Returns & Refunds Policy

At Astrid Home, we take great pride in the durability, anti-slip safety, and craftsmanship of our bathroom accessories. If an item does not suit your bathroom dimensions or renovation layout, we provide a transparent, completely free 30-day return guarantee. Your statutory consumer rights are not affected by this policy.

1. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the legal right to cancel their purchase without giving any reason within a statutory cooling-off period:

• Cancellation Deadline: The statutory cancellation period expires 14 calendar days from the day on which you (or a third party indicated by you) receive physical possession of the goods.
• Exercising Your Right: To exercise your statutory right to cancel, you must inform us of your decision by a clear statement (e.g. via email to support@astridhome.co.uk) within this 14-day period.
• Return Following Cancellation: Once you notify us of cancellation, you must send back the items without undue delay and in any event no later than 14 calendar days from the day you communicated your cancellation.
• Statutory Refund Timeframe: Where you cancel under these regulations, we will reimburse all payments received from you, without undue delay and no later than 14 days after the day we receive the goods back (or, if earlier, 14 days after the day you provide evidence of return dispatch). (Please note: As part of our customer-first commitment, our standard warehouse processing completes inspection and issues approved refunds within 3 business days of receipt).

2. Our Extended 30-Day Voluntary Return Policy

To give you extra flexibility when checking shower head fittings, mirror aesthetics, or bath stool clearances against your bathtub, we voluntarily extend your return period to 30 calendar days from delivery. This voluntary policy is in addition to, and does not replace or limit, your statutory rights mentioned above.

• Return Window: You have 30 calendar days from the delivery date to return eligible bathroom fixtures using the prepaid return label enclosed inside your parcel.
• Return Postage & Fees: Return postage is completely free (£0.00) and zero restocking fees (£0.00) apply.

3. Reasonable Handling & Condition of Returned Goods

Under UK law, you are entitled to handle and inspect products to establish their nature, characteristics, and sizing in the same way you would reasonably be permitted to do in a physical bathroom showroom.

• Recommended Condition: We ask that items returned under our 30-day voluntary policy be returned clean, dry, in resalable condition, and in their original packaging with all mounting brackets, rubber washers, suction pads, and instruction manuals intact.
• Reasonable Inspection: Customers may unpack components indoors and dry test-fit pieces (e.g., placing a bath mat into an un-wetted bathtub to check dimensions, or verifying mirror lighting and screw alignments).
• Diminution in Value: You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items (for example, if a shower head has been connected to water supplies resulting in internal limescale, bathtub mats soiled with body wash, bath stools scratched in wet showers, or mirrors permanently hardwired or bonded with silicone adhesive). In such cases, we reserve the legal right to deduct an amount reflecting the reduction in value from your refund.
• Hygiene Notice: Bathroom fixtures are intimate personal hygiene items. Goods returned with soap scum, hygiene contamination, or limescale cannot be accepted for voluntary resale. This does not affect your statutory rights if the goods are faulty or non-conforming.

4. Faulty, Damaged or Defective Goods (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If your bathroom accessory arrives with cracked mirror glass, defective shower nozzles, broken stool legs, or missing suction cups:

• Prompt Reporting Encouraged: We encourage you to notify us at support@astridhome.co.uk with your Order Number and photos within 48 hours of delivery (or as soon as reasonably practical). Reporting early enables us to swiftly liaise with our logistics carrier and dispatch an urgent replacement part or full unit.
• No Restriction on Legal Rights: This 48-hour reporting recommendation does not restrict, shorten, or exclude your statutory rights under UK law. Under the Consumer Rights Act 2015, you maintain a 30-day legal right to reject faulty goods for a full refund, as well as statutory rights to a free repair or replacement within six months of purchase.
• Zero Return Postage for Faulty Goods: You will never be required to pay return carriage for goods that are faulty, damaged in transit, or incorrectly supplied.

5. How to Use Your Prepaid Return Label (Step-by-Step Mail Return)

To make postal returns effortless, a pre-printed, prepaid return shipping label is already enclosed inside every delivery parcel.

1. Repack the Items: Neatly repack the dry, clean bathroom fixture into its original retail box along with all protective foam inserts, washers, and fittings.
2. Affix the Return Label: Securely seal the carton using heavy-duty packaging tape. Affix the prepaid return shipping label clearly onto the outside of the box, ensuring any previous delivery barcodes are completely covered.
3. Drop Off with Carrier: Hand the parcel to your designated courier collection service or local post office drop-off point specified on the label. Always obtain and retain a proof of postage receipt.

• Return Shipping Cost: £0.00 (Completely Free)
• Restocking Surcharge: Zero / No Cost (£0.00)
• Return Route: By mail only

6. Returns Inspection & Fast 3-Day Refund Settlement

To ensure total clarity, our entire inspection and refund process is completed within a single, guaranteed timeframe:

• Total Processing Time (Within 3 Days): Within 3 business days of receiving your returned item at our warehouse facility, our staff will inspect the goods and issue your full refund directly back to your original payment card (Visa or Mastercard).
• Statutory Consumer Protection: The inspection of returned goods does not limit or affect your statutory cancellation rights under applicable UK consumer protection law.
• Settlement Currency & Zero Fees: All refunds are issued in British Pounds Sterling (GBP / £) with zero restocking fees or hidden administrative deductions.
• Banking Clearing Timeframe: Once our team has issued your refund within our 3-business-day window, please allow your card issuer's standard clearing timeframe (typically 3–5 working days) for the credit to appear on your bank statement.

7. Customer Support & Operational Information

• Trading Brand: Astrid Home
• Operating Legal Name: ASTRID HOME IMPROVEMENTS LTD
• Company Registration Number: 16955881 (Registered in England and Wales)
• Premises & Postal Address: 169 Nuncargate Road, Kirkby in Ashfield, Nottingham, United Kingdom, NG17 9EL
• Telephone Contact: +44 1623 702504
• Customer Email: support@astridhome.co.uk
• Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK Time / GMT/BST)

8. Changes to This Policy

We may update this Refund & Returns Policy from time to time. The version applicable to your order is always available on this website. Any updates will not affect statutory rights that apply to orders already placed.