Returns Policy

All orders with AGW Bathrooms Ltd are agreed directly, in the showroom, by phone, WhatsApp or email, rather than through an online checkout. Order details, including any return terms specific to your purchase, are confirmed with you at that time.

Nothing on this page affects your statutory rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose and of satisfactory quality.

If an item arrives faulty or damaged, contact us as soon as possible with your order details and photos where you can. We will arrange a repair, replacement or refund in line with your statutory rights.

If your order was agreed entirely by phone, WhatsApp or email, without a showroom visit, it's a distance contract under the Consumer Contracts Regulations 2013, and you have a statutory right to cancel within 14 days of the goods being delivered — no reason needed. To cancel, tell us clearly (by phone, WhatsApp, email, or the contact form) that you're cancelling; we'll then refund what you paid, including the standard delivery cost, within 14 days of getting the goods back or evidence you've sent them. You're responsible for the cost of returning the goods, and we may deduct for any loss in value if they've been handled beyond what's needed to check them, in line with the Regulations. This right doesn't apply to bespoke or personalised items — see section 6.

If you agreed your order in person at the showroom, the distance-selling right in section 4 doesn't apply, since the order wasn't concluded at a distance. Accepting a change-of-mind return in that case is a discretionary goodwill gesture on our part, not an entitlement: please speak to us as soon as possible and we'll consider it. Where we do agree to one, we may ask for the item to be unused, in its original packaging and resaleable condition, and we may deduct a reasonable restocking fee (typically up to 25% of the item's price, confirmed with you before you commit to the return) to cover handling and any loss in value; return delivery is at your cost unless we say otherwise.

Items made or adapted specifically to your own measurements or specification — a cut-to-size piece, for example, or a custom finish commissioned for your project — are excluded from the 14-day cancellation right under the Consumer Contracts Regulations 2013, and aren't eligible for change-of-mind returns once work on them has started. This is different from an item we simply order in from a supplier because it isn't held in the showroom: an ordinary special order like that isn't bespoke, and if it was placed as a distance contract under section 4, the 14-day right applies to it in full. We'll always tell you clearly, before you order, whether an item counts as bespoke.

To start a return or report an issue, contact us at admin@agwbathrooms.co.uk or call 020 8208 7798, with your order details to hand.