Terms and Conditions

Our Bathroom Service Ltd

25 August 2023


  1. These terms
  • What these terms cover and when do they apply. These are the terms and conditions on which we supply products to you, whether these are goods or services. They apply to the extent that there is no other separate written contract between us for the supply of goods or services.
  • Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
  1. Information about us and how to contact us
    1. Who we are. We are Our Bathroom Service Ltd, a company registered in England and Wales. Our registered office is Unit 14, Orion Business Centre, Surrey Canal Road, London, SE14 5RT
    2. How to contact us. You can contact us by telephoning our Customer Helpline on 0207 193 9494 or by writing to us at [email protected] or Unit 14, Orion Business Centre, Surrey Canal Road, London, SE14 5RT
    3. How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
  2. Our contract with you
    1. How we will accept your order. Our website will guide you through how to place an order online, once you have pressed the confirm order button at the end of the checkout process, we will send you an order acknowledgement email detailing the products and services you have ordered. This is an order confirmation or order acceptance. If you place an order in person, acceptance of your order will take place when you pay for and collect your goods.
    2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of the delivery location, because we cannot authorise your payment, because of unexpected limits on our resources which we could not reasonably plan for or because we have identified an error in the price or description of the product.
    3. Your order number. We will assign an order number to your order and tell you what it is, when you receive your order acknowledgement via e-mail. It will help us if you can tell us the order number whenever you contact us about your order.


  1. Our products
    1. Products may vary slightly from their pictures. Any samples, images of the products or illustrations on our website and E-bay, are for illustrative purposes only and for the sole purpose of giving an approximate idea of the products referred to in them. They shall not form part of the contract. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours or the printed pictures in our website and E-bay accurately reflects the colour of the products. Your product may vary slightly from those images.
    2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website or in our brochure.
    3. Making sure your measurements are accurate. Prior to ordering, please make sure that you have measured correctly – details of product sizing and fitting requirements are specified on our website and are provided on telephone calls or any written communication.
    4. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, the type of system your processor works with, if your shower has a diverter, etc. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it. This is also applicable for services requested for a “same day turn-around”.
  2. Delivery
    1. Delivery costs and locations. The costs of delivery will be as displayed on our website or as told to you over the telephone. Such costs are for delivery to addresses within mainland UK, (excluding the Scottish islands, Isle of Man, Isle of Scilly and the Channel Islands). There are free and chargeable delivery options. We may charge you additional costs if you require delivery to an address outside the Specified Locations (for example for packing, loading, carriage and insurance charges) and you shall be responsible for any relevant custom duties and any other costs of importation. If you are unsure whether we are able to deliver to your area please contact us to check before you place your order.
    2. Increase in costs. We may, by giving notice to you at any time before delivery, increase the price of the goods to reflect any increase in the cost of the goods that is due to:
      1. any factor beyond our control (including foreign exchange fluctuations, increases in taxes and duties, and increases in labour, materials and other manufacturing costs);
      2. any request by you to change the delivery date(s), quantities or types of goods ordered; or
  • any delay caused by any of your instructions or your failure to give us adequate or accurate information or instructions.
  1. When we will provide the products. During the order process we will let you know when we will provide the products to you. Usually an e-mail will be sent to you with the tracking reference of the delivery company. All delivery dates given are estimates only.
  2. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control we will not be liable for delays caused by the event.

– All orders (services and products) requested for a next day delivery will have to be placed before 13:00pm. This is our couriers cut of point. Any orders placed after this time will be processed and dispatched the following day on a next day delivery.

– Orders, for services placed with requests for a “same day turnaround” and next day delivery will have to be delivered, to us, before 10:00 so that we can complete the works required and dispatch the goods for a next day delivery. Any packages arriving after this time will still have the works completed “under the same day turnaround”, however the goods will be dispatched the next day for delivery the day after.

  1. Collection by you. If you have asked to collect the products from our premises, you can collect them from us at any time during 9am and 5pm on weekdays (excluding public holidays) however this will have to be pre-agreed with us.
  2. If you are not at home when the product is delivered. If no one is available at your address to take delivery, the courier or mail service will leave you a note informing you of how to rearrange delivery or collect the products from the nearest courier’s drop off/access point to you (if appropriate).
  3. If you do not re-arrange delivery. If you do not collect the products from the nearest courier’s, drop off/access point to you as arranged or if, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs.
  1. Price and payment
    1. Where to find the price for the product. The price of the product will be the price indicated on our website or E-bay listings when you placed your order, or as set out in our e-mail reports or as told to you over the telephone. All prices have the non VAT element until further notice. We take all reasonable care to ensure that the price of the product advised to you is correct.
    2. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell or services we offer, may be incorrectly priced/delivered. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    3. When you must pay and how you must pay. We accept payment by bank transfer, by credit or debit card, BACS as well as PayPal. Please note: all PayPal payments will have 5% added to the total amount. Payment must be made in Pounds Sterling unless discussed prior to the transaction being made. You must pay for the products before we dispatch them and for services before we deliver them.
  2. Suspending/delaying the supply of products
    1. Reasons we may suspend/delay the supply of products to you. We may have to suspend the supply of a product to:
      1. deal with technical problems or make minor technical changes;
      2. make changes to the product as requested by you or notified by us to you
  • we receive the product with insufficient information or a reference and we are unable to identify the package or match it to any of our orders.
  1. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product or service, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of no more than 5 working days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
  2. We may also suspend supply of the products or sevices if you do not pay. If you do not pay us for the products when you are supposed to and you still do not make payment within 10 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products.
  1. Your rights to make changes

If you wish to make a change to the product you have ordered please contact us. We will let you     know if the change is possible. If it is possible, we will let you know about any changes to the   price of the product, the timing of supply or anything else which would be necessary as a result of       your requested change and ask you to confirm whether you wish to go ahead with the change.

  1. Your rights to end the contract
    1. When you can end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract as a customer:
      1. If you are a customer and have just changed your mind about the product. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods; If you changed you mind about a purchase you made we will expect you to return the product unused and its original packaging. There will be 10% restocking charge applied before the money is refunded back to you.
      2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
        1. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
        2. there is a risk that supply of the products may be significantly delayed because of events outside our control;
        3. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 5 working days; or
        4. you have a legal right to end the contract because of something we have done wrong.
      3. Exercising your right to change your mind if you are a consumer and have ordered online or over the telephone. If you are a consumer, how long you have to change your mind depends on what you have ordered and how it is delivered:
        1. Have you boughtservices (for example, conversion) online? If so, you have 14 days after the day, you receive your order to confirmation to change your mind. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
        2. Have you bought goods(for example, a shower controller) online? If so you have 14 days after the day you receive the goods to change your mind.
      4. When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:
        1. When realising the fault with your shower is due to other components and not the processor itself.
        2. Services, once these have been completed, even if the cancellation period is still running.
      5. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a customer, who has a right to change their mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you are not a customer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract. Usually this is 10% of the total of cost if your purchase.


  1. How to end the contract with us

Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following: Phone or email. Call customer services on 02071939494 or email us at [email protected]. Please provide your details of the order and state the reason.

  1. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us (in their original packaging) If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
  2. When we will pay the costs of return. We will pay the costs of return:
    1. If the products are faulty, delivered in error or there is an issue within the 3 months of us completing the service.
  3. When you will pay the costs of return. You will pay the costs of return:
    1. In all other circumstances (including where you are a customer, exercising your right to change your mind) you must pay the costs of return.
  4. How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

When we may make deduction from refunds if you are a consumer exercising your right to          change your mind. We may reduce your refund of the price (excluding delivery costs) to reflect

any reduction in the value of the goods, if this has been caused by your handling them in a way             which would not be permitted in a shop. If we refund you the price paid before we are able to             inspect the goods and later discover you have handled them in an unacceptable way, you must pay             us an appropriate amount;

Where we complete a service, we may deduct from any refund an amount for the supply of the             service for the period for which it was supplied, ending with the time when you told us you had             changed your mind. The amount will be in proportion to what has been supplied, in comparison             with the full coverage of the contract.

  • When your refund will be made. We will make any refunds due to you as soon as possible. If you are a customer, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

  1. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due and you still do not make payment within 10 days of us reminding you that payment is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products/services;
      • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
      • You have purchased one of our loan units and it has taken longer than 1 calendar month to return your processor. Beyond this point the contract is considered to be terminated and no further money is owed to you.
      • In the event where you returned your processor under the loan scheme, after 1 calendar month, we may agree to recalculate your payment and reimburse you the amount of £60.00 which is the amount you pay for a processor sent for a recycling.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
  1. If there is a problem with the product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our Customer Helpline on 02071939494 or write to us at [email protected].

  1. Your rights in respect of defective products if you are a customer
      • you give us notice by a call or in writing during the warranty period within 14 days of discovery that a product is faulty;
      • we are given a reasonable opportunity of examining such product; and
      • you return such product to us at our cost, if the product we sold or the service, we completed is still within the 3 moths warranty.

We shall, at our option, repair or replace the defective product (or the relevant constituent part(s)),

We will not be liable for a product’s failure to comply with the warranty in clause 1 if:

    • you make any further use of such product after making us aware of a problem
    • the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
    • you alter or repair the product without our written consent; or
    • the defect arises as a result of fair wear and tear, wilful damage, negligence, exposure to corrosive substances or abnormal working conditions.

We shall have no liability to you in respect of a product’s failure to comply with the warranty. Except where we otherwise agree in writing, we offer no warranty or condition in respect of goods, materials or services of our suppliers or subcontractors but we will (where we consider it appropriate and practical to do so), assist you to obtain the benefit of such warranties as are available from them.

These terms shall apply to any repaired or replacement products supplied by us

  1. Our responsibility for loss or damage suffered by you if you are a consumer
    • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • However, we are not responsible for the cost of repairing any faults or damage to your property, which appear following the installation from yourselves or 3rd
    • We are not responsible for any damage or lost package if the delivery is arranged by you.