Refund and Returns Policy

We hope you’ll be pleased with your purchase. If you should change your mind and wish to return anything purchased online from us, the below policy will help to understand and set the processes on how Building Materials Ltd (“Tuo Bathroom”, “us”, “we”, “our”) will deal with delivery of products which we have agreed to supply to or for our customers (“customer”, “you”, “your”) and your rights and our obligations in relation to any defects or returns of products. It should be read alongside our Terms of Sale, Delivery Information and forms part of the contract between you and us for the sale and purchase of the products and associated services.

(a) A return can be requested for non-faulty products that are surplus to requirements and must be returned within twenty eight (28) days of delivery, in their original packaging and in a re-saleable condition, with the exception of any specially ordered non-stock and non-refundable items. If unsure if the item is non-stock and non-refundable, please contact our sales team at [email protected] or 020 4525 7662 to find out.

(b) Collection and return transportation charge may apply. Cost of return confirmation will be individually calculated depending on size of the returned items and collection post code.

(c) All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. The customer is wholly responsible for the goods in transit and any damage. Goods must be sent by secure carrier and signed for.

(d) In the event that the goods were sent direct from a manufacturer or distributor, the return must be made to the dispatch depot. All manufacturers’ charges, including re-stocking charges, handling charges and haulage charges, must be paid in full by the customer. Each manufacturer and distributor has specific return policies, including non-return policies, which will apply to the customers orders.

(e) If the customer believes an order or part of an order to be faulty, please do not return the item before contacting our sales team. The condition of the products must be confirmed at the point the return is requested. A faulty or damaged product return can be requested within 5 working days of delivery. With regards to a fault, no full or part refunds or replacements can be issued without first establishing with Tuo Bathroom and the manufacturer that the fault lays with the product. 

(f) Once goods have been received by the dispatch depot, inspected, and confirmed as faulty after conducted inspection, refunds will be processed within 14 days. 

(g) A return can be raised by calling our Customer Service Team on 020 4525 7662 or emailing [email protected]