Terms & Conditions

1. CONDITIONS

1.1) In these terms and conditions:

‘Goods’ refers to the products (including any parts or instalments) that we, the Supplier, will provide according to these terms.

‘Supplier’ refers to:

Ambiance Bathroom

700 Alum Rock Road,

Birmingham,

United Kingdom,

B8 3NU

‘Website’ refers to www.ambiancebathroom.co.uk.

‘Consumer’ refers to an individual who purchases goods or services for personal use, not for business purposes. This excludes commercial users.

2. ORDERING OF GOODS

2.1) Once you place your order online, you will receive an email confirmation to the email address you provided. Please note, this email is only an acknowledgement and does not mean your order has been accepted. The contract between us is only formed when the goods are dispatched. We, Ambiance Bathroom, reserve the right to refuse any order or part of an order before it is accepted.

2.2) If you place an order over the weekend, on a Bank Holiday, or after 2:00 pm, your order will be processed on the next working day.

2.3) If any goods are listed at an incorrect price, Ambiance Bathroom is not obligated to honour the incorrect price.

3. CANCELLATION OF ORDER

3.1) To cancel your order, please email us at admin@ambiancebathroom.co.uk. We will confirm your cancellation within 12 business hours.

3.2) If your order has already been dispatched from our warehouse, you will be responsible for the cost of returning the item to the Ambiance Bathroom.

3.3) Bespoke items, such as Whirlpool baths, cannot be cancelled once ordered.

3.4) Refunds will be processed as quickly as possible, and no later than 14 days from the cancellation date.

4. DELIVERY OF GOODS

4.1) For pallet deliveries, your goods will be delivered as close to your front door as possible. Delivery drivers are not insured to drive off public highways. If access to your property is restricted (e.g., private roads, stairs, narrow streets, controlled parking zones), delivery will be made as near to your property as possible. Large deliveries are “kerbside drop-offs,” so please ensure there is enough access for large vehicles.

4.2) If delivery is refused due to any access issues mentioned in 3.2 and 4.1, you will be charged for the cost of returning the pallet or parcel to Ambiance Bathroom.

4.3) Delivery will be made by a single driver, who will deliver the goods as close to your front door as possible (see 4.1 for details).

4.4) The driver is not insured to carry goods inside your property. If your order includes heavy or bulky items, we recommend that at least two able-bodied individuals are available to bring the goods inside.

4.5) Delivery dates are estimates, and most orders arrive in 5-7 business days. Ambiance Bathroom is not responsible for late deliveries. Please wait to schedule installation until you receive and inspect your items for any problems or damages. You will get an email with your tracking number on the day your order ships.

5. DAMAGES & SHORTAGES

5.1) For small items delivered by courier, please open all packages and thoroughly check the goods for any damage. If you find damage or a shortage, email us at admin@ambiancebathroom.co.uk within a reasonable time. If the packaging looks damaged on delivery, write ‘damaged’ on the delivery note.

5.2) For items delivered by pallet, please inspect the goods for damage upon delivery. Any damage must be noted at the time and recorded on the delivery note. The driver will wait for up to 15 minutes while you check the items. If you have a large number of items, it’s a good idea to have someone assist you in inspecting the goods.

5.3) If part of your order is damaged, please refuse the entire delivery and notify us as soon as possible so we can arrange a replacement.

5.4) If you appoint someone else to receive and sign for your delivery, make sure they know to check the goods. You accept full responsibility for any damage or loss if they sign on your behalf.

5.5) Once the goods are delivered and signed for, any loss or damage will be your responsibility.

5.6) If a bespoke item arrives damaged, we will send a replacement once it has been manufactured.

6. RETURNS POLICY – Non-Faulty Goods

6.1) If you no longer want a product, you can cancel your order within 14 days of receiving it. This is known as the “cooling-off period.”

6.2) To cancel your order, please notify us in writing (at the address in the Contact Us section) or by email at admin@ambiancebathroom.co.uk. You will be issued a return number. We recommend downloading and printing a return form here.

6.3) All returns must be requested within 14 days of receiving your goods. We cannot accept returns after this period.

6.4) If you cancel your order, you are responsible for returning the goods to us in good condition, at your own cost. You are legally required to ensure the goods are returned unused and in good condition.

6.5) Ambiance Bathroom reserves the right to claim damages if the returned goods are unsuitable for resale due to a lack of care.

6.6) Due to hygiene reasons, some items like toilet seats cannot be returned once opened. If you would like to view these products before purchasing, please visit our showroom.

6.7) Bespoke items cannot be returned.

6.8) Please check all items upon delivery. We cannot accept returns for products that have been installed or custom-made.

7. RETURNS POLICY – Faulty Goods

This section applies to goods that develop a fault after installation and does not cover damage during delivery (please see Section 5 for goods damaged in transit).

7.1) All goods supplied by Ambiance Bathroom come with a 12-month manufacturer’s guarantee. If a product has a longer guarantee, it is provided by the manufacturer, not by Ambiance Bathroom, and this does not affect your statutory rights.

7.2) If you return faulty goods at your own cost, Ambiance Bathroom will refund reasonable postage costs.

7.3) All returned faulty goods will be tested by the manufacturer. If the item is found to be non-faulty, we will refund the product’s value minus the cost of testing.

7.4) If your purchase develops a fault within the warranty period, please notify Ambiance Bathroom. In most cases, the manufacturer offers a service or breakdown engineer who will visit your property to repair or replace the faulty item. If the fault is not causing damage, do not remove the installed item, as this could void the guarantee. It may be quicker to contact the manufacturer directly to arrange an engineer visit, but you are welcome to contact us if you prefer, and we will help resolve the issue.

8. COLLECTION OF GOODS

8.1) Some items are held in stock by our suppliers, so please wait for email confirmation or call customer service to confirm the collection time and date before visiting.

8.2) Ambiance Bathroom staff are not insured to load goods into customers’ vehicles. Please ensure you have someone with you to help load your items.

8.3) Please thoroughly check all goods when collecting them, as we cannot accept claims for damage or shortages once the items have left our premises. This does not affect your statutory rights.

9. DELIVERY OF GOODS, SERVICE OF CONTRACT

9.1) By selecting the delivery option during checkout, you agree to enter into a delivery service contract.

9.2) Once your items have been dispatched from our warehouse, the service contract cannot be cancelled.

9.3) If you refuse a delivery, you may be charged the actual return costs.

10. LIABILITY

10.1) Nothing in these terms limits or excludes our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession).
• Defective products under the Consumer Protection Act 1987.

10.2) If you are a business customer:

• We will not be liable to compensate you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising from the contract or the use of our website or its content.
• If you are purchasing goods as part of a business, we accept no liability (whether in contract, tort, negligence, or breach of statutory duty) for the following losses:
  • Loss of profits, revenue, sales, income, or business.
  • Loss of savings.
  • Loss of use or production.
  • Loss of goodwill.
  • Business interruption.
  • Remedial costs if goods are damaged or defective.
  • Damage to property or possessions from using the goods.
  • Loss caused by delays or late performance.
  • Any indirect or consequential losses.
• Our total liability to you for any other losses connected to the contract will never exceed the price of the goods you purchased.

10.3) If you are a consumer:

• If we fail to comply with these terms, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach or negligence. We are not responsible for loss or damage that is not foreseeable. Loss or damage is considered foreseeable if it was an obvious consequence of our breach or if it was contemplated by both of us when the contract was made.
• We supply goods for domestic and private use only. You agree not to use the goods for any commercial, business, or resale purposes, and we are not liable for any loss of profit, business, business interruption, or business opportunity.

11. WARRANTY

11.1) The warranty does not cover defects caused by normal wear and tear, willful damage, accidents, negligence (by you or a third party), improper use, failure to follow the Supplier’s instructions, misuse, or unauthorized alterations or repairs.

12. WRITTEN COMMUNICATIONS

12.1) By law, we must provide you with written information about your rights as a consumer. By using our website, you agree that we can send this information electronically to the email address you provided when placing your order. You also agree that electronic communications from us meet any legal requirement for written communication.

13. EXTERNAL SITES

13.1) Ambiance Bathroom is not responsible for the availability or content of any external site linked to www.ambiancebathroom.co.uk, nor for any transactions between you and those sites.

13.2) If you have concerns about third-party sites linked to www.ambiancebathroom.co.uk, please notify us, and we will investigate the matter.

14. CUSTOMER FEEDBACK

14.1) As Ambiance Bathroom grows, we value feedback from our customers to help improve our products and services.

14.2) By submitting feedback about our products or services, you agree that we may publish your comments online.

14.3) If you experience any issues with our service, please email the details to admin@ambiancebathroom.co.uk. We will investigate and respond within 14 days.

14.4) If, after receiving feedback from our customer service team, you still feel dissatisfied, we kindly ask you to include that feedback when sharing your experience on any online platform to provide a balanced view.

14.5) Posting false or misleading information could lead to legal action for libel.