Refund policy
Returns Policy
We want you to be completely happy with your purchase from Key West Bathrooms. If for any reason you're not satisfied, please read our returns policy below carefully before contacting us.
Your Right to Cancel (Change of Mind Returns)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
To be eligible for a return, items must be:
- Unused and unopened — items must be in their original, unaltered condition
- In their original packaging — please ensure all packaging is intact and undamaged
- Accompanied by proof of purchase — your order confirmation email or order number
Please note: We are unable to accept returns on items that have been installed, fitted, or used in any way. We strongly recommend checking all items for compatibility and inspecting them carefully before installation. Once a product has been fitted, it cannot be returned.
Who pays for return postage? For change of mind returns, the cost of return postage is the responsibility of the customer. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit on their way back to us.
How to Request a Return
To initiate a return, please contact us within 14 days of receiving your order:
📞 Call us: 0333 772 4162 📧 Email us: info@keywestbathrooms.co.uk
Please have the following ready when you contact us:
- Your order number
- The item(s) you wish to return
- The reason for your return
Once your return request has been approved, we will provide you with the return address and instructions. Please do not send items back without contacting us first, as returns sent without prior authorisation may not be accepted.
Damaged or Faulty Items
We take great care to ensure all orders are dispatched in perfect condition. However, as our products are shipped directly from our suppliers, if an item arrives damaged or is found to be faulty, please contact us as soon as possible.
Please inspect your delivery carefully upon arrival. If any items are damaged, you must notify us within 48 hours of delivery by emailing info@keywestbathrooms.co.uk or calling 0333 772 4162.
When reporting a damaged or faulty item, please provide:
- Your order number
- A description of the damage or fault
- Photographs clearly showing the damage or fault
For damaged or faulty items, we will cover the cost of return postage. Once the item has been received and inspected, we will issue a full refund or arrange a replacement — whichever you prefer.
Refunds
Once your returned item has been received and inspected, we will notify you by email to confirm whether your return has been approved.
If approved, your refund will be processed and applied to your original payment method within 5-10 working days. Please note that it may take a few additional days for your bank or card provider to process the refund and for it to appear in your account.
Please note: Original delivery charges are non-refundable for change of mind returns unless the entire order is cancelled within the statutory cancellation period under the Consumer Contracts Regulations 2013.
Non-Returnable Items
The following items cannot be returned unless they are faulty or damaged upon arrival:
- Items that have been installed or fitted
- Items that have been used or assembled
- Items returned without their original packaging
- Items returned without prior authorisation
- Items returned outside of the 14 day returns window
- Special order or made-to-order items
Large or Pallet Deliveries
Some larger items — such as baths, wet floor formers, and shower enclosures — may be delivered via a pallet courier. If you need to return a large or heavy item, please contact us before arranging any return so we can advise on the most appropriate method. Attempting to return pallet items via a standard parcel courier may result in damage and could affect your refund.
Your Statutory Rights
Nothing in this returns policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If a product is found to be not as described, not fit for purpose, or not of satisfactory quality, you are entitled to a remedy regardless of the above conditions.
Contact Us
If you have any questions about our returns policy or need help with a return, please don't hesitate to get in touch.
📞 Call us: 0333 772 4162 📧 Email us: info@keywestbathrooms.co.uk 💬 Live chat: Available on our website