Returns, Refunds & Claims
Fair • Transparent • UK Consumer Law CompliantOur policy is designed to be fair, transparent, and compliant with UK Consumer Law. Please read the guidelines below before initiating a return.
⚠ Important Hygiene Policy Exception
Please read this before opening your product.
Due to strict Public Health Regulations and the intimate nature of our products, electronic bidet seats, attachments, and handheld sprays are classified as hygiene items.
If the sealed hygiene packaging on these items has been opened, or if the unit has been connected to a water supply or used in any way, it CANNOT be returned for a refund due to "change of mind."
*Guidance: You may gently place an unplumbed bidet seat on your toilet bowl to check fitting compatibility, provided the protective hygiene seals remain intact. Do not connect water hoses.
Changed Your Mind? (Standard Cancellation)
If you are not entirely satisfied with your purchase, you have the right to cancel your contract within 15 days of receiving the goods without giving any reason (provided the hygiene policy above is met).
- We will refund the full purchase price of the item.
- We will also refund the cost of standard outbound delivery (if you paid for it).
- You are responsible for the cost of returning the item to us.
Conditions for Full Refund:
- The item must be unused, in "as-new" re-saleable condition.
- It must be returned in its original, undamaged packaging with all manuals, accessories, and parts included.
- We may apply a restocking fee (deduction from refund) if items are returned with missing parts, damaged packaging, or signs of unnecessary handling that diminish their value.
Exceptions to Standard Return Rules:
🚲 Hygiene Items
As stated above, opened or used bidets cannot be returned under the standard cancellation policy.
✅ 30-Day Trial Items
Certain specific models are sold with an explicit "30-Day Trial" guarantee. These can be returned used within 30 days. This will be clearly stated on the product page and your invoice if applicable.
Received a Faulty, Damaged, or Incorrect Item?
We are very sorry if this has happened. If your item arrives damaged, develops a fault under warranty, or is not what you ordered, we will make it right immediately.
- No Cost to You: We will arrange and pay for the return shipping of the incorrect or faulty item.
- Resolution: You will be offered the choice of a full refund or a priority replacement.
Please notify us immediately if items arrive with visible transit damage.
3. How to Make a Return
Notify Us
Do not send items back without prior authorisation. Email us within 15 days of receipt at [email protected] with your order number and reason for return.
Await Approval
We will review your request (usually within 1–2 working days) and provide return instructions.
Ship the Item
Send the goods back within 14 days of notifying us. We recommend using a tracked and insured postal service, as we are not responsible for returns lost in transit.
Refund Timelines & International Returns
🕑 When Will I Get My Refund?
We will process your refund within 14 days of receiving and inspecting the returned goods.
The refund will be issued to your original payment method — PayPal, Credit Card, or Bank Transfer.
🌎 International (Non-EU) Returns
If returning items from outside the EU (including the UK), you must complete your customs declaration correctly to avoid incorrect import duty charges upon re-entry to our warehouse.
