Refund policy


Last updated: August 17th, 2026

At BathHQ, we want you to love your purchase. This policy explains your rights and our procedures for returns and refunds. We aim to be fair and transparent for our customers.

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

As this is a distance (online) contract, UK customers have a statutory right under UK law to cancel their order for any reason within 14 days of receiving the goods.

  • You must notify us within 14 days of the day you receive the goods.
  • Once notified, you have another 14 days to return the item(s) to us.
  • You do not need to provide a reason.

How to cancel: Email us at bathhquk@gmail.com with your order number and a clear statement that you wish to cancel.

2. Refunds for Change of Mind / Cooling-Off Returns

If you cancel within the cooling-off period and return the goods in their original, unused, and resalable condition (including original packaging, tags, and labels intact):

  • We will refund the full amount you paid for the goods (excluding original delivery charges).
  • You are responsible for the cost of returning the goods to us.

We will process your refund within 7 business days of receiving the returned items in acceptable condition.

3. Faulty, Damaged, or Not as Described Items

If the goods are faulty, damaged on arrival, or not as described:

UK Customers (under the Consumer Rights Act 2015):

  • You can request a full refund within 30 days of receipt.
  • After 30 days but within 6 months, we may offer a repair, replacement, or partial refund depending on the circumstances but not guaranteed.
  • We will cover reasonable return shipping costs for faulty items.

4. Non-Returnable Items (Exceptions)

The following items cannot be returned under the change-of-mind / cooling-off period:

  • Personalised or custom-made items (made to your specifications).
  • Items with a hygiene seal that has been broken.
  • Items that have been washed, used, or altered beyond reasonable inspection for fit and quality.
  • Any item returned in a condition that is not resalable.

We reserve the right to refuse a return or issue only a partial refund if items are not returned in their original, saleable condition.

5. How to Return an Item

  1. Contact us first at bathhquk@gmail.com with your order number and reason for return.
  2. Package the item securely in its original packaging.
  3. Include a note with your order number (optional but helpful).
  4. Send the parcel to the return address we provide in our response email.

We strongly recommend using a tracked delivery service. We are not responsible for items lost in transit during returns.

6. Refund Processing

  • Refunds will be issued to the original payment method.
  • It may take up to 7–10 business days for the funds to appear in your account (depending on your bank or card provider).
  • We do not charge restocking fees for valid returns.

7. Exchanges

We may be able to offer direct exchanges. If you need a different size or style, please email us and we will advise the next steps.

8. Important Notes

  • This policy is designed to reflect UK consumer law for our UK customers.
  • Delivery charges are non-refundable for change-of-mind returns.
  • We reserve the right to update this policy. The updated version will be posted here with a new “Last updated” date.
  • This policy does not affect your statutory consumer rights under the laws of your country of residence.

If you have any questions about this policy or need help with a return, please contact us at bathhquk@gmail.com or via the live chat on our website.