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Refund Information

How Long Will It Take For My Refund To Be Processed?

From the moment your refund has been authorised by our team, it generally takes around 21 working days for us to process it through our accounts team.

If you paid via cash or bank transfer, a cheque will be raised and posted out to you, which, again, can take up to 21 working days to be raised.

If you paid via finance and are cancelling your order in full, we will notify our finance partner and have the agreement cancelled for you.

In all cases, if you provided us with an email address on your order, you will receive an email to confirm the refund has been processed.

If you still haven't received your refund and want us to look into it for you, please contact us on 0871 244 0935.

How Do I Make A Complaint?

At Better Bathrooms, we're committed to providing you the best possible service but we know that sometimes we don't always get it right. Therefore, if you feel you haven't received the service you expect and have already been in contact with our customer service team to resolve your issue, we would invite you to write to us at:

Better Bathrooms

Unit A Trident Business Park

Neptune Way



If you can please include your order number and any up to date contact information in your letter so we can investigate your complaint and get back in touch with our findings.

How Do I Cancel My Order?

If you need to cancel your order, you will need to contact our customer services team. The quickest way to do this is to call 0871 244 0935.

I Have Credit On My Account, Will It Expire?

Yes, you have 365 days from the date the credit is applied to your account to use it. After 365 days the credit will expire and will no longer be valid.

How Do I Get A Refund?

Changed Your Mind?

We understand that buying online or over the phone means that you probably haven't seen the products up close before you purchased, so when you receive your order, it might not be exactly what you wanted. That's perfectly fine, you can return your order to us as long as it hasn't been installed and it is all in its original packaging and you have notified us within 14 days of receiving your delivery.

Once we receive your order back to our warehouse, we will then process your refund.

Received a Faulty/Defective Item?

If you require a refund because you believe you have received a defective or faulty product, simply take some pictures or record a video of the products you have an issue with and send them to our technical support team via our faulty item contact form here.

Once our technical team have reviewed your submission, if the product(s) are found to be faulty, we will arrange a refund for you.

Please Note: Refunds can take up to 21 working days to process and a further few days to be received back into your bank or for a cheque to reach you in the post.

How Do I Get A Refund?

Changed Your Mind?

If you are owed a refund, we always try to refund you using the same method you paid with initially. However, if you paid via Cash or BACS, we will send you out a cheque instead.

Here's a full summary of the refund methods we use:

  • If you paid online or over the phone, your refund will go back onto the credit/debit card you paid with.
  • If you paid via Cash or Bank Transfer, you will receive a cheque in the post.
  • If you paid via Finance, if you are cancelling your order in full, no payment will be taken from your bank, but if you are part-cancelling the order, the refund will come off your last instalment.

Please Note: Refunds can take up to 21 working days to be processed by our team and a further few days to be seen in your bank, or for a cheque to reach you via post. If you provided us with an email address on your order, we will email to notify you when your refund has been processed.

I Have Credit On My Account, How Do I Spend It?

Currently, we are only able to process orders for credit over the phone or in store. Please contact our sales team on 0871 244 0935 to place your order and utilise your credit.

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