Returns & refunds
Your cancellation rights as a consumer, how to send goods back, and when a restocking fee can apply.
Last updated: 31 August 2026 · Seller: BMF Limited t/a Washlets Direct
Restocking in one line: there is no restocking fee if you cancel inside the 14-day cooling-off window and return unused goods. A 35% restocking fee applies only if we agree, as a goodwill gesture, to take goods back after that window. Faulty or mis-described goods never attract a restocking fee.
1. Who this policy is for
This policy is written for consumers (individuals buying for personal use). Trade / business buyers do not have the statutory 14-day cooling-off right. Trade returns are by agreement only — see Terms.
Nothing here reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
2. 14-day cooling-off (distance sales)
If you buy online as a consumer you may cancel for any reason. The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. If an order arrives in more than one consignment, the period ends 14 days after the day the last item is received.
How to cancel
- Email [email protected] within the cancellation period. A phone call alone is not enough — we need it in writing. You may use the model form at the bottom of this page.
- Then send the goods back within 14 days of telling us, to the depot address we give you. Do not send goods back unannounced.
Condition of goods. You may inspect the goods as you would in a shop. If you install them, connect water or electricity, or otherwise use them beyond inspection, we may deduct for loss in value. Installed sanitaryware is normally not a cooling-off return.
Who pays return carriage? On a cooling-off return of unused goods, you pay the return postage unless we supplied the wrong item or the item is faulty. These products are large and often palletised — ask us for a collection quote before you ship.
What we refund. The price of the goods plus standard delivery. We may withhold the extra cost of any upgraded / timed delivery you chose. Refunds go to the original payment method without undue delay and within 14 days of the later of: (a) the day we receive the goods back, or (b) the day you provide evidence of return.
No restocking fee applies to a valid cooling-off cancellation.
Bundles sold as one set must be returned complete (seat, pan and any extras that shipped as part of that SKU). Missing parts may reduce the refund.
3. After the 14-day window (discretionary only)
We do not have to accept change-of-mind returns once cooling-off has ended. If we agree to a goodwill return:
- goods must be unused, complete and resaleable in original packaging;
- you pay return carriage;
- a 35% restocking fee is deducted from the product price;
- we will confirm this in writing before you send anything.
4. Faulty, damaged or wrong goods
Your rights under the Consumer Rights Act 2015 apply in full (briefly: short-term right to reject, then repair or replacement, then a further refund if the fault is not fixed). Manufacturer warranties sit on top of those rights — see Warranty & guarantees.
Visible transit damage or shortage. Please photograph the carton, the label and the damage, note it on the driver’s device, and email us within 24 hours. That 24-hour request exists so we can claim against the carrier. It does not cut down your legal rights if a fault appears later.
We will repair, replace or refund faulty or incorrectly supplied goods. You will not pay return carriage in those cases and no restocking fee is charged.
5. What we cannot take back as a standard return
- Goods that have been installed, plumbed, wired or otherwise used beyond inspection (unless they are faulty)
- Bespoke / made-to-order items where the law allows us to exclude cooling-off
- Incomplete sets (missing remote, hose, fixings or documentation)
- Unauthorised shipments sent to the wrong depot
6. How to start a return
- Email order number, items, reason and photos if relevant.
- Wait for a returns note and the correct depot address.
- Pack as received. We cannot collect from a site that has already fitted the product unless it is a fault claim we have authorised.
7. Inspect on arrival
Check the packaging before you sign. If the carton is crushed or wet, photograph it on the vehicle where you can, note “damaged” on the device, and keep all packaging until the claim is closed. Store products dry and frost-free until installation day.
8. Contact
Email [email protected] · Phone 0113 266 0096 (Monday–Friday 09:00–16:00) · Showroom / office: BMF Limited, 248 Meanwood Road, Leeds LS7 2HZ (appointment only). Registered office: Ground Floor, Techno Centre, Station Road, Horsforth, Leeds LS18 5BJ.
Complaints: Complaints & ADR.
Model cancellation form
To BMF Limited t/a Washlets Direct, 248 Meanwood Road, Leeds LS7 2HZ · [email protected]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*], ordered on [*]/received on [*].
Name of consumer(s): ____________________________
Address of consumer(s): ____________________________
Order number (if known): ____________________________
Signature (only if this form is notified on paper): ____________________________
Date: ____________________________
[*] Delete as appropriate. Email is accepted.