REFUNDS POLICY

1. INTRODUCTION

1.1 This Refunds Policy ("Policy") applies to all purchases made through our ecommerce website ("Website"). By making a purchase, you agree to be bound by the terms of this Policy.

2. RIGHT TO REFUND

2.1 Under UK law, consumers have certain rights regarding refunds and returns. We aim to comply with these rights and provide a fair and transparent refund process.

2.2 You have the right to request a refund if the product you received:

a) Is faulty or defective.
b) Does not match the description provided.
c) Is not fit for the purpose it was intended.
d) Arrives damaged.
e) Will not fit the style of toilet you have 

2.3 To initiate a refund request, please contact our customer support team within 7 days of receiving the product. You may be required to provide evidence such as photographs or a detailed explanation of the issue.

3. REFUND PROCESS

3.1 Upon receiving your refund request and verifying the eligibility, we will:

a) Provide a refund for the purchase price and any standard shipping charges paid.  If you are requesting a refund due to the fact that your StepFresh will not fit the style of toilet you have (i.e. item 2.2. (e) above), you will not receive a refund for any standard shipping charges paid.

or

b) Offer a replacement product, subject to availability.

3.2 Refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed upon.

3.3 We will make reasonable efforts to process refunds within 7 days of approving your refund request. However, please note that the actual time it takes for the refund to be reflected in your account may vary depending on your payment provider.

 

4. RETURN SHIPPING COSTS

4.1 If you are eligible for a refund and we require the product to be returned, we will provide instructions on how to proceed.

4.2 In cases where the product is faulty, not as described, or arrives damaged, we will bear the return shipping costs. Please contact our customer support team to arrange a return.

4.3 If you are returning a product for any other reason (e.g., change of mind or it does not fit the style of toilet you have), you will be responsible for the return shipping costs.

5. LIMITATIONS

5.1 This Policy does not affect your statutory rights as a consumer under UK law.

5.2 We reserve the right to refuse a refund if:

a) The product has been used, damaged, or altered after delivery.
b) The request is made beyond the specified time frame.

6. CONTACT US

6.1 If you have any questions or need further assistance regarding our Refunds Policy, please contact our customer support team using the contact information provided on our Website.