Terms & Conditions

The following Terms of Business relate to sales between Custom Basins Limited and purchasers of our products. “We”, “us” and “our” mean Custom Basins Limited. “You” and “your” mean the purchaser.

A consumer is an individual buying wholly or mainly for purposes outside their trade, business, craft or profession. A business customer buys for business purposes and may be a company, organisation or self-employed individual. The purpose of the purchase determines which provisions apply.

Please read these terms before ordering. Contact info@custombasins.co.uk if you need clarification. Nothing in these terms excludes or restricts rights or liabilities that cannot lawfully be excluded or restricted. In particular, the consumer provisions below take precedence over any conflicting general provision.

1. Ordering

You can order standard products directly from our website at the displayed prices, or contact us by email or social media to discuss your requirements and obtain a bespoke quotation. Due to changes in product and transportation costs, quotations are valid for seven days unless stated otherwise.

The product description, selected options and any specifications agreed in writing form part of your order. The terms agreed when your order was placed apply to that order; later website changes do not automatically alter an existing contract.

2. Tolerance / product dimensions

You are responsible for providing accurate measurements of the space where you intend to position your Custom Basin. Please double-check measurements and allow for skirting boards, sockets and other protrusions. We are not responsible for an item failing to fit because you supplied inaccurate measurements, provided we supplied the agreed product and dimensions.

Because of materials and production processes, dimensions may vary within a tolerance of ±2mm on furniture, ±2% on cast mineral basins and ±5% on ceramic products. Cast basins are designed for hot water up to a maximum of 65°C; this temperature must not be exceeded. Ceramic surfaces may contain minor imperfections inherent in the material. These tolerances do not excuse goods that are faulty, misdescribed or otherwise fail to meet your applicable legal rights.

Sanitaryware may carry branding from the relevant manufacturer.

3. Lead times

Lead times vary by product and selected options. Refer to the lead time stated for the product or build option when ordering, or the estimate agreed in your quotation. Where a listing states 7–10 days, this means 7–10 working days.

For standard orders, the lead time starts once the order has been placed and paid for. For orders requiring confirmation of choices or specifications, it starts only once all choices have been confirmed and payment or the agreed deposit has been received, whichever happens later.

We will notify you when your order is dispatched or ready for collection. Please wait for collection confirmation before travelling. If we become aware of a delay, we will let you know. These estimates do not remove any legal rights concerning an agreed delivery deadline or a failure to deliver.

4. Pricing and payments

The price, applicable VAT and delivery charges will be shown or confirmed before you place your order. For consumer purchases, the total payable includes applicable VAT.

We also accept PayPal. Any PayPal Pay in 3 arrangement is provided separately by PayPal, subject to its eligibility checks and terms. Please refer to PayPal's own terms and conditions.

5. Installation and setup

Complete self-contained units are supplied fully built where this is specified in the product listing. Flat-packed units require assembly, and plumbed-in options require the appropriate plumbing installation. What is included depends on the product and build option you selected.

Read the supplied setup, installation and care instructions before use. Where a QR code is provided inside the unit, it links to the setup instructions. Use the product only as instructed and arrange any necessary installation by a suitably competent person.

We recommend that you do not book inspections or tradespeople until your goods have arrived and have been checked.

6. Delivery and collection

We will use the delivery or collection method selected for your order. Delivery orders are sent to the address agreed at purchase. You may request an address change before dispatch without an address-change penalty. Other changes to the product or specifications must be agreed with us, including any effect on price or lead time.

After dispatch, an address change may result in carrier charges, including a change of depot. We will explain any additional charge and obtain your agreement before arranging the change.

UK delivery is free on orders over £1,000. For orders under £1,000, delivery costs £50. Any applicable delivery charge is shown at checkout before payment.

For kerbside pallet delivery, arrange suitable help to receive and safely move your unit into the premises. The driver does not carry the unit inside. Courier delivery arrangements for flat-packed or other products are as described for the selected option.

For collection orders, wait until we confirm the order is ready, then follow the collection location and instructions supplied for your order.

7. Damage, cancellation and returns

Damage or faults

We inspect and test our units before dispatch and photograph them before distribution. Please inspect the packaging and goods on arrival. If visible damage is apparent, tell the driver, photograph it where possible, and contact us promptly. Where practical, refuse a visibly damaged delivery and let us know.

Accepting or signing for delivery does not remove a consumer's legal rights concerning damage, faults or goods that are not as described. Where we arrange delivery to a consumer, the goods remain at our risk until the consumer, or a person they identify to receive them, takes physical possession, except where the law provides otherwise for a carrier independently commissioned by the consumer. Contact us directly about a delivery problem; we will deal with our carrier where appropriate.

Our voluntary cancellation promise before dispatch

If you cancel your order before it has been dispatched, we will refund the payments you have made for that order in full. For an order being collected, this promise applies before you take collection. This voluntary promise is additional to your legal rights. After dispatch or collection, the provisions below apply according to the type of purchase and the reason for cancellation.

Consumers: change-of-mind cancellation for eligible distance purchases

For eligible online, telephone or other distance purchases, you may cancel without giving a reason from placing the order until 14 days after the day you, or your nominated recipient, receive the goods. Where one order is delivered in separate consignments, the applicable cancellation period normally runs from receipt of the last goods. Collection of an online order does not by itself remove this right.

Tell us clearly that you wish to cancel by emailing info@custombasins.co.uk, writing to our address below or calling 07368 455286. Include your name and order number if available. You may use the cancellation form below, but you do not have to. Prior return authorisation is not a condition of exercising a statutory cancellation right.

Unless we have agreed to collect the goods, return them within 14 days after notifying us of cancellation. Package them suitably to protect them in transit.

For a valid statutory cancellation of the whole order, we will refund the price and the standard outbound delivery charge paid. If you chose a more expensive delivery service, we need only refund the cost of our least expensive standard delivery service. We will not charge a cancellation, restocking or general business-loss fee for exercising this right.

You bear the direct return cost only where we provided the required information before the contract was made. For goods that cannot normally be returned by post, such as a pallet-sized unit, this includes the required return-cost information or reasonable estimate. Where we did not provide the required information, we will bear that return cost. A quote given only after cancellation does not retrospectively impose a charge.

Where legally permitted, we may deduct a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We will explain any deduction.

We will make the refund without undue delay and within the applicable legal deadline: normally within 14 days after receiving the goods back or evidence that you have returned them, whichever is earlier. If we have offered to collect them, or no goods were supplied, the applicable deadline is normally 14 days after you notify us of cancellation. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

Consumers: goods made to your specifications or clearly personalised

The statutory change-of-mind cancellation right does not apply to goods that fall within the legal exception for goods made to your specifications or clearly personalised. A product being called “bespoke”, being manufactured after ordering, or being selected from standard options does not by itself establish that exception.

Our voluntary promise before dispatch or collection still applies as stated above. Afterwards, where no statutory cancellation right applies, any voluntary cancellation or non-faulty return must be agreed with us. Any agreed charge must be lawful, fair and proportionate to losses directly caused by the cancellation, taking account of costs saved and amounts recovered through resale or reuse. This exception does not affect rights relating to faulty, damaged or misdescribed goods, or other rights arising from our breach of contract.

Business customers: cancellation and non-faulty returns

The consumer cooling-off right does not apply to purchases for business purposes. Our voluntary full-refund promise before dispatch or collection applies as stated above.

After dispatch or collection, a cancellation or return of non-faulty goods requires our written agreement. Please request a non-faulty return within 14 days of delivery or collection. We will explain any proposed deductions before agreeing the return.

Where permitted by the contract and applicable law, deductions may include the outbound transport already incurred, return or redirection transport, reasonable handling or restocking costs, and other reasonable, documented losses directly resulting from the cancellation. We will take reasonable steps to minimise losses and account for costs saved and sums recovered through resale or reuse. We will not recover the same loss twice or impose an arbitrary penalty.

Goods must be returned suitably packaged. Any justified deduction for damage caused during return will be explained. These provisions concern cancellation and non-faulty returns; they do not remove contractual or legal remedies for faulty or misdescribed goods.

Contact and return address

Custom Basins Limited
Unit 6 Enterprise House
Cheney Manor Industrial Estate
Swindon, SN2 2YZ
Telephone: 07368 455286
Email: info@custombasins.co.uk

Optional consumer cancellation form

To: Custom Basins Limited, Unit 6 Enterprise House, Cheney Manor Industrial Estate, Swindon, SN2 2YZ; info@custombasins.co.uk.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods: ____________________
Order number (if available): ____________________
Ordered on / received on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if this form is sent on paper: ____________________
Date: ____________________
Delete as appropriate.

8. One-year warranty

Our one-year warranty covers taps, automatic water pumps and water heaters against faulty materials or manufacturing defects, provided they have been installed and maintained in accordance with our installation, user and care instructions. It does not cover normal wear and tear.

This commercial warranty applies in the UK to the original purchaser and is not transferable on resale. It is additional to, and does not replace or restrict, statutory rights. Consumer rights are not limited to the duration of this warranty.

Provide suitable ventilation in environments prone to steam or damp. Dry excess splash and do not leave spills standing on the unit.

If a covered part fails, contact us with your original invoice and supporting evidence. We may ask you to return the part for inspection and testing; a return label will be provided. We will arrange an appropriate repair or replacement where required.

Any chargeable call-out and mileage fee will be explained and agreed in advance. We will not charge a consumer for a remedy that the law requires us to provide without charge. Where replacement is appropriate, any different equivalent product or part will be agreed as necessary.

The commercial warranty covers the relevant products and parts, rather than providing general compensation for business losses or installation costs. This does not exclude liability or remedies that cannot lawfully be excluded, including applicable consumer rights.

Send warranty claims to info@custombasins.co.uk with a copy of the invoice and supporting evidence.

9. Guidelines for care and maintenance

Units

Wipe up spills and condensation immediately with a clean cloth. Clean furniture with a damp cloth and then dry it. Avoid cleaners or polishes containing abrasives, solvents, acid or ammonia.

Ceramic, cast mineral and stainless steel basins

Clean with a damp cloth, water and soap or very mild detergent, then rinse and polish with a soft cloth. Avoid cleaners containing abrasives, solvents, acid or ammonia. Do not use caustic soda or bleach. Follow the full care instructions supplied with the basin.

Taps

Clean gold, chrome and black finishes with warm water and a soft cloth. Rinse, dry immediately and buff with a dry, clean, soft cloth.

10. Additional information

Furniture and colour reproduction

Timber finishes are wood effects. Although we take care to match finishes, variations can occur between materials, suppliers, batches and manufacturing processes. Colours may also appear different under different lighting and on different displays or printed materials.

These natural or reproduction variations do not excuse goods that fail to match their agreed description or applicable legal requirements.

Materials and specifications

We continually develop our products and may update specifications for future orders. We will not make a material change to an existing order's agreed specification without obtaining any agreement required by the contract and applicable law.

11. Marketing

We reserve the right to use product images we take across our website and social media channels. We welcome your tags, mentions and features and will ask permission and credit you when reposting your content.

Custom Basins Limited is registered in England with company number 14159761 at Unit 6 Enterprise House, Cheney Manor Industrial Estate, Swindon, SN2 2YZ.