Delivery & Returns

Moving bathroom goods around the country can be a tricky business. They are often items that are generally large, awkward, fragile and of a high-value that are needed on building sites, or checked and stored until they are required. We have been refining and developing how we deliver your bathroom goods. We are confident we are uniquely positioned to offer a service unparalleled to anyone else. Our goal is always to make sure your delivery is as smooth as possible.

Delivery Charges

On each of our product pages, there will be a delivery tab with information on shipping relating to each individual product. Also when you reach the checkout page, our system will automatically calculate your delivery costs based upon the contents of your shopping cart and your specified delivery address.

We always aim to dispatch orders in line with the required timeframe. However, as some of our products are handmade to order then we may sometimes need to work to manufacturer lead times. This will be communicated on each product, page under the delivery tab or if you would like more information please contact us directly.

All delivery services require a signature on arrival.

Delivery Options

Standard Delivery (UK Mainland – excluding Highlands & Offshore, Channel Islands and EIRE)

Delivery Schedule: Mon-Fri / Mon-Thur on all Arroll products (excluding public holidays).

FREE – for most orders over £500 to UK mainland (excluding Highlands & Offshore, Channel Islands and EIRE see below)

Arroll radiators are extremely heavy and must be delivered on pallets. Therefore, there is an extra fee of £100 delivery.

For orders under £500 there will be a £12.00 charge.

Standard Delivery (Highlands & Offshore, Channel Islands and EIRE)

Delivery Schedule: Mon-Fri / Mon-Thur on all Arroll products (excluding public holidays).

• £50 extra – on all orders to highlands.
• £80 extra – for all orders to Offshore, Channel Islands and EIRE

** Our standard delivery service is "kerbside delivery".

International/Overseas

Please email us at info@theurbanbathhouse.com to discuss overseas orders and associated delivery, we mainly focus on the UK market but if you email us your request we will see if we can accommodate you.

Delivery Process

Booking your Delivery

Where possible, we will endeavour to book your delivery on the day of your choice. Deliveries are Monday to Friday between 9am and 6pm (however delivery times cannot be specified). We will need 5 working days if you have a specific date in mind for your delivery.

Deliveries WILL NOT be scheduled with our couriers until you have confirmed the delivery date by return of email or by phone.

Access Issues: Please let us know when confirming your delivery if there are any access issues which may prevent our vehicle from delivering. If there are any problems with access, a redelivery fee may occur.

On the day of Delivery

Please ensure someone is available at the delivery address to take collection of your order. Failed deliveries may incur a redelivery fee.

All crate and pallet deliveries are "kerbside deliveries". The driver will try to deliver the goods as near to the property as possible. Please note that the delivery driver is not insured to carry the products into your property. For large crate and pallet deliveries you may need to have 2-3 able bodied persons on hand at the time to assist.

Crate and pallet deliveries will normally arrive on an 18 tonne vehicle with a tail lift. The courier will bring a 'Pallet Truck' which only has small wheels and will not go up and down steps or over rough ground or deep gravel. If a smaller vehicle is required please inform us in advance and we can request a 7.5 tonne vehicle.

Inspecting your goods

Items should be checked upon delivery prior to signing for any damage or missing items.

For Bath deliveries - Please note any ancillary products may be packed in and around the bath, space permitting.

If there are any missing items or faults with your products you should notify us within 48 hours.

Please note that the delivery driver will not be able to dispose of any packaging materials including pallets. These should be disposed off by the customer in an appropriate way.

Unforeseen delays to your Delivery

Whilst we will try our best to ensure your delivery is received on the day specified, unforeseen delays may occur. We therefore strongly recommend that you do not book plumbers or tradespeople on the strength of the date given.

We recommend that goods are received and checked prior to any work commencing to ensure any errors, delays or faults can be rectified.

We cannot be held liable for any costs incurred by problems with delivery.

As always, please feel free to call or email if you have any questions.

Additional Details Pertaining Bath Deliveries

The Goods will be delivered to you at the kerbside of the address you provided during the order process. This may be an address other than the billing address, but please note that extra documentation may be needed to comply with such orders.

Baths will arrive on a tail lift vehicle and will be lowered off the rear on to a pallet truck. The courier will move the bath with the pallet truck to an accessible kerbside location at the delivery address. The pallet truck will not move over steps, deep gravel or rough ground and the courier will not take the bath into a customer’s premises. You should ensure you have arranged sufficient assistance (dependent upon the size of the bath - we recommend 3-4 able bodied people) on the day of delivery to help you move heavy Goods into your premises.

We employ professional couriers and in-transit damage is very rare. Nevertheless, you should examine the Goods on delivery and must do so within 7 days of delivery. You must report damage to the Goods to us as soon as it is discovered. It is essential that you do not schedule or commence any preparatory or installation work until the Goods have been delivered and then checked by you.

Receipt of all Goods must be acknowledged by way of signature on delivery by an adult aged 18 years or over. We will assume that any third party who signs for the goods on your behalf has your implied authority to do so and we are not required to make enquiry of their identity or actual authority. This includes any contractors or sub-contractors you may have on site irrespective of whether you yourself are present at the time of the delivery

The delivery date or time period for delivery will vary depending on the nature of the individual Goods ordered. We will always contact you shortly after the Order Confirmation either by telephone or email to discuss or arrange the proposed delivery of each individual item ordered. Orders for more than one item may be delivered in instalments.

If we are unable to deliver the Goods within 20 weeks of the Order Confirmation then, unless you have agreed to a delivery after that time, then you may cancel this contract in accordance with our cancellation terms.

Returns / Refund Policy

We want you to feel confident about shopping with The Urban Bath House. You can return any unwanted items within 14 days for a refund or replacement, as long as they are in an unused, saleable condition and in their original, undamaged packaging on most items.

Arroll baths or radiators cannot be returned or refunded once purchased. Arroll will only accept a return if the bath or radiator is damaged, this includes any standard complimentary wall stays & bleeder valves

All Bespoke or custom specification orders should be cancelled with 48 hours. If orders are cancelled after 48 hours, you may be subject to a £15 charge. Bespoke or custom specification orders cannot be cancelled or refunded once production has begun.

If a consumer forfeits their right to return goods by virtue of the Distance Selling Regulations i.e. by damaging or using the product we may still accept the goods back and offer a partial refund.

We reserve the right to withhold a percentage of the refund value of the goods if the product or packaging is in such a condition that the product needs to be reduced in price for resale!

Please note that with the exception of faulty merchandise, and taking into account your statutory rights, we cannot exchange or accept the return of goods made to your specification.

This does not affect your statutory rights.

Any manufacturer’s warranty offered is in addition to the legal rights a consumer already has under the Sale of Goods Act 1979.

If you would like further information on our returns policy please feel free to email info@theurbanbathhouse.com

To be eligible for a refund:

1. You must contact info@theurbanbathhouse.com with your refund request and receive approval before returning any item.

2. We will require a valid receipt or proof of purchase.

3. The item to be returned must be in perfect re-saleable condition. We will not consider any items for return which have been fitted, used, or in a condition other than that which is was supplied.

4. The item must be in its original retail packaging, which must be unmarked and in good condition with tags or labels intact. For this reason it is wise to open the packaging with care and to retain all packing materials.

5. Responsibility for packing the item in a suitably robust fashion lies with the sender. If there is any doubt as to what a suitably robust fashion means please contact us for specific packaging advice.

6. You are responsible for any carriage costs incurred in returning the item(s) to our suppliers. In selecting a suitable method for return consideration should be given to proper insurance as we will not accept liability for goods damaged in transit. Items damaged in transit will not be accepted for refund.

Requesting a refund

You must notify us of your request by email at info@theurbanbathhouse.com. We will review your request and in some cases may need to seek approval from our supplier before accepting a return.

If we agree with your concerns, we will confirm by email that you may return the goods in their original condition and packaging, with instructions on how and where to send your package. All returns must be sent to us as soon as possible and no later than 14 days.

Please note that you are responsible for any carriage costs incurred in returning items to our suppliers. We strongly advise using a tracked and insured method of postage to cover yourself against damages in transport.

No refund will be issued for the original delivery charge, if applicable, of all non faulty orders and restocking fees may also apply.

Approved Refunds

We aim to process all refunds within 10 working days of their arrival back to our suppliers and we will automatically refund the original method of payment, less any delivery charges and any restocking fees (if applicable).

Please remember it can take some time for your bank or credit card company to process and post the refund.

Exceptions & Non-Refundable Items

Goods manufactured to customer specifications cannot be cancelled or refunded once production begins. All bespoke painted custom-made orders should be cancelled within 24 hours of placing an order to avoid disappointment.

Unfortunately we do not accept returns on clearance items.

For damaged items refer to our Delivery page.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cancellations

Cancellations after 48 hours of placing the order may be subject to a £15.00 fee. Additional fees may apply for larger orders.

If your order has been dispatched, you will be responsible for any costs associated with returning the item to our suppliers.

Bespoke custom-made orders should be cancelled within 24 hours of placing the order to avoid disappointment. Goods manufactured to retail customer specifications cannot be cancelled or refunded once production begins.

Refunds can only be issued to the same payment method used to place the order.

Availability

All products are subject to availability and may be withdrawn from the site at any time. If you purchase a product which is subsequently withdrawn and we do not supply the goods for any reason, you will not be charged and we will issue a full refund.

Liability

The Urban Bath House Ltd will not be liable for any third party costs, any loss, inconvenience, disappointment, indirect or consequential loss, or damage arising out of any problem in relation to the goods and we shall have no liability to pay any money to you by way of compensation other than any refund made under these conditions.

The Urban Bath House shall have no liability to you for any failure or delay in delivery, or any damage or defect to goods supplied that is caused by any events or circumstance beyond our reasonable control. We recommend booking installers once you have received your goods in full. This does not effect your statutory rights.

Thank you,

The Urban Bathhouse Team