Politique de remboursement

Last updated: 12 July 2026

This Refund & Returns Policy explains what you can and cannot return, and how returns and refunds work. It is written in plain English. Your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy.

At a glance

Start your return online at returns.omnitub.co.uk — just your order number and delivery postcode, no account needed
30 days from delivery to request a change-of-mind return on eligible standard white products, unused and in their original packaging
We book your return carriage; you pay a flat, cost-price fee — £120 for a tub or shower tray (pallet), £15 for wastes and small items (labelless drop-off)
Non-returnable: made-to-order items — any colour other than standard white, bespoke sizes, whirlpool baths, any tub with a drilling or trimming service, colour-matched (Omnitone) wastes, and Seconds — unless faulty
Trade & commercial orders are supplied under our Rules of Business and are not covered by consumer change-of-mind returns
Requested here first, then returned within 14 days of approval — to the address we give you (our Lympsham manufacturing site, not the showroom)
Faulty or damaged? You are always covered — we arrange and pay for collection and put it right

1. How to start a return

All returns are self-service. Go to returns.omnitub.co.uk, enter your order number and delivery postcode, and the portal will show you exactly what can come back, your refund, and the return carriage fee. Request the return there and we'll review it and email you the next steps — including how to book and pay for collection. You'll be given a return reference (e.g. OMN-1234-R1) to quote in any correspondence.

Returns must be requested here first. We can only process a return that has been raised through the portal and given a reference. If an item is sent back without an approved return, we may be unable to identify it or confirm it qualifies — it may be refused or returned to you, and no refund can be issued until a return is properly raised. Please don't post items back to us on your own.

You have 14 days from approval to return the item. Once we approve your request, please send the item back — or have it collected — within 14 days, unused and in its original packaging. If it is not returned within that time the request lapses and you will need to start again, which may fall outside the 30-day window.

Send it to the address we give you. When we approve your return we confirm the exact return address — our manufacturing site at Unit 5, Batch Business Park, Lympsham, Somerset BS24 0ES, not our Highbridge showroom. We can only guarantee your refund on items received at the address we provide. Items sent to any other address (including the showroom) may be refused, lost or returned to you, and Omnitub is not responsible for goods sent to an address we did not direct.

2. What you can return (change of mind)

You can request a change-of-mind return within 30 days of delivery, provided the item is unused, undamaged and in its original packaging:

Standard white tubs and shower trays
Standard wastes and small accessories (chrome, brushed brass, matt black and other standard metal finishes)

3. What you cannot return (made to order)

The following are made to your specification and are non-returnable unless they arrive damaged or faulty:

Coloured products — any tub, tray or waste in a colour other than standard white (RAL, BS or paint-matched)
Bespoke products — made to a custom size, shape, depth or profile
Whirlpool baths — made-to-order hydrotherapy systems with pumps, jets and electrics
Any tub with a customisation service — overflow drilling, tap-hole drilling or flange trimming permanently modifies the tub; you confirm this at checkout in OmniStudio
Colour-matched (Omnitone) wastes — colour-matched to your order
Omnitub Seconds — sold as clearance / imperfect stock
Click-and-collect orders that have been collected and signed for

This exemption is permitted under the Consumer Contracts Regulations 2013, Schedule 1 — goods made to the consumer's specification or clearly personalised. It does not affect your rights if an item is faulty (see Section 8).

4. Trade & commercial orders

Orders placed on an Omnitub trade account are supplied at trade pricing under our Rules of Business & Terms & Conditions. Because they are bought on those terms, the consumer change-of-mind return does not apply to them. If a trade item arrives faulty, damaged or not as ordered, we will always put it right — email info@omnitub.co.uk with your order number.

5. Return shipping & fees

We arrange and book your return carriage for you. You pay a flat, cost-price fee at the point of booking:

Tubs and shower trays — £120 (inc VAT), collected from your delivery address on a pallet by our carrier. This is the same order of cost you would pay to arrange a single pallet yourself; we simply pass it through and handle the booking. Your item must be re-secured to the pallet ready for collection — we'll send you the packing requirements.
Wastes and small items — £15 (inc VAT), returned by a labelless drop-off (no printer needed).

No return-carriage fee applies to faulty or damaged goods — we arrange and pay for those (see Section 8).

6. Bath feet

Omnitub Feet are supplied free with every tub. If you return a tub, its feet must be returned with it. If the feet are kept, their standard value is deducted from your refund.

7. Your refund

Refunds are inspected within 5 working days of arrival and issued to your original payment method within 5 working days of inspection.

Where a promotional discount was unlocked by buying items together (for example a bundle offer), returning part of the order removes that condition, and your refund is recalculated as if the returned item had never been in the basket — so we deduct any discount it had unlocked on the items you keep. For a straightforward sitewide sale, your refund is simply the price you actually paid for the returned item.

Diminished value. You are welcome to inspect your product as you would in a showroom before deciding to keep it. However, if an item is returned used, installed, damaged, or without its original packaging, its resale value falls — in some cases it can only be sold as a Second. Where this happens we reduce your refund to reflect the actual reduction in value, assessed when we inspect the returned item, and we will always explain any deduction. This is permitted under the Consumer Contracts Regulations 2013 (reg. 34), which allow a deduction where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning. Handle the item only as much as you need to check it, keep the packaging, and you will receive your full refund.

8. Faulty, damaged or incorrect goods

Nothing in this policy limits your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If a product arrives faulty, damaged in transit or not as ordered:

You have a 30-day right to reject for a full refund, and thereafter the right to a repair or replacement;
This applies to all products, including made-to-order and customised items;
We arrange and pay for return carriage — no fee applies.

Please report transit damage promptly (ideally within 48 hours of delivery, with photographs) so we can act on it and pursue the carrier. This is a request to help us — it does not limit your rights.

9. The 30-day window & your delivery date

The 30 days run from the day your order is delivered. For tubs and shower trays sent by our pallet carrier, we use the carrier's confirmed proof-of-delivery date. For smaller items sent by other methods (where a tracked delivery date isn't recorded), we measure from the dispatch date on your order. If you believe your window should be calculated differently, contact us and we'll review it.

Contact

Returns & manufacturing: Omnitub Ltd, Unit 5, Batch Business Park, Lympsham, Somerset BS24 0ES (please only send returns here once we have approved them and confirmed the address).

Showroom & enquiries: Unit 6 Works 22, Bennett Road, Highbridge, Somerset TA9 4PW · info@omnitub.co.uk · +44 1934 751200