Online Terms and Conditions

At Heritage Bathrooms we always endeavour to offer the very best service, even when you need to return goods to us. Whilst we hope that the goods you have ordered are exactly what you wanted, we understand that occasionally an issue may occur such as a fault, damages or you have simply changed your mind. Please note our General Terms and Conditions of Sale, which are available on this site, will also apply.

Please read the following important terms and conditions before you buy anything on our website and check that they contain everything which you want and nothing that you are not willing to agree to.

Summary of some of your key rights:

By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134 say that we must give you certain key information before a legally binding contract between you and us is made (see below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality.

During the expected lifespan of your product you're entitled to the following:

• up to 30 days: if your goods are faulty, then you can get a refund;

• up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;

• up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.


This is a summary of some of your key rights. For detailed information from Citizens Advice please visit or call 03454 04 05 06. The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

This contract sets out:

• your legal rights and responsibilities;

• our legal rights and responsibilities; and

• certain key information required by law.


In this contract:

• We, us or our means Bristan Group Ltd; and

• You or your means the person using our site to buy goods from us.


If you don't understand any of this contract and want to talk to us about it, please contact us by:

• email (emails will be responded to between 9am and 5.30pm Monday to Friday excluding Bank Holidays); or

• telephone 0330 026 8503 (lines are open Monday to Friday 8am to 6pm). We may record calls for quality and training purposes.


Who are we?

We are registered in England and Wales under company number: 1318148. Our registered office is at: 1, Park Row, Leeds, West Yorkshire, LS1 5AB. Our VAT number is: GB 705315956.


1. Introduction

1.1 If you buy goods on our site you agree to be legally bound by this contract.

1.2 You may only buy goods from our site for non-business reasons. If you are a business you will be subject to separate terms and conditions.

2. Information We Give You

2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:

2.1.1 Read the acknowledgement email (see clause 3.2.1); or

2.1.2 Contact us using the contact details at the top of this page.

2.2 The key information we give you by law forms part of this contract (as though it is set out in full here).

2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3. Ordering Goods From Us


3.1 Below, we set out how a legally binding contract between you and us is made.

3.2 You place an order for our spares products on the site by visiting the page of the goods you want to buy, click Add to Basket. You can then visit the checkout and click Submit Order and enter your delivery details. You do not need to register. Click on Proceed and then agree to the T&C’s before clicking “Confirm and Pay”. You will be then taken to our payment system (operated by Paypal) and you can either use your Paypal account or pay by Credit or Debit Card. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.

3.2.1 When you place your order at the end of the online checkout process (eg when you click on the Pay Now button), we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.

3.2.2 We may contact you to say that we do not accept your order. This is typically for the following reasons: (a) you are resident outside the United Kingdom; (b) the goods are unavailable; (c) we cannot authorise your payment; (d) you are not allowed to buy the goods from us; (e) you have ordered too many goods; or (f) there has been a mistake on the pricing or description of the goods.

3.2.3 We will only accept your order when we email you to confirm this (Confirmation Email). At this point: (a) a legally binding contract will be in place between you and us; and (b) we will dispatch the goods to you.

4. Delivery

4.1 Delivery is £6 + VAT carriage charge for all orders, irrespective of order value. 4.2 We do not make deliveries to any addresses outside of the UK.

4.3 We are open Monday to Friday, 08:00 to 17:30 and do not despatch or deliver at weekends. 4.4 If something happens which: 4.4.1 is outside of our control; and

4.4.2 affects the estimated date of delivery; we will let you have a revised estimated date for delivery of the goods.

4.5 Delivery of the goods will take place when we deliver them to the address that you gave to us.

4.6 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:

4.6.1 let you know;

4.6.2 cancel your order; and 4.6.3 give you a refund.

4.7 If nobody is available to take delivery, please contact us using the contact details at the top of this page.

4.8 You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.

4.9 We ask that you fully inspect all goods received on the day they are delivered. For goods which are damaged or are faulty, and to ensure a speedy resolution, we ask that you notify us as soon as possible.

4.10 Delivery of Small Goods (Defined as Toilet Seats, Bathroom and Shower Accessories, Taps and Showers)

4.10.1 Small goods will be delivered to you in a carton by our partner courier, TNT.

4.10.2 Orders processed before 4pm from Monday to Friday will be despatched the same day on a next day service as standard (Friday orders will be delivered the following Monday subject to Bank Holidays).

4.10.3 Unfortunately, we cannot offer a time slot or delivery window but the majority of our orders are delivered the next day before midday.

4.10.4 If you are not in to receive your goods, we will leave a card with further instructions about arranging a repeat delivery.

4.11 Delivery of Larger Goods (Defined as Sanitaryware, Baths, Decorative Radiators, Furniture)

4.11.1 To protect larger goods in transit we shrink wrap them securely to a pallet and these will also be delivered by our partner courier on the same timescale as small goods in clause

4.11.2 Due to the bulky size and nature of larger goods, these must be ordered before midday to qualify for next day delivery.

4.11.3 We operate a kerbside delivery service and you will need to break down the pallet and move the goods into your home. You will also need to dispose of the pallet and outer packaging.

5. Right To Cancel This Contract

5.1 Once we have received payment for the goods, we are unable to cancel the order due to the speed of despatch we offer. Upon receiving the goods you have the right to cancel this contract within 14 days without giving any reason.

5.2 The cancellation period will expire after 14 days from the day you receive the goods.

5.3 To exercise the right to cancel, you will need a Returns Material Authorisation (RMA) Number. To receive your RMA number please email with the following details:

5.3.1 Your order number;

5.3.2 Name, address and contact number;

5.3.3 Email address;

5.3.4 Reason for return e.g the goods no longer work and you exercise your 14 day cancellation right / leaking / damaged / manufacturing fault;

5.3.5 Number of goods for collection including product codes; and

5.3.6 If the goods are faulty please describe the fault.

5.4 We will then provide you with an RMA number which should be included in the parcel with your return. 5.5 You can use the model cancellation form set out in the box below, but it is not obligatory. Cancellation form To I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*], Order number Ordered on [*]/received on [*] Name of consumer(s) Address of consumer(s) Email address Contact number(s) Reason for return Signature of consumer(s) (only if this form is notified on paper), Date [*] Delete as appropriate

5.6 You can notify us of your intention to cancel by calling us on 0330 026 8501 or emailing and providing us with your RMA number.

5.7 To meet the cancellation deadline, you must inform us of your decision to cancel this contract by a clear statement in accordance with clause 5.6 above. It is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

6. Effects Of Cancellation

6.1 If you cancel this contract, we will reimburse to you all payments received from you.

6.2 You are responsible for the costs of returning the goods.

6.3 Please note we cannot accept returns at our distribution centre in person. Please arrange a carrier of your own choice. 6.4 We will make the reimbursement without undue delay, and not later than:

6.4.1 14 days after the day we received back from you any goods supplied; or

6.4.2 (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

6.4.3 if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

6.5 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

6.6 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

6.7 Please re-package the goods and return them to:- Heritage Bathrooms, Pooley Hall Drive, Birch Coppice Business Park, Dordon, Tamworth, B78 1SG. 6.8 All goods must be returned in their original packaging and be in a re-saleable condition. The goods and packaging must not be marked or damaged. We will not accept or refund any goods damaged whilst in your possession or whilst in transit back to us.

7. Payment

7.1 We accept the following credit cards and debit cards: Visa/Visa Debit/Electron, American Express, Maestro, Discover, Mastercard.

7.2 We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

7.3 Your credit card or debit card will only be charged when the goods are dispatched. 7.4 All payments by credit card or debit card need to be authorised by the relevant card issuer.

7.5 If your payment is not received by us and you have already received the goods, you:

7.5.1 must pay for such goods immediately; or

7.5.2 must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.

7.6 If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.

7.7 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under Clauses 5 and 6. 7.8 The price of the goods: 7.8.1 is in pounds sterling (£)(GBP); and

7.8.2 includes VAT at the applicable rate.


8. Nature Of The Goods

8.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:

8.1.1 are of satisfactory quality;

8.1.2 are fit for purpose; 8.1.3 match the description, sample or model; and

8.1.4 are installed properly (if we install any goods).

8.2 We must provide you with goods that comply with your legal rights.

8.3 The packaging of the goods may be different from that shown on the site.

8.4 While we try to make sure that the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.

8.5 Any goods sold:

8.5.1 at discount prices;

8.5.2 as remnants; or

8.5.3 as substandard; will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

8.6 If we can't supply the goods you have ordered we may need to substitute them with alternative goods of equal or better standard and value. In this case:

8.6.1 we will let you know if we intend to do this but this may not always be possible; and

8.6.2 you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

9. Faulty Goods

9.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:

9.1.1 contact us using the contact details at the top of this page; or

9.1.2 visit the Citizens Advice website or call 03454 04 05 06.

9.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

9.3 Please contact us using the contact details at the top of this page, if you want:

9.3.1 us to repair the goods;

9.3.2 us to replace the goods;

9.3.3 a price reduction; or

9.3.4 to reject the goods and get a refund.

9.4 Different product types in the Heritage range offer different lengths of warranty. Please visit the Warranty and Guarantee page for further details.

9.5 If a fault develops during the warranty period we will confirm whether or not we require it be returned. We may ask for photographic evidence of the fault.

9.6 Once we receive the goods, they will be inspected for the fault and should we concur that a manufacturing fault exists a full refund (exclusive of the cost of returning the goods to us) will be issued. This should be within 5 working days of receipt of your goods. If the goods have been installed, damaged or shows signs of abuse then a refund will not be issued and the goods may be returned to you.

10. End Of The Contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

11. Limit On Our Responsibility To You

11.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for:

11.1.1 losses that: (a) were not foreseeable to you and us when the contract was formed; or (b) that were not caused by any breach on our part;

11.1.2 business losses; and

11.1.3 losses to non-consumers.

12. Disputes

12.1 We will try to resolve any disputes with you quickly and efficiently.

12.2 If you are unhappy with: 12.2.1 the goods;

12.2.2 our service to you; or

12.2.3 any other matter; please contact us as soon as possible.

12.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:

12.3.1 let you know that we cannot settle the dispute with you; and

12.3.2 give you certain information required by law about our alternative dispute resolution (ADR) provider (if any).

12.4 If you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this contract.

12.5 Relevant United Kingdom law will apply to this contract.

13. Third Party Rights

No one other than a party to this contract has any right to enforce any term of this contract.