Returns & Refunds

The below information provides more information to both B2B & B2C Clients regarding returns and refunds. Please note, the basis of whether a transaction will be a B2B or B2C sale will be dependent on the name on the invoice / order.

B2C Returns & Refunds:


9.1 Faulty products: If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back). We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

9.2 If you wish to exercise your legal rights to reject products you must tell us within 5 working days of delivery (unless in the case of a latent defect) and either return them to us or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on +44 (0) 20 7993 6736 or email us at for a return label or to arrange collection.

9.3 Please see clause 10 below for details of the warranties we offer. 

9.4 Cooling off period for distance contracts: For many products bought online, by email or over the telephone (i.e. not face to face) you have a legal right under the Consumer Contracts Regulations 2013 to change your mind within 14 days and receive a refund, but this is subject to exceptions and may be subject to deductions as set out below. You will also have to pay the costs of return or collection of any products.

9.5 IMPORTANT: You do not have a right to change your mind in respect of any orders placed in store or in respect of our bespoke designs and finishes and any product which is handmade to order, customisable and/or made to measure. 

9.6 For any products not covered by clause 9.5 you have until 14 days after the day you receive the products to change your mind. Where your products are split into several deliveries over different days, you have until 14 days after the day you receives the last delivery to change your mind.

9.7 If you wish to exercise your legal right to cancel, please let us know by calling customer services on +1 (332) 600 1907 or emailing us at Please provide your name, home address, details of the order and, where available, your phone number and email address. Alternatively, you can use our model cancellation form which can be found here.

9.8 We will refund you the price you paid for the products including delivery costs, by the method you used for payment.

9.9 Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. 

9.10 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

9.11 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

B2B Returns & Refunds:

9.1 Any Goods delivered faulty will be repaired free of charge where the responsibility of the fault lies with us. The delivery period for the replacement product will be subject to current availability. We will not be held responsible for any reinstallation and/or removal charges.

9.2 Subject to warranty repair and replacement under clause 10, you may return only standard towel rails at our discretion. Please contact our customer service team at +1 (332) 600 1907 or write to us at if you wish to discuss a return. All accepted returns will be returnable at a restocking charge of 50% of the product price. If returns are accepted you must return them to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send them back, return them to us at our factory or hand them to our authorised carrier. 

9.3 No other cancellations or returns will be accepted unless we agree otherwise in writing and in particular, there will be no cancellation right in respect of bespoke (special order rails or Goods ordered), including dual fuel and electric models or of any other Goods featuring bespoke designs and finishes or Goods handmade to order, customised or made to measure. 

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