Refund & Returns Policy
At Britways, customer satisfaction is our top priority. We take pride in offering high-quality sanitary and bathroom fittings and ensuring that every order is processed with care. Please read our Refund & Returns Policy below, which outlines the process and conditions for returns, exchanges, and refunds.
1. Eligibility for Returns
Since Britways operates on a “Get a Quote” basis, each order is customised and confirmed before dispatch. As such, returns are only accepted under the following conditions:
- Items received are damaged or defective upon delivery
- Incorrect items were delivered compared to the confirmed quotation
- Goods were supplied in error by Britways
Custom-made, special-order, or clearance items are not eligible for return unless they are faulty or damaged.
2. Return Request Procedure
If you believe your item meets the criteria for return, please follow these steps:
- Notify us within 48 hours of receiving your delivery via email at info@britways.com.
- Include your Order/Quote Reference Number and attach clear photos of the damaged or incorrect item(s).
- Our team will review your request and advise on the next steps, including approval for return or replacement.
Please do not return any items without prior confirmation from Britways.
3. Condition of Returned Items
To be eligible for a return or exchange, items must be unused, in their original condition, and in the original packaging (including manuals, fittings, and accessories). We reserve the right to refuse a return if the product is found to be used or not in resaleable condition.
4. Return Shipping
If a return is approved due to our error (e.g., damaged, faulty, or incorrect product), Britways will arrange and cover the cost of return shipping.
If the return is requested for any other reason and approved as an exception, return shipping costs may be the responsibility of the customer.
5. Refunds
Once the returned item is received and inspected, we will notify you of the status of your refund. If approved, your refund will be processed to your original method of payment or account within 7–14 working days.
Please note: Delivery charges are non-refundable unless the return is due to an error on our part.
6. Exchanges
If you prefer a replacement instead of a refund, we will gladly arrange this where applicable and stock is available. Replacements are processed once the returned item has been received and inspected.
7. Cancellations
Orders may be cancelled before payment or shipment is processed. If your order has already been confirmed, packed, or shipped, cancellation may not be possible. In case of custom or made-to-order products, cancellations cannot be accepted once production has begun.
8. Contact Us
For any return or refund-related enquiries, please contact us:
- Email (General Enquiries): info@britways.com
- Email (B2B): B2B@britways.com
- WhatsApp Support: +254 799 954 646
- Address: Britways Life & Luxury Limited T/A Britways Retail Solutions, Armada House, 17 St Georges Wharf, Westminster, London, United Kingdom
