Returns Policy

Trade Returns Policy

As a trade supplier, we understand that occasionally you may need to return products. Please read our returns policy carefully before requesting a return.

1. Standard Returns (Change of Mind)

For unwanted items in original, unopened condition:

  • Returns must be requested within 14 days of delivery
  • Products must be unused, in original packaging, and in resaleable condition
  • A 20% restocking fee applies to all change-of-mind returns
  • Return shipping costs are the customer's responsibility
  • Refunds are processed within 14 days of receiving the returned goods

2. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Cut-to-size or custom-made products
  • Special order items
  • Products that have been installed, used, or modified
  • Items with broken seals on sanitary products
  • Electrical items that have been connected
  • Clearance or sale items (marked as non-returnable)

3. Damaged or Faulty Goods

Damaged in Transit:

  • Inspect all deliveries upon arrival
  • Report any visible damage to the driver and note on delivery paperwork
  • Notify us within 48 hours of delivery with photographs
  • We will arrange collection and replacement at no cost

Manufacturing Defects:

  • Report defects within 30 days of delivery
  • Provide photographs and description of the fault
  • Do not install faulty products - this may void your claim
  • We will arrange inspection, replacement, or refund as appropriate

4. How to Request a Return

  1. Email us at sales@btbhub.co.uk with your order number
  2. Describe the reason for return and include photos if applicable
  3. Wait for return authorisation - do not send items without approval
  4. Once approved, you will receive a returns reference and instructions
  5. Pack items securely in original packaging
  6. Ship via a tracked, insured service

5. Refund Process

  • Refunds are processed to the original payment method
  • Please allow 5-10 working days for the refund to appear
  • Restocking fees and return shipping costs will be deducted where applicable
  • For trade account customers, credits may be applied to your account

6. Exchanges

We do not offer direct exchanges. Please return the unwanted item and place a new order for the replacement product.

7. Large or Heavy Items

For baths, shower enclosures, and other large items:

  • We may arrange collection - charges may apply for non-faulty returns
  • Items must be accessible for collection at ground floor level
  • Original packaging must be retained

8. Contact Us

For returns enquiries:

Email: sales@btbhub.co.uk

Last updated: January 2026