Returns & Exchange

Returns and Exchanges Policy

Thank you for shopping with us. We strive to ensure that our customers are completely satisfied with their purchases. Below are our policies regarding returns and exchanges:

1. General Returns Policy (Stock Items)

Customers may request a return or exchange of standard stock items within 14 days of delivery, in accordance with Irish and EU consumer protection regulations.

To qualify for a return:

• The product must be unused, uninstalled, and in its original, unopened packaging
• All original seals, accessories, and documentation must be intact
• The item must be suitable for resale as new

Refunds will be processed to the original payment method within 10 business days of successful inspection.

The customer is responsible for all return transport costs.

2. Non-Returnable Items – Special Order & Custom Products

The following items are non-returnable and non-refundable once an order has been placed with our supplier:

• Products sourced or manufactured specifically to customer order
• Special-order items not held as regular stock
• Products customised in size, specification, finish, or configuration
• Hot tubs, saunas, steam rooms, and other large wellness products ordered on a made-to-order basis

In accordance with EU Consumer Rights Directive (2011/83/EU), the statutory right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised.

3. Deposits & Advance Payments

Deposits are required to confirm orders for special-order and high-value products.

By paying a deposit, the customer acknowledges that:

• The order will be placed with the supplier specifically on their behalf
• Costs will be incurred immediately after order confirmation
• Deposits are non-refundable once the supplier order has been placed

Deposits are applied toward the final purchase price.

4. Order Cancellations

4.1 Cancellation Before Supplier Order Placement

If a customer cancels before the order has been placed with the supplier, the deposit may be refunded minus any administrative or transaction costs already incurred.

4.2 Cancellation After Supplier Order Placement

If a customer cancels after the supplier order has been placed:

• The deposit is non-refundable
• This applies regardless of delivery status
• Cancellation due to personal, financial, or project-related reasons does not constitute grounds for a refund

5. Hot Tubs & Large Wellness Products

Hot tubs and similar large products:

• Are classified as special-order items
• Cannot be returned once ordered from the supplier
• If returned under exceptional circumstances, all transport, handling, inspection, and restocking costs will be charged to the customer and deducted from any potential refund

Any return of such products must be arranged and handled exclusively by Crystal Bathroom Ltd.

6. Credit Notes (Goodwill Option)

At our sole discretion, and without obligation, Crystal Bathroom Ltd may offer a credit note in place of a refund in exceptional circumstances.

• Credit notes are non-transferable
• Validity period will be stated at time of issue
• Credit notes may be used toward future purchases

7. Damaged or Faulty Goods

This policy does not affect your statutory rights in the event of:

• Goods damaged in transit
• Manufacturing defects
• Faulty or non-conforming products

Any such issues must be reported within 48 hours of delivery, with supporting photographs and order details.

8. Returns Address

Crystal Bathroom Ltd
Carnmore
Cross, Galway
Ireland
Email: office@crystalbathroom.ie

9. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of Ireland.