Summary
Customer type: Business customers only (B2B). By placing an order, you confirm you are acting wholly in the course of business. Consumer cancellation rights do not apply.
Made to order: All products are bespoke and manufactured to the specifications submitted at checkout.
Change-of-mind returns: Not accepted.
Returns accepted: Only where goods are incorrectly supplied by us, manufactured defective, or damaged in transit (subject to the notification timeframes below).
Return request method: Email to request an RMA (Return Merchandise Authorisation) before sending anything back.
Return shipping cost:
- If the fault is confirmed to be ours or transit damage: Bridgewater Direct covers return collection or reimburses reasonable return carriage (as agreed in writing).
- Any return shipped without RMA approval may be refused.
Refund timeframe: Refunds (where applicable) are processed within 5 business days after returned goods are received and inspected, via the original payment method, with a VAT credit note issued where applicable.
1) Business-to-business sales only
Bridgewater Direct supplies products exclusively to business customers purchasing for company, trade, or professional use. By ordering, you confirm you are not acting as a consumer. Consumer cancellation and “change of mind” rights do not apply.
2) Made-to-order manufacturing and order commitment (no cancellation)
Because production may begin immediately after order placement, orders cannot be cancelled or amended once submitted, including (without limitation) sizes, colours, finishes, cut-outs, quantities, or specification details.
Please ensure all measurements and specifications are correct before placing the order.
3) When returns are accepted
We accept returns only in the following circumstances:
A) Incorrect goods supplied (our error)
If we supply an item that does not match your order confirmation / specification, you must notify us within 5 business days of delivery.
B) Manufacturing defect (our fault)
If there is a manufacturing defect or workmanship issue, you must notify us within 30 days of delivery with supporting details and photographs.
C) Damage in transit
Transit damage must be reported within 48 hours of delivery with clear photographs of:
- the external packaging,
- internal packaging,
- the damaged item(s),
- any label(s) on the package.
If you sign for delivery, you must note visible damage on the delivery receipt (where possible). Reports outside this timeframe may be declined.
4) Returns we do not accept
We do not accept returns for:
- change of mind / no longer required,
- incorrect measurement or specification submitted at checkout,
- site conditions, installation issues, or incompatibility not caused by our manufacture,
- cosmetic damage or loss caused after delivery, storage, handling, or installation,
- returns sent without an approved RMA.
Discretionary returns: If we decide (at our sole discretion) to accept a non-fault return in writing, it will be subject to a 70% restocking/administration charge (goods value only) and all carriage costs remain the customer’s responsibility. (This does not apply to returns accepted under Section 3.)
5) How to request an RMA (Return Merchandise Authorisation)
Before returning anything, email sales@bridgewaterlaminates.co.uk with:
- Order number
- Company name
- Clear description of the issue
- Photographs (where relevant)
- Confirmation of whether the item is unused/uninstalled
If approved, we will issue:
- an RMA reference, and
- the return address and return instructions.
Any goods returned without an RMA may be refused and returned to you at your cost.
Google expects return policies to clearly state the process, method, and any fees; using an RMA step like this is fine as long as it’s explicit.
6) Return conditions (inspection standards)
Where a return is authorised, goods must be:
- unused and uninstalled (unless the issue could not reasonably be identified prior to installation),
- returned complete with all panels, fixings, and protective materials,
- returned in original packaging (or packaging providing equivalent protection).
We reserve the right to:
- refuse returns that are incomplete, altered, or damaged after delivery (other than confirmed transit damage), and/or
- deduct reasonable costs where deterioration is caused by handling, storage, or attempted installation.
7) Remedies: replacement first, then refund where appropriate
Where a valid claim is confirmed under Section 3, our standard remedy is:
- Replacement or rectification (where feasible), then
- Refund if replacement/rectification is not feasible within a reasonable timeframe.
8) Return shipping and costs
- For confirmed our-error / defect / transit damage cases: return carriage will be covered by Bridgewater Direct as agreed in writing (for example, collection arranged by us or reimbursement of reasonable, tracked carriage).
- Customers must not arrange return shipping without RMA approval unless we explicitly instruct otherwise.
- For any discretionary non-fault return (if agreed in writing): customer pays all carriage, and outbound delivery charges are non-refundable.
9) Refund processing and VAT
Where a refund is due:
- Refunds are issued to the original payment method.
- Refunds are processed within 5 business days after goods are received and inspected, and a VAT credit note will be issued where applicable.
- Outbound delivery charges are refundable only where the return is due to our error or confirmed transit damage.
10) International orders
We do not accept international orders or international returns.
11) Contact
Email: info@bridgewaterdirect.co.uk
