All bespoke Acquabella orders are non-cancellable and non-returnable due to their bespoke nature. Please ensure that specific details regarding cuts or bespoke colours are acccurate prior to placing your order, as we will be unable to amend once manucfaturing has began (usually within 24 hours).
In the event that goods may be accepted for return, goods cannot be returned in person and we will arrange collection of the product on a day of agreement. A member of the team will issue you a returns reference prior to collection, which you must keep safe. Any item that cannot be returned in its original packaging or in a resaleable condition will strictly not be accepted. We may require photographic imagery of the items’ state prior to collection, as part of our returns procedure.
It is the customer’s responsibility to check the products for damage and to notify us immediately, but no longer than 24 hours. All goods must be signed as ”damaged” if delivered via courier, whether checked or unchecked.
In instances where product is installed by a 3rd party and not ourselves prior to notification of damages, this will automatically void any right to request a replacement, refund or exchange.
A product is classed as a Special Order product when they are made to a customer’s own specification. This includes but is not limited to:
- Shower Trays manufactured by Acquabella
- RAL/custom colour products
- Bespoke Bathroom Furniture
- Bespoke Showering Wall panels
- All products with an expected delivery time of over 7 working days
Any bespoke item purchased with the option to add an RAL colour must be confirmed with both the customer and the company prior to manufacture. It is the customer’s responsibility to provide an accurate RAL colour, as the company will not accept liability for false information.