Returns and Cancellation Policy
We hope you are delighted with your purchase. If you wish to cancel an order, return an item or report a problem, please contact info@custombasins.co.uk.
We primarily supply business customers, including self-employed individuals, sole traders, partnerships and companies. Different cancellation rights apply to business and consumer purchases, as explained below.
Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded or restricted.
1. Business or consumer purchase?
A business purchase is a purchase made for your trade, business, craft or profession. This includes a self-employed person buying equipment mainly for their work, even if they order in their own name or have the goods delivered to their home.
A consumer is an individual buying wholly or mainly for purposes outside their trade, business, craft or profession.
The purpose of the purchase determines which provisions apply. A business name, delivery address or declaration does not, by itself, remove rights that a purchaser legally has as a consumer.
2. Business customers: cancellation and change-of-mind returns
Cancelling a business order
Business purchases do not carry the statutory consumer 14-day change-of-mind cancellation right.
Once a binding order has been placed, cancellation requires our agreement unless you have a separate contractual or legal right to cancel. Please contact us as soon as possible so that we can check whether manufacture, preparation or dispatch can be stopped.
If we agree to a change-of-mind cancellation, we will confirm the cancellation terms and any proposed deductions in writing before you agree to proceed.
Depending on the stage of your order, those terms may include reasonable costs already incurred specifically in fulfilling it that we cannot recover or avoid, such as bespoke materials or manufacturing work. We will take account of costs saved and amounts recovered and will not charge twice for the same loss.
Business orders cancelled after dispatch
If we agree to a change-of-mind cancellation after dispatch, the agreed cancellation terms may include:
Outbound delivery charges or actual outbound transport costs not already covered by those charges.
Actual carrier charges for intercepting, redirecting or returning the goods.
Other reasonable, itemised and unrecoverable costs specifically associated with the order, where agreed and legally recoverable.
Transport costs vary according to the goods, delivery location and carrier. The consumer return-cost cap in section 3 does not apply to business purchases.
We will explain the proposed charges and resulting refund before agreeing the cancellation.
Returning non-faulty business purchases
We will consider change-of-mind return requests received within 14 days of delivery. Acceptance is at our discretion unless your contract provides otherwise.
Goods must normally be unused, uninstalled, complete and in their original packaging. Bespoke or personalised goods will not normally be accepted for change-of-mind returns.
Please obtain our written agreement and return instructions before sending goods back. We will confirm the required condition, return deadline, transport arrangements and any agreed deductions.
Once the return has been received and checked, we will process any agreed refund without undue delay, normally within 14 days of receipt, using the original payment method unless otherwise agreed.
This discretionary cancellation and return arrangements do not govern valid claims concerning faulty, damaged or misdescribed goods, or other breaches of contract.
3. Consumer customers: your right to cancel
Your 14-day cancellation period
For purchases made online, by telephone or through other distance-selling methods, you may cancel without giving a reason, except for the bespoke and personalised goods described below.
You may cancel from the time you place your order until 14 days after the day you, or a person you nominate other than the carrier, receives the goods.
If goods from one order are delivered separately, the period ends 14 days after the day the last item, lot or piece is received.
How to cancel
Email info@custombasins.co.ukor write to:
Custom Basins
Unit 6 Enterprise House
Cheney Manor Industrial Estate
Swindon
SN2 2YZ
United Kingdom
Please provide your name, order number and details of the goods to help us identify your purchase.
You may use the model cancellation form at the end of this policy, but this is optional. Any clear statement communicating your decision to cancel is sufficient.
Send your cancellation notice before the cancellation period expires. Your cancellation does not require our approval.
Cancellation before delivery
Please contact us promptly if you wish to cancel before delivery. We will try to stop dispatch or arrange for the carrier to return the goods.
Dispatch does not remove your statutory cancellation rights. If goods have already been dispatched, you may be responsible for their direct return transport costs as explained below.
We do not charge cancellation, administration or restocking fees for statutory consumer cancellations.
Returning the goods
Unless we have agreed to collect the goods, send them back without undue delay and no later than 14 days after the day you notify us of your cancellation. You meet this deadline if you send the goods before it expires.
Please contact us for return instructions. We may provide a return reference to help identify the goods, but obtaining one is not a condition of your statutory rights and does not change the return deadline.
Send returns to:
Custom Basins — Returns
Unit 6 Enterprise House
Cheney Manor Industrial Estate
Swindon
SN2 2YZ
United Kingdom
Pack the goods securely and include your name and order number. Please use the original packaging where possible, although it is not a condition of your statutory cancellation right.
If you arrange your own carrier, we recommend a tracked service with suitable insurance. Retain proof of dispatch.
Consumer return costs
For change-of-mind cancellations, you must bear the direct return costs where we provided the required information before you ordered.
Our units are bulky and cannot normally be returned by ordinary post. If you ask us to arrange their return, we will charge the direct return transport cost, up to a maximum of £144 including VAT (£120 plus VAT) per cancelled order.
We will confirm the charge before making the arrangements and cover any transport cost above that maximum. The same maximum applies if our carrier returns goods following cancellation after dispatch but before delivery. We will not charge twice for the same return journey.
You may instead arrange and pay for your own suitable carrier. The price of that separate service is agreed between you and your carrier, and our £144 cap does not apply to it.
With your agreement, we may deduct the agreed return transport charge from your refund.
You will not be charged return costs where the law requires us to bear them, including valid returns of faulty, damaged or misdescribed goods.
Inspection and condition
You may unpack and inspect the goods as you reasonably would in a shop to establish their nature, characteristics and functioning.
Please return all parts, accessories and fittings. If handling beyond what is reasonably necessary reduces the goods’ value, we may make a lawful deduction reflecting that actual reduction. Use, installation or damage beyond reasonable inspection may result in such a deduction.
We will explain any deduction. We will not make a deduction for diminished value where the law prevents us from doing so, including where we failed to provide the required cancellation information.
These provisions apply to change-of-mind cancellations and do not restrict your rights concerning faulty goods.
Consumer cancellation refunds
When you cancel your entire order, we will refund the price paid and the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, we do not have to refund the additional amount.
We will refund you without undue delay and:
Where you return the goods yourself, within 14 days after we receive them back or receive evidence that you sent them back, whichever is earlier.
Where we have offered to collect the goods, within 14 days after the day you notify us of cancellation.
Where no goods have been dispatched, within 14 days after the day you notify us of cancellation.
Refunds are subject to any lawful deduction explained in this policy.
We will use the original payment method unless you expressly agree otherwise. No refund fee will apply. An exchange or store credit will only replace a refund with your agreement.
Bespoke and personalised consumer purchases
The statutory change-of-mind cancellation right does not apply to goods genuinely made to your individual specifications or clearly personalised. We will identify any applicable exception before you order.
Making or assembling a product after receiving an order does not automatically make it exempt. Selecting standard options does not, by itself, necessarily make a product bespoke.
If you wish to cancel an exempt order, contact us promptly. We will consider the request and explain any proposed cancellation terms before you agree to them.
Your rights concerning faulty, damaged, misdescribed or unfit goods still apply.
Other consumer purchases
Purchases made at our business premises do not normally carry a statutory change-of-mind cancellation right. Any voluntary return must be agreed with us.
Where a purchase made away from our business premises carries statutory cancellation rights, we will honour those rights and provide the applicable information. Any legal requirement for us to collect goods or bear return costs takes priority over this policy.
4. Faulty, damaged, missing or incorrect goods
Reporting a problem
Please inspect your delivery as soon as reasonably possible. Contact info@custombasins.co.ukif anything is damaged, missing, incorrect or faulty.
Please include your order number, a description of the problem and, where helpful and reasonably possible, photographs.
We would appreciate notification of visible delivery damage or missing items within 48 hours so that we can investigate promptly. This is a request, not a deadline that removes your legal rights.
Business purchases
For business purchases, we will assess the problem under the applicable sales contract and law, including relevant requirements concerning description, quality and fitness for purpose.
Please contact us to agree appropriate inspection, collection or return arrangements. The discretionary change-of-mind conditions in section 2 do not automatically apply to a valid claim that we have breached the contract.
We will provide the remedy required by the contract and applicable law.
Consumer purchases
Goods must be of satisfactory quality, fit for purpose and as described. If they do not meet these requirements, the Consumer Rights Act 2015 provides remedies, including:
A short-term right to reject: normally, you can reject the goods for a full refund within 30 days. This period generally begins the day after delivery and transfer of ownership, and completion of any installation or other necessary action we are contractually required to carry out.
Repair or replacement: after the short-term rejection period, you will generally be entitled to repair or replacement, subject to the statutory rules. This must be provided without charge, within a reasonable time and without significant inconvenience.
Price reduction or final rejection: these remedies may apply where repair or replacement is unavailable, unsuccessful, or not provided within a reasonable time and without significant inconvenience. Any deduction for use will only be made where permitted by law.
We will bear reasonable return costs where you validly reject goods and the necessary costs of a statutory repair or replacement. Please contact us to agree suitable arrangements.
Refunds following statutory rejection will be made without undue delay and within 14 days of us agreeing that you are entitled to a refund, using the original payment method unless you expressly agree otherwise.
5. Operating noise
Our units produce noise during normal operation. Please review the product information and our demonstration video before ordering.
The video is illustrative: playback volume and your device affect how the recording sounds.
If you are concerned about unusual noise or the performance of your unit, contact us so that we can investigate. This information does not restrict your applicable cancellation rights or remedies for faulty or misdescribed goods.
6. Contact us
Email: info@custombasins.co.uk
Postal address:
Custom Basins
Unit 6 Enterprise House
Cheney Manor Industrial Estate
Swindon
SN2 2YZ
United Kingdom
7. Model cancellation form — consumer purchases
Complete and return this form only if you wish to cancel your contract. You may send it by email or post. Using this form is optional.
To: Custom Basins, Unit 6 Enterprise House, Cheney Manor Industrial Estate, Swindon, SN2 2YZ, United Kingdom
Email: info@custombasins.co.uk
I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []/for the supply of the following service [*]:
Ordered on []/received on []:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.