Returns Policy
1. Authorise your return through the FNX Bathrooms website.
2. Place the item back inside its original packaging. Please be sure to include any returns paperwork. Do not write on or mark the original packaging.
3. Send the item back to our depot.
4. Once the item arrives at our depot, we will begin processing the return. This can take up to 10 days.
5. Refunds can take up to 10 working days from the date we receive your return.
If you would like to return an item to us, we will arrange for refunds to be processed, and your credit card or PayPal account will be credited within our given timeframe.
- Items that are no longer required cannot be returned after 30 days of receiving the goods.
- You must notify us of any items that arrive damaged within 48 hours of receipt.
- All returned goods must reach us in a resaleable condition and as new (including all packaging).
- Returned items must not be marked or damaged.
- We may ask that you arrange for the safe return of any unwanted items yourself, and we always recommend using a tracked delivery service.
- Please include all relevant order information for the seamless processing of returns, along with a reason for return. This will ensure a streamlined service.
Frequently Asked Questions
Q: Where should I return my item to?
A: The address you need to return any items to is:
FNX Bathrooms
Unit 13 Samson House
Arterial Road
Basildon
Essex, SS15 6DR
Q: Do you offer a collections service?
A: We can collect items at an additional cost, although it is the responsibility of the customer to ensure a safe return.
Q: How long does the returns process take?
A: We endeavour to ensure refunds are processed as soon as possible, but we advise up to 10 working days.
Q: I need to ask more about returning an item. Who can I contact?
A: If you cannot find the answer you require by reading our returns policy, please contact our customer service team on 01268 956 779.
1. Cancellation of Orders
You can cancel your order at any time before the goods are dispatched or within 30 days of receiving them. We understand that occasionally items may be faulty or damaged, or you do not require the item any more. It is always advised to contact our customer service team so we can help you with every step of the process.
If you intend to cancel, we advise you to call our customer service team to avoid any delays. Alternatively, you can reach us by email also.
Cancellation and Return of Goods
If you no longer require an item or have changed your mind, we will accept returns provided it is still within 30 working days of receipt. It is the customer's responsibility to ensure the safe return of the goods and all associated costs. All returned or cancelled goods must be returned to us in their original packaging and resaleable condition. Unfortunately, we cannot accept or refund any returns for items that are not in a resaleable condition or damaged whilst in your possession or transit back to us.
Please note: Items that are manufactured or personalised to order are not eligible for refunds or cancellation. Some items may be subject to a 20% restocking charge, but this will not apply where possible.
2. Return of Faulty Goods Received
We always ask that our customers fully inspect all goods on the day of receipt. To ensure we can resolve problems most efficiently, we must be notified of any faulty or damaged items within 48 hours of receipt. We will then advise the next course of action. If you believe your product is faulty, you must contact us via email or contact our customer services team and inform us of the fault. We will then ask you to send in a short video or a picture so that our technical team can examine the fault to help resolve the issue.
Please note: All goods reported as faulty will be tested by manufacturers. If it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse, this will void any warranty. Goods will be returned to you, and no refund or replacement will be issued. If the fault can be fixed by sending a replacement part, we will order the parts for you. In some cases, we may ask you to return the item to us so our technical team can examine the fault and repair it for free. Once the item is repaired, we will send it back to you. If the fault cannot be identified or fixed by looking at the video or picture you send, we may offer a replacement item to you. We will send out the correct replacement part or tap depending on the fault.
Please note we are unable to send out a replacement part or tap without a short video or a picture to demonstrate the fault. If you believe your item is faulty within 30 days after the purchase date and you would like to return the item, don't hesitate to get in touch with us, and we will forward you a returns form to fill out. On the form, you must give a detailed description of the fault.
3. Warranty & Guarantees
All products from FNX Bathrooms come complete with a minimum of 12 months Manufacturers Guarantee. Many products are listed with periods longer than 12 months; in these cases, the period listed is still a Manufacturer's Guarantee. Should any of your products develop a fault during the manufacturer's warranty period, we still ask you to contact us initially. We will then advise you on the next steps. Different manufacturers have different procedures for dealing with faults. On some occasions, we will deal with the replacement of goods on their behalf. Some companies will only deal with customers directly, so we will provide you with all the relevant contacts and information. They will then arrange repair, and replacement or advise alternative procedures.
Please note: We are not liable for third-party costs or damages, and all goods reported as faulty will be tested by manufacturers. If it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse, then this will void any warranty, and goods will be returned to you with no refund or replacement issued.