Refund policy

Our 30-day refund policy applies exclusively to **new** kitchen and bathroom products shipped within the United Kingdom.

We ship only to addresses within the United Kingdom.
Orders placed from outside the UK are not eligible for shipping through our store.
Returns cannot be accepted for items shipped outside of the United Kingdom.

To be eligible for a return, your product must be:

Contact us first by one of these methods:
- Online contact form on our website
- Chatbot (bottom right corner of any page)
- Email: sales@balterley.co.uk
We’ll review your request and, if approved:
- For small items (e.g. taps, fittings), we’ll send you a prepaid return label and packing instructions.
- For large or fragile products (e.g. sinks, countertops), we’ll arrange a courier collection at no extra cost—you’ll receive a call to set a pick-up date and time.

Important: Items sent back without prior approval will not be accepted.

Inspect your order on arrival. You have 2 weeks to report any issues
If anything is faulty, damaged, or not what you ordered, contact us immediately so we can make it right.

We don’t process direct “swap” exchanges.
To exchange, simply return your original product for a refund, then place a new order for the kitchen or bathroom item you’d like instead.

Once we receive and inspect your return, we’ll let you know within 1 working day if it’s approved.
Approved refunds go back to your original payment method within 1 working day—though your bank or card provider may take a few extra days to show it.
Still waiting? If 10 business days have passed since approval and you haven’t seen your refund, email us at sales@balterley.co.uk.

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