REFUND POLICY
Refund Policy
At BAULANE, we want you to shop with complete confidence.
As a proud British-owned brand operating within the United Kingdom, we adhere to strict selling regulations and pride ourselves on offering clear, fair policies to ensure a smooth experience, even in the unlikely event you need to return an item.
Returns & Complaints
If you receive a product and are not entirely satisfied, please contact our support team at support@baulane.com within 24 hours of receiving your delivery to request a return or raise a complaint.
Upon receipt of your request, we will confirm by email whether your goods are eligible for return. If approved, we will issue a Returns Slip and provide the return address.
Please do not return any goods without obtaining prior authorisation.
Conditions for Returns
To be eligible for a return:
- Items must be unused, unfitted, and returned in a resaleable condition.
- Items must be returned in their original, undamaged packaging with any labels or tags intact.
- A copy of your invoice/receipt and the provided Returns Slip must be included with your return.
Goods must be returned to us no later than 14 days from the date of delivery.
If returned goods do not meet these conditions — for example, if the product has been used, installed, or the packaging damaged — we reserve the right to:
- Decline the return, or
- Apply a restocking fee, calculated as a percentage reduction from your refund based on the condition of the goods.
Responsibility for Return Shipping
Unless the item is faulty or incorrectly supplied, you are responsible for all return carriage costs.
We strongly recommend using a tracked and insured delivery service.
We cannot accept liability for goods damaged in transit. Any damaged returns received will not be eligible for a refund.
Cooling-Off Period & Your Statutory Rights
For standard (non-bespoke) items, you are entitled to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days from the day you receive your goods.
To exercise this right, please notify us by email at support@baulane.com.
Please note:
- Goods must still be returned in accordance with the Conditions for Returns above.
- Return shipping costs are your responsibility unless the goods are faulty.
Your statutory rights are not affected by this policy.
Exchanges
Exchanges will be processed once returned items are received and inspected at our warehouse.
If you wish to receive a replacement item urgently, we recommend placing a new, separate order and returning your original item for a refund in tandem.
Order Cancellations
If you wish to cancel an order before dispatch, please contact us immediately.
- Orders cancelled within 48 hours will usually be processed free of charge.
- Orders cancelled after 48 hours may incur a £15.00 administrative fee to cover processing costs. Larger orders may incur additional fees depending on the order status at the time of cancellation.
If your order has already been dispatched, you will need to follow our Returns Process outlined above.
Non-Refundable Items
We regret that we cannot accept returns, cancellations, or exchanges for:
- Bespoke or made-to-order items, manufactured to your specifications, unless the goods are delivered faulty or damaged.
- Clearance items or products marked as non-returnable at the time of sale.
If you wish to cancel a bespoke order, please notify us within 24 hours of placing the order. After this time, production may have commenced, and the order cannot be cancelled.
Refunds
Once your returned goods are received and inspected, we will notify you by email.
Approved refunds will be processed via your original payment method, typically within 7 days of receipt.
Please note that refunds will be for the item(s) only and exclude original delivery charges and any applicable restocking fees.
Availability
All products are subject to availability. We reserve the right to withdraw products from sale at any time.
If you order an item that becomes unavailable and we are unable to supply it, you will receive a full refund.
Liability
BAULANE® Bathrooms shall not be liable for any loss, inconvenience, disappointment, or indirect or consequential damages arising from any problem with goods supplied, other than as expressly set out in these conditions.
We shall not be responsible for delays or failures caused by events beyond our reasonable control (such as courier disruption, natural disasters, or supply chain issues).
We strongly recommend that you only schedule installers once you have received and inspected your goods.
Nothing in this policy affects your statutory rights under UK consumer law, including under the Sale of Goods Act 1979 and subsequent amendments.
Contact Us
For any further assistance regarding returns, refunds, or exchanges, please contact us: