Return Policy – sanitaryware-us.com

Thank you for choosing sanitaryware-us.com as your source for genuine Sanitaryware bathroom and kitchen products. We want you to be completely satisfied with your purchase. However, we understand that sometimes a product may not meet your expectations, or you may have ordered the wrong item. This Return Policy explains your rights and obligations when returning Sanitaryware products purchased through sanitaryware-us.com. Please read it carefully before initiating a return.

Our General Return Philosophy

Because Sanitaryware products are precision-engineered fixtures and often become part of your home’s permanent infrastructure, we take returns seriously. We do not accept returns simply because a customer changed their mind after installation, nor do we accept returns for items that have been used, modified, or damaged by the customer. At the same time, we want to be fair. If you have made a genuine mistake—such as ordering the wrong Sanitaryware faucet finish or an incorrect toilet rough-in size—we will work with you, provided the product remains in original, resalable condition.

Eligibility Criteria for Returns

To be eligible for a return, your Sanitaryware product must meet ALL of the following conditions:

1. Unused and Uninstalled – The product must never have been installed, mounted, connected to water supply lines, or otherwise put into service. Any Sanitaryware item that shows signs of installation (such as plumber’s putty residue, scratches on supply nuts, or water exposure) will be refused for return.
2. Original Packaging – All Sanitaryware products must be returned in their original factory packaging, including inner foam inserts, plastic bags, protective films, and cardboard boxes. Do not write on or tape directly to the original box unless instructed to do so. Defacing the box may make the product non-resalable.
3. Complete Parts and Accessories – Every component originally included with the Sanitaryware product must be present. This includes mounting hardware, cartridges, aerators, supply lines, remote controls (for electronic Sanitaryware fixtures), instruction manuals, and any decorative caps or covers. Missing parts will result in a reduced refund or denial of the return.
4. Within a Reasonable Timeframe – Return requests must be initiated within a reasonable period from the date of delivery. Items requested for return after an excessively long period will not be accepted, as Sanitaryware product lines and packaging may change over time, making resale impossible.
5. Not a Final Sale or Special Order Item – Certain Sanitaryware products are marked as “final sale” or “non-returnable” on their product page on sanitaryware-us.com. These typically include custom-made finishes, discontinued colors, closeout items, and products that were specially ordered from Sanitaryware outside of regular inventory. Please check the product listing before purchasing.

Non-Returnable Items

The following Sanitaryware products cannot be returned to sanitaryware-us.com under any circumstances, except in cases of verified shipping damage or manufacturer defect:

• Electronic or Smart Sanitaryware Products – Once opened, items such as digital shower controllers, smart toilets with electronic seats, or touch-activated faucets cannot be returned due to hygiene and software reset reasons.
• Cut-to-Length Items – Flexible supply lines, hoses, or any Sanitaryware product that has been cut, trimmed, or altered in length.
• Open Box or Clearance Items – Products explicitly sold as “open box,” “scratch and dent,” or “clearance – final sale.”
• Hygiene-Related Products – Bidet seats, toilet seats (unless sealed in original unopened plastic), and shower wands.
• Special Order Colors or Finishes – Any Sanitaryware finish that is not a standard stocked option (e.g., custom gold, matte black with special coating, or non-catalog colors).

How to Initiate a Return

If you believe your Sanitaryware product meets the eligibility criteria above, follow these steps:

1. Visit sanitaryware-us.com and locate your order history. Find the specific Sanitaryware item you wish to return.
2. Submit a return request through your account or via the return portal. You will need to provide your order number, the product model number, and the reason for return.
3. Wait for a return authorization from our team. Do not ship any Sanitaryware product back to sanitaryware-us.com without receiving explicit return authorization and a return shipping label. Unauthorized returns will be refused and sent back to you at your expense.
4. Once authorized, carefully repack the Sanitaryware product in its original packaging. Use additional outer box protection if the original box shows wear.
5. Affix the provided return label to the outside of the package, covering or removing any old shipping labels.

Condition of Returned Products

When we receive your returned Sanitaryware product, our team will inspect it thoroughly. The inspection includes checking for:

• Evidence of installation (water spots, wrench marks, thread sealant, or scratches)
• Damage to ceramic, glass, or metal surfaces
• Missing parts, manuals, or accessories
• Altered or tampered components (e.g., cut wires, drilled holes)
• Original packaging condition

If the Sanitaryware product passes inspection, your return will be approved. If it fails inspection for any reason, we will notify you and offer to send the product back to you at your expense, or we may issue a partial refund based on the diminished value. Items returned with missing parts will be subject to a deduction equal to the cost of replacing those parts with genuine Sanitaryware components.

Refunds

Approved returns will be refunded to your original payment method. The refund amount will be for the purchase price of the Sanitaryware product only. Any original shipping costs paid at the time of order are non-refundable, except in cases where sanitaryware-us.com made an error (such as sending the wrong Sanitaryware model). If you received a free promotional item with your purchase, that item must also be returned, or its value will be deducted from your refund.

Refunds typically process within a reasonable period after the returned Sanitaryware product is received and inspected. Your financial institution may take additional time to post the refund to your account. You will receive an email confirmation once your refund has been issued.

Damaged, Defective, or Incorrect Sanitaryware Products

If your Sanitaryware product arrives damaged, has a verified manufacturer defect, or is not the item you ordered from sanitaryware-us.com, this Return Policy still applies, but you will not be responsible for any associated costs. In these cases:

• Do not install the product. Installation voids your ability to claim damage or defect.
• Document the issue with clear photographs (damaged box, broken ceramic, missing parts, wrong model number, etc.).
• Contact us through sanitaryware-us.com within a reasonable timeframe.
• We will arrange for a replacement Sanitaryware product to be sent to you or issue a full refund, including any original charges. You may also be provided with a prepaid return label to send the damaged or incorrect item back.

Please note that “manufacturer defect” does not include cosmetic preferences such as slight variations in finish color (common with brushed nickel or oil-rubbed bronze), normal molding marks on ceramic, or differences in product appearance compared to online photos. Sanitaryware products are handmade or machine-finished within industry tolerances, and minor variations do not qualify as defects.

Restocking and Restoring Returned Items

Sanitaryware products that are returned in like-new condition may be restocked and resold through sanitaryware-us.com. However, we carefully inspect every returned item. If a product shows any sign of attempted installation, we will not resell it as new. Such items may be donated, recycled, or disposed of at our discretion, and no refund will be issued.

Final Notes

This Return Policy applies exclusively to purchases made on sanitaryware-us.com. It does not cover Sanitaryware products purchased from other retailers, distributors, or marketplaces. By placing an order on sanitaryware-us.com, you acknowledge that you have read, understood, and agreed to this Return Policy. We reserve the right to update or modify this policy at any time. Any changes will be posted on this page. Thank you for your understanding and for choosing sanitaryware-us.com for your Sanitaryware needs.