Terms and Conditions

This document sets out the terms and conditions on which we supply any of the products listed on our website www.bathlab.co.uk (“our site”) to you.

Please read these terms and conditions carefully before ordering any products from our site. These terms tell you who we are, how we will provide products to you, how you and we may end the contract, what to do if there is a problem and other important information.

By making a purchase with us or using our website, you agree to these terms and conditions.

We will update our terms and conditions from time-to-time, this policy was updated 07/05/2021.

1. Definitions

1.1 www.bathlab.co.uk is a website operated by BathLab Retail Limited (“we”, “our”, “us”). We are registered in the U.K. under company number 13395936. Our registered office is at 71-75 Shelton Street, London, WC2H 9JQ. Our VAT number is 387904351.

1.2 “You”, “Your” means the customer or consumer seeking to purchase goods from us.

1.3 “Contract” means any contract accepted by us for the supply of goods to you.

1.4 “Goods” means the products, materials or services that are supplied by us in accordance with these conditions.

2. Pricing & payment

2.1 All prices on our website include VAT at the standard current rate (unless otherwise specified).

2.2 All prices on our website are in Pounds Sterling (unless otherwise specified).

2.3 Payment is to be made in full upon placement of an order (unless agreed otherwise).

2.4 We are entitled to make amendments to the price to take into account any increase in our supplier's prices or the imposition of any taxes or duties.

2.5 We work hard to ensure the prices listed are accurate at the time of purchase. However should there be a pricing error either on our website or on a quotation from us then we will not be bound to honour an order made at an incorrect price. In this unlikely scenario we will notify you by writing and offer to amend your order to the right price or cancel it for a full refund.

2.6 Your computer may display old pages from our site which are stored in your own computer's memory from previous visits - it is important you refresh your browser when viewing any pages on our web site to see the current prices and goods available. We are not liable for “cached” prices.

2.7 Where we run any additional offers or voucher promotions, these may only be used singularly and not in conjunction with other offers unless otherwise stated.

2.8 We reserve the right to withdraw an offer (whether promotional discount or a reduced price) at any time.

2.9 We reserve the right to perform fraud checks on customer payments as and when we see fit. Should we suspect a payment to be of fraudulent activity we may request further information from you before processing your order.

3. Description of goods

3.1 All images, descriptions, specifications and advertising on our site are intended to give the best indication possible of the goods offered. However, it is your responsibility to inspect the item you have received and ensure its suitability prior to commencing installation. We will not be liable for installation costs that have been incurred due to errors in description of goods listed upon this site.

3.2 On occasion, a manufacturer may make small changes to the design of a product. Due to this, the item/items you receive may have small differences to the picture displayed on the website. The colour of goods may vary slightly from that shown on the website due to limitations of browser software and monitors.

4. Delivery

4.1 Full information on delivery details and charges, can be found on our Delivery Information page.

4.2 We aim to provide up-to-date stock and delivery timeframe information alongside each product on our website so that you know when you are going to receive your order. However, goods are subject to availability and delay in delivery of goods is sometimes outside of our control. Delivery timescales are given as estimates in good faith, but cannot be taken as precise or exact information. If we become aware of a delay on your order, we will notify you as soon as we are able to.  

4.3 We recommend that you do not arrange for the installation of your goods until they have been delivered, inspected for damage and checked for suitability. We will not be liable for any costs or charges from 3rd parties incurred as a result of the delivery date or damages. It is your responsibility to order items in good time and ensure they are undamaged and free from visual defect prior to engaging with an installer. 

4.4 Upon delivery of your order, you will be given the opportunity to check and sign for the products. We recommend that you carry out a quick visual inspection of your order on arrival for any obvious damages, or missing items. Should you have any concerns, please mark this on the delivery paperwork when signing for delivery. You are not expected to check every item before signing for the delivery. Having received your order, you must check for any damages or missing items. We recommend that you open each box and check thoroughly. If you have any concerns, you must notify us within 48 hours of delivery via email or telephone (please include images for damaged goods). Please note that this does not affect your rights with regards to faulty products which would be covered under guarantee.  If we are notified within 48 hours, we will organise a replacement and collection for you. Please note that in some cases it might not be possible for us to collect damaged goods, for example in the case of broken glass or ceramics. Please do not install damaged goods, as we will be unable to replace or refund damaged items which have been installed. 

4.5 Large products will be delivered to you on a pallet. Delivery will be on a confirmed date and must be signed for. If there is no one to sign for the goods on the agreed delivery date, or if you fail to provide us with important delivery information, you will be liable to pay any further delivery charges that are incurred. We reserve the right to charge any re-delivery fees to your original method of payment. We recommend that you have people on site to help take in the delivery. Pallets are delivered by a single driver with a pump truck and they are not insured or obliged to assist in carrying goods inside of your property. The delivery driver is only responsible for delivering your order to your driveway, pathway or kerbside (if there is restricted access to your driveway). Unless otherwise arranged, the pallet that the goods are delivered on will be left with you and it is your responsibility to dispose of this, not the delivery driver's.

5. Cancellations, returns & refunds

5.1 Full information on cancellations, returns & refunds, can be found on our Returns Information page.

5.2 You have the right to cancel your order either before it has been dispatched or up to 30 days after the date of delivery.

5.3 If you wish to cancel an item prior to dispatch please contact us either in writing by email or by calling us.

5.4 If you wish to cancel an item that has already been delivered, please contact us prior to returning items so that we can provide you with a returns form and details of where to return to.

5.5 We are unable to accept returns for any products that have been used, installed or made-to-order.

5.6 Products must be in their original packaging (which must also be intact, do not write on the packaging) and in a resalable condition.

5.7 You will be responsible for the cost of the return and for ensuring that it reaches us safely. We recommend that you package the returned product in outer packaging and that you use a recorded and insured delivery service.

5.8 Once we have inspected and processed your return we will refund back to your original method of payment. Please allow up to 10 working days for your refund to be processed.

6. Warranties & faulty goods

6.1 All products featured on our website will come with a warranty of at least 12 months. However most will come with extended manufacturer warranties which will be indicated on the product details page. If you are unsure as to the specifics of a warranty then please contact us or the manufacturer for clarification.

6.2 Warranty does not apply to any defect in goods arising from fair wear and tear, wilful damage, accident, negligence by you or a third party, goods being used in a way other than recommended by the manufacturer, failure to follow manufacturer instructions or any alteration or repair carried out without the supplier’s approval.

6.3 If you believe your product has developed a fault or has a manufacturing defect, please contact us so that we can help resolve things for you. It is often possible to resolve any issues with simple technical advice or by sending replacement parts. Where appropriate we will ask the manufacturer’s technical department to contact you if we believe it will help resolve things faster. We recommend that you do not uninstall a product prior to contacting us, as it might be that the issue can be resolved in-situ. We may request photos or videos so we can help identify the issue. It is also important that we establish whether any issues are due to an actual product fault or are in fact due to the environment that the product has been installed in. Factors such as water pressure or incorrect installation are often the reason behind perceived “faults” so this is something that we might need to check through with you as part of the process. We understand that this might be a frustrating process to go through, but it is important that all elements are investigated.

6.4 Provided the fault on the goods meets the requirements of the manufacturer’s warranty, we will arrange for a replacement product (or a specific part) or, at our discretion, refund the price of the product or a proportionate part of it – we shall have no further liability to you.

6.5 We are not responsible for any losses where they are suffered by you in relation to a business including indirect or consequential loss. This includes, but is not limited to any loss resulting from the cost of the installation of the products or loss of business, revenue, profits, contracts, anticipated savings, data, management or office time.

6.6 All products should be installed by a suitably qualified professional. We do not recommend attempting the installation of bathroom and kitchen items without holding the current, relevant qualifications due to the technical nature of the products. Neither we nor the product manufacturer can be held responsible for any costs incurred as a result of installation by unqualified individuals.

7. Privacy, cookies, data protection & GDPR

7.1 For full information on privacy and how we handle your personal details, please see our Privacy Policy page.

7.2 For full information on cookies and how we use them, please see our Cookies page.

7.3 For the purpose of fulfilling this contract and for any future work that may be necessary, we will store on our database the customer's minimal necessary personal details but these will not be disclosed to any third party whatsoever save where applicable to external delivery and marketing companies that we work with for order fulfilment and to improve our customers’ shopping experience.

7.4 Such minimum data will be retained by the company for as long as it deems necessary to discharge any contractual obligations including warranty issues. The customer acknowledges his/her statutory right to demand that their entries on the database be erased and to demand proof that that has been done.

7.5 In all respects the company warrants to strictly comply with the provisions of the Data Protection Acts 1988 and 2003, the General Data Protection Regulations 2018 and all subsequent data protection legislation and regulations which may become relevant to this contract.

8. General

8.1 The Contract and these conditions of sale shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts.

8.2 These terms and conditions do not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.3 Our website may contain links to other sites on the internet which are owned and operated by third parties. We will not be held responsible for the content of these sites nor any transactions including the exchange of personal information, confidential data, cookies or purchases between yourself and any external websites.

8.4 We reserve the right to refuse, cancel or refund any orders prior to dispatch and invoice without notice.