Return Policy

Refund & Returns Policy

At Molten Brook, every bathroom we design and every product we supply is chosen with care, craftsmanship and precision. We want you to be completely satisfied with your purchase and experience. This policy outlines how refunds, returns and cancellations are handled in line with the UK Consumer Rights Act 2015.

1. General Overview

Molten Brook Bathrooms offers a range of products and services including bathroom fittings, designer radiators, and bespoke design consultations.
Most products are ordered specially from leading manufacturers to your exact specification. Because of this, certain items are non-returnable once ordered or once manufacturing has commenced.

2. Returns & Refund Eligibility

We will happily offer a refund, exchange, or credit note if:

- The item is faulty, damaged, or not as described and reported withing 48 hours or
- You notify us within 14 days of delivery or collection that you wish to return it; and
- The product is unused, uninstalled, and in its original packaging.

Please note:
Products that have been installed, altered, or damaged after delivery cannot be returned.
We cannot accept returns for special-order, bespoke, or made-to-measure products once manufacturing has begun.
Returned goods are subject to inspection before any refund or replacement is authorised.

3. Handling & Restocking Charge

All returned items (except those proven faulty or supplied in error) are subject to a handling and restocking charge of up to 25% of the product value.
This covers supplier handling fees, packaging checks, and administrative processing.
This charge will be clearly deducted from any refund amount.

4. Special-Order & Bespoke Items

Many of our products — including baths, radiators, furniture, and taps are custom-made or imported to order.
For these items, once an order has been confirmed and the supplier has accepted it, cancellation or refund is not possible unless the item is proven faulty.
We will always make this clear at the time of ordering.

5. Design Services & Consultation Fees

Our design services are provided on a professional-service basis.

Consultation fees (e.g. £149 Showroom Consultation or £249 Design Package) are non-refundable once your appointment has taken place or design work has commenced.
If you need to reschedule your appointment, please give us at least 48 hours’ notice.
If Molten Brook cancels or cannot fulfil your booking, a full refund or rescheduled appointment will be offered.

6. Cancellations

If you change your mind before an order has been processed with the manufacturer, we may be able to cancel it subject to the supplier’s terms.
In such cases, an administration fee of up to 20% may apply to cover handling and supplier restocking costs.

7. Faulty or Damaged Goods

In the rare event that a product arrives damaged or develops a fault:

Please notify us within 48 hours of delivery with photographs and your order reference.
We will arrange inspection and replacement in line with the manufacturer’s warranty.
If a replacement is not possible, a full refund will be issued.

We may liaise directly with the manufacturer to resolve the issue as quickly as possible.

8. Refund Process

Approved refunds will be made to the original payment method within 14 working days of receiving the returned item or confirmation of fault.
Delivery charges are non-refundable unless the item was faulty or incorrectly supplied.
All refunds will be net of any handling, restocking or administration fees as outlined above.

9. How to Request a Return or Refund

To initiate a return or discuss your options, please contact:
01708 780 580
sales@moltenbrook.co.uk
Please include your name, order reference, and contact details.

10. Your Legal Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. You are entitled to products that are of satisfactory quality, fit for purpose, and as described.

11. Last Updated

This policy was last reviewed in October 2025 and may be updated periodically to reflect changes in consumer law or business operations.