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Shopping with Gem Bathrooms, you are always protected, if you want to return your item, you are always welcome to do it. Gem bathrooms allows customers to return within 28 days.

To return an order you must contact us by: info@gembathrooms.co.uk, in the email please quote your order reference and explain what makes you return your order or item.

Requirements for returning your purchasing:

1. Must be happening in 28 days
2. Must be purchased from Gem Bathrooms Limited

To get a refund, customer must meet the return reasons below:

1. Item is faulty, can’t be installed or not fit for its purpose
2. Item is wrong
3. Item is not the same as description
4. Item is damaged by transit
5. Any other reasons please communicate by email

Customer can return by yourself or let Gem Bathrooms to pick it up and we would recommend customer to choose Gem Bathrooms to return your items. Gem Bathrooms sends its own courier to pick up the items, customer can leave it to us with no risk, if it is returned by 3^rd party courier, it will be risk in damaging by transit and damaged return won’t be accepted by us.

Return postage is paid by customer unless the item is faulty/wrong or not the same as description.

To make this procedure smoothly please communicate with us in advance and explain completely with photos or video evidence,otherwise this may take longer than your expectation to sort out your situation.

Most of the return situations are not items not fitting correctly or mistakenly, Gem Bathrooms will investigate all return case and provide a best solution for customers.

Gem Bathrooms provide a standard free 3 to 5 working days delivery service to UK mainland, free delivery service covers over 99% of UK mainlands.we also provide off shore and international delivery service, please see delivery charge chart below:

In order to make your delivery success please make sure your delivery address is correct with your best valid contact number.

How and when your item will be proceed to delivery?

All orders must be paid before shipping to customer,once payment make successfully your email will receive an order confirmation email to confirm your order is about to dispatch.

Normal order delivery confirms in advance a day by text message or phone call to customer. Delivery driver will inform customer 30 to 90 minutes before arrival.

Pallet delivery will be booked by phone call to confirm your convenient delivery date.

Small parcel will not be confirmed.

On the date of delivery:

• Customer must check delivery items to confirm it is no damaged and no item is missing/no wrong item delivered
• Delivery driver will double check order item codes/quantities before handling items over to customer
• Customer must confirm delivery made by putting signature on manifest
• Delivery driver will take 1 to 2 photos to confirm delivery made
• No one home and no answer or no further instruction from customer, delivery driver will fail this order and return

Courier and customer both confirm delivery items are not damaged/missing/wrong item, once item handle over to customer and confirm by customer signature, customer will take all responsibility for it, Gem Bathrooms will not resend or exchange for customer.

Regarding your order status please email info@gembathrooms.co.uk

Delivery Requirements for customer

1. Double check delivery address,make sure it is correct
2. Make sure leaving your best valid and available contact number,personal mobile number is the best option
3. Inform us in advance of your delivery situation,including no one home/not available/need special assistant to move big items/leave a instruction note for delivery driver...etc

Returns

Gem Bathrooms is keen to make every single customer happy with our service and products, if you don’t want to keep it, you are allowed to return your order.

Return procedure

Email info@gembathrooms.co.uk with your order reference and explain what makes you return the order.

Once we confirm your return is accepted, we will arrange a courier to pick the item back or you can use your own courier to return. It is your responsibility for return if you use your own courier or return by yourself,but you must book appointment to visit us.

Acceptable reasons for return

1. Must be in 30 days allowance
2. Must be damaged by transit or wrong item refused by customer
3. Item not the same as description,for example:wrong colour item
4. Faulty item or not fit for the purpose

We charge for return by these reasons below:

1. Changed your mind,no longer need it
2. Order a wrong item(including wrong colour/wrong size...etc)
3. Item is not in the original condition and not resalable
4. Return an item that is not belong to Gem Bathrooms, we check every return before refunding your money