Delivery and Returns

Order Confirmation:
As soon as you place your order, we will pre-authorise your card, however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched as soon as it is available. Each brand has a specific timescale, and these can be found on the Delivery tab within the product descriptions. If there is any delay such as an item which is on back order, we will void the pre-authorisation and contact you to let you know.

Order Delivery:
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within the timescales specified for that brand. On average, most products are delivered within 3-4 days. If for any reason it cannot be dispatched within 4 working days then we will let you know. We aim to try and send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at sales@brandnewbathrooms.co.uk so that we can help.

Please note that Brand New Bathrooms will not be held responsible for any delay in delivery once a product has been dispatched. We will endeavour to liaise with all delivery and courier companies to expedite any delayed or missing deliveries.

Some of the delivery services we use provide a 'curb side' delivery, meaning that the couriers will deliver the product to the curb and not into the property. This is common with larger items. 

This service does not include set up or assembly of items, or the removal of packaging materials. We would strongly recommend that at least 2 able bodied persons are available to receive the delivery of these larger items, such as bath tubs, in order to the carry the products inside.

Please advise us at order if you have any access restrictions to your property. Most couriers will only deliver to ground floor locations, and if your item is delivered on a pallet, then it may not be possible to deliver up or down steep inclines.

Delivery Costs:

Mainland UK:
We offer FREE DELIVERY on all products to 99% of Mainland UK on orders over the value of £25.
If your postcode is on the following list, then you will not be able to complete checkout until you have contacted us for a delivery quotation. We will only ever pass on the costs our supplier gives to us for postage to these areas, and will not include any mark up.

AB, BT, DD, FK, HS, IV, KA, KW, KY, PA, PH, PO30-41, ZE

Northern Ireland:
Please note, not all suppliers will deliver direct to Northern Ireland and we may need to apply additional courier charges to get you your product. Please contact us if you are not sure.

Please note that some products, including Glass and Ceramics, can not be delivered to Northern Ireland. It is always worth checking prior to purchasing and we can advise.

Cancellations:
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order and you must follow the returns process below.

Cancellations of "custom orders", such as specially painted orders or custom sizes may be subject to full payment if they are cancelled after production has started.

We do no take responsibility for any delay in delivery for custom or pre-orders. Any dates provided for expected delivery are always subject to change dependant on manufacturing times.

Damages:
Please inspect all deliveries carefully. If you believe an item is damaged or faulty:

  • Contact us within 48 hours of delivery
  • Provide photos and a description of the issue
  • We will offer a replacement, repair or full refund in line with your statutory rights

If a fault is discovered after installation, please notify us as soon as possible with supporting details.

Returns:

We want you to be completely satisfied with your purchase. If you change your mind, you may be entitled to return the item or cancel your order in accordance with your rights under UK consumer law.

Standard Stocked Items

You may:

  • Cancel your order at any time before it has been dispatched
  • Return your item within 14 days of delivery, provided it is:
    • Unused
    • In it's original packaging
    • In a fully resaleable condition

Return shipping costs for change-of-mind returns are the responsibility of the customer, unless the item is faulty or sent in error.

Refunds will be issued within 5–7 working days of receiving the returned item, via the original payment method.


Made-to-Order & Pre-Order Items

Some items on our website are made to order or available as pre-order, meaning they are:

  • Not held in stock
  • Reserved or manufactured specifically for you once an order is placed

These include (but are not limited to) certain bathtubs, furniture, and items with bespoke finishes.

For these products:

  • You may cancel within 48 hours of placing your order
  • After this 48-hour period, cancellations and refunds will not be accepted, unless the item is faulty
  • This policy ensures we can honour agreements made with our suppliers and maintain fair trading practices

Products falling into this category will be clearly marked on their product page. All products asking for any type of customisation, such as choosing a custom finish, or that are marked as pre-order, fall into this category.

If you're unsure whether an item is made to order or pre-order, please contact us before purchase.

If you meet all of the above criteria, then you need to complete our online returns form by clicking the link below.

START ONLINE RETURN PROCESS HERE

Do not return any products to our Head Office address as this will not be accepted and no returns will be approved.

Once you have completed our Online Form, then you should also send any photographs of damaged products to returns@brandnewbathrooms.co.uk

We will contact you within 24 working hours of receiving your online return form, either by email or telephone. 

Refunds:

  • Refunds will be issued to your original payment method within 5–7 working days of receiving and inspecting your return. You will not be refunded your original postage costs unless the original order was damaged or faulty.
  • Please allow additional time for your bank or card issuer to process the refund.

Exceptions / non-returnable items:

The following items are not eligible for return, unless damaged or faulty:

  • Made-to-order and pre-order items (after 48 hours)
  • Personalised or customised items
  • Items that have been installed or used
  • Gift cards
  • Final sale or clearance items

Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Some exchanges will be granted if the product has a manufacturers fault or damage, and we are notified within 24 hours of you receiving the item, by emailing returns@brandnewbathrooms.co.uk

Availability:
From time to time some products may be removed by the manufacturer and this could result in a slight delay in our website being updated to reflect this. If you purchase a product which has been removed or discontinued, and we cannot supply the goods, then you will receive a full refund for the item, and we will contact you to try and find a suitable alternative.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Questions?

If you’re unsure about any part of this policy or would like help before placing an order, please don’t hesitate to contact our team.

📧 returns@brandnewbathrooms.co.uk
📞 0333 0908834
🌐 www.brandnewbathrooms.co.uk

Page last updated: 29th December 2025 (14:01pm)