At BAULANE®, we design and craft products that elevate the everyday — pieces made with care, intention, and uncompromising quality. We believe that beautiful design should also be dependable, which is why our products are backed by clear guarantees.
Our guarantees vary by product category, reflecting the materials, craftsmanship, and performance standards behind each item. This page outlines everything you need to know about what's covered, what isn't, and how to make a claim.
Guarantee periods by product
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Stone resin baths and basins (including our Serenity Stone™ and Baustone® ranges): Lifetime guarantee against manufacturing defects.
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Countertops/worktops (Baustone® Solid Surface, including our TrueWhite™ colourway, and marble): Lifetime guarantee against manufacturing defects.
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Vanity unit cabinetry (oak furniture): 7-year guarantee against manufacturing defects.
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Taps and brassware: 15-year guarantee against manufacturing defects.
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Mirrors: tiered by type — standard (non-illuminated) mirrors carry a 10-year guarantee on glass defects; illuminated/electrical mirrors carry a 2-year guarantee on electrical components; mirrored cabinets with wood elements carry a 7-year guarantee on the cabinet structure and joinery.
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Serenity Stone™ Bath Mats: No extended guarantee. Diatomite stone is a rigid, brittle material that can crack or chip under impact, uneven surfaces, or excess weight/pressure regardless of manufacturing quality — a known characteristic of the category. Cover for bath mats is limited to our standard delivery-fault window (genuine transit damage reported with photo evidence within 48 hours is replaced free of charge) and the standard 14-day change-of-mind return if unused. Beyond that, there is no ongoing guarantee against breakage from use.
Registering your guarantee
To qualify for the guarantee periods above, please register your guarantee within 14 days of delivery, quoting your order confirmation or invoice as proof of purchase.
What's covered
For products with an extended guarantee above: faults arising from materials or workmanship under normal domestic use. In the event of a genuine manufacturing defect within the guarantee period, we will offer a repair, replacement, or replacement part free of charge, at our discretion.
What's not covered
- Damage caused during fitting/installation, or by a third-party installer.
- Accidental or malicious damage.
- Normal wear and tear, or damage from improper use, cleaning, or maintenance.
- Consequential loss (e.g. cost of re-installation, redecoration, or other trades).
- Limescale build-up, corrosion, mould, or mildew and associated issues.
- For bath mats specifically: any breakage, cracking, or chipping that occurs after successful delivery and initial use.
All products must be installed by a qualified professional and in accordance with the instructions provided; failure to do so may void the guarantee.
The guarantee applies to the original purchaser at the original installation address only and is non-transferable. Proof of purchase (order confirmation or invoice) is required for any guarantee claim. We may need to inspect the affected product, which may take place on-site — if inspection finds the issue is not a manufacturing defect, a callout charge may apply.
Damaged on arrival: across every product category, please notify us within 48 hours of delivery with clear photos (and video where helpful) if an item arrives damaged. This is an evidential window, not a legal cutoff — it doesn't affect your statutory rights.
None of the above affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.
How to make a claim
Contact our Customer Care team at support@baulane.com with your order number, a description of the issue, and photos where possible. We'll review and come back to you with next steps.
