At Basin Taps Shop, we take pride in offering premium bathroom fixtures including our signature Burlington Claremont traditional taps and Grohe modern taps. While we’re confident in the quality of our designer collections, we understand that sometimes a return or exchange may be necessary. Our policy reflects the same commitment to excellence that defines our products.

Our Returns Promise

We offer a 15-day return policy from the date of delivery for most items in our collection, including:

  • Basin taps
  • Black bathroom taps
  • Bristan modern taps
  • Brushed brass taps
  • Crosswater modern taps
  • Hansgrohe modern taps

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Any tap that has been installed or used
  • Products missing original packaging or documentation
  • Custom orders or specially sourced items

Return Process

To initiate a return or exchange:

Step 1: Contact Our Customer Care

Email our Newcastle-based team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • Product name (e.g., “Brushed Brass Taps – Burlington Claremont”)
  • Reason for return
  • Whether you prefer exchange or refund
Return Request Template: Subject: Return Request – Order #[Your Order Number] Dear Basin Taps Shop Team, I would like to request a return/exchange for my recent order: Order Number: [Insert] Product Name: [Insert] Reason for Return: [Insert] Please advise on next steps. Kind regards, [Your Name] [Your Contact Information]

Step 2: Receive Return Authorization

Our team will respond within 1 business day with:

  • Return authorization number
  • Shipping instructions
  • Return address (Newcastle upon Tyne, UK)

Step 3: Package and Ship

Please ensure:

  • All original packaging and documentation are included
  • The product is in resalable condition
  • You include the return authorization number

Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB) or PayPal account
  • Amount: Original purchase price minus any shipping costs (unless return is due to our error)

Exchange Process

For exchanges (e.g., switching from black bathroom taps to brushed brass taps):

  1. Follow the standard return process
  2. Clearly state your preferred exchange item
  3. Once we receive your return, we’ll ship the new item
  4. Any price differences will be charged/refunded accordingly

Exchanges typically add 3-5 business days to standard delivery times.

Damaged or Incorrect Items

If you receive:

  • A damaged product (e.g., dented Grohe modern tap)
  • An incorrect item (e.g., received Crosswater instead of Hansgrohe)

Please contact us immediately at [email protected] with photos of the issue. We’ll arrange for expedited replacement at no cost to you.

International Returns

For customers outside the UK (excluding restricted Asian and remote regions):

  • Customs documentation must be marked “RETURNED GOODS”
  • Original shipping fees are non-refundable
  • Return shipping costs may be higher – we recommend using tracked services

Questions?

Our Newcastle-based customer care team is available to assist with any questions about returns of our designer tap collections. Contact us at:

Basin Taps Shop
41 Newgate St, Newcastle upon Tyne, GB CH8H 1OY
Email: [email protected]