Delivery and returns

Free standard delivery on all UK mainland orders. Orders usually arrive in 3 to 5 working days. Need it sooner? Express delivery is available at checkout for most items, and the price is shown before you pay.

Questions about your order? Call us on 020 8713 1233, Monday to Friday, 9am to 4pm, or email aftersales@banyetti.co.uk.

Delivery

UK mainland delivery

We deliver across the UK mainland. Delivery prices shown on our website apply to the UK mainland only. Delivery times are in working days (Monday to Friday, excluding bank holidays) and do not include the day you order. The delivery times shown on our website and at checkout are estimates and are not guaranteed. We aim to dispatch and deliver your order quickly, but delays can happen, so we recommend ordering in good time if you are working to a tight schedule.

Delivery surcharges and restricted postcodes

Some postcode areas, including PA, PH, DD, AB, IV, KW and BT, carry a delivery surcharge because of higher carrier costs. If your postcode is in a surcharge area, we will contact you after you place your order to confirm the extra charge. If you choose not to go ahead, we may cancel your order and give you a full refund. These charges apply even if checkout accepted your order without showing a surcharge.

Outside the UK mainland

If you are in the Isle of Man, Isle of Wight, Channel Islands, Scottish Highlands, Scottish Islands, Hayling Island, Portsea Island, Northern Ireland or the Republic of Ireland, please contact us before you order. Delivery to these areas costs more and takes longer. Orders placed without checking with us first may be cancelled or dispatched later.

Small and medium items

Smaller items such as taps, accessories, mirrors and small radiators are sent by tracked courier. Standard delivery usually takes 3 to 5 working days, not including the day you order.

Large and bulky items

Large items such as baths, bathroom furniture and large mirrors or radiators are sent by 2-man courier or pallet delivery. Standard delivery usually takes 3 to 5 working days.

• 2-man courier: you will be told 24 hours before delivery. Time slots are only available on the day of delivery.
• Pallet delivery: your order goes to a local depot, which will contact you to book a delivery date that suits you. This helps avoid failed deliveries, which can lead to a re-delivery charge.

Delivery is to the kerbside or the nearest accessible point. You are responsible for moving items into your property and for getting rid of any pallets and packaging.

Colour samples

Furniture colour samples are sent free by Royal Mail Tracked 48.

Missed deliveries

If a delivery fails because no one is at the property, a re-delivery charge will apply before we can arrange another attempt. We will email you when your order is on its way, so please make sure someone is there to accept it. Our delivery partners may call ahead, but this is not guaranteed.

Refused deliveries

If you refuse a delivery at the door or ask the courier to cancel it, the delivery charge will not be refunded. If your order had free delivery, we will deduct the actual cost of sending it from your refund. For pallet deliveries this can be more than £100 plus VAT. Please check you have ordered the right items and that someone will be there to receive them.

Returns and refunds

How do I start a return?

Email aftersales@banyetti.co.uk with your order number, your full name and the reason for the return, so we can process it quickly.

Please do not write on or damage the original packaging, as this may void your refund. Only use clear tape to reseal packages. Other coloured tapes may invalidate your return.

What is your returns policy?

You can return items within 28 days of delivery for a refund. Just let us know within that time and send the goods back to us. This is longer than the 14-day cancellation period set by the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and it does not affect your legal rights.

What condition must items be in?

Returned items must be unused, undamaged (beyond reasonable inspection) and in their original packaging, with all fittings, instructions and labels included. Items that are damaged, installed, or used beyond checking will be refused.

Who pays for return delivery?

You are usually responsible for the cost of returning an item, unless it is faulty, damaged or incorrect. We can arrange a collection for you, depending on your postal area, and take the collection cost off your refund.

Are there any restocking fees?

We do not charge a restocking fee if you return items within 28 days of delivery and in an acceptable condition. Returns after 28 days are at our discretion and may be charged a restocking fee of up to 25% to cover handling and loss of value.

Large or special-order items

Some items, such as baths and other large or special-order products, need extra care when they are returned because of their size and handling. In some cases there are extra restocking or collection charges to cover these costs. We will always confirm any charges with you before we arrange a return or collection, so there are no surprises and you can decide how you would like to go ahead.

Can I return an item after installing it?

Installing an item means you accept it, and your cancellation rights end. This does not apply if the product develops a manufacturing defect, which is covered by our warranty. Please check every item carefully before it is installed.

What if my item arrives damaged or incorrect?

Please report any damage, missing parts or incorrect items within 72 hours of delivery, or within 24 hours for large items such as baths and vanity units. Email aftersales@banyetti.co.uk with your order number and details of the problem. We will arrange a replacement or refund and cover the return delivery where this applies. Items that have been installed cannot be returned.

How long does a refund take?

Once we have received and inspected your return, refunds are usually processed within 7 to 10 working days. Your bank may take a little longer before the money shows in your account.

Important instructions for returns

• Do not write on or damage the original packaging, as this may void your refund.
• Only use clear tape to reseal packages. Other tapes may invalidate your return.
• Include a receipt, packing slip or proof of purchase inside the package.
• We cannot accept items that are damaged, used, or returned without following these instructions.

Please send returns to: Banyetti Ltd, Returns Department, Vernon House, Blackburn, BB2 2AX.

How do I exchange an item?

Call our customer service team on 020 8713 1233, Monday to Friday, 9am to 4pm, or email aftersales@banyetti.co.uk, and we will help with your exchange.

What are my rights under UK law?

Under the Consumer Rights Act 2015, you have the right to receive goods that are as described, of satisfactory quality and fit for purpose. If goods are faulty or not as described, you are entitled to a repair, replacement or refund. Our returns policy is designed to comply fully with these rights.