At Victorian Plumbing Shop, we approach every aspect of your bathroom journey with the same precision and care that defines our product collection—from our elegant Brushed Brass Bathroom Accessories to sophisticated Back to Wall Toilet Units. We understand that creating your perfect sanctuary requires confidence in every purchase. Should an item not meet your expectations, our streamlined returns process is designed with your convenience and satisfaction in mind.

Key Policy Summary

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused, in original packaging, and in resalable condition.
  • Process: Contact us first for a Return Authorisation (RA) number.
  • Refund Timeframe: 5-10 business days after we receive and inspect the return.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty.

Our Returns Philosophy

Just as we meticulously curate our range of Modern Toilet & Basin Suites and Bathroom Furniture Packs for design-conscious homeowners and commercial specialists worldwide, we’ve crafted a returns policy that balances clarity with flexibility. We aim to resolve any issues with the same efficiency and sophistication that characterises our global service.

Step-by-Step Returns & Exchange Process

Step 1: Initiate Your Request (Within 15 Days of Delivery)

Please contact our Customer Care team at [email protected] to request a Return Authorisation (RA). Include your order number and details about the product (e.g., Comfort Height Toilet, Chrome Toilet Brush Holder) and the reason for return.

We recommend using the template below to ensure we have all necessary information for a swift resolution.

Email Subject: Return Request – Order #[Your Order Number] Dear Victorian Plumbing Shop Team, I would like to request a return/exchange for an item from my order. Order Number: [Please insert] Product Name: [e.g., Back to Wall Toilet Unit, Brushed Brass Tap] Reason for Return: [Please select: Incorrect Item / Faulty / Changed Mind / Other] I confirm the item is unused, in its original packaging, and in resalable condition. Please provide the Return Authorisation number and instructions. Full Name: Shipping Address: Contact Phone Number: Thank you, [Your Name]

Step 2: Receive Authorisation & Instructions

Within 1-2 business days, we will email you a unique RA number and detailed return instructions, including the secure warehouse address. Do not ship any items back without this RA number, as we cannot process unauthorised returns.

Step 3: Pack & Ship Your Return

Securely repack the item in its original packaging, including all manuals, fittings, and parts. Attach the RA number clearly on the outside of the box. Ship the package using a tracked and insured courier service (we recommend DHL, FedEx, or your local postal service).

Important: You are responsible for the return shipping costs and any loss or damage during transit until it reaches our warehouse. We advise you to retain the proof of postage.

Step 4: Inspection & Resolution

Once received, our quality team will inspect the item within 3-5 business days. We will notify you via email once the inspection is complete.

  • For Refunds: The refund will be processed to your original payment method.
  • For Exchanges: We will dispatch the replacement item as soon as possible, subject to stock availability. If your chosen replacement is of higher value, we will invoice you for the difference.

Refund Details: Timing & Method

Refunds are processed within 5-10 business days after we confirm the returned item meets our conditions. The funds will appear in your account depending on your payment provider’s policies:

  • Visa/MasterCard/JCB: 5-10 business days after we process the refund.
  • PayPal: Typically within 24-48 hours of our processing.

Please note that original shipping fees (Standard or Free Shipping via EMS) are non-refundable. If you received a faulty item, we will cover the cost of return shipping.

Non-Returnable Items & Exceptions

To ensure hygiene, safety, and product integrity, the following items from our menu are non-returnable unless they arrive damaged or faulty:

  • Bathroom Accessories that are personal hygiene items (e.g., certain Toilet Brushes if the seal is broken).
  • Bathroom Spare Parts that have been opened or are specific to a custom order.
  • Any product that has been installed, used, or is not in its original sealed packaging.
  • Custom-made or specially ordered items, including specific configurations of Bathroom Furniture or Commercial Toilets.

For Japanese Toilets or complex Bathroom Suites, please inspect all components upon delivery and report any damage or missing parts within 48 hours to qualify for a replacement.

Exchanges for a Different Product

If you wish to exchange for another item (for instance, swapping a Grey Toilet Brush Holder for a Chrome one), please state this clearly in your initial email. Exchanges are subject to product availability. The process follows the same steps as a return, followed by a new order for the desired item. Any price difference will be settled accordingly.

Need Assistance?

Our dedicated team is here to help you navigate any aspect of your return, just as we guide you in selecting the perfect Cloakroom Suite or Bathroom Furniture Pack.

Victorian Plumbing Shop
Email: [email protected]
Postal Address: 30 Grainger St, Newcastle upon Tyne, GB CH3M 1DE
Please include your order number in all correspondence for the fastest service.

Thank you for choosing Victorian Plumbing Shop. We are committed to ensuring your bathroom project, and your experience with us, meets the highest standards of quality and satisfaction.