At Burlington Shop, we take pride in offering premium bathroom solutions to our discerning clientele. We understand that even with our meticulous quality standards, there may be occasions when you need to return or exchange an item. Our policy is designed to make this process as seamless as possible while maintaining the luxury shopping experience you expect from us.

Our Returns & Exchanges Commitment

We offer a 15-day return policy from the date you receive your order. To be eligible for a return or exchange, your item must be:

  • In its original, unused condition
  • In the original packaging with all tags and accessories
  • Accompanied by proof of purchase

Important Note: For hygiene reasons, we cannot accept returns on certain personal bathroom products including:

  • Toilets (all types: Back to Wall, Close Coupled, Comfort Height)
  • Bidets
  • Electric Showers
  • Body Jets
  • Digital Showers
  • Any product that has been installed or used

The Returns & Exchanges Process

Step 1: Initiate Your Return/Exchange

Within 15 days of receiving your order, please email our Customer Care team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Burlington Shop Customer Care, I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number] placed on [Date]). Details of item(s) to be returned/exchanged: – Product Name: – Quantity: – Reason for return/exchange: For exchanges, please specify the replacement product desired: – Product Name: – Product Code (if known): I confirm that the item(s) is/are in original, unused condition with all packaging intact. [Your Full Name] [Your Contact Number] [Order Delivery Address]

Step 2: Receive Return Authorization

Within 2 business days, our team will email you a Return Merchandise Authorization (RMA) number along with return shipping instructions. Please do not send items back without this authorization.

Step 3: Package and Ship Your Return

Securely package the item(s) in the original packaging, including all accessories and documentation. Affix the RMA number clearly on the outside of the package. You may use any reliable courier service for returns, though we recommend using a tracked service.

Return shipping costs are the responsibility of the customer, except in cases where the item is faulty or incorrect due to our error.

Step 4: Processing Your Return

Once we receive and inspect your return (typically within 3-5 business days of arrival), we will notify you via email regarding the approval status of your refund or exchange.

Refund Information

Refund Method

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Card (Visa, MasterCard, JCB): 3-5 business days after approval
  • PayPal: 1-3 business days after approval

Deductions

Please note that original shipping fees are non-refundable. For exchanges, we will charge or refund any price difference between the original and replacement items.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at [email protected] with photos of the damage or incorrect item. We will arrange for a replacement or return at no cost to you.

International Returns

For customers outside the UK, please note that:

  • You are responsible for any customs duties or taxes incurred when returning items
  • We recommend declaring the package as “Returned Goods” to potentially reduce customs fees
  • Original shipping fees cannot be refunded for international orders

Our Customer Care team is available Monday-Friday, 9:00 AM to 5:00 PM GMT to assist with any questions regarding returns or exchanges. Contact us at [email protected] or +44

+000 000 000
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Thank you for choosing Burlington Shop for your luxury bathroom needs. We appreciate your business and are committed to ensuring your complete satisfaction with our premium products and services.