Returns & Refunds Policy

Last updated: 4 September 2026

This policy applies to products supplied by Bathroom Shop and should be read with our Terms and Conditions. It does not limit any rights available under South African law, including the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECTA).

Before requesting a return

Email sales@bathroomshop.co.za with your order or quotation number, the product details, the reason for the request and photographs where the product is damaged, defective or incorrect. Please wait for return instructions before sending any product. Products sent without authorisation may be delayed or refused where permitted by law.

Incorrect, damaged or defective products

Inspect products as soon as reasonably possible after delivery and report visible transit damage or an incorrect item promptly. Keep the packaging and do not install or use a product that appears damaged or incorrect.

Where goods fail to meet the standards required by the CPA, applicable statutory remedies remain available. This may include returning defective goods within the statutory period and choosing the remedy permitted by law. Assessment may be required to confirm the nature and cause of a fault. Manufacturer warranties may provide additional protection and do not replace statutory rights.

Cooling-off rights for qualifying online transactions

Where section 44 of ECTA applies, a consumer may cancel a qualifying electronic transaction within seven days after receiving the goods, without penalty and without giving a reason. The consumer may be responsible for the direct cost of returning the goods. ECTA contains exclusions, including certain customised, special-order, perishable, unsealed or time-sensitive goods and other transactions specified by law.

Change-of-mind and unsuitable products

Bathroom Shop does not offer an additional general change-of-mind period beyond applicable statutory rights. Please confirm measurements, specifications, colour, finish, installation requirements and compatibility before ordering. Where we agree to accept a non-defective product outside a statutory right, it must normally be unused, uninstalled, complete and in its original resalable packaging, and reasonable handling or collection charges may apply.

Products that may not be returnable

Subject always to applicable law, returns may be restricted for customised or specially procured products, products cut or altered to specification, installed or used products, items damaged after delivery, products missing parts or packaging, hygiene-sensitive items once unsealed, and clearance or final-sale goods where the restriction was clearly disclosed. This does not remove rights relating to defective, unsafe, incorrectly supplied or misrepresented goods.

Return transport and inspection

Return arrangements and the responsible party for transport costs depend on the reason for return and applicable law. Goods must be suitably protected for transport. Bathroom Shop may inspect returned goods before confirming the available remedy. Risk of loss during a customer-arranged return remains with the sender until the goods are received.

Refunds

Approved refunds will be made using the original payment method where reasonably possible, subject to payment-provider processing times and any deductions permitted by law. Delivery or return costs will be refunded where legally required. We will communicate the outcome of the assessment and any next steps.

Contact

For return, refund or warranty assistance, email sales@bathroomshop.co.za or call 010 500 7354.