Last Updated: December 2024
Our Commitment to Your Satisfaction
At Villeroy Shop, we take pride in offering premium bathroom products that transform your space. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process. Our policy reflects our commitment to quality and customer satisfaction while ensuring fairness for all parties.
Key Policy Highlights:
- 15-day return window from delivery date
- Products must be in original, unused condition
- Free returns for defective or incorrect items
- Refunds processed within 10 business days
Return & Exchange Eligibility
Eligible for Return/Exchange:
| Product Category | Return Conditions | Timeframe |
|---|---|---|
| Electric Showers (9.5 kW, 10.8 kW) | Unopened, in original packaging | 15 days from delivery |
| Shower Systems (1, 2, 3 Outlet) | Unused, all components present | 15 days from delivery |
| Shower Enclosures (All sizes & glass thickness) | Unassembled, packaging intact | 15 days from delivery |
| Shower Doors (1200mm) | Uninstalled, no scratches or damage | 15 days from delivery |
| Baths (1400mm, 1600mm, 1800mm) | Uninstalled, protective film intact | 15 days from delivery |
Non-Returnable Items:
Due to hygiene and safety reasons, the following products cannot be returned or exchanged unless defective:
- Opened electric shower units
- Used shower diverter valves
- Custom-cut or assembled glass shower enclosures
- Products with removed protective packaging
- Items showing signs of installation attempts
Return Process
Within 15 days of receiving your order, email us at [email protected] with the following information:
- Your order number
- Product name and quantity
- Reason for return
- Preferred resolution (refund or exchange)
We will respond within 2 business days with:
- Return authorization number
- Shipping instructions
- Return address
Carefully repackage the item in its original packaging with all accessories and documentation. Include the return authorization number on the outside of the package.
Once we receive and inspect your return, we’ll process your refund or exchange within 10 business days.
Return Request Template
Use this template when emailing your return request to [email protected]:
Subject: Return Request – Order #[Your Order Number]
Email Content:
Dear Villeroy Shop Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Product Details: [Product Name, Model, Size]
Reason for Return: [Please specify: defective, incorrect item, changed mind, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Additional Comments: [Any relevant details]
Thank you for your assistance.
Sincerely,
[Your Full Name]
Refund Information
Refund Processing Time:
- Initial processing: 3-5 business days after we receive your return
- Bank processing: 5-7 business days for the refund to appear in your account
- Total timeframe: Typically 10 business days total
Refund Method:
Refunds will be issued to the original payment method used for purchase:
- Visa, MasterCard, JCB: Refunded to your card
- PayPal: Refunded to your PayPal account
Note: Shipping costs are non-refundable unless the return is due to our error (wrong item shipped or defective product).
Exchange Process
For exchanges, follow the same process as returns. Once we receive your returned item, we will ship the replacement product. Standard shipping charges apply for exchanges unless the exchange is due to our error.
Exchange shipping times match our standard delivery times: 10-15 days for DHL/FedEx or 15-25 days for EMS.
Defective or Damaged Products
If you receive a defective or damaged product:
- Contact us within 48 hours of delivery at [email protected]
- Include photos of the damage or defect
- Provide your order number and product details
We will arrange a free return and replacement at no additional cost to you.
Contact Us
If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact us:
Email: [email protected]
Address: Villeroy Shop, 55 King St, Belfast, GB CH1H 5TY
We typically respond to all inquiries within 1-2 business days.
This policy is subject to change. Please check back periodically for updates.