Return Policy
Return and Refund Policy
You can cancel your order without penalty at any time prior to the goods being dispatched from our warehouse. If the goods have left the warehouse and cannot be delivered due to reasons beyond our control, return charges will apply. These reasons include, but are not limited to:
- The customer cancels the order after the items have been dispatched
- We are unable to complete the delivery due to access issues
- The customer is unavailable or unable to take delivery of the goods
At Insignia Showers, your satisfaction is our priority. Although we are confident that you will be delighted with your purchase, in the unlikely event that you're not completely satisfied with your online purchase and wish to exchange or return an item, please contact us within 14 days of receiving your order.
Exclusions: Please note that bespoke orders, including showers with specific designs such as black, white, carbon, or other customisations making them bespoke to the client and therefore cannot be resold, are exempt from refunds.
Return Process:
To initiate a return, please contact us at support.insigniashowers.com to submit a ticket request or at 01908 317 512 to arrange collection or return of the item. Kindly note that return shipping costs are applicable. Please ensure you contact us within 14 days of receiving your order to initiate the return. Once the return procedure has been started you will then have 14 days to return the item.
Important Note: If the build or installation of the product has begun, this will be considered as acceptance of the product, and a full refund may not be applicable.
Reason for Return & Associate Codes:
- A = Exchange required
- B = Product not required
- C = Item is faulty
- D = Product was not ordered
Returns Form (Pre-authorised):
When you receive your pre-authorisation ticket number from our customer services, please use the attached form to process your return. Fill out the returns form with the required information, including the return reason code (For faulty items (Code C), please specify the exact fault in the comments section.) and the pre-authorised number, and send it with the unwanted items using the returns label provided at the bottom of the form. Kindly note that return postage charges are covered by the customer. We recommend using registered delivery services with tracking or personally to our showroom located at 9a Deans Road, Old Wolverton, Milton Keynes, MK12 5NA
Refunds and Exchanges:
Refunds will be issued to the original payment method (e.g. credit card, PayPal, bank transfer). If an exchange or replacement is required, it will be processed upon receipt of the original part. In case of out-of-stock items, replacements will be placed on backorder or refunded.
Important Instructions:
Instructions for Full Refunds:
To qualify for a full refund, ensure the item meets these criteria:
- Never assembled
- Returned in the original packaging and condition suitable for resale as new
- Opened boxes resealed carefully with transparent, polypropylene-based, pressure-sensitive tape (e.g., Sellotape), avoiding masking or duct tape.
For items purchased through an Insignia retailer, please contact the original provider you’ve purchased from for guidance and to initiate a return process.
Instructions for Partial Refunds:
Items damaged by the customer preventing resale as new are subject to deductions:
- Items not returned in the condition they were delivered
- Damaged original packaging
- Use of duct tape or masking tape on packaging or parts
- Missing or previously assembled parts
Additional Advice:
We recommend taking pictures of all boxes before collection to verify their condition and avoid any re-collection issues. For large items like saunas or showers, we can arrange collection. Charges vary by area and method. Please contact us for a quote.
We are committed to ensuring a smooth return process. If you have any questions or need assistance, please do not hesitate to contact us.
