You may withdraw from your order within 14 days of receiving the goods, without giving any reason. You may also exchange an item or return it and recover its price within the same period.

To use this right, notify us before the 14 days expire (see section 5), then return the goods in their original condition — complete with accessories, manuals and original packaging — together with the invoice.

Where you are simply changing your mind and the goods are as described and free of defect, you bear the cost of return shipping. See section 6 for the full breakdown.

You have 30 days from receipt to exchange a good, or return it and recover its price, if it is defective, does not conform to its specifications, or does not conform to the purpose for which you contracted. We will exchange it or collect it and refund its value at no additional cost to you.

Recurring defects. If the same defect recurs more than twice within the first year and materially affects performance, we will replace the item with a new one of the same type and specifications, or refund its value.

1. the nature or packaging of the good prevents its return, or makes it impossible to restore it to its pre-contract condition;
2. the good is perishable;
3. the good is no longer in the same condition as at sale for a reason attributable to you;
4. the good was made to special specifications you determined and conforms to them — including made-to-measure shower enclosures, cut stone and worktops, custom vanity units and bespoke finishes;
5. the good is printed matter or software whose packaging you have opened;
6. you have fully used a service before the withdrawal period expired;
7. a defect arose from your improper handling; or
8. the request is contrary to the nature of the product, to trade custom, or is an abuse of the right of withdrawal.

We refund by the same method you used to pay, unless we agree another method with you.

We refund within 7 days at the latest — calculated from the date the goods are returned to us (or, for services, from the date of contracting). Where you withdraw because we delivered late, we refund immediately on your notice.

Instalment purchases. If you paid through a finance provider, we remit the refund to that provider, which then settles with you under its own agreement. We will tell you when we have remitted it.

Card refunds. Once we process a card refund, the time for the funds to appear depends on your bank — typically [X business days].

Sanitaryware, brassware and fittings that have been cut, drilled, sealed, plumbed in or otherwise installed generally cannot be restored to their pre-contract condition, so the 14-day change-of-mind right does not apply to them. Your rights for a defective or non-conforming product are unaffected.

For our Supply & Apply installation service, the 14-day withdrawal right does not apply once works have begun. Instead, the works and the products we supply are warranted for at least one year (three years where a defect is due to fraud or gross negligence), and cancellation is handled under the Works Order. See our Terms & Conditions, section 14.

Durable Goods (sanitaryware, brassware, water heaters, air conditioners and major appliances) carry a warranty against manufacturing defects for at least two years from receipt. For products we install, the warranty runs from the date of actual installation or commissioning.

Within warranty, inspection, repair, original spare parts, technician travel and transport of the product to and from the service centre are all covered at no cost to you. If we cannot repair a product, we replace it with a new one of the same type and specifications, or refund its value.

To make a warranty claim, contact us with your order number and a description (and, where possible, photos) of the fault. Service-centre details for each brand are on the relevant brand page.

If you are unhappy with how a return, exchange or refund has been handled, contact us at info.turqwaz@gmail.com or +20 122 310 1215. We acknowledge complaints within [2] working days and aim to resolve them within [14] working days.

You may also complain to the Consumer Protection Authority at any time, at no cost, and you do not have to come to us first. Where the Authority issues a binding decision, we implement it.