Bathroom Inspiration

Terms of service

These terms govern every contract for the sale of goods between Bathroom City and you, whether you buy online, by telephone, or in our showroom.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.

If any term in this document appears to conflict with those statutory rights, the statutory right prevails.

1. About us and these terms

These terms and conditions ("Terms") apply to the supply of goods by Bathroom City ("we", "us", "our") to you ("you", "the customer"). By placing an order, you agree to be bound by these Terms. No variation to these Terms is binding unless agreed by us in writing.

In these Terms:

"Consumer" has the meaning given in the Consumer Rights Act 2015 — an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

"Trade Customer" means any customer who is not a Consumer, including installers, developers and contractors.

"Bespoke Goods" means goods made to your specification or clearly personalised — for example, made-to-measure furniture, baths modified with customer-specified tap holes, whirlpool systems fitted to order, or items drilled or altered on request.

Where your rights as a Consumer differ from those of a Trade Customer, this is made clear in the relevant clause.

2. Product information, pricing and availability

2.1 Product descriptions. All images, descriptions, specifications and measurements on our website, in our catalogues and in our showroom are provided for general guidance. They are intended to give a reasonable impression of the goods but are not contractually binding specifications unless confirmed by us in writing. Manufacturers reserve the right to make alterations and variations to materials, colour grades and technical specifications. Where a specification is critical to your purchase, please confirm it with us before ordering.

2.2 Accuracy. We take reasonable care to ensure information on our website is accurate and up to date. Some product data is supplied by manufacturers and suppliers and we cannot guarantee complete accuracy. If you rely on a specific measurement or feature for installation or fitting, please verify it with us in writing before placing your order.

2.3 Pricing errors. If a product is listed at an incorrect price due to typographical or pricing error, we reserve the right to refuse or cancel the order and refund you in full. We will contact you before taking any action.

2.4 Availability. All goods are subject to availability. If we are unable to supply goods for any reason, we will contact you and refund any sum you have paid in full.

2.5 Total price. The total price you will pay for your order — including any mandatory delivery charges — is shown to you before you place the order, in line with the Digital Markets, Competition and Consumers Act 2024. Where delivery is optional or varies by location, available options and charges are shown at checkout.

2.6 Plans and designs. Where we agree to provide a plan or design, this is prepared on the basis of measurements and information you supply. We do not accept liability for errors arising from inaccurate information provided to us. Any plan or design remains our property and may not be reproduced without our written consent.

3. Orders and payment

3.1 Order acceptance. Your order is an offer to buy. A binding contract is formed only when we confirm acceptance of your order in writing (including by email) or dispatch the goods to you, whichever is earlier.

3.2 Payment methods. We accept major credit and debit cards (Visa, Mastercard and others as displayed at checkout), PayPal, approved online payment providers, chip-and-PIN in the showroom, and BACS bank transfer. Your order will be processed once payment authorisation is received. We may ask for additional verification to protect you and us from fraud.

3.3 Billing information. When paying by card, you must provide the exact billing address and contact telephone number registered with your card issuer. Incorrect information will delay processing and may cause your order to be declined.

3.4 Finance. Where you have taken finance to fund your purchase, your agreement is with the finance provider. Complaints about monthly repayments, interest or charges should be raised with the finance provider directly. We will forward any complaint we receive about finance to the relevant provider and confirm to you in writing who is handling it.

4. Fraud protection — delivery address changes

DELIVERY ADDRESS POLICY

To protect customers and the business from payment fraud, we apply strict controls to any request to change the delivery address after an order has been placed.

4.1 Online and remote card payments. Where an order has been paid using an online or remote payment method — including (without limitation) credit or debit card payments taken over the website or by telephone, PayPal, Cardnet, Klarna, or any other online payment gateway — the delivery address cannot be altered from the address verified against the cardholder's account at the time of payment.

4.2 Exception — re-payment by chip-and-PIN or BACS. If you need to change the delivery address after placing an online or remote card order, we will only action the change if you:

cancel and refund the original payment in full; and

re-pay for the order either by chip-and-PIN in our showroom or by BACS bank transfer from an account in the name of the original purchaser.

Only once cleared funds have been received by the alternative method will the revised delivery address be accepted and the order released.

4.3 Why we apply this policy. This policy reflects guidance from card-scheme operators and our acquirer. The cardholder-verified billing and delivery address is a key fraud control for remote payments. Chip-and-PIN transactions and BACS transfers carry materially different fraud risk profiles and allow us to accept alternative delivery addresses safely.

4.4 Identity checks. We may ask for additional identity verification before accepting any delivery address change. We reserve the right to cancel and refund any order where we reasonably suspect fraudulent activity. A refund issued in these circumstances does not amount to an admission of liability.

4.5 This policy does not affect your statutory rights. Nothing in clause 4 affects your statutory cancellation rights under clause 9 below.

5. Delivery

5.1 Delivery timeframe. Unless we agree a specific date with you, we will deliver the goods to you without undue delay and in any event within 30 days of the contract being formed, in line with section 28 of the Consumer Rights Act 2015. Estimated delivery dates provided before that 30-day period are indicative only.

5.2 Late delivery. If we fail to deliver within 30 days (or any later date we have agreed with you) and the delivery was essential in the circumstances, or if you have set a further reasonable period for delivery and we have failed to meet it, you may treat the contract as at an end and receive a full refund of any sum you have paid.

5.3 Risk and ownership. Risk in the goods passes to you when you, or a person you have nominated, take physical possession of them. Ownership passes to you once we have received payment in full.

5.4 Delivery location. Our delivery obligation is limited to the nearest point safely accessible by hard road and permitted vehicle size. You are responsible for providing, free of charge, the labour needed to unload and stack goods. Our drivers are not authorised to enter your premises. Packaging, pallets and similar materials form part of your purchase and are for you to dispose of or retain for any return.

5.5 Delivery charges. Delivery charges are shown at checkout before you place your order. Where we offer free delivery, this is based on one delivery on our standard delivery days to your area. Special delivery services (timed, same-day or designated vehicle) are available at additional cost and must be agreed before dispatch.

5.6 Instalments. We may deliver orders in instalments where necessary. Each instalment is treated as a separate delivery for inspection purposes.

5.7 Changes to delivery after dispatch. If you ask us to redirect, retrieve, return or re-deliver goods after dispatch, we may pass on any reasonable third-party costs we incur. These will be quoted to you before we proceed.

6. Inspection, transit damage and incorrect goods

6.1 On delivery. Please check the number of packages against the carrier's consignment note before signing. Where possible, note any visible damage or shortage on the consignment note at the time of delivery. This is not a contractual requirement and your statutory rights are unaffected if you do not notice damage until later — but it helps us process your claim quickly.

6.2 Notifying us. We ask that you tell us about any transit damage, shortages or incorrect goods as soon as reasonably possible, and in any event before the goods are installed or modified. The sooner we know, the sooner we can put things right. We recommend notifying us within 48 hours of delivery where practical, but this is a guide and not a time bar on your statutory rights.

6.3 Your statutory right to reject. If you are a Consumer and the goods do not conform to the contract — for example, because they are damaged, faulty, not as described, or not fit for purpose — you have a short-term right to reject them within 30 days of delivery under section 22 of the Consumer Rights Act 2015. After that period you remain entitled to a repair or replacement, and if that is not possible or not done within a reasonable time, to a price reduction or a final right to reject.

6.4 Pre-installation inspection. We strongly advise you to inspect all goods fully before any installer begins work. Once goods have been fitted or modified they are deemed accepted, except to the extent of any hidden defect or breach of your statutory rights. Where goods are rejected by you, we will arrange replacement or refund as soon as reasonably practicable; some products carry longer lead times for re-delivery.

7. Product guarantees

7.1 Manufacturer's guarantee. All goods are covered by the manufacturer's guarantee on the terms published by the manufacturer. These guarantees typically exclude damage caused by accident, misuse or neglect, and do not cover routine maintenance.

7.2 Statutory rights. A manufacturer's guarantee is in addition to, and does not replace, your statutory rights as a Consumer under the Consumer Rights Act 2015.

8. Bathroom installers

8.1 Recommendations only. Where we recommend an installer, we do so in good faith based on customer feedback. The installer is not our employee or agent. Your contract for installation is directly with the installer.

8.2 No liability for installers. We are not liable for any loss, damage or expense caused by the acts, omissions or delays of any installer, their employees, agents or subcontractors.

8.3 Consents. Obtaining any building, planning or other consent required for installation of the goods is your responsibility. Our contract is for the supply of goods only.

9. Your right to cancel — online, telephone and other distance orders

14-DAY COOLING-OFF PERIOD

If you are a Consumer and you placed your order online, by telephone, by email or by any other means of distance communication, you have the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

9.1 Cancellation period. You have 14 days from the day after the day on which you (or a person you nominated) received the goods to cancel. Where your order is delivered in instalments, the 14 days runs from receipt of the last item.

9.2 How to cancel. To cancel, tell us clearly in writing — by email, letter or using the model cancellation form we will send you with your order confirmation. You do not need to give a reason. A cancellation is effective on the day you send us the notice.

9.3 Returning the goods. If you cancel, you must return the goods to us, or make them available for collection, within 14 days of telling us you are cancelling. Goods must be returned complete, in their original undamaged packaging, unused and in a saleable condition. You are responsible for the cost of return unless we agree otherwise. You are under a statutory duty to take reasonable care of the goods while they are in your possession.

9.4 Refund. We will refund the price of the goods and the standard outbound delivery charge within 14 days of the day we receive the goods back (or, if earlier, the day you provide evidence that you have returned them). We may withhold the refund until one of those events has occurred. We may make a deduction from the refund to reflect any reduction in value caused by handling of the goods beyond what is necessary to establish their nature, characteristics and functioning.

9.5 Damage during return. Please package returns securely to suit the method of transport used. If returned goods arrive in an unsaleable condition because of inadequate packaging or uninsured transit, we may make a deduction from your refund or, where damage is substantial, decline the return. We offer a paid-for collection service on request.

9.6 Bespoke and customised goods. The 14-day right to cancel does not apply to Bespoke Goods — for example, made-to-measure furniture, baths with customer-specified tap-hole drilling, or baths modified with a whirlpool or spa system. This exclusion is permitted by regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

9.7 Showroom (in-store) orders. Orders placed in person in our showroom are on-premises contracts and are not subject to the 14-day cancellation right. Your statutory rights in respect of faulty, not-as-described or unfit goods under the Consumer Rights Act 2015 are unaffected. For fault-free goods, see clause 10.

10. Showroom returns and goodwill exchanges

10.1 No automatic right. There is no statutory right to return or exchange fault-free goods that conform to the Consumer Rights Act 2015 where the order was placed in our showroom.

10.2 Goodwill exchanges. We will consider goodwill returns or exchanges of standard stock items on a case-by-case basis, provided goods are unused, in original packaging and in saleable condition.

10.3 Restocking fee on Bespoke Goods. Where we agree to accept a return of Bespoke Goods as a goodwill concession, a restocking fee of 25% of the goods price will apply, plus any delivery charges incurred. This reflects the cost to us of handling goods that were made or configured specifically for you and which we cannot readily resell.

10.4 Faulty goods. Clause 10 does not apply to faulty, misdescribed or otherwise non-conforming goods, where your full statutory rights apply.

11. Vouchers, discounts and promotions

11.1 Voucher codes and discounts cannot be used in conjunction with any other offer or promotional code. Only one promotion code may be used per order, per household. We reserve the right to decline orders that breach promotional terms, and to withdraw any promotion at any time. Prices shown in our sale banners and posters were correct at the time of print, errors and omissions excepted.

12. Complaints

12.1 Raising a complaint. We aim to resolve any problem quickly. Please contact our Customer Service team in the first instance by email or telephone. We will acknowledge your complaint promptly and keep you informed of progress.

12.2 Finance complaints. Complaints about the finance agreement itself — for example, monthly repayments, interest, or charges — should be raised directly with the finance provider. Where we receive such a complaint, we will forward it to the relevant provider under the Financial Conduct Authority's complaint-forwarding rules and confirm to you in writing who will respond.

13. Our liability to you

13.1 Consumers. Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by sections 9 to 11 and 49 of the Consumer Rights Act 2015; or (d) any other liability which cannot be limited or excluded under applicable law.

13.2 Foreseeable loss. Subject to clause 13.1, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. Loss is foreseeable if it was an obvious consequence of our breach, or if it was contemplated by you and us at the time the contract was formed.

13.3 Trade Customers. Where you are a Trade Customer, our total liability in connection with any contract is limited to the price you paid for the goods under that contract, and we are not liable for indirect or consequential loss, loss of profit, loss of business or loss of opportunity.

14. Data protection

14.1 We process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. Full details of what data we collect, how we use it, and your rights are set out in our Privacy Policy and Cookie Policy, available on our website.

15. Governing law and jurisdiction

15.1 These Terms and any contract formed under them are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales, save that if you live in Scotland or Northern Ireland you may bring proceedings in your local courts.

16. General

16.1 Severability. If any clause of these Terms is found to be unenforceable, the remaining clauses continue in full effect.

16.2 No waiver. If we do not enforce a right under these Terms immediately, that does not mean we have waived it.

16.3 Third parties. A person who is not party to the contract has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any clause of these Terms.

16.4 Entire agreement. These Terms, together with your order confirmation and any written agreement we make with you, form the entire agreement between us in respect of the goods supplied.

LEGAL REVIEW

These Terms have been drafted for Bathroom City as an internal working draft, reflecting the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Digital Markets, Competition and Consumers Act 2024, and the UK GDPR / Data Protection Act 2018.

They should be reviewed and signed off by qualified legal counsel before being published on the website.