Returns Policy (Online Customers)

We hope all of our customers are 100% happy with the item/s purchased through Rubberduck Bathrooms. 

If you find that you’re not completely satisfied you can cancel your order your order within 14 days of receipt. Once you order cancellation is accepted you have another 14 days to get the item back to us. Once the item/s are received, checked and restocked we’ll refund the method used in your original order. If items are received after 14 days from confirmation, we will not be able to accept the return and a refund will not be offered. Read below for full details.

For full terms and conditions please click here.

All returns must be confirmed and accepted by Rubberduck Bathrooms prior to returning said item. 

All returns must be made during working hours, Monday-Saturday: 8am - 5pm.

Returns Address:

Rubber Duck Bathrooms Ltd.

Returns Department

Unit G3 - G4 Commerce Way

Skippers Lane Ind. Est.

Middlesbrough

TS6 6UR

1. RETURNS POLICY - Unwanted Goods

If you decide you do not require a product after purchasing VIA the website, you may cancel your order within 14 days of receiving your goods. This is known as the ‘cooling-off period’. Once you confirm your order cancellation with our team you have up to 14 days to get the item back to us. If items are received after 14 days from confirmation, we will not be able to accept the return and a refund will not be offered.

Unwanted items are to be returned to us at your own cost. 

If an unwanted item is rejected on arrival, any refund applied will be minus the cost of the delivery fee applied to Rubberduck Bathrooms. In the event the item is offered with a 'Free Delivery' message displayed across our webiste, this simply means the cost of the delivery is absorbed by us and will still need to be acounted for when applying any refund on rejected unwanted items. Delivery charges vary by consignment size, weight, quantity and service used. If you wish to know the cost of the delivery for your order, please contact the customer service team.

Installation of the product is deemed as acceptance of product quality. We will not be able to accept the return of any item that has been fully or part installed.

Due to hygiene concerns, some of our products (toilet seats for example) can not be returned once a protective seal has been opened or if a protective film has been removed. If you require a viewing of these goods before purchasing please visit our showroom or call and speak to a sales operative. We cannot accept any returns on items that have been fully opened or part fitted in when hygiene concerns are present.

To cancel your order, please notify us in writing by post or electronically by email within 14 days of receipt of goods. To cancel VIA email send an email using your Order ID within the subject line to the address below;

contact@rubberduckbathrooms.co.uk

Please be sure to include your returns number in the email subject. This is simply your order number with "-return" added to the end.

You have a duty of care, by law, to ensure that the goods are received by us in an unused and resellable condition. This includes packaging being damaged beyond what is reasonably expected during transit. Due to this please ensure you carefully wrap the item packaging in cling film and then clear tape to secure in place, rather than applying tape directly to the packaging. This will also give a surface for the labels to be stuck to without further damage to the packaging. If you don’t have cling film to hand, we advise using neatly applied clear tape.

To minimise the risk of incurring further costs, we advise that items are returned through a suitable tracked courier service and any high value items are insured as added protection. 

Please make sure you download and print a return form here and attach to the returned item(s). DO NOT MARK THE ORIGINAL PACKAGING. Rubber Duck Bathrooms Ltd. reserves the right to claim damages if found to be in breach of duty of care and the returned product is not suitable for resale.

2. RETURNS POLICY - Faulty Goods (Post Installation)

This applies to goods which develop an unexpected fault after installation and not damage during transit (please see section 5 in our terms and conditions for info on damaged goods during transit).

All goods supplied by Rubber Duck Bathrooms Ltd. come with a minimum 12 month manufacturer guarantee.

Many items have extended manufacturer guarantees, please see the manufacturer terms and conditions for more info on these. When products are stated as having longer guarantees, these guarantees are covered by the manufacturer in question and not Rubber Duck Bathrooms Ltd. This does not affect your statutory rights.

In the event of faulty goods being returned at the expense of the customer, Rubber Duck Bathrooms Ltd. will refund reasonable postage costs.

All goods returned due to faults are tested by the manufacturer. If the item is deemed to be in good condition by said manufacturer, the product value will be refunded minus the cost of the testing process.

If your purchase develops a fault within 12 months, please notify Rubber Duck Bathrooms Ltd. In most cases, the manufacturer will offer to send out a service engineer, who will visit the property to repair or replace the faulty item. If the fault is not causing any damage, please do not look to remove or repair the installed item as this could void your guarantee.

In most cases, this process tends to be resolved much quicker if the customer contacts said manufacturer directly to arrange a visit date that suits both parties. 

Partial Refunds:

There are certain situations where only partial refunds are granted: (if applicable)

• Any item not in its original condition, is damaged or missing parts

• Any item that has been rejected on arrival without suitable reason i.e. a change of mind or incorrectly ordered items. For items showing damage/discrepancies, you can reject the order on arrival and reviece a full refund or replacement items.

• Any item that is returned more than 30 days after delivery.

Please note: That for all returns, any extra charges incurred by Rubber Duck Bathrooms Ltd. to send the items out to you the customer would be deducted from any refund applied. Delivery charges vary by consignment size, weight, quantity and service used.

Full Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, a refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

Please note: That for all returns, any extra charges incurred by Rubber Duck Bathrooms Ltd. to send the items out to you the customer would be deducted from any refund applied.

Late or Missing Refunds:

All refunds will be processed within 30 days of receipt of goods. Most refunds are processed and completed within 24 hours. 

If you haven’t received a refund within 14 days, double check with your bank/card provider that the refund is not awaiting processing.

If you still have not received your refund, please contact us.

Exchanges:

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, please contact us.

Further Advice:

• With unwanted items we're more than happy for you to unpack and inspect your items prior to returning but if you have used or installed your products, we won't be able to offer you a refund.
• We recommend you take pictures of any items (if opened) and the return package prior to sending as evidence of condition. This will help if you need to file a claim for damage during transit with your selected courier.
• If you are shipping an item over £25, you should consider using a trackable shipping service and/or purchasing shipping insurance. 
• Due to hygiene concerns, some of our products (toilet seats for example) can not be returned once a protective seal has been opened or if a protective film has been removed. If you require a viewing of these goods before purchasing please visit our showroom or call and speak to a sales operative. We cannot accept any returns on items that have been fully opened or part fitted in when hygiene concerns are present.
• Bespoke items that are undamaged can not be returned.