Returns Policy (Online Customers)

We hope all of our customers are 100% happy with the item/s purchased through us. 

If you find that you’re not completely satisfied you can cancel your order within 14 days of receipt. Once your order cancellation is provided you have another 14 days to return the item back to us. Once the item/s are received, checked and restocked we’ll refund the method used in your original order. If items are dispatched after 14 days from your order cancellation, we may not be able to accept the return and a refund may not be offered. Read below for full details.

Please make sure you download and print a return form here and attach to the returned item(s) using clear tape only, making sure not to mark the original packaging.

Unwanted items are to be returned to us at your own cost. To avoid incurring further costs when returning any goods, images of the item(s) and any packaging should be sent VIA email to contact@rubberduckbathrooms.co.uk to assess suitability. To speed up with process please include your order number in the email. If items arrive damaged your return may be rejected and deduction for diminished value (which may be up to the price paid) will be applied to any refund offered.

If the packaging is damaged and no longer suitable, we reserve the right to deduct the cost of any replacement packaging required.

This policy explains how we handle returns and refunds, including any additional goodwill rights we offer. It does not affect your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

All returns must be made during working hours, Monday-Saturday: 9am - 5pm.

Returns Address:

Rubber Duck Bathrooms Ltd.

Returns Department

Unit G3 - G4 Commerce Way

Skippers Lane Ind. Est.

Middlesbrough

TS6 6UR

1. RETURNS POLICY - Unwanted Goods

If you decide you do not require a product after purchasing VIA the website, you may cancel your order within 14 days of receiving your goods. Once you confirm your order cancellation with our team you have up to 14 days to dispatch the item back to us. If items are dispatched after 14 days from confirmation, we may not be able to accept the return and a refund may not be offered.

To cancel your order, please notify us in by email within 14 days of receipt of goods.

contact@rubberduckbathrooms.co.uk

Please be sure to include your returns number in the email subject. This is simply your order number with "-return" added to the end.

Please make sure you download and print a return form here and attach to the returned item(s) using clear tape only, making sure not to mark the original packaging.

Unwanted items are to be returned to us at your own cost. To avoid incurring extra costs when returning any goods, images of the item and any packaging should be sent VIA email to contact@rubberduckbathrooms.co.uk to assess suitability - to speed up with process please include your order number in the email. If items arrive damaged your return may be rejected and deduction for diminished value (which may be up to the price paid) will be applied to any refund offered. If the packaging is damaged and no longer suitable, we reserve the right to deduct the cost of any replacement packaging required.

If an unwanted item is rejected on arrival at requested delivery address, any refund applied will be processed minus any extra costs applied to us. This means any documented redelivery fees, return to sender fee and any reasonable admin fee will be withheld from your refund. Return to Sender fees vary by consignment size, weight, quantity and supplier used. If you wish to know the cost of the return to sender or any admin fee prior to placing your order, please contact the customer service team.

Installation of the product is deemed as acceptance of product quality. We will not be able to accept the return of an unwanted item that has been fully or part installed.

Due to hygiene concerns, some of our products (toilet seats for example) can not be returned once a protective seal has been opened or if a protective film has been removed. If you require a viewing of these goods before purchasing please visit our showroom or call and speak to a sales operative. We cannot accept any returns on items that have been fully opened or part fitted in when hygiene concerns are present.

To minimise the risk of incurring further costs, we advise that items are returned through a suitable tracked courier service and any high value items are insured as added protection.

2. RETURNS POLICY - Faulty Goods (Post Installation)

This applies to goods which develop an unexpected fault after installation and not damage during transit (please see section 5 in our terms and conditions for info on damaged goods during transit).

All goods supplied by Rubber Duck Bathrooms Ltd. come with a minimum 12 month manufacturer guarantee.

Many items have extended manufacturer guarantees, please see the manufacturer terms and conditions for more info on these. When products are stated as having longer guarantees, these guarantees are covered by the manufacturer in question and not Rubber Duck Bathrooms Ltd. This does not affect your statutory rights.

In the event of faulty goods being returned at the expense of the customer, Rubber Duck Bathrooms Ltd. will refund reasonable postage costs.

All goods returned due to faults are tested by the manufacturer. If the item is deemed to be in good condition by said manufacturer, the product value will be refunded minus the cost of the testing process. Testing/inspection is at no cost if a fault is confirmed.

If your purchase develops a fault within 12 months, please notify Rubber Duck Bathrooms Ltd. In most cases, the manufacturer will offer to send out a service engineer, who will visit the property to repair or replace the faulty item. If the fault is not causing any damage, please do not look to remove or repair the installed item as this could void your guarantee.

In most cases, this process tends to be resolved much quicker if the customer contacts said manufacturer directly to arrange a visit date that suits both parties. 

Partial Refunds:

There are certain situations where only partial refunds are granted: (if applicable)

• Any item not in its original condition, is damaged or missing parts

• Any item that has been rejected on arrival without suitable reason i.e. a change of mind or incorrectly ordered items. For items showing damage/discrepancies, you can reject the order on arrival and recieve a full refund or replacement items.

• Any item that is returned more than 30 days after delivery.

Please note: That for all returns, any extra charges incurred by Rubber Duck Bathrooms Ltd. to send the items out to you the customer would be deducted from any refund applied. Delivery charges vary by consignment size, weight, quantity and service used.

Full Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, a refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

Please note: That for all returns, any extra charges outside of our standard delivery fees incurred by us to send the items out to you the customer would be deducted from any refund applied.

Late or Missing Refunds:

All refunds will be processed within 14 days of receipt of goods. Most refunds are processed and completed within 24 hours. 

If you haven’t received a refund within 14 days, double check with your bank/card provider that the refund is not awaiting processing.

If you still have not received your refund, please contact us.

Exchanges:

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, please contact us.

Further Advice:

• With unwanted items we're more than happy for you to unpack and inspect your items prior to returning but if you have used or installed your products, we won't be able to offer you a refund.
• We recommend you take pictures of any items (if opened) and the return package prior to sending as evidence of condition. This will help if you need to file a claim for damage during transit with your selected courier.
• If you are shipping an item over £25, you should consider using a trackable shipping service and/or purchasing shipping insurance. 
• Due to hygiene concerns, some of our products (toilet seats for example) can not be returned once a protective seal has been opened or if a protective film has been removed. If you require a viewing of these goods before purchasing please visit our showroom or call and speak to a sales operative. We cannot accept any returns on items that have been fully opened or part fitted in when hygiene concerns are present.
• Bespoke items that are undamaged can not be returned.