Terms of service

TERMS AND CONDITIONS OF SALE

1. ABOUT US AND THESE TERMS

The Bathroom Quarter is a trading style of Balmorals London Limited.

Our details are:

Balmorals London Limited trading as The Bathroom Quarter
4-7 Mason Road
Norwich
NR6 6RF
United Kingdom

Email: hello@bathroomquarter.com
Telephone: 0203 6971787
Company Number: 07940777
VAT Registration Number: 132933326

These Terms and Conditions apply to purchases made through bathroomquarter.com and should be read together with our Refund Policy, Shipping Policy and Privacy Policy.

Nothing in these Terms affects any statutory rights you have as a consumer.

Where another policy on our website conflicts with these Terms, these Terms will apply, except where the law provides otherwise.

If you purchase products wholly or mainly for the purposes of a business, you may not be a consumer for the purposes of consumer protection legislation. Separate trade terms may apply where these have been agreed with us.

2. USING OUR WEBSITE

You may use our website only for lawful purposes.

You must not interfere with the operation or security of the website, introduce viruses or other harmful material, attempt unauthorised access, or use the website in a way which infringes the rights of another person.

We may suspend or restrict access to the website where reasonably necessary for security, maintenance, legal or operational reasons.

3. PRODUCTS AND PRODUCT INFORMATION

We take reasonable care to ensure that product descriptions, specifications, measurements, photographs and prices shown on our website are accurate.

Images are provided to help identify and illustrate products. Colours and finishes may vary slightly depending upon lighting, photography, screen settings, manufacturing processes and materials.

Ceramic sanitaryware and other manufactured products may also be subject to normal and reasonable manufacturing tolerances.

Where dimensions are important to an installation, they should be checked against the actual product before permanent installation, cutting, drilling, tiling, boxing-in or other irreversible work is undertaken.

Nothing in this section limits your rights where goods are materially different from their description or otherwise fail to comply with your statutory rights.

We may change or discontinue products and update specifications from time to time.

4. ORDERS AND CONTRACT FORMATION

When you place an order, you are making an offer to purchase the products in that order.

An automated acknowledgement or payment confirmation does not necessarily mean that we have accepted your order.

A contract will normally be formed when we confirm that your order has been accepted or when the goods are dispatched, whichever occurs first.

We may decline or cancel an order before acceptance where, for example:

  • a product is unavailable;

  • we cannot obtain authorisation for payment;

  • there has been an obvious pricing or description error;

  • we cannot deliver to the address supplied;

  • quantity restrictions apply; or

  • we reasonably believe the order involves fraud or misuse of our website.

If we cancel an order after receiving payment, we will refund the amount paid for the cancelled goods.

5. PRICES AND PAYMENT

Prices shown on the website include VAT where applicable unless clearly stated otherwise.

Delivery charges, where applicable, will be shown during checkout or otherwise communicated before the order is completed.

We take reasonable care to ensure that prices are correct. If an obvious pricing error occurs, we may contact you before dispatch to give you the option of proceeding at the correct price or cancelling the affected item.

Payment must be made using one of the payment methods offered at checkout.

Where a third-party payment or finance provider is used, that provider's separate terms may also apply to its services.

6. DELIVERY

We will deliver to the address supplied with your order.

Delivery dates and times are estimates unless we have expressly agreed otherwise with you.

We will take reasonable steps to deliver within any agreed period and, where no different period has been agreed, within the period required by applicable consumer law.

We are not responsible for delay caused by circumstances outside our reasonable control, although your statutory rights in relation to delayed delivery remain unaffected.

Please ensure that the delivery address and any relevant access information are correct.

If delivery cannot reasonably be completed because nobody is available to receive the goods, access is unsuitable, or information supplied to us is incorrect, we may charge reasonable additional costs associated with storage or redelivery where permitted by law.

Risk in goods purchased by a consumer remains with us until the goods come into the physical possession of you or a person identified by you to take possession of them, other than a carrier commissioned by us.

7. CHECKING GOODS ON DELIVERY

Please inspect goods as soon as reasonably practicable after delivery.

In particular, please check:

  • that the correct products have been delivered;

  • quantities;

  • visible transit damage;

  • obvious manufacturing defects;

  • colour and finish;

  • dimensions where these are important to the installation; and

  • whether relevant components appear to be present.

We ask that visible damage, shortages or incorrect products are reported to us within 48 hours wherever reasonably possible.

The 48-hour period helps us investigate delivery damage with our carrier and arrange a prompt solution.

Failure to report a problem within 48 hours does not remove or restrict your statutory rights, including rights relating to hidden faults or defects which could not reasonably have been identified on delivery.

If damage or a defect is visible before installation, please do not install the product and contact us.

8. IMPORTANT – CHECK PRODUCTS BEFORE INSTALLATION

Bathroom products should be fully checked before installation begins.

The customer and installer should satisfy themselves that:

  • the correct product has been supplied;

  • there is no visible damage or defect;

  • dimensions are suitable;

  • connections and components are appropriate for the installation;

  • the product is suitable for the proposed location; and

  • any relevant manufacturer's instructions have been considered.

A product which is visibly damaged, incorrect or defective should not normally be installed.

Installation of a product does not remove your statutory rights in relation to a fault that could not reasonably have been identified beforehand.

However, where a problem was apparent or ought reasonably to have been identified before installation, we will not be responsible for unnecessary installation, removal or remedial costs which could reasonably have been avoided.

9. INSTALLATION

Unless your order expressly states that Bathroom Quarter is providing installation, our products are sold on a supply-only basis.

Bathroom Quarter does not appoint, supervise or accept responsibility for an installer independently engaged by the customer.

Products should be installed by a suitably competent person and in accordance with:

  • manufacturer's instructions;

  • applicable building and water regulations;

  • relevant technical requirements; and

  • normal good plumbing and installation practice.

Bathroom Quarter is not responsible for a fault, leak, failure or damage caused by:

  • incorrect or defective installation;

  • incorrectly fitted or unsuitable seals;

  • incorrectly fitted pan connectors;

  • waste connections;

  • water inlet connections;

  • flush connections;

  • unsuitable plumbing;

  • excessive tightening or mechanical stress;

  • damage caused during installation;

  • alteration or modification of the product;

  • components or materials not supplied by Bathroom Quarter;

  • misuse;

  • failure to follow installation instructions; or

  • another act or omission of an installer or third party.

This does not affect our responsibility for a defect which was present in the product when supplied.

10. FAULTS OR LEAKS IDENTIFIED AFTER INSTALLATION

If a product appears to be faulty or a leak is identified after installation, please contact Bathroom Quarter as soon as reasonably practicable.

If continued use could cause water damage, injury or further loss, use of the affected product should stop where reasonably possible and appropriate steps should be taken to prevent further damage.

To allow us to investigate the cause of the problem, we may reasonably request information including:

  • your order number;

  • date of installation;

  • date the problem was first identified;

  • photographs of the product;

  • photographs or video showing the reported defect or leak;

  • photographs of connections, seals and fittings;

  • details of the installation;

  • details of the installer;

  • an installer or plumber's report where appropriate;

  • details of any remedial work undertaken; and

  • itemised invoices or receipts for any associated costs being claimed.

The existence of a leak after installation does not by itself establish that the product supplied by Bathroom Quarter was defective.

Leaks can arise from the product itself, installation, seals, connectors, pipework, fittings, adjustment or components supplied by other parties. The cause may therefore need to be established before responsibility can be determined.

11. OPPORTUNITY TO INSPECT AND REMEDY A FAULT

Where reasonably practicable, please give Bathroom Quarter a reasonable opportunity to investigate an alleged product fault before the product is discarded, substantially altered or replaced.

Where appropriate, we may arrange or request:

  • photographs or video;

  • technical information;

  • inspection;

  • testing;

  • return of a product or component;

  • repair;

  • replacement; or

  • another remedy available under your statutory rights.

Please retain the affected product and relevant components where reasonably practicable until the matter has been investigated.

We recognise that this will not always be possible.

Where urgent work is reasonably necessary to prevent injury, substantial water damage or other significant loss, you should take reasonable steps to make the installation safe and prevent further damage.

Where possible, photographs should be taken before urgent remedial work begins and the affected parts should be retained.

Nothing in this section prevents you exercising your statutory rights.

12. INSTALLATION, REMOVAL, REFITTING AND REMEDIAL COSTS

A reported fault or leak does not automatically mean that Bathroom Quarter is responsible for the cost of an installer, plumber, removal, refitting or other remedial work.

Where Bathroom Quarter is legally responsible for such costs, costs claimed must be reasonable, necessary and attributable to the fault or breach for which Bathroom Quarter is responsible.

We may reasonably request evidence of the cause of the problem and of any expenditure claimed, including reports, photographs, itemised invoices and receipts.

Bathroom Quarter will not be responsible for costs to the extent that they arise from:

  • incorrect or defective installation;

  • plumbing or components which we did not supply;

  • unrelated work;

  • alterations or improvements;

  • upgrading the installation beyond its previous condition;

  • unnecessary or disproportionate work;

  • work required because of a third party's act or omission; or

  • loss or expense which could reasonably have been avoided or reduced.

Where reasonably practicable, we ask that you allow us an opportunity to investigate and offer an appropriate remedy before substantial third-party removal or reinstallation costs are incurred.

Failure to do so does not remove your statutory rights, but may be relevant when determining whether additional expenditure was necessary, reasonable and recoverable.

13. YOUR RIGHTS IF GOODS ARE FAULTY

Goods supplied to consumers must comply with applicable consumer law, including the Consumer Rights Act 2015.

Among other requirements, goods must be:

  • of satisfactory quality;

  • fit for their normal purpose and any particular purpose made known to us where the law provides;

  • as described; and

  • otherwise in conformity with the contract.

Depending upon the circumstances and the applicable law, you may have rights including rejection, repair, replacement, price reduction or refund.

Nothing in these Terms excludes or restricts those rights.

Our manufacturer's guarantees and warranties are additional to, and do not replace, your statutory rights.

14. CANCELLING AN ONLINE ORDER AND CHANGE-OF-MIND RETURNS

Consumers purchasing at a distance normally have a statutory right to cancel eligible orders without giving a reason.

For goods, the statutory cancellation period is normally 14 days beginning after the day on which you, or a person identified by you, receives the goods, subject to the rules applying to orders delivered in separate consignments and any applicable exceptions.

Our current Refund Policy may provide a longer 30-day return period for eligible products. Where we voluntarily offer a longer period, any additional conditions applying after the statutory cancellation period are set out in our Refund Policy.

To cancel, you should contact us with a clear statement that you wish to cancel.

You are not required to give a reason for exercising a statutory right to cancel.

Unless we agree otherwise or the goods are faulty, you will normally be responsible for the reasonable direct cost of returning unwanted goods.

Goods should be looked after while they are in your possession.

We may make a deduction from a statutory cancellation refund where permitted by law if goods have been handled beyond what would reasonably be necessary to establish their nature, characteristics and functioning.

Your right to inspect goods is not dependent upon retaining packaging, although keeping original packaging can substantially reduce the risk of damage if an item needs to be returned.

Certain goods may be exempt from change-of-mind cancellation rights, including goods made to the customer's specification or clearly personalised, where the applicable legislation provides.

This section relates to cancellation and change-of-mind returns. Different rights apply where goods are faulty.

15. RETURNS OF FAULTY GOODS

Please contact us before returning a product believed to be faulty so that we can advise on the appropriate procedure.

We may arrange collection, request return of particular components, ask for photographs or arrange testing or inspection.

Products should not be disposed of without first giving us a reasonable opportunity to investigate, unless retaining the product would be unreasonable or unsafe.

Where a product is returned for investigation and no manufacturing or supply fault is identified, we will explain our findings.

Damage caused by misuse, installation damage, improper installation or normal wear and tear is not a manufacturing defect.

Any manufacturer's warranty is separate from your statutory rights against Bathroom Quarter as the retailer.

16. LIABILITY

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing excludes or restricts:

  • your statutory rights relating to faulty goods;

  • liability for death or personal injury caused by negligence;

  • liability for fraud or fraudulent misrepresentation; or

  • any other liability which cannot legally be excluded or restricted.

Where Bathroom Quarter supplies goods only and has not provided or arranged installation, we are not responsible for defective installation or for loss or damage caused by the acts or omissions of an independently appointed installer.

We are not responsible for loss or damage to the extent that it:

  • was not caused by a breach of contract or legal duty by Bathroom Quarter;

  • was caused by incorrect installation, alteration or misuse;

  • resulted from plumbing, fittings or components we did not supply;

  • was caused by a third party;

  • could reasonably have been prevented or reduced after a problem became apparent; or

  • represents betterment, improvement or unrelated work rather than reasonably putting right the consequences of a matter for which we are responsible.

Where you claim additional loss or expense arising from an allegedly faulty product, we may reasonably investigate both the cause of the fault and the amount claimed.

17. EVENTS OUTSIDE OUR REASONABLE CONTROL

We will not be responsible for delay or failure to perform an obligation where caused by circumstances outside our reasonable control.

Such circumstances may include serious transport disruption, extreme weather, fire, flood, industrial action affecting third parties, interruption of utilities or communications, governmental restrictions or other comparable events.

This section does not affect any rights which consumers have under applicable law where goods are not delivered within the required period.

18. WEBSITE INFORMATION, ERRORS AND AVAILABILITY

Occasionally the website may contain typographical errors, incorrect prices, inaccurate availability information or other mistakes.

We may correct errors and update information.

Where an error materially affects an order which has not yet been accepted, we may contact you to explain the error and ask whether you wish to proceed on the corrected basis.

We do not guarantee that the website will always be available or free from technical errors.

19. THIRD-PARTY LINKS AND SERVICES

Our website may contain links to third-party websites or provide access to services operated by third parties.

We are not responsible for the content or operation of websites we do not control.

Where you choose to enter into a separate contract with a third party, that contract will normally be governed by that third party's terms.

This does not affect any responsibility we may have for goods or services which Bathroom Quarter itself has agreed to provide.

20. REVIEWS, COMMENTS AND OTHER CONTENT

Where you submit a review, comment, image or other content to us, you confirm that you have the right to submit that content and that it is not unlawful, defamatory, abusive, misleading or infringing of another person's rights.

You remain responsible for content you submit.

We may moderate or remove website content where reasonably necessary.

21. PERSONAL INFORMATION

Personal information supplied to us is handled in accordance with our Privacy Policy and applicable data protection legislation.

Payment card information is processed using the payment systems made available through our online platform and payment providers.

22. INTELLECTUAL PROPERTY

Unless otherwise stated, website text, graphics, photographs, branding and other content belonging to Bathroom Quarter or its licensors may not be copied, reproduced or commercially exploited without permission except as permitted by law.

23. SEVERABILITY

If any provision of these Terms is found by a court or other competent authority to be unlawful or unenforceable, that provision will be treated as removed or limited to the extent necessary.

The remaining provisions will continue to apply.

24. FAILURE TO ENFORCE A TERM

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

25. CHANGES TO THESE TERMS

We may update these Terms from time to time.

The terms applying to a purchase will normally be those in force when the relevant contract is made.

Changes made after an order has been placed will not retrospectively remove contractual or statutory rights which have already arisen.

The current version will be published on this page.

26. GOVERNING LAW AND JURISDICTION

These Terms are governed by the laws of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you may also have rights to bring proceedings in the courts of the part of the United Kingdom in which you live.

Nothing in this section removes any mandatory rights you have under applicable consumer law.

27. CONTACTING US AND COMPLAINTS

If you have a question about an order, delivery, product, fault or these Terms, please contact:

The Bathroom Quarter
A trading style of Balmorals London Limited
4-7 Mason Road
Norwich
NR6 6RF
United Kingdom

Email: hello@bathroomquarter.com
Telephone: 0203 6971787

Company Number: 07940777
VAT Registration Number: 132933326

When contacting us about an order, please provide your order number where available.

For a product fault or installation-related claim, supplying photographs and details of the problem at the outset will normally help us investigate and resolve the matter more quickly.

STATUTORY RIGHTS

Nothing in these Terms is intended to exclude, restrict or replace rights or remedies which a consumer has under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.