Change of mind returns
Change-of-mind returns must be requested within 14 days of delivery or pickup, the goods must be unused and in their original packaging, a 20% restocking fee applies, and return freight is at your cost.
The terms in short
| Request within | 14 days |
| Condition | Unused, uninstalled, original packaging |
| Restocking fee | 20% |
| Return freight | Paid by you |
| Original delivery charge | Not refunded |
| Refund issued within | 3–5 business days of inspection |
The restocking fee reflects what a returned item actually costs: freight back, inspection, repackaging and the fact that a re-boxed item sells more slowly. It is waived whenever the return is our doing — a wrong item, a fault, or damage on arrival.
What is not a change of mind
These situations attract no fee, and we cover the freight:
- The item arrived damaged.
- We sent the wrong product, finish or size.
- The product does not match its description or specification.
- The item is faulty.
Avoiding a change-of-mind return
- Order a single sample or visit the Blackburn showroom before committing to a finish across a whole bathroom — screen colour is never quite the real colour.
- Check the measuring guides before ordering anything size-critical.
- Confirm the toilet set-out and vanity plumbing positions with your plumber first — see the toilet set-out guide.
- Book a consultation if you are specifying a whole bathroom. It costs nothing and prevents most returns.
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