Depending on the size of your order, deliveries may be made in separate consignments.

Palletised Deliveries – Large or Medium Items (e.g. Baths)

• Deliveries are to kerbside only.
• Vehicles ranging from 1.7 tonnes to 7.5 tonnes may be used.
• Pallets cannot be moved up steep slopes or steps.
• Delivery is to ground-floor locations only.
• You are responsible for moving the goods into your property.
• Solid, flat surfaces are required for pallet truck operations.

Important: For heavy stone bathtubs, arrange for 3–4 able-bodied people to assist with moving the item into your property.

Parcel Deliveries – Small Items (e.g. Basins & Accessories)

• Delivered by DPD Parcel Service.
• You will receive a tracking text with the expected delivery date.
• Deliveries operate 7am – 7pm.

All products are thoroughly checked before dispatch. Upon delivery, please:

• Inspect items immediately.
• Only sign for deliveries once satisfied with the condition.
• If a third party signs on your behalf, it will be assumed they have your authority.

For any missing items, faults, or damage:

• Note it with the courier (if applicable).
• Notify us by email at support@baulane.com within 48 hours.

We cannot accept responsibility for damage caused by:

• Incorrect storage,
• Improper installation,
• Mishandling of goods into your property.

Returns & Refunds

At BAULANE, we pride ourselves on offering a clear and straightforward returns process.

If you are not satisfied with your product, please:

• Email support@baulane.com to request a Returns Slip.
• Specify the product(s) to be returned and the reason.
• Attach photos if goods are damaged.

Goods must be:

• Unused and unfitted,
• In original, undamaged packaging,
• Accompanied by the Returns Slip and Invoice.

Important Notes:

• Goods must be returned within 14 days of delivery.
• You are responsible for the return shipping cost.
• Please use an insured and tracked courier service.
• We are not liable for goods damaged in transit.

If returned goods are not in resaleable condition, a restocking fee may apply, or the return may be refused.

Approved refunds will be processed via the original payment method within 10 working days.

Exchanges are only issued once returned goods have been received and inspected.

If you require a faster exchange, we recommend placing a new order for the replacement item and returning the original item separately.

If you wish to cancel an order before dispatch:

• Notify us immediately.
• Orders cancelled within 48 hours are usually free of charge.
• Orders cancelled after 48 hours may incur a £15.00 processing fee.

If your goods have already been dispatched, you must follow our standard Returns process.

We are unable to accept returns or cancellations for:

• Bespoke or made-to-order items (unless faulty or damaged),
• Clearance items.

Cancellations for bespoke orders must be made within 24 hours of ordering.