At BAULANE®, we want you to buy with confidence. As a British-owned brand operating within the United Kingdom, we adhere to strict selling regulations and pride ourselves on clear, straightforward policies to ensure minimal issues in the unlikely event you need to return an item to us.
Returns Process
If you receive a product and are not entirely satisfied, please contact us at support@baulane.com to request a return/refund.
For faults, damage, or missing items: please notify us within 48 hours of delivery so we can investigate promptly. This is an evidential window to help establish what happened — it does not affect your statutory rights under the Consumer Rights Act 2015, which apply regardless of when a fault is reported.
For change-of-mind returns on non-bespoke items: you have 14 days from the date of delivery to notify us, under the Consumer Contracts Regulations 2013. Once you've notified us, you then have a further 14 days to send the goods back to us.
Once your request is received, we will confirm by email that your goods are eligible to be returned. You will be provided with a Returns Slip and the address to post your goods to. Goods should not be sent back to us without this pre-authorised Returns Slip.
Goods must be returned in their original condition and original, undamaged packaging, and must be sent back to us no later than 14 days following the date you notify us of your cancellation. Please ensure the Returns Slip is included with your goods, along with a copy of your invoice/receipt.
The items to be returned must be in re-saleable condition. We will not accept any items which have been used, fitted, or in a condition other than which they were supplied to you. For hygiene reasons, this includes bath mats and other personal hygiene products that have been used — these cannot be returned for change of mind regardless of packaging condition.
Restocking Fee
On receipt, we assess returned goods against the condition they were dispatched in. If returned unused, in original packaging, with no handling beyond what's reasonably necessary to inspect the item, you'll receive a full refund. If there's evidence of handling beyond this — for example, use, installation, or damaged or missing packaging — a deduction proportionate to the resulting loss in resale value will be applied, up to a nil refund if the goods are no longer resaleable, or we may decline the return outright. We'll share our reasoning and photo evidence if a deduction applies. This does not apply to items that are faulty, damaged in transit, or incorrectly supplied — those are covered in full.
Please note, you are responsible for any carriage costs associated with returning your items to us. Please ensure you use a suitably insured, tracked delivery service, and package your items with due care to prevent damage during transit. We will not accept liability for goods damaged in transit back to us. Any items damaged in transit will not be accepted for a full refund.
Once your returned items have been received and processed at our warehouse, you will be notified by email and we will issue a refund (less any delivery charges and applicable deduction) via the original payment method.
Approved Refunds
We process approved refunds within 7–10 working days of receipt and inspection of the returned goods. Please allow a few additional days for the refund to appear on your statement, depending on your bank. Alternatively, an exchange will be dispatched if requested.
The policy outlined here does not affect your statutory rights. Any guarantee offered by BAULANE® is in addition to the legal rights afforded to you as a consumer under the Consumer Rights Act 2015.
For further details on returns, please refer to our Terms & Conditions and Warranty & Guarantees pages.
Exchanges
Exchanges will only be dispatched once a returned item has been received and processed at our warehouse facility.
The fastest way to ensure you receive a replacement item quickly is to place a new, separate order for the item you wish to purchase, in tandem with returning your original item.
Order Cancellations
If you have placed an order with us but changed your mind, don't worry — provided the order hasn't yet been dispatched via our couriers.
Within 14 days of placing your order — the statutory cooling-off period under the Consumer Contracts Regulations 2013 — cancellation of a standard (non-bespoke) order is free of charge.
After the 14-day window has passed, we are unable to accept cancellation of a standard order before dispatch.
Bespoke commissions are excluded from the 14-day cancellation right from the outset (see Exceptions and Non-Refundable Items below). Cancelling a bespoke commission before production begins incurs an admin fee of 20% of the order value, reflecting the design and quoting time already invested. Once production has begun, a bespoke commission cannot be cancelled under any circumstances — the full order value is chargeable.
If your items have already been dispatched, you will need to action a Returns request in accordance with the process outlined above.
Exceptions and Non-Refundable Items
For genuinely bespoke items — manufactured to your specific custom specifications, as supplied or requested by you — we cannot exchange or accept the return of goods, unless delivered to you in a faulty or damaged condition. Cancelling before production begins incurs an admin fee (see Order Cancellations above); once production has started, bespoke commissions cannot be cancelled and are chargeable in full.
This applies only to items built to an individual customer's specific brief that could not be resold as standard stock. It does not apply to our standard catalogue products — including any vanity unit range, finish, or configuration selected from our standard options — even where the item is manufactured to order rather than held in bulk stock. Those remain subject to the standard 14-day change-of-mind right set out above.
Please note, we do not accept returns on clearance items.
Warranty
Our products are covered by a guarantee against manufacturing defects, varying by product category — see our Warranty & Guarantees page for full coverage details by product type.
Availability
All products are subject to availability and may be withdrawn from the site at any time. If you purchase a product which is subsequently withdrawn and we do not supply the goods for any reason, you will not be charged, and we will issue a full refund.
Liability
BAULANE® will not be liable for any third-party costs, loss, inconvenience, disappointment, or indirect or consequential loss or damage arising from any problem with the goods, and we shall have no liability to pay compensation other than any refund made under these conditions.
BAULANE® shall have no liability to you for any failure or delay in delivery, or any damage or defect to goods supplied, caused by events or circumstances beyond our reasonable control. We recommend booking installers only once you have received your goods in full. This does not affect your statutory rights.
By making a purchase with us, you acknowledge and agree to abide by our Returns Policy above.
