At Assisted Living Bathrooms Store, we are dedicated to providing high-quality accessible bathroom solutions with exceptional customer service. This policy outlines our shipping and returns procedures to ensure a transparent and hassle-free experience.
Shipping Information
Order Processing
We process all orders within 1-2 business days after payment confirmation. You will receive a confirmation email with your order details and tracking information once your order has been shipped.
Shipping Methods & Timeframes
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after dispatch | £12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after dispatch | Free for orders over £50 | EMS |
Please note: We ship worldwide, excluding some Asian countries and remote locations. Delivery times may vary depending on your location and customs processing.
Returns & Exchanges Policy
We want you to be completely satisfied with your purchase. If you’re not happy with an item, we offer a straightforward returns and exchange process within 15 days of receiving your order.
Non-Returnable Items
Due to hygiene and safety reasons, the following products cannot be returned or exchanged unless they are faulty or damaged upon delivery:
- Comfort Height Toilets
- Wall Hung Toilets
- Pedestal Basins
- Wall Hung Basins
- Standard Baths & Straight Baths
These items are excluded from returns because they are often installed or used immediately, making it difficult to ensure they remain in pristine, unused condition.
Conditions for Returns & Exchanges
- Items must be unused, in their original packaging, and in the same condition as when received
- Proof of purchase (order number or invoice) is required
- Returns and exchanges must be initiated within 15 days of receiving your order
Step-by-Step Return or Exchange Process
- Contact Us: Email us at [email protected] within 15 days of receiving your order. Include your order number and details about the product you wish to return or exchange.
- Wait for Approval: Our team will review your request and provide you with a Returns Authorisation (RA) number and instructions.
- Pack the Item: Securely pack the item in its original packaging, including all accessories and documentation. Write the RA number on the outside of the package.
- Ship the Item: Send the item to our address at 41 Albion St, Derby, GB DE6X 2HH. We recommend using a tracked shipping service for your protection.
- Processing: Once we receive and inspect the item, we will process your return or exchange within 5 business days.
Refunds and Reimbursement
- Refund Timeframe: Refunds will be processed within 5-7 business days after we receive the returned item. The refund will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
- Exchange Processing: If you requested an exchange, we will ship the replacement product as soon as possible, using the same shipping method as your original order.
- Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped or defective product).
Return Request Template
To help you get started, here’s a template you can use when emailing us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Assisted Living Bathrooms Store Team,
I would like to request a [return/exchange] for my order #[Your Order Number], placed on [Order Date].
Product Details:
– Product Name: [Product Name]
– Reason for Return/Exchange: [Please provide details, e.g., defective, wrong size, etc.]
I have read and understood the Returns & Exchanges Policy on your website. Please provide me with a Returns Authorisation number and further instructions.
Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]
Contact Us
If you have any questions about our shipping or returns policies, please contact our customer service team at [email protected]. We’re here to assist you and ensure a smooth experience.
Thank you for choosing Assisted Living Bathrooms Store. We value your trust and are dedicated to providing you with high-quality accessible bathroom products and exceptional service.