What is your storage policy for customer orders and goods ready for collection or delivery?
At Total Bathrooms, we sell some very bulky items, and we understand that sometimes you might not be ready to take your purchases straight away. We are happy to store your goods up to 4 weeks from the point they arrive with us.
Need to delay your delivery or collection for longer? Don’t worry, there are a couple of ways we can assist you if you need a longer delay between order and delivery/collection.
Firstly, we can delay ordering your items from our suppliers, although this is constrained during sale times to the final date of the sale.
And secondly, we can offer longer-term storage at a cost of £35 per pallet space per month. To give you an idea of what this means, a standard order involving a toilet, vanity basin unit, mirror, taps, and bath will generally take up two pallet spaces.
What is your returns policy?
Our returns policy is in the terms and conditions of sale.
For consumers:
1.1 As a Consumer, you have a statutory right to a 14 day “cooling-off” period, which begins on the date the Contract is formed and ends 14 calendar days from that date. However, please note that the cooling-off period does not apply to:
1.1.1 any purchases made in person at our showroom; or
1.1.2 any bespoke Goods or tiles provided by us.
For valid cancellations made within the cooling-off period, we will refund any sums paid to us in advance within 14 days.
1.2 If you wish to cancel the Contract after the cooling-off period has expired, please contact us in writing and the following will apply:
1.2.1 For in-stock items cancelled prior to delivery or collection, we will provide a full refund. If cancelled after delivery or collection (subject to clause 9.3), we will provide a full refund less 20% restocking costs.
1.2.2 For non-stock items we have ordered in for you, if the Order is cancelled prior to delivery or collection, or after delivery or collection (subject to clause 9.3), we will provide a full refund less 30% restocking costs.
1.2.3 For seconds or end-of-line items, if the Order is cancelled prior to delivery or collection, we will provide a full refund. No refund will be provided after delivery or collection.
1.2.4 For bespoke and/or special-order items, the Order cannot be cancelled once the Contract is formed and no refund will be provided for such items.
1.3 All Goods we agree may be returned must be returned to us within 28 days of delivery or collection, unused and unopened, in their original packaging and in a re-saleable condition (to be determined at our absolute discretion) and on the basis that you will be responsible for the costs of returning the Goods to us. Any original delivery costs will not be refunded. No refunds will be provided where the Goods do not conform to this clause 9.3.
1.4 If we are providing Services to you, and you wish to cancel the Order, you will remain liable to pay for any Services we have provided up to the date of cancellation.
1.5 We reserve the right to cancel the Contract at any time and will confirm this in writing. If we have provided Goods or Services that you have not yet paid for, then we will invoice for these, and the invoice will be immediately due and payable. If we cancel before we have provided any Goods or Services, we will refund any payments you may have made to us in advance, in full.
For Trade customers:
1.1 You may not cancel or change any Order once the Contract is formed, except with our agreement in writing, and on the basis that you agree to indemnify us in full against all loss (including loss of profit), costs (including all labour and materials used), restocking, charges and expenses incurred by us as a result. We will not accept the cancellation or return of any bespoke or special order Goods.
1.2 All Goods we agree may be returned must be returned to us within 28 days of delivery or collection, unused and unopened, in their original packaging and in a re-saleable condition (to be determined at our absolute discretion) and on the basis that you will be responsible for the costs of returning the Goods to us. Any original delivery costs will not be refunded. No refunds will be provided where the Goods do not conform to this clause 7.2.
1.3 We reserve the right to cancel the Contract at any time and will confirm this in writing. If we cancel before we have provided any Goods, we will refund any payments you may have made to us in advance, in full.
1.4 In the event of cancellation:
1.4.1 all payments due under the Contract will become due and immediately payable. In respect of Goods provided but for which no invoice has been submitted, we will be entitled to submit an invoice, which will become immediately due and payable;
1.4.2 any and all obligations of the parties which either expressly or by their nature continue beyond the cancellation or expiration of the Contract will survive cancellation on a pro-rata basis.
At Total Bathrooms, we will always do our best to assist our customers. Our returns policy primarily allows us to recover the costs and charges from our own suppliers who levy restocking charges for sending back goods to them. In exceptional circumstances, we can sometimes get these reduced or even waived, so please let us know if any such circumstances exist.
What’s the difference between Supply Only, Supply + Fit and We Supply & Fit?
Supply only means we supply the goods, and you use your own fitter or do the work yourself. With this option, we still offer the Home Measure service (free within 15 miles or a 40-minute drive of the showroom), and you can still have as many in-store appointments as you need.
Supply + Fit is short-hand for our supply-only service, as above, with access to our ‘customer recommended’ fitters. We have an automated system that will send your details to three suitable fitters from the list and ask them to make contact with you to arrange a quote on your installation. These are fully independent fitters/businesses and not affiliated with Total Bathrooms. You are advised to obtain more than one quotation for the work. We always appreciate any feedback you may have regarding anyone on the list, and we keep the list in constant review to try to ensure the best possible experience for our customers. However, we do not guarantee or take responsibility for the work these fitters undertake. So please carry out your own due diligence and use them solely at your discretion and entirely at your own risk.
We Supply & Fit. This is the premier offering here at Total Bathrooms. The ‘Total Bathrooms’ supply & fit means that we take care of everything and project manage the entire fitting process to give you a hassle-free home improvement.
No need to contact tradesmen, who may turn out to be unreliable; we will liaise with them to free up your time and give you the best customer service throughout the job. Feel confident with the 2-year labour warranty, as we will also be on hand if there are any after-sales issues.
With this premium service, you will receive:
- Project management with regular site visits including checking off the delivery for you
- Communication from your expert staff ‘guide’ at every stage
- Full 3D Designs
- Free delivery
- Most importantly a 2-year warranty on the installation
So what does a Total Bathrooms supply and fit look like, and what’s the first step?
Why not take a look at our infographic to the left that shows you the Total Bathrooms supply and fit process and all of its stages.
Do your prices include VAT?
All of the prices for our eBay store, monthly specials and our Bargains Shop on our website include VAT. All our prices in-store, on quotes and on displays also include VAT. Supplier catalogues available to view and download on the website, or take home from the store, are usually inclusive of VAT, but occasionally will display prices excluding VAT. If they don’t say within the priced section of the catalogue, there will be a notification on the front page or back pages as to whether prices are inclusive or exclusive of VAT.
