Returns Policy
All returns and Refund queries should be emailed to customerservice@mytoiletspares.co.uk
Items can only be returned in the original retail packaging, undamaged and unopened and should be within 31days of receipt of the Goods.
When the goods are returned to our warehouse, they will be inspected to ensure all parts are present and in a good condition.
Customers have 14 Days to change their mind about items ordered, all Returns after 14 days and within 31days will incur 10% admin cost (This is not a free return, also customers will have to pay for the item to be returned to us) It is the customers responsibility that they keep hold of their proof of Postage
We will then issue you a refund for the good’s that have been returned and not initial postage cost.
For the purposes of this policy an error made when ordering on your behalf will be treated exactly as if you have 'changed your mind'.
Any costs incurred to us for the refusal of a courier delivery will be deductible from your refund.
Damaged Goods / Missing Items will be disposed off without a refund. Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. How ever items can get damaged in transit and whilst often it is only the packaging that is damaged, the products themselves are occasionally affected. Items also can occasionally get misrouted or lost in transit. If you have experienced this with your order please contact our After Sales Dept immediately and we can get the situation resolved quickly. Please note damaged items we require pictures to speed up the process.
You agree to open all the boxes and check the goods for damages or missing items on the day of delivery.
My Toilet Spares must be notified within 7 days of the delivery, if we are NOT notified within 7 days we are unable to claim from either the manufacturer or the carrier.
You agree to indemnify us in full for any losses we suffer because of your failure to notify us within 7 days.
For large items delivered on pallets and bathroom sanitary ware:
You agree to check the goods for damage before signing the drivers’ delivery note. Writing ‘unchecked’ is still considered that the goods have been received in good condition and later claims for damages will not be considered. If the driver refuses to wait whilst you check the goods then you must refuse the delivery and contact us If someone else is signing for the goods on your behalf you agree to advise them to check all the goods and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery.
Faulty Items
In the unfortunate event you receive a faulty item please see below for our procedures. If an item has or develops a fault within the warranty period, please contact the manufacturer directly to arrange a repair or replacement. In most cases the manufacturer will arrange a collection and repair at no cost to yourself.
Whilst we are more than happy to return faulty items to the manufacturer on your behalf, this does add an additional layer of administration to the repair process and ultimately increases the overall repair time (this can sometimes take around 2-4 weeks).
All goods are tested on return to verify the fault and always before a replacement or refund is processed.
We will refund the costs of the goods and the delivery charge if the goods are tested and proven to be faulty by the manufacturers.
Any goods proven to be non-faulty will be returned to you at your cost
Non-Returnable Goods / Administration Charges
At My Toilet Spares we try to be a flexible as possible however items returned after 14 days will inccur a 10% Restocking fee deducted from your refund, the below are non-returnable goods we are unable to accept this items back
- Custom made products are non-returnable
- Toilet Seats and Bidet Covers are not accepted back due to hygiene reasons
- All electrical items eg PCB's and Solenoid Valves including Tap Cartridges are non returnable