Returns Policy
At Ebzone, we want you to be completely satisfied with your purchase. If you need to return an item, please read the information below before arranging a return.
Returning Unwanted Items
If you have changed your mind, you may return most items within 14 days of receiving your order in accordance with the Consumer Contracts Regulations, provided that the item:
- Is unused and uninstalled.
- Is returned in its original packaging.
- Includes all fittings, accessories and instructions.
- Is in a clean, resaleable condition.
Please contact us before returning any goods so we can provide return instructions and a returns reference.
Made-to-Order & Special Order Products
The following products cannot normally be returned unless they are faulty, damaged or supplied incorrectly:
- Made-to-order products.
- Bespoke or customised items.
- Special order products purchased specifically for your order.
- Clearance or discontinued products where stated.
Damaged or Faulty Goods
Please inspect your order as soon as it is delivered.
If any item is damaged, faulty, incomplete or incorrect, please notify us within 48 hours of delivery and, where possible, include photographs showing the issue. This helps us resolve your claim as quickly as possible.
Where a product is confirmed as faulty, we will arrange an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund.
Before Installation
Please do not arrange installation until all products have been delivered and thoroughly inspected.
Ebzone cannot accept responsibility for installation costs, contractor charges or any consequential losses resulting from damaged, missing or delayed goods.
Return Shipping
Customers are responsible for return postage costs unless:
- The item is faulty.
- The incorrect product has been supplied.
- The item was damaged during delivery.
We recommend using a tracked and insured delivery service when returning goods, as you remain responsible for the items until they are received by us.
Refunds
Once your returned goods have been received and inspected, refunds are normally processed within 5–10 working days using your original payment method.
If returned items show signs of use, installation, damage or are missing original packaging or components, an appropriate deduction may be made where permitted by law.
How to Arrange a Return
Before returning any goods, please contact our customer service team and provide:
- Your order number.
- Your full name.
- The reason for the return.
- Photographs if the item is damaged or faulty.
Contact Us
Ebzone
E&B Bathroom Showroom
71–77 Brighton Road
Horley
Surrey RH6 7HL
Telephone: 01293 783344
Email: sales@ebzone.co.uk
Your Statutory Rights
Nothing in this Returns Policy affects your statutory rights under UK consumer law. Your legal rights remain fully protected.