| Frequently Asked Questions
Here are a few basic questions that will hopefully answer any questions you may have before purchasing. If you do need any further information please do not hesitate to email us.
UNPAID ITEMS/CANCEL TRANSACTIONS
Once you have committed to buy an item, payment should be made immediately. If you have not made payment within 3 working days we will automatically send you a “cancel transaction request” in case you have bought in error or changed your mind. If you would like to cancel you must select “agree to cancel” to avoid eBay marking you down as non- payment. If you would like to continue with the transaction please decline the cancel request and make payment immediately. If no payment has been received within 5 working days, eBay will automatically enter a strike on your account for non- payment. This can affect your ability to make purchases in the future through eBay. If you are having any problems then please contact us to let us know immediately and we will try to help you resolve them.
How will my items be delivered?
Your delivery is made via a courier company or our own Van. Please be aware that the driver is not insured to take the goods inside for you. They will deliver as close to your front door as possible, providing you live on a ground floor. It is your responsibility to unload the pallet and carry the goods indoors for inspection. You will therefore need to ensure there are able bodied people at the delivery address to receive the items and to check them over upon delivery.
HOW LONG WILL MY DELIVERY TAKE
Bathscreens
If you have ordered and paid for the item before 09.30am it will be dispatched same day for a next day delivery. If you have paid after 09.30 it will be dispatched the next working day, again for the following day delivery.
Shower Doors/Enclosures
We aim to deliver all items with 5-7 working days. You cannot specify a particular date for us to deliver to you, however we will do our best to ensure delivery is at a convenient time. You will be notified by either phone or email when your item will be dispatched/delivered. We do not offer weekend delivery as standard, so please ensure you can be at home during a week day to take delivery. Most couriers will only deliver to your doorstep and are not insured to carry items into your home.
Will I RECEIVE A PHONE CALL FOR DELIVERY
Due to the large volumes we dispatch every day we cannot call all customers to book delivery times. We will however always mark your item as dispatched. If you have not received a call to arrange delivery, the courier will leave a card if he finds you not at home, with the contact details to call and arrange a suitable time.
COLLECTIONS
Sadly due to Health and Safety reasons we are unable to allow collections from customers. If you are in a rush to receive your order we do offer a next day service. Please see below.
NEXT DAY DELIVERY
We offer a next day service for an additional £20.00. This must be paid before 10.00am Monday to Friday. For payments made after this time your item will be dispatched the following working day, again on a next working day delivery service.
Do you have a showroom? Can I see the items before purchase?
Unfortunately we don’t have a showroom and all the items are still with original packages unopened.
CAN I PAY WITH CREDIT/DEBIT CARD
You can call us to pay with credit or debit card. The payments are processed overnight and can take upto 48 hours, depending upon whom you bank with, to be applied to your account. Once payment has cleared your order will be passed through to dispatch and the delivery terms begin.
EMAILS
We aim to respond to all emails within 48 hours. We are closed over the weekend and so please bear with us and we will respond to you within 48 hours of returning to the office.
TECHNICAL INFORMATION.
If you have any item specific enquiries then please email us your enquiry and we will ask one of our technicians to respond to you within 24-48 hours.
SPARES/PARTS
We do keep spares for most items and can sell these if required. Please email us with the part you require and we will provide you with a price including postage. If you have the instruction manual, providing the part number will speed us this process. Usually spare parts will be delivered within 3 working days after we received your request and payment cleared, but if you haven’t received the within the expected time please contact us and we will follow this up for you.
Do I need to pay extra postage?
We do deliver with free postage to most areas in UK, but there are some areas that require extra postage, please check the details in our POSTAGE section at the bottom of the ebay page. You are responsible for checking whether postage is due, and if necessary requesting a revised invoice. Paypal will not automatically add your postage surcharge as there system isn’t capable to do so.
How to pay the extra postage?
You can send payment to our paypal account xxxxx@googlemail.com, or call us on xxxxx to pay over the phone.
What if item received damaged?
If you find any minor damage to your item within 30 days of purchase you will be asked to take a picture of the damage and email to xxxxx@googlemail.com as per our normal aftersales procedure, please put your ebay ID in the title so we know the email is from you. After we have viewed your picture we will send out replacement parts to resolve the issue, if parts cannot repair the item then please contact us again.
Are you VAT registered? Could you send me the Invoice for the purchase?
Yes, we are. The invoice will be emailed to you within 48 hrs after we receive your request.
Can I change the delivery address?
Yes, please leave us the new delivery address when check out. If you’ve paid the items but forgot to change the address you need contact us within 24 hours via email to see if we can still change the address, this will depend upon how your item is to be delivered, as it may have already been dispatched.
Can I return my item?
A For Shower enclosures
1,Non-faulty items , You can return non-faulty items if you changed your mind at any time within 30 days after transaction . Please kindly email us via ebay to our after sales team to inform them you want to return your item and they will advise you of our return procedure .
For all single item returns (shower door, Side panels etc) you will be charged £50.00, this is the cost of the couriers. (plus postage surcharge if relevant)
For all multiple item returns (shower enclosures in multiple boxes, and enclosures with trays) you will be charged £78.00, this is to cover the courier (plus postage surcharge if relevant)
If you live in a surcharge area you must also pay the surcharge cost. This is charged by the courier and unfortunately we have to pass this charge on. Please check whether you fall into a surcharge area under the postage tab below.
All return items must be in original , unused condition and packaging .
All return items will be inspected upon on arrival , if the condition or packaging is not acceptable a refund may not be issued ,If some parts are missing then only a partial refund will be issued . . You will be responsible for any loss or damage to the item in transit . We don’t take any responsibility until the items arrived at our warehouse. Refund may not be issued for any damaged or lost items . Please email us via ebay the proof of postage/courier receipt and tracking information once you dispatched the item to us .
B.For bath screens
1,Non-faulty items , You can return non-faulty items if you changed your mind at any time within 30 days after transaction . Please kindly send email to us via ebay to our after sales team to inform them you want to return and they will advise you our return procedure . All return items must be in original , unused condition and packaging . All return items will be inspected upon on arrival , if the condition or packaging is not acceptable, refund may not be issued ,If some parts are missing ,just part refund will be issued . . You will be responsible for any damage or loss to damaged in transit . We don’t take any responsibility until the items arrived at our warehouse. Refund may not be issued for any damaged or lost items . Please email us via ebay the proof of postage/courier receipt and tracking information once you dispatched the item to us . We can arrange collection for your items if you cant find a courier company . but the postage charge will be deducted from your payment . Refund will be done within 3 working days once inspected upon on arrival with good condition . Faulty items . Our products are covered by 25 years warranty . In the unlikely event that the item has developed a fault or has missing parts, We will send the parts to you free of charge within 3 working days to fix the faulty items or problems . (You have to wait if out of stock of parts ) We are happy to send the replacement to you if the parts can’t sort out the problem . We will always ask for a photograph of any damage reported.
Can I return items if I am unhappy with them?
Items can only be returned to us if they are in their original packaging, and the packaging has been opened without causing damage. We can not take any responsibility to any damage caused to the items during their return. If the items arrive back damaged we will not be able to process a full refund, so please be careful when choosing your courier to return with. If you are returning goods to us, it is at your own cost to send them back and no refund will be given on the initial carriage costs. Please note, if you have received goods that are damaged, this must be signed as damaged on the delivery note at the time of delivery and the goods need to be refused immediately.
When do I get my refund?
We aim to process all refunds within 15 working days, due to having to inspect items. We will however work hard to ensure your refund is processed within 3-5 working days.
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