Refund Policy

At Splashbacks 4U, we want you to be satisfied with your purchase. This policy explains when products may be cancelled, returned, exchanged or refunded.

For production times, delivery charges and transit information, please refer to our separate Shipping Policy.

Bespoke and Made-to-Order Products

Most Splashbacks 4U glass products are manufactured specifically for each customer using their selected measurements, colour, design, finish or other individual specifications.

Bespoke, personalised and made-to-order products cannot normally be cancelled, changed, returned or refunded because the customer has changed their mind.

If you need to change or cancel an order, please contact us immediately. If production has not started, we will confirm whether the requested change or cancellation is possible and whether any costs have already been incurred.

Once production has started, changes or cancellations may not be possible.

This does not affect your statutory rights if a product is faulty, damaged, incorrectly manufactured, not as described or does not match the agreed specification.

Standard and Non-Bespoke Products

Eligible standard and non-bespoke products may be returned within 30 days of delivery, provided that:

• You contact us before returning the product;

• The product is unused and has not been installed, altered or damaged;

• It remains in its original condition; and

• It is returned in its original packaging, where applicable.

Please contact us before sending anything back. Products returned without prior authorisation may not be accepted.

Unless the product is faulty or incorrect, the customer is responsible for arranging and paying for its safe return. We recommend using an appropriately insured and trackable delivery service.

Samples

Standard stock samples may be eligible for a refund when returned in good condition.

Original delivery charges and return postage are not normally refundable for non-faulty sample returns.

Bespoke samples, custom colour mixes, specially printed designs and other made-to-order samples cannot be returned because the customer has changed their mind.

Please contact us before returning any samples.

Faulty, Damaged or Incorrect Products

If you believe that your product is faulty, damaged, incorrectly manufactured or does not match the agreed order specification, please contact us promptly.

Please provide:

• Your name and order number;

• A clear description of the issue;

• Photographs of the product;

• Photographs of the packaging where transit damage is involved; and

• Any relevant measurements or supporting information.

Please retain the product and all packaging while we investigate.

Do not install, cut, alter, repair or dispose of a product that appears damaged, defective or incorrect before contacting us. Doing so may make it more difficult to determine how the issue occurred.

Where reasonably possible, visible transit damage should be reported within 48 hours of delivery. This helps us investigate the matter promptly with the delivery provider but does not affect your statutory rights.

Inspection and Resolution

Once we receive the relevant information, we will assess the issue and explain the appropriate next step.

Depending on the circumstances and your statutory rights, this may include:

• Repair;

• Replacement;

• Collection or authorised return;

• A price reduction; or

• A full or partial refund.

If we ask you to return a faulty or incorrect product, we will provide instructions and confirm the return arrangements.

Refunds

Once an authorised return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for your bank or payment provider to process the refund after it has been issued.

Any refund rights provided by law remain unaffected.

Products That Cannot Be Returned for a Change of Mind

Unless faulty, damaged or incorrectly supplied, returns cannot normally be accepted for:

• Bespoke or made-to-measure glass;

• Personalised or custom-designed products;

• Products manufactured in a customer-selected colour or finish;

• Products with customer-specified holes, cut-outs, shaping or edgework;

• Bespoke or custom samples;

• Products that have been installed, altered, cut or damaged after delivery; or

• Products that are no longer in a resaleable condition.

Statutory Rights

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

Contact Us

Before requesting a cancellation, return, exchange or refund, please contact:

Splashbacks 4U
Email: info@splashbacks4u.co.uk

Please include your order number in all correspondence.