We understand that sometimes a return may be necessary for a number of reasons. This policy seeks to be a pragmatic, fair, & easy process for all Showerwall customers, whilst maintaining a high level of customer service.
Valid Return Reasons
- Customer change of mind or customer incorrect order placed (fees will apply)
- Surplus to requirement (fees will apply)
- Wrong/duplicate item sent
- Cancellation after/before despatch (fees may apply)
- Late/early delivery
- Damaged on delivery
Please note – product defects are handled separately. Details of any alleged manufacturing defects or concerns should be sent to .
Return/restock fees, where applicable
Returns may be subject to an administration fee and possibly also a repackaging fee, where goods are returned in damaged packaging.
Administration fee – 20% of original order value
Repackaging fee – 10% of original order value
Product returned completely damaged within the packaging, and therefore unable to be restocked , will not be credited.
Exceptions to our returns policy
Non-returnable Items: Bespoke items made to order, or Acrylic products, unless the item has been delivered incorrectly.
Inspection & Credit
- Goods will be inspected upon return for adherence to the returns claim made.
- A credit, if agreed, will be processed within 7 working days of inspection, less any administration & repackaging fees, as appropriate.
- Replacement items will require a new order / purchase order reference.
Returns Escalation & Contact procedure
- In the event of any need to contact Showerwall to discuss a return or claim please contact us as follows –
B2C (Consumers)
Returns Process
- The returns request must be made within 28 calendar days of delivery.
- The request must be submitted with proof of purchase and photographs of the issue.
- The company you purchased from will receive the credit, as and when agreed.
- Maximum 10 working days can be expected in terms of the collection window.
- Unless return is due to being received damaged, all products should be in original packaging & in pristine condition.
Returns Collection Guidelines
- Showerwall will collect: Panels in good/resalable condition, or needing inspection.
- Showerwall will not collect: Unsalable items, single 600mm panels, accessories without panels.
- Please note – Remote UK areas & Ireland
- Showerwall may prefer NOT to collect from such areas. In this instance, and where a return is agreed, the claim will still be processed & a credit be given.
Collection Methods
- Showerwall transport: Our logistics partner will arrange collection – expected timeframes: 2 days to contact you to book the collection; 6-8 days to collect from you.
Using your own transport: You must notify/book with us & we would strongly advise taking photographs prior to despatch – Showerwall are not liable for damage or costs.
B2B (Business Customers)
Showerwall will not collect or credit: Unsalable items and accessories including: trims, adhesives, sealants, SureSeal, Showerwall cleaner.
Returns Process
- A returns request needs to be made within 3 working days of delivery.
- Please submit request to with supporting info:
- Your Purchase Order reference / Our Sales Order reference
- Proof of Delivery (POD) if available
- Product detail and photographs of the issue
- Products should be in original packaging & in pristine condition
- A Returns reference will be raised for all approved returns & given to you.
- Maximum 7 working days can be expected in terms of the collection window.
Returns Collection Guidelines
- Showerwall will collect: Panels in good/resalable condition or items needing inspection.
- Showerwall will not collect: Unsalable items, single 600mm panels, accessories without panels.
- Please note – Remote UK areas & Ireland
- Showerwall may prefer NOT to collect from such areas. In this instance, and where a return was agreed, the claim would still be handled & a credit be given.
Collection Methods
- Showerwall Transport: our logistics partner will arrange collection (you can expect as follows: 2 days to contact & book; 3-5 days for collection).
- Customer Transport: You must pre-book with us; we would strongly advise photographing prior to despatch – Showerwall are not liable for damage or costs.