At Roman Sales, we stand behind the quality of our bathroom products and want you to be completely satisfied with your purchase of shower trays, assistive bathing equipment, or commercial bathroom solutions. If for any reason you’re not happy, we offer a straightforward returns and exchange process.

Our Returns Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for return:

  • Items must be unused, in original packaging, and in resalable condition
  • Original proof of purchase is required
  • Certain hygiene-sensitive products cannot be returned (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened packages of Cleaning, Care & Maintenance products
  • Used Assistive Bathing equipment or Bathroom Seats & Shower Stools
  • Custom-cut Cuttable Shower Trays or specially ordered commercial items

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us within 15 days of receipt at [email protected] with your order number and reason for return
  2. Await Authorization – We’ll respond within 2 business days with return instructions
  3. Package Securely – Include all original packaging and accessories
  4. Ship Back – Send to our Southampton address using a trackable service (return shipping is at customer’s expense)
  5. Receive Refund/Exchange – Processed once we receive and inspect the item

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Roman Sales Team,

I would like to request a return/exchange for the following item(s) from order #[Your Order Number]:

Product Name: [Product Name]
Reason for Return: [Reason – e.g., Wrong Size, Damaged, Not as Described]
Preferred Resolution: [Refund / Exchange for [Product Name]]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Processing

Once your return is received and inspected (typically within 3-5 business days):

  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 5-10 business days after approval (varies by payment provider)
  • Shipping Costs: Original shipping fees are non-refundable unless return is due to our error

Exchanges

For exchanges of shower enclosures, grab rails, or other bathroom fittings:

  • Follow the same return process above
  • Clearly state the replacement item required
  • You’ll be responsible for any price difference and additional shipping costs
  • We’ll ship your replacement once the original item is received

Damaged or Incorrect Items

If you receive a damaged item or incorrect product (especially important for commercial bathroom orders):

  • Contact us immediately at [email protected]
  • Provide photos of the damage or incorrect item
  • We’ll arrange a free return label if needed and expedite your replacement

Commercial Clients Note

For trade customers with bulk orders of shower valves, enclosures, or commercial bathroom equipment, please contact our team directly for customized return arrangements that account for your business needs.

For any questions about our returns policy, don’t hesitate to contact our customer service team at [email protected] or +44 [your phone number]. We’re committed to making your experience with Roman Sales as seamless as our shower solutions.