Refund policy

Last updated: 19 June 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

• Returns are self-service — you request and manage every return from your Omnitub account
• 30 days from delivery to request a return on eligible standard products, unused and in their original packaging
• You arrange, book and pay for return shipping — tubs and shower trays must be returned on a pallet, booked by you through the Palletways online booking service
• 15% restocking fee on returned tubs, shower trays, panels and basins — wastes are not included in this charge
• Non-returnable: bespoke, coloured, whirlpool and lit products, and colour-matched (Omnitone) wastes — all made to order
• Refunds are inspected within 5 working days of arrival and issued within 5 working days of inspection

1. What you can return

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

• Standard white tubs, shower trays, panels and basins
• Standard wastes, bundles and accessories

All returns are started and managed from your Omnitub account — see Section 5.

2. What you cannot return

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

• Bespoke products — made to your specification (custom size, shape, internal depth, drain position or edge profile)
• Coloured products — any product in a colour other than standard white
• Whirlpool baths — fitted with motors, pumps or pipework
• Baths with lighting — fitted with LED packages
• Colour-matched (Omnitone) wastes — fully bespoke, colour-matched to your order
• 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.

3. The 15% restocking fee

A 15% restocking fee applies to returned tubs, shower trays, panels and basins. It covers inspection on arrival, re-packaging to retail standard, and re-listing the unit for resale, and is deducted from your refund (for example, £150 on a £1,000 order, leaving £850).

Wastes are not included in the restocking fee — eligible standard wastes are returned with no restocking charge.

No restocking fee applies if the product arrived damaged or faulty, was not as described, or we sent the wrong item.

4. Return shipping

You arrange, book and pay for your own return shipping.

Tubs and shower trays ship on a pallet and must be returned on a pallet, which you book yourself through the Palletways online booking service. Please do not attempt to return these items by Royal Mail or a small-parcel courier — failed shipping attempts are at your own cost.

5. How to return — from your account

Returns are self-service. To start a return, sign in to your Omnitub account, open the order, and request the return there. Once your request is approved in the account, arrange your return shipping (see Section 4) and send the item back, unused and in its original packaging.

We accept returns through the account system only.

6. Damage on arrival

If your product arrives damaged, report it through your Omnitub account as soon as possible (ideally within 48 hours of delivery), with photographs of the damage and the packaging. Please keep all packaging until your claim is resolved. Where transit damage is confirmed, we will arrange collection and replace or refund the item at no cost to you.

7. Faulty products

If a product develops a fault that is not caused by misuse or unreasonable wear, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015 and our 30-year warranty. For the first 30 days from delivery you have the right to reject a faulty product for a full refund. Raise any fault through your Omnitub account.

8. International returns

International orders follow the same 30-day window. You arrange, book and pay for return shipping and are responsible for any customs duties or taxes on the return. Bespoke, coloured, whirlpool, lit and colour-matched (Omnitone) products are non-returnable, as in the UK.

9. How we process refunds

Once your returned product arrives back with us:

1. Inspection within 5 working days of arrival — we check the item is unused, undamaged and in its original packaging.
2. Refund issued within 5 working days of inspection — to your original payment method.
3. Clearance to your account then follows, at the speed of your payment provider.

10. Exchanges

We do not offer exchanges. Coloured and bespoke products are made to order and cannot be returned or exchanged. If you need a different standard item, return the eligible original through your account (subject to this policy) and place a new order.

11. Your statutory rights

Nothing in this policy reduces or removes your statutory rights under:

• Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose and as described
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — 14-day cooling-off period for distance sales (subject to the made-to-order / personalised exemption above)

If we cannot resolve a dispute, you can contact Trading Standards via the Citizens Advice consumer helpline on 0808 223 1133, or pursue alternative dispute resolution through a certified ADR provider.