Terms and Conditions

1. Definitions

1.1 In these conditions:

'Condition': means the standard terms and conditions of sale set out below, including any special terms and conditions agreed in writing by us;

'Contract': means any contract for products made between you and the Company;

'Products': means the packaged products which we shall supply in accordance with these Conditions;

'We': means Durovin Bathrooms which is the trading name of Po Fai International Ltd. trading as Durovin Bathrooms | Registered in England & Wales Company Number: 08284704 | Registered Office: Unit 15, Bentley Lane Industrial Estate, Bentley Lane, Walsall, West Midlands, WS2 8TL. Vat No. 236085607.

'You': means the customer seeking to purchase the products from us and 'Your' shall be construed accordingly.

2. Price

The price of the products shall be the price given on the date you place your order and will be confirmed on your invoice. The price of the products will include VAT at the prevailing rate. Delivery charges may be applicable to your order. For further information please contact the customer service via:

Tel: 01922 627773; Email: info@durovinbathrooms.co.uk

Prices are correct at time of print. Errors and omissions excepted.

3. Date for Payment

You shall pay for the products online or in person in full either at the time you place the order or, upon collection, with clear funds, otherwise the delivery date may be cancelled & rescheduled.

4. Order Changes

4.1 Should you wish to change the order, delivery date, or delivery address, you should contact Durovin Bathrooms no later than 1 day prior to your original agreed delivery date to enable us to perform the contract alterations.

4.2 The courier will contact you to establish the date when scheduling delivery or returns. We are using 24-48 hrs courier service. Please notify the courier or contact our customer service team if you need to change the delivery/collection date.

5. Order Change Cost

5.1 We will dispatch your order on the date we receive payment before 2pm, or on the next business day if payment is received after 2pm, subject to successful completion of our inspection process.

5.2 If you would like to change your order, please contact our office via email or telephone before your order is dispatched.

5.3 If your request to change the order is made after the order has been dispatched, you should follow the cancellation process in part 9, and all dispatch / return postage fees are to be covered by you.

6. Collection and Delivery

6.1 Our home delivery service options and pricing will be explained at the point of order.

6.2 Home deliveries are generally made between 7.30am and 6pm. A convenient delivery date will be agreed with you at the point of placing your order.

6.3 You are responsible for making all necessary arrangements to take collection of the products.

6.4 Any specific or exceptional delivery requirements should be agreed with Durovin Bathrooms at the point of purchase.

6.5 Delivery charges for orders outside mainland Britain or Scotland may vary.

6.6 If you fail or refuse to take delivery of the products or fail or refuse to give us adequate delivery instructions on the agreed delivery date, we reserve the right to charge you the subsequent delivery charges.

6.7 We recommend that you do not confirm the start date with your installer until you have received and checked your delivery. If you do not check your delivery is correct before installation starts, Durovin Bathrooms will not accept liability for any additional costs that you incur while any product Issues are resolved.

6.8 You agree to accept delivery within 30 days of the date you make payment in full for your order unless otherwise agreed. We reserve the right to apply storage charges at the rate of 10% of the total order per month if orders are delivered outside 30 days.

6.9 Risk of damage to, or loss of the products shall pass to you at the time we deliver to your agreed delivery address. You are required to inspect the products upon delivery and confirm their condition. Once the products are signed for as "in good condition," no claims for any subsequent damage will be accepted.

6.10 If you have authorised us to leave the products in a safe place, the risk of loss or damage passes on to you once the products have been placed in that location. The courier will not leave any products in a safe place without your explicit authorisation.

Delivery Options

We use a number of proven couriers to deliver your order. The courier responsible for delivery will depend on what you order and where your order is being delivered. Orders placed after 2PM with next day delivery selected will not be processed until the following day and then dispatched for delivery the day after.

Small products

For small parcel deliveries, generally letter box sizes or under 2kg, we will use Royal Mail. Each item will be carefully packaged and collected directly from our warehouse. Your delivery will then arrive at your door within the time frame you selected (Delivery is normally made within 1-3 days or next day if expedited shipping is selected).

Medium products

For medium parcel deliveries, we will use a range of couriers such as Parcelforce, TNT, UPS, APC, DHL and DPD. Each item will be carefully packaged and collected directly from our warehouse. Your delivery will then arrive at your door the next business day unless you have requested otherwise.

Large products

A specialist delivery service is required for larger products, such as Glassware, Bathtubs and selected items over 30kg. The standard specialist service time scale is an estimated 2-7 working days. It may take up to 14 days for Scotland orders. When your order is processed and given to our courier, you will be contacted to arrange a suitable delivery date.

For all deliveries

A signature is required to accept delivery on all orders, please arrange for someone to be at the location to sign; this is especially important for the large product deliveries.

Large products are only available as a 2 Man delivery service option, which is region specific. Details of the Postcode surcharges can be found on the delivery image and to summarise:

Zone A - Most parts of England and Wales - Free
Zone B - Scottish Lowlands - £40
Zone C - Scottish Highlands - £60
Zone D - Northern Ireland - we need to charge an additional shipping fee based on courier requirements. All fees are subject to confirmation by customer service.
Zone E - All Offshore Islands - WE DO NOT SHIP

NOTE

❖ Orders to IV postcode areas other than IV1, IV2, IV3, IV12, IV13, IV31, IV32, IV33, IV36, the delivery surcharge will be £200.
❖ Orders to Zones D, E and globally can be placed but the shipping would need to be pre-arranged by the customer.
❖ Some Highlands and Islands locations may have different quotes for the shipping. In this instance, our customer service team will contact you.

Store Collect

For added convenience, selected small items can be delivered to your local store for collection. This service is offered free of charge, subject to availability and at the discretion of the store manager. Please contact us for details of eligible products and store delivery schedules.

Check your delivery

At the point of delivery, please check that the number of items delivered matches the number advised on the hand-held electronic device or the delivery note, so that your delivery can be recorded accurately. If the packaging arrives damaged, the products must still be signed for. We request that you complete a full check of all items within 48 hours of the day after delivery, unless otherwise advised on the Proof of Delivery (POD). Please open each box and check that everything is as ordered and appears in good condition.

At Durovin Bathrooms, we offer a no quibble replacement policy for items incorrectly supplied or damaged in transit during our delivery. Please notify within 48 hours and we will arrange to put things right as fast as we can.

7. Loss or Damage to Products on Delivery

7.1 You must examine the products to check that they are as ordered and undamaged within 48 hours from the day after delivery. Please open each box and check that everything is as ordered and appears in good condition. Durovin Bathrooms will replace products free of charge that have been incorrectly supplied or damaged in transit during their delivery. You must notify us within 48 hours from the day after the day on which the products were received, and we will arrange for a replacement item to be delivered and the damaged item to be collected.

7.1.1 We will be unable to process a replacement, exchange, or refund for any products in which damage is reported after the standard 30-day window.

7.1.2 For orders in which damage is reported beyond the 7-day window but within the standard 30-day window, we will be able to process a replacement or exchange of the item but not a refund.

7.1.3 All damaged products, wherever possible, should be returned in their original packaging.

7.1.4 Damage reports must be submitted prior to installation or use. Refunds cannot be issued for any products damaged after installation or use, or where damage reports are filed only after installation or use.

7.2 To verify all damage and offer specific advice, all reports of damage will require at least but not limited to two images along with a written summation of the issue.

7.2.1 The aforementioned images should show:

7.2.1.1 A close image of the damage/issue itself.

7.2.1.2 An overview of the item showing the location of the issue.

7.2.1.3 Any damage to the packaging.

7.2.1.4 The address label and courier's label.

8. Faulty Items

8.1 All products sold have passed all required safety certification and should you wish to have a copy of the certification this can be obtained by contacting Durovin Bathrooms directly.

8.2 If you believe that an item is faulty, you are required to provide images or video showing the issue and a written description of the problem, or provide the formal report from a professional installer along with supporting photos or video evidence.

8.3 If the item is deemed to be faulty, it will be replaced or refunded at your request.

8.4 If the item is not deemed to be faulty and the cause of the issue lies with the installation then we reserve the right to charge a one-off manufacturing reporting fee. This fee varies depending on the item and can be obtained prior to processing a faulty item claim.

8.5 Issues resulting from product design, variations within acceptable size tolerances, incorrect installation, or misuse are not considered defects and are not covered under this policy.

9. Cancellation Rights - Products Ordered Instore, via the Internet or Telephone

📋 For a detailed summary of our returns and refunds policy, please visit our Returns & Refunds Policy page.

9.1 You will be entitled to cancel the Contract with us in the following circumstances:

9.1.1 Internet, telephone and store orders where products have not been installed and you are unhappy with the products for any reason, and notify us before the expiry of 30 days from the day after the products were received.

9.1.2 Where products supplied are faulty or not in accordance with the specifications of your order.

9.2 A refund will be reimbursed to you within 28 days from the day after the day on which the cancellation was made. This is subject to you being given reasonable opportunity to return the products.

9.3 This right of cancellation does not apply to special orders of products not featured in the Durovin Bathrooms Catalogue or where products are specifically made to your specification or personalised at your request.

9.4 You are obliged to take care of any products that you intend to return to us. Please ensure that returned items are complete, unused, and, wherever possible, in the original packaging. Please ensure that they are packed appropriately for courier collection.

9.5 We cannot refund products that have been damaged while in your possession.

9.6 All dispatch / return postage fees are to be covered by you if your cancellation inquiries after the item have been dispatched.

9.7 You will take responsibility for the product conditions during return transit if you refuse the item when you are receiving it.

10. Returns

📋 For a detailed summary of our returns and refunds policy, please visit our Returns & Refunds Policy page.

10.1 If, for any reason, you wish to return the product(s) you ordered, we accept returns or exchanges within 30 days from the date of purchase, provided that the product(s) are returned in their original packaging and remain unused and undamaged.

10.1.1 If a product is returned after the initial 30-day period but is deemed to be in good condition, a partial refund of 85% can be issued. Please note that 15% of the platform fees is non-refundable once the order is outside the return period.

10.2 The product(s) will be non-refundable if the product(s) has been used or installed. If a non-refundable product is returned, we may keep it for up to 7 days to allow time for arranging collection.

10.2.1 If you wish to return a product(s) on the basis of believing it is faulty, this is handled in accordance with our Faulty Items policy. Please consult section 8 for more information.

10.3 All return postage fees are to be covered by you, the customer except in situations set forth from 7.1.

10.3.1 A £10 return shipping fee applies to each small or medium item. A £40 return shipping fee may be charged for large items if delivery fails because the buyer refuses the delivery or is unavailable at the time of delivery.

10.4 We will process or dispatch the refund or exchange on the day we receive the item if received before 2:00 PM, or on the next business day if received after 2:00 PM, subject to the successful completion of our inspection process. Refunds will be issued to your original payment method within 24 hours; however, the exact time for the refund to appear in your account may vary depending on your bank's processing times. For any issues or inquiries, please contact our customer service team.

10.4.1 Should the item(s) not pass the inspection process upon return then images of the item will be taken and forwarded to you in order for you to process a claim with your chosen courier service in order to claim compensation for the value of the item(s).

10.5 Item must be returned with original packaging and in a re-saleable condition (irrespective of the fact that the item is faulty/damaged) at the cost of buyers. Once received, we shall investigate the complaint/fault to determine whether this is a manufacturing defect, damaged whilst in transit or simply damaged by the buyer (knowingly or unknowingly). Please be assured we shall do our utmost to resolve all issues regarding our products swiftly and for the benefit of our customers unless the underlying issue is caused directly or indirectly by the customer or by the actions/instructions of the customer. Please contact our customer service team before you make the return.

10.5.1 All returns must comply with the following conditions. Returns that do not meet these criteria may be rejected.

10.6 The shipping fee will not be refunded in any condition.

10.7 Please contact our customer service team before making a return. You can reach us via email at info@durovinbathrooms.co.uk or by phone at 01922 627773.

11. Warranty and Liability

11.1 Proof of purchase is required before any warranty claim can be assessed.

11.2 We shall make products by reimbursement of the whole or part of the price or, at our option, by repair or by replacement any defect developing under normal domestic use of the products within the stated guarantee period for the product effected, see below for full details of our product guarantees.

11.3 Save as provided elsewhere, our liability for death or personal injury caused by our negligence shall be unlimited and for all other loss or damage which you may suffer or incur in connection with the supply of products, our liability shall be limited to that caused by a natural and reasonably foreseeable consequence for which we are at fault or negligent.

11.4 All products are supplied as with a parts-only liability, we cannot be held accountable for any installation or re-installation costs due to product failure or installation errors.

11.5 If you are not entirely satisfied with your purchase, please contact our customer service team. We will try to resolve any issues as quickly as possible and, if necessary, explain how to follow our complaints procedure.

12. General

12.1 We shall have no liability whatsoever for any failure to perform, or for a delay in the performance of any of our obligations under the Contract arising wholly or in part by reason for any factor beyond our direct control.

12.2 In placing an order with us, you warrant that you are a resident of the United Kingdom and that you have the necessary permission and authority to enter this Contract.

12.3 Where any competent authority deems any Condition to be invalid or unenforceable in whole or in part, then the offending part shall be removed and the validity of the remainder of the Condition shall not be affected.

12.4 These Conditions do not purport to confer a benefit on any third party by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person that is not a party to it.

12.5 The Contract and these Conditions shall be governed by the laws of England, and you agree to submit to the non-exclusive jurisdiction of the English courts.

12.6 Any notice required or permitted to be given by either party to the other under these Conditions shall be in writing addressed to the other party and delivered to the address provided at the time the order is confirmed or any subsequent or alternative address which one party may notify to the other from time to time.

12.7 These terms do not affect your statutory consumer rights under UK law.

12.8 The trader discount will not be applied to the products offered.