 10% administration charge. Returns after 14 days are subject to 30% administration fee.

  • Please process a Returns request using the below form.- We cannot accept returns to our depot without prior authorisation.

  • You have to return the product at your own cost. As your product is goods, you have to return it to us within 14 days of your telling us you have changed your mind. You must ensure that the order number if clearly visible on the outside of the packaging without damaging the packing itself. You can:

    > Bring the product to our store at Unit 14 Towergate Industrial Park, Colebrook Way, Andover, Hampshire SP10 3BB. You will need proof of purchase and the card you paid with. Our opening times for returns are 9am to 5pm Monday to Thursday (excluding bank and public holidays), and Fridays 9am to 4pm.

    > Send the product back to us, using an established delivery service. You are required to take reasonable steps to ensure that the goods are returned without damage or destruction to either the goods or their packaging. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you do not do this and we do not receive the goods at all or within a reasonable time we will not refund you the price.

    Where the products have been returned in compliance with the requirements of this clause, we will refund the price of the products to the credit card or debit card used to pay subject to any deduction and other charges (as applicable). If the products or packaging are damaged or otherwise don’t comply with the requirements of this clause then no refund will be due. You may be required to pay the costs to us of returning the products to you.

          Terms & Conditions for Returns

          In order to make the return process as easy as possible for our customers, here are some key points to remember while returning your products.

          Need to return an item?

          If you wish to return unwanted goods to Envy Bathrooms, we are happy to accept them back in resalable condition for a refund subject to our terms and conditions as agreed to at the time of purchase.

          We don't accept returns for unwanted items after the 14 day returns period. If your order is returned to us without authorisation, we will have to send it back to your delivery address and ask you to cover the delivery costs.

          If items are returned to us in an un re-saleable condition, where the packaging has been defaced, damaged, written on, or ripped open and packaging taped together, as a business, we have the right to reject the return and we may ask you to cover the delivery cost to send it back to you.

          Please refer to Clause 5.7 onwards of our Terms & Conditions for more information.

          All returned items will be refunded once they arrive at our warehouse following inspection. Our warehouse opening times are Monday - Friday 9am to 5pm. Any orders delivered outside these hours are left at your own risk.

          We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery. 

          Changed Your Mind / Ordered In Error

          You may return your order within 14 days from the day following delivery, subject to the following conditions and easy returns procedure.

          • The order number must be clearly highlighted on the outside of the package in such a way that it does not damage the original retail packaging.
          • When the goods are returned to our warehouse they will be inspected to ensure all parts are present and in a good condition.
          • After informing us within the 14 day period you then have a further 14 days for the goods to be returned to us at Envy Bathrooms.
          • We will then issue you a refund for the goods that have been returned.
          • Delivery costs are non-refundable
          • If the goods have been dispatched to you and then you have ‘changed your mind' you are responsible for the cost of sending the items back to us.
          • Any costs incurred to us for the refusal of a courier delivery will be deductible from your refund.
          • Please refer to Clause 5.7 of our Terms & Conditions for further information.
          Damaged Goods / Missing Items

          Nearly all of our orders arrive on time and in the same excellent condition they left our warehouse. However, items can get damaged in transit and, whilst often it is only the packaging that is damaged, the products themselves are occasionally affected. If you have experienced this with your order, please email us with images of the damaged items within 48 hours of delivery, and we can get the situation resolved quickly.

          • You agree to open all the boxes and check the goods for damages or missing items on the day of delivery.
          • Envy Bathrooms must be notified within 48 hours of the delivery, if we are NOT notified within 48 hours we are unable to claim from either the manufacturer or the carrier.
          • You agree to indemnify us in full for any losses we suffer because of your failure to notify us within 48 hours.
          • For more information on damaged goods, please refer to Clause 5.17 of our Terms & Conditions.
          Faulty Items

          In the unfortunate event an item has or develops a fault within the warranty period, please reach out to us with images and a description of the fault, along with your order number.

          We will then forward onto the manufacturer to ask for a replacement under warranty.

          Warranty replacements will be available for collection, however, if you require delivery, delivery charges will apply.

          Pleaser refer to Clause 5.17 - 5.175 of our Terms & Conditions for further information.

          Non-Returnable Goods

          Unfortunately we are unable to accept all items back. These are;

          • Special order items
          • Toilet Seats and Bidet Covers are not accepted back due to hygiene reasons