Returns & Refunds Policy — Sink & Son

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Changed your mind? — 14-day cancellation

• You may cancel your order for any reason within 14 days, starting the day after the goods are delivered to you (or your nominated recipient).
• To cancel, email support@sinkandson.com with your order number, or write to us at our registered office. A clear statement is all that's needed — no reason required.
• After cancelling, you have a further 14 days to send the goods back.
• We will refund you within 14 days of receiving the returned goods or your proof of postage, whichever is earlier, to your original payment method.
• Your refund includes the item price plus our standard delivery charge. Upgraded/express delivery charges are not refundable.
• Return postage is at your cost. Please use a tracked, insured service — the goods are your responsibility until they reach us.

2. Condition of returned items

• You may open the packaging and handle the goods to the extent necessary to establish their nature, characteristics and how they function. Simply opening or unboxing an item never reduces your refund.
• Items handled beyond this — including taps that have been installed, connected to a water supply, or show signs of fitting (sealant residue, thread marks, missing fittings). In these cases we may deduct an amount from your refund reflecting the actual difference between the price you paid and the realistic value of the item as used or graded stock. Each item is assessed individually against real resale evidence; in our experience, taps that have been fitted typically lose a substantial part of their value, and deductions of half the price paid or more are not unusual.
• We photograph every return on arrival and record serial or batch numbers at dispatch and on return. If a deduction is made, we will share the supporting evidence with you.
• Some products carry a tamper-evident seal on the tap tail or fitting threads. Removing the seal does not affect your legal rights in any way, but a removed seal indicates the tap has been fitted, which may be relevant to any deduction under this section for change-of-mind returns. It has no effect on your rights for faulty goods (see section 3).
• If the item returned to us is not the item we supplied — verified against the serial/batch number and dispatch records for your order — no refund will be made and the item will be held for you to collect or have returned at your cost.
• Please return goods in their original packaging wherever possible. Missing original packaging does not prevent a refund, but may be taken into account when assessing resale value under this section.

3. Faulty, damaged or incorrect items

• Contact us as soon as possible at support@sinkandson.com with photos if an item arrives damaged, is faulty, or isn't what you ordered.
• For faulty goods you are entitled to: a 30-day right to reject for a full refund, then repair or replacement, and a final right to reject if that fails. These rights apply whether or not the item has been installed and can never be excluded.
• No deduction is ever made from a refund for faulty, damaged or incorrectly supplied items, and we cover the return costs.

4. Outlet and graded stock

• Our clearance items are genuine products, accurately graded and described. Any cosmetic imperfection shown or described on the listing forms part of the product description and is not a fault.
• Manufacturer guarantees may not apply to outlet stock. Where stated, items are covered by Sink & Son's own guarantee in addition to your statutory rights, which are unaffected.

5. What we never charge

• No restocking fees. No handling fees. No "approval" process. The only deductions ever made are those described in section 2.

6. Exchanges

The quickest route is to return your item under section 1 and place a new order — we'll process both in parallel.

7. Business purchases

If you buy wholly or mainly for business purposes, the consumer cancellation provisions above do not apply and our trade terms govern instead. Trade customers should order through our trade account route, providing a business name and VAT number where held. Contact us for trade terms before ordering.

8. Questions

Email support@sinkandson.com. We aim to respond within one working day.