BATHROOM BRANDS IT

Purchase Now

Refund and Returns Policy

Effective Date: May 16, 2026

Thank you for shopping at bathroomit.com. This Refund and Returns Policy governs the purchases made on our website operated by Bathroom Brands IT d.o.o. (“we,” “us,” or “our”).

We want you to be completely satisfied with your bathroom products. If you are not entirely happy with your purchase, we are here to help. Our policy is designed to comply with EU consumer protection laws and Croatian national regulations.

1. No “Refund-Only” Policy (Strict Requirement for Returns)

We strictly do not allow “refund-only” transactions.

To receive a refund, price adjustment, or replacement for any item, you must physically return the product to us. We will not issue any refunds, processing credits, or reversals of payment while the product remains in your possession.

  • No Exceptions: This policy applies to all scenarios, including claims of items being defective, damaged, or not as described.
  • Verification Required: We must receive, inspect, and verify the physical condition of the returned item at our warehouse before any financial compensation is authorized.
  • Refusal of Claims: If you refuse to return the product, your claim for a refund will be automatically denied.

2. Right of Withdrawal (14-Day Cooling-Off Period)

Under the European Union Digital Contracts Directive and Croatian consumer laws, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.

  • Timeline: The withdrawal period expires 14 days from the day you, or a third party indicated by you (other than the carrier), physically receive the goods.
  • Notification: To exercise this right, you must inform us of your decision via a clear statement by email at heids@bathroomit.com.
  • Condition: Items must be unused, uninstalled, in their original packaging, and in the same resaleable condition that you received them.

3. Return Conditions and Eligibility

To qualify for a physical return and subsequent refund, ensure that:

  • The item is within its allowed return window (14 days for change of mind).
  • The item is in its original, undamaged retail packaging.
  • All original components, hardware, installation kits, manuals, and accessories are included.
  • The product shows no signs of installation, assembly, modification, or use.

Non-Returnable Items:

  • Custom-made, bespoke, or personalized bathroom fixtures.
  • Items marked clearly as “Final Sale” or “Non-Returnable” at checkout.
  • Products that have been fully or partially installed.

4. How to Return Your Product

To initiate a return, you must follow our mandatory return process:

  1. Contact Us: Email our customer support team at heids@bathroomit.com with your order number and details of the product you wish to return.
  2. Receive Authorization: Our team will review your request and issue a Return Merchandise Authorization (RMA) number along with the return shipping address.
  3. Pack Securely: Securely pack the item in its original packaging to prevent damage during transit. Write the RMA number clearly on the outer shipping box (not on the product packaging).
  4. Ship the Item: Ship the product back to our official facility:Bathroom Brands IT d.o.o.
    Plehanov put 16,
    10000 Zagreb,
    Croatia

5. Return Shipping Costs

  • Change of Mind / Withdrawal: If you are returning an item because you changed your mind, you must pay the direct costs of returning the goods. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
  • Damaged or Incorrect Items: If the product arrived damaged or we sent the wrong item, we will cover the return shipping costs. Contact us immediately at heids@bathroomit.com to receive a prepaid shipping label. Even for damaged goods, the physical item must be sent back to us before a refund is issued.

6. Inspection and Refund Processing

Once your physical return is delivered to our facility in Zagreb, our quality control team will inspect the item.

  • Inspection Window: We inspect all returns within 5 business days of arrival.
  • Approval/Rejection: We will notify you via email whether your return is approved or rejected based on its physical condition.
  • Refund Issuance: If approved, your refund will be processed immediately. The credit will automatically be applied to your original method of payment.
  • Timeline: Please allow 7 to 14 business days for the refund credit to appear on your bank or credit card statement, depending on your financial institution.

7. Damaged, Defective, or Faulty Items

If you receive a product that is broken, structurally defective, or faulty, you are fully protected by statutory legal guarantees under Croatian law.

  • Reporting: You must report any transit damage or manufacturing defects within 48 hours of delivery by emailing heids@bathroomit.com with photos of the issue.
  • Mandatory Return: Our customer service team will arrange for the physical collection of the item. We reiterate that a replacement or refund will only be initiated after our warehouse receives and validates the physical defective unit.

8. Contact Information

For any questions regarding our strict physical return requirements, withdrawal process, or refund status, please contact us:

  • Company Name: Bathroom Brands IT d.o.o.
  • Address: Plehanov put 16, 10000 Zagreb, Croatia
  • Email: heids@bathroomit.com
  • Phone: +385(1)3470258