10 Year Guarantee

Peace of Mind

Beautiful bathrooms made to last
Payment

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Free Delivery over £250*

Reliable and Fast

Next day delivery available
Returns

Convenient and Simple

Easy returns process

Returns Policy

1. Guarantee

All items are sold with the following guarantee for domestic use and does not affect your statutory rights under "The Sale of Goods Act 1979"

1.a 30 Days money back guarantee

All items are backed by our 30 days no quibble money back guarantee. Just email us within 30 days of delivery with your reason and request for a refund, your name, order number and contact telephone number. We will then email you a returns form and returns reference number. You will be required to complete the returns form and send your item back for a refund. It is your responsibility and cost to send goods back to us on a recorded and insured service. If the goods don't reach us you can raise a claim through your opted delivery service as we are not liable for items lost on the way back to us. We will then check your item upon arrival and refund you within approximately 7 working days. All goods must be returned to us in their original packaging and in original unused condition. Please be aware that we will not accept any goods back that have been fitted unless a fault has been reported. If the item has been fitted and there is not fault we will not be able to refund your money.

1.b 30 Days exchange guarantee

All items are also backed by our 30 days no quibble exchange guarantee. Just email us within 30 days of delivery with your reason and request for an exchange, your name, order number, contact telephone number and details of your preferred item. We will then email you a returns form and returns reference number. We will advise you at this time of the availability of your newly chosen item, cost of redelivery, price difference and ways you can pay. All you will then need to do then is to complete the returns sheet and send your item back for an exchange (we do not cover return postal cost in any way). Once your item arrives back at our premises, we will then resend your preferred item to you within approximately 7 working days. All goods must be returned to us in their original packaging and in original condition.

If your purchase is over 30 days of delivery and less than 90 days of delivery, we can still offer to exchange as above but we will charge a £10.00 handling and administration charge. We do not exchange any items after 90 days of delivery. All goods must be returned to us in their original packaging and in original condition.

1.c Product manufacturer guarantees

In the unlikely event that damage or a fault does occur, we will either:

1.c.1 Refund
1.c.2 Provide replacement part
1.c.3 Repair the product
1.c.4 Exchange
1.c.5 International customers (Non UK)

Firstly please email our customer support team at support@houseofenki.com to log the damage or fault so we can open your case. The more information you provide on the fault, the quicker we will be able to assist in resolving your query. Unfortunately, merely stating that a product is ‘faulty’ is not sufficient for us to be able to act swiftly. This will delay us in providing a solution for you. Please email us initially with your name, order number, date of purchase, payment method and contact telephone number, along with details of the fault or damage. It is most beneficial to us if you can submit photographic evidence with your email of the fault/damage. This enables our customer support team to locate the best solution as quickly as possible.

Our guarantee does not cover replacement parts purchased from a third party. By doing so, this will void your guarantee.

1.c.1 Refund

If your purchase is within 30 days of delivery and you are unsatisfied with our customer support's solution to solve the issue, then we can offer you a full refund on the item including your initial postal costs. Just reply to our customer support's initial solution email with an explanation and we will then email you a returns form and returns reference number. Please complete the returns form and send your item back for a refund (we do not cover return postal cost in any way). Please ensure the item is returned in its original packaging and condition. We will then check your item on arrival and refund you within approximately 14 working days of receipt. If your purchase is outside the 30 days of delivery, we do not refund in any circumstances.

1.c.2 Provide replacement part

If your item is within 6 months of purchase, we can send you a replacement part and instructions on how to replace the part. This is the most efficient way to solve the majority of issues. After confirmation with your help to identify the problem, your replacement part will be dispatched within 2-3 working days, although most are dispatched same day.

Should we request any parts or the original back from you, then we will cover any postal cost.

1.c.3 Repair the product

If your item is within 6 months of purchase and requires a repair, we can repair the item should a fault occur that we are responsible for. Just email us for a returns form and returns reference number, then complete the returns sheet and send the item back to us. Upon receipt we will process your item to be repaired. Once repaired, we will repost your item back to you. This whole process can take up to 21 working days depending on the nature of the return. The majority of repairs are very straightforward and can be solved without returning the goods to us. Returning the goods to us is a lengthily process and not advisable in most circumstances; however the option exists should it be relevant to take this route.

1.c.4 Exchange

You also have the option to exchange your item for a different item once you have received the goods. To take advantage of this option you will be liable for both return and redelivery costs of your newly chosen item (only available within our 30 day exchange policy period).

Just email us within 30 days of delivery including your order number and details of your preferred item. We will then email you a returns form and a returns reference number. At this time we will advise you of availability, cost of redelivery, price difference and ways you can pay for your newly chosen item. All you need to do then is to complete the returns sheet and send your item back for an exchange (we do not cover return postal cost in any way). We will then resend your preferred item to you within approximately 7 days of receipt.

If your purchase is over 30 days of delivery and less than 90 days of delivery, we can still offer to exchange as above but we will charge a £10.00 handling and administration charge. We do not exchange any items after 90 days of delivery. All goods must be returned to us in their original packaging and condition.

PLEASE NOTE: WE DO NOT OFFER COMPENSATION OR COVER 3RD PARTY COSTS IN ANY WAY.

1.c.5 International Customers - (Non UK)

For non UK customers, we guarantee all goods as above but we cannot cover postage costs for replacement parts to be sent if required.