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At KLB Bathrooms, we know that a simple return and exchange policy can be just as important for our customers as the process of buying products, with this we have simplified the returns & exchange policy by offering you the following:
14 day no questions returns*
Exchanges up to 30 days after delivery*
A friendly Customer Care Team on hand to guide you every step of the way
*Collection fees apply. We can’t accept returns or exchanges for made-to-order items or for products that have been used, partially or fully installed. This page refers to retail customers exclusively. Trade customers, please see Trade Returns.
If you simply aren’t happy with the look, style or size of your item, we offer a 14 day no questions returns and refund policy.
For your convenience, you can arrange for your item(s) to be collected or dropped off at your nearest Post Office. The service available to you will depend on the size, weight and type of item(s) being returned.
If you require a return, please e-mail us at [email protected].
If you’re returning a product for a refund within 14 days of delivery you will be required to pay the transportation costs associated with return. This will depend on the size, weight and type of item(s) being returned.
Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged.
It is vitally important that you open and inspect your products as soon as you receive them and report any damage to us within 48 hours of receipt of goods to be eligible for a full refund. Items that have been used, installed or made-to-order will not be accepted as damaged items.
Damage reported within 48 hours = Choose a full refund or replacement
Damage reported after 48 hours but within 28 days = We can offer a replacement or exchange, but not a refund
The quickest and easiest way to report damaged items within 28 days is by e-mailing [email protected]. Please ensure that a picture of the damage is included within the e-mail. Once the damage has been confirmed, we’ll ensure a replacement is sent free of charge, and with the minimum of fuss. If you’d prefer a refund, please contact us. The refund will be credited back to your original payment method as soon as possible as long as it was reported within 48 hours of receipt of goods.
In the case of tiles, it is not unusual to have a small proportion of the tiles broken to some degree (e.g. chipped edges). These damaged tiles can be used for the cuts you will need to make. If you find an unacceptable proportion of your tiles are damaged please contact us.
Made-to-order items will be inspected with you by our team upon delivery.
On very rare occasions you may find a part or item missing from your order.
Please make sure you inspect your goods as soon as you receive them and let us know within 5 days of receipt if any part or item is missing, by contacting us. Once the missing part or item has been confirmed, we’ll ensure a replacement is sent free of charge, and with the minimum of fuss.
If a missing part or item is reported over 5 days after receiving your goods, we’ll be unable to send a replacement.
We’re unable to offer you a refund on any missing part or item at any time.
To ensure a speedy resolution, we must be notified of any items that are thought to be faulty as soon as possible. We cannot accept responsibility for any loss or damage suffered or incurred as a consequence of failure or delay in reporting defects promptly.
Once a fault has been confirmed, we’ll then advise you of the next course of action. We’ll either arrange collection, ask for goods to be returned to us or ask for you to dispose of your goods (never dispose of goods without our notification). After inspecting your goods, we do ask that any damage be reported as soon as possible to ensure a quick and effective resolution.
The remedy available to the purchaser (or where relevant, the first end user) once the fault has been confirmed, under this standard guarantee is the right to have any products replaced. KLB Bathrooms will only be responsible for any repair work which arises as a direct consequence of a manufacturing defect in the product(s). We will not be responsible for, or have any liability to pay for, any losses (financial or otherwise) that are not directly associated with the manufacturing defect that causes you to claim under this standard guarantee.
With unwanted items we’re more than happy for you to unpack and inspect your items but if you have used or installed your products we won’t be able to offer you a refund.
Returned items should be in resalable condition and packaged in their original packaging or, where this isn’t reasonably possible, packaged in a condition suitable for transport by our couriers.
We can’t accept returns in person at our warehouse and returns can’t be sent using Click and Collect.
If there was a surcharge on your original delivery (due to additional transport costs), we’ll have to apply a similar charge to your collection. This will be charged at the applicable rate at the time of collection.
We’ll always try to issue refunds as soon as possible and, at most, within 14 days of receiving your returned items.
Made-to-order products are not included in either our 14 day returns policy or our 28 day exchange policy, and can only be returned if faulty or not made to the specification given at time of ordering.
Your statutory rights are not affected.
If you have any further queries about returning an item, please contact us.