Refund policy

You may withdraw from your contract within fourteen days from the date you receive the goods, without giving any reason. You may equally exchange a good or return it and recover its price within fourteen days of receipt. You do not need to justify your decision to us.

To withdraw, notify us at info.turqwaz@gmail.com or through your account before the fourteen days expire. Then return the goods to us in their original condition, complete with accessories, manuals and original packaging, together with the invoice.

Who pays the return shipping.

• You bear the return cost where you are withdrawing because you changed your mind and the goods are as described and free of defect.
• We bear the return cost where the goods are defective, do not conform to their specifications or to the purpose for which you contracted, were delivered in error, arrived damaged, or where we delivered late within the meaning of clause 9.2.

When the right does not apply. The right to withdraw, exchange or return does not apply where:

1. the nature, characteristics or method of packaging of the good prevents its return, or makes it impossible to restore the good to the condition it was in at the time of contracting;
2. the good is a perishable consumer good;
3. the good is no longer in the same condition as at the time of sale for a reason attributable to you;
4. the good was manufactured or produced to special specifications you determined, and conforms to those specifications — this includes made-to-measure shower enclosures, cut stone and worktops, custom vanity units and bespoke finishes;
5. the good is printed matter, computer software or a similar item whose packaging you have opened;
6. you have fully availed yourself of a service before the withdrawal period expired;
7. a defect in the good has arisen from your improper handling of it; or
8. the request is inconsistent with the nature of the product, contrary to trade custom, or constitutes an abuse of the right of withdrawal.

Products that have been installed. Sanitaryware, brassware and fittings that have been cut, drilled, sealed, plumbed in or otherwise installed generally fall within clause 11.4(a) or 11.4(c), because they cannot be restored to their pre-contract condition. This does not affect your rights under sections 12, 13 or 14 in respect of a defective or non-conforming product.

We display a statement of your exchange and return rights, in the form approved by the Authority, prominently on the Platform and at any premises where we display or sell products.

You have thirty days from receipt of the good to exchange it, 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. On your request we will exchange the good or collect it and refund its value, at no additional cost to you.

This thirty-day right sits alongside, and does not replace, the fourteen-day right in section 11 or the warranty in section 13. You may rely on whichever gives you the better outcome.

Recurring defects. If the same defect recurs more than twice within the first year from your receipt of the good, in a way that materially affects the quality of its functional performance, we will replace it with a new good of the same type and specifications at no cost to you, or collect it and refund its value.

Where we discover or are notified of a defect in a product we have sold, we notify the Authority within seven days, and immediately where the defect may harm consumer health or safety. In that case we will also announce the suspension of dealings in the product, warn consumers against its use, and remedy the defect, exchange the product, or retrieve it and refund its value at no additional cost to you.

15Refunds