Our Returns Policy
Please Note: All transactions within a Tapstore.Com website will be deducted from your payment card and invoiced by East Grinstead Bathrooms and Kitchens Limited. All policies and terms and conditions are referenced as Tapstore.com.
- Cancelling Your Order
- Returning Goods
- Incorrect Products
- Faulty/Damaged Products
- Conditions of 14 Day Peace of Mind Guarantee
- Fitted Goods
- Packaging Your Goods for Return
We try very hard to ensure that you receive your order in pristine condition, if products arrive damaged, are missing, or in the unlikely event that you receive incorrect products, we ask that you notify us within 48 hours of receipt of your order.
Cancelling Your Order
You can cancel your order at any time either before, or up to 14 days after receipt of your products. If you cancel before your order has been dispatched you will receive a full refund. To cancel an order once your goods have been received please see Returning Goods Section below.
If you wish to return your goods to us, you can do so within 14 days after receipt of your order. The process to do so is very easy and can be completed in 3 simple steps:
1. Contact our office on 0843 658 0062 or email us with details of why you wish to return your goods. You will need your Order Reference / Invoice Number as shown below. (If you are emailing please include a contact telephone number).
2. You will be given a Returns Number and emailed a Returns Authorisation Form complete with a label to stick on the outside of the box you are sending back.
3. We can arrange for the goods to be collected from you (there is a charge payable for this service*) or you can return them to us. Once they are received all items will be inspected to ensure they are correct. Assuming all is as it should be you will receive a refund within 14 days less any charges as detailed below.
*the usual charge for this service is £15.00 within mainland UK. This excludes some post codes and remote areas where there will be an additional charge, you should contact our Sales Department to confirm charges.
In the event that you receive incorrect goods, we ask that you contact us within 48 hours of delivery. Once we have received and checked the products we will arrange for the correct items to be sent to you as soon as possible. Any incorrect items should be returned in re-saleable condition in their original packaging.
Faulty / Damaged Products
If you receive faulty or damaged products please contact our Sales Office on 0843 658 0062 or email us within 48 hours of receipt. We will need your Order Reference / Invoice Number. Once we have received and checked the products we will arrange for the replacement items to be sent to you as soon as possible. If you need the product replaced immediately Tapstore will charge for a replacement which will then be refunded upon receipt of the original item.
If you inform us after 48 hours of receipt we may be a charge for replacement and/or exchange of product, or indeed it may be that we are unable to offer a free replacement. In this event you should contact our Sales Office on 0843 658 0062 or email us (with your Order Reference / Invoice Number) to discuss your individual situation.
Conditions of 14 Day Peace of Mind Gurantee
To return goods under our 14 Day Peace of Mind Guarantee you must comply with our Terms and Conditions. Returns which do not satisfy these conditions will be subject to a restocking charge at a minimum of 15%. This does not affect your statutory rights.
Our 14 Day Peace of Mind Guarantee does not cover fitted goods, installed goods or previously fitted/installed products.
Packaging Your Goods For Return
All returned products must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). Products must be packed in the original box with all packaging, accessories, manual etc. All products should then be placed in an outer box to protect the original box / consumer packaging. Any 'Free Gifts' received with the product must also be returned.
If your products are received back to us incomplete, damaged or in a used condition we reserve the right to refuse any refund, return the products to you and charge for delivery to your account, or we may charge a restocking charge at a minimum of 15%.
Tapstore.com can arrange for products to be collected, a charge will be payable for this service*. If you are returning goods to us we recommend you take out appropriate insurance for the return delivery. Unfortunately, items received in an un-saleable condition (excluding faulty goods) will not be eligible for either exchange or refund.
*The usual charge for this service is £15.00 within mainland UK. This excludes some post codes and remote areas where there will be an additional charge, you should contact our sales office to confirm charges. If our couriers are unable to collect at an agreed time you may be charged an additional collection fee.
If you have any queries or need further assistance call our helpline on 0843 658 0062 (please remember to have your Order Reference / Invoice Number to hand when calling) - our offices are open Monday to Friday 9am to 5.30pm and 9am to 12pm on Saturdays.