This Returns & Refunds Policy (the “Policy”) forms part of the Sanipex Group Terms and Conditions of Sale (the “Terms”). If any inconsistency, the Terms take precedence for the applicable contract.

Operational details in this Policy may be updated from time to time without affecting Orders already accepted, save where required by law.

This Policy applies to goods purchased from Sanipex Group via our websites, showrooms or remote ordering channels. It addresses eligibility, return methods, inspection, remedies (refund, repair or replacement), timeframes, fees and exclusions. Business Customers and Consumers are both covered; some Consumer protections may be non-waivable under local law (see Regional Annexes).

3.1 Unless the return is due to a verified defect or statutory right the:

• Goods must be in perfect saleable condition, unused, uninstalled, and in their original undamaged packaging with all parts, accessories, manuals and warranty documents included.
• Goods must not have been assembled/disassembled, altered or modified after delivery/collection.
• Proof of purchase (Order Acceptance, invoice or receipt) is required for all returns.
• Tiles/slabs: returns are accepted by full, unopened boxes only.
• Damage-in-transit/shortages must be reported without undue delay and within forty-eight (48) hours of delivery/collection, retaining packaging for inspection.
• In any case, Damages must be reported on the day of delivery and in any event no later than forty-eight (48) hours for apparent damages and no later than seventy-two (72) hours for concealed damages.
• Risk remains with you until the goods are received and signed in at our designated returns facility, unless we arrange the collection under our carrier.

4.1 Change-of-Mind (distance and off premises Consumers where applicable). You may return the Product within the statutory return period applicable in your region, as set out in the Regional Annexes and subject to statutory exceptions. Where no statutory return right applies, or where the Regional Annex is not applicable or does not specify a period, any change of mind return shall be subject to Sanipex’s published returns policy and Sanipex’s discretion (acting reasonably). Delivery fees paid on the original Order are not refundable for change-of-mind returns unless required by law.

4.2 Sanipex Discretionary Return Window (non-faulty, eligible items). Where a statutory return right does not apply, Sanipex may, at its discretion, accept the return of eligible non faulty Products. You must notify Sanipex within [7] calendar days of delivery or collection and return the Product within a further [7] calendar days. This discretionary return window does not apply to trade or project sales, customised or specially ordered goods, or promotional or clearance items.

4.3 Shortage/Damage on Arrival (DoA). Notify us promptly and within forty-eight (48) hours for visible transit damage or shortages; do not install or use affected items.

4.4 Faulty Goods. If a fault appears within the applicable warranty or statutory period, contact us promptly. Remedies may include repair, replacement or refund depending on law and feasibility (see Section 9).

4.5 Mis-delivery/Incorrect Item. Report within 7 days of delivery; do not install or use the item. We will arrange collection and correct fulfilment.

• Bespoke, made-to-order or specially ordered goods, including cut-to-size, colour-matched or engraved items, after production has commenced.
• Hygiene-sensitive items once opened or installed, including toilet seats/covers, bidet seats, hoses, shower heads/handsets, flexible connectors, seals/gaskets, filters and consumables.
• Goods installed, used, modified or damaged after delivery, or returned without original packaging/components.
• Tiles/slabs and other batch-dependent finishes once pallet/box seals are broken, unless defective.
• Items sold and goods purchased during promotions and or clearances.

Returns or remedies may be refused or limited where issues arise from non-fair usage, unsuitable site conditions or lack of required maintenance as defined in the Terms of Sale Policy.

We may request photographs, installation records, water/power quality reports and may conduct a site inspection before determining eligibility.

7.1 Contact us with the Order number, item SKU, quantity, reason and photographs where relevant.

7.2 We will initiate a Return case (RC) for drop-off or with instructions for collection, the return window and any applicable fees. RC and or RMA is raised only if it meets the returns eligibility.

7.3 Where a return is due to a verified defect or a statutory right, Sanipex will arrange collection at no additional cost to you. Where a return is discretionary (change of mind or within the Sanipex discretionary window), return shipping costs are at the Customer’s expense unless otherwise stated in the applicable Regional Annex.

7.4 Pack securely in original packaging with the RC / RMA reference visible. Remove or redact prior labels.

7.5 For collections, ensure safe access and readiness at the agreed slot. Failed collections may attract a failed collection fee per the Shipping & Delivery Policy.

7.6 Our returns centre will acknowledge intake, inspect and confirm the outcome (repair, replacement, refund).

• Original packaging present, intact and suitable for resale with internal protective materials included.
• All accessories, fixings, manuals and freebies/promotional items returned together.
• No installation marks, tool damage, sealant residue, scratches or contamination.
• Serial numbers/barcodes intact and matching Order records.
• Tiles/stone: unopened, labelled boxes; full-box returns only unless agreed.

9.1 Sequence. Where law does not mandate otherwise, we may first offer repair or replacement within a reasonable time. If neither is feasible, a refund may be issued.

9.2 Refund Method and Timing. Refunds are made to the original payment method unless agreed otherwise. Card/bank refunds are subject to banking timelines; allow [4–15] business days from our approval to reflect, depending on your issuer/bank.

9.3 Deductions. Where components are missing or packaging is damaged, reasonable deductions may apply to reflect diminished value (not applicable to valid statutory withdrawals).

9.4 Services. Services already performed (delivery upgrades, installation, cutting/fabrication) are non-refundable once performed unless required by law.

9.5 Business Customers. Remedies for Business Customers may be limited to repair or replacement at our discretion unless mandatory law provides otherwise.

Applicable fees are set out in the Shipping and Delivery Policy and may include:

• Collection and re-delivery fees, including for failed delivery attempts or failed collections.
• Storage fees where Products are not collected or returned within the notified timeframes.
• Restocking fees for discretionary returns, where permitted by law, and where notified at the time of RC or RMA issuance (as applicable to the relevant division).
• Missing parts deductions where intake standards are not met.
• Scrapping or disposal fees where Products are abandoned, rejected, or not collected within the applicable timeframe.

If a Product is to be collected following completion of a service and is failed to be collected within seven (7) working days, Sanipex may levy reasonable charges, including storage, dismantling, handling and, where applicable, scrapping or disposal charges.

Where a Product is assessed as not eligible for return, the Customer must collect it within seven (7) working days of notification. If the Product is not collected within such period, storage fees may accrue. If the Product is not collected within ninety (90) calendar days of notification, Sanipex may dispose of the Product at its discretion, without further liability, and may recover any applicable charges.

Risk in returned goods remains with you until signed intake at our returns facility unless we arranged the collection using our carrier. Title re-transfers to us on intake or refund, whichever occurs first. We may reject goods that present a health/safety risk or are inadequately packaged.

Where stock allows, we can facilitate like-for-like exchanges. Price differences and additional charges must be settled prior to dispatch. Exchange shipments follow the Shipping & Delivery Policy.

We may restrict or decline returns in cases of excessive or unreasonable return behaviour, suspected misuse or breach of the Terms, including the Fair Usage clause.

Return addresses and contact channels are stated on the Imprint and on the RC /RMA. For privacy matters related to returns (e.g., images, access details), see our Privacy Notice.

Nothing in this Policy excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited. Subject to mandatory consumer protections, our maximum liability under this Policy shall not exceed the original purchase price paid for the relevant goods.

We may update this Policy from time to time. The version and Effective Date appear at the top.