REFUNDS AND RETURNS
All goods supplied shall remain the property of Merlin Bathrooms Ltd until full payment has been made.
However, responsibility shall pass to the customer once delivery has been accepted.
Online shop purchases will need to be paid through the website basket prior to the order being placed.
All goods must be paid for in full 48 hours prior to the delivery day.
All orders require a 50% deposit at the time of order with the balance being settled prior to delivery.
Our preferred method of payment is by bank transfer. Card payments need to be made at the showroom we do not take card payments over the phone. We can send a payment link for you to pay remotely using you credit card direct to our payment service provider.
Our online orders will be taken to the payment service providers secure basket. We do not hold or store your credit card details at Merlin Bathrooms.
Once products have been ordered, the deposit will be non-refundable. We would though be happy to put a credit against your account, although the appropriate manufacturers charges will still apply.
Merlin Bathrooms Ltd will hold all items ordered until the order is complete in our warehouse, and ready to be delivered. At that point, the balance will become due, and collection or delivery will need to be arranged. Full payment will be required 48 hours prior to delivery of any part of the order where all goods have been delivered and are being held in our warehouse.
IMPORTANT: We can only hold complete orders for a maximum of 10 working days as we do not have a storage facility.
Every effort will be made to complete delivery at a mutually agreed date and time with the customer.
In usual circumstances, deliveries can only be made on a Monday to Friday between 9.00 and 15.00 (Except Bank Holidays)
Single Delivery Charges;
Within a 20 mile radius - £20
Beyond 20 miles to 50 miles radius - £40.00
Beyond a 50 miles radius - Price on request.
Alternatively, goods can be collected at an agreed date and time from Merlin Bathrooms Ltd. The warehouse is closed at the weekend, however, collections can be arranged with minimum 48hrs notice. All deliveries or collections must be signed for by the customer.
Damaged or Scratched Goods / Missing Parts / Defective Goods / Replacement Products
Merlin Bathrooms Ltd endeavour to inspect all product packaging prior to any delivery to ensure goods are received in good condition.
Any claims for faulty or missing parts must be made to Merlin Bathrooms Ltd as soon as is practical after discovery (within 3 days of delivery)
IMPORTANT: Please examine the goods prior to fitting. Once fitted, you will be deemed to have accepted any defects which should have been noticed with reasonable examination.
In the event of any product supplied being defective, we will work with you to agree the best way forward which could either be a refund (either full or part) or undertake to arrange repair or replace the product free of charge, whichever is appropriate.
Procedure for Replacement Products
a If the reason for change lies with Merlin Bathrooms Ltd ie incorrectly specified, or, is an obvious manufacturing defect;
We either supply the product as a direct replacement, or, where there is a difference in product cost, we take debit/credit card details, but only charge for the replacement product once the original item has been returned and credited. The original item must be returned within 48 hours of the new product delivery, and be in a re-saleable condition. In usual circumstances, we would deliver and collect at the same time.
b If the reason for change is not the fault of Merlin Bathrooms Ltd
We put the charge for your replacement product on your debit/credit card and will credit for the original, once inspected, to ensure the product is in the original packaging and can be resold ‘as new’. A restocking charge of 25% will apply.
Ex-display items may have minor defects. We would expect you to examine the goods prior to purchase, plus, we will endeavour to highlight any known defect prior to purchase. Defects which are obviously apparent or which have been made known prior to purchase are deemed to have been accepted.
There is no specific guarantee period, although ex-display items still have to be of satisfactory quality, to fit their intended purpose and be as described.
Merlin Bathrooms Ltd will accept returns of unwanted goods within 7 days of delivery (exceptions below) however a restocking charge of 25% will be applicable. For Tile returns – see ‘Tile’ section.
Returns will only be accepted if goods are ‘as new’. Ie complete & still sealed in the original packaging, as in most circumstances they will be returned to our suppliers for resale.
Shower Trays / Enclosures / Baths
We request that you firstly ensure that the correct goods have been delivered in accordance with your order, BEFORE opening the packaging to inspect the products.
In the event of damage which could only be discovered upon removing packaging, we will of course take responsibility.
The site visit is essentially for the purpose of taking relevant dimensions, giving layout and product advice, as well as gaining a clear understanding of the customer needs and how the products in our showroom would best work for your bathroom space.
In older properties, a designer visit or subsequent installation survey may not always reveal issues within the building and as a result, additional work may be required or the plans may need to be reviewed. Any changes that may be needed will always be fully agreed in writing with clients before being implemented.
Our 3D design drawings are part of our sales package and therefore do not carry any guarantee as to the dimensions or actual design if products are purchased from an alternative source.
IMPORTANT: Our tile quotations are an estimate, and are intended purely as a guide to the approximate cost of the product.
We strongly recommend that the no of tiles required should be checked with your installer as there are many variations in how tiles can be laid depending on customer/installer preferences. We would recommend allowing a minimum of 10% over the strict measurement as additional tiles ordered at a later date will often have a shade variation . Tiles are non-returnable.
Merlin Bathrooms Ltd cannot accept the return of any Toilet Seat and Cover once it has been opened and fitted to the intended WC unless defective or mis-described. Toilet Seats are not guaranteed to fit all WCs and are purchased at the Customer's own risk.
Bathroom Furniture /Specially Made Products
Due to supplier policies, certain products cannot be returned to Merlin Bathrooms Ltd unless they are mis-described or not of satisfactory quality. These will include ALL furniture and 'specials' made to customer specification.