Refund policy

We think it is important that you are satisfied with your purchase from SanitairLuxe. Should a product not meet your expectations, we will be happy to help you process your return correctly.

To make the returns process as quick and careful as possible, we kindly ask you to read the conditions and instructions below carefully. This helps us avoid unnecessary delays and allows us to process your return efficiently.

Return period

You have the right to return your order within 30 days of receipt without giving a reason. The period starts the day after you (or the last part of your order) have been received.

Refund

After receipt and inspection of your return, we will refund the purchase amount within 14 days to the original payment method. The costs of returning items are always borne by the customer.

Return address

SanitairLuxe, Overwegwachter 6, 3034 KG Rotterdam, Netherlands.
Please first register your return via our returns form and state your order number on or in the package. You can also bring your return to our showroom at the same address.

Large and fragile products

Products such as shower walls, shower enclosures, baths, bathroom vanity units, mirrors, washbasins and other large or fragile items require extra care when being returned.

The customer must arrange the return shipment of these products themselves via a suitable carrier. The costs of returning items are borne by the customer.

We advise you to keep the original packaging, including all protective materials, until you are certain you wish to keep the product. A product that is not packed properly is at greater risk of transport damage.

The risk of damage during return shipment lies with the customer until the product has been received and inspected by SanitairLuxe. If a return arrives damaged or incomplete at our premises due to inadequate packaging or improper transport, this may result in a loss of value or the return may not be credited in full.

Inspection of the return

On receipt, we carefully check every return for any damage, signs of use and whether the product and the supplied parts are complete.

The product must be returned complete, including all supplied parts, accessories, manuals and – where reasonably possible – the original packaging.

If a product has been used beyond what is necessary to assess it, or if damage has occurred during return shipment, we may apply a deduction in value to the amount refunded.

Exceptions

The following products cannot be cancelled or returned:

  • made-to-measure and custom-made products;
  • products ordered specially for you or assembled according to your personal wishes;
  • used or installed products;
  • incomplete products;
  • hygiene products whose seal has been broken.

Not sure whether a product falls under this? Please feel free to contact our customer service in advance.

Business orders

The right of return applies exclusively to consumers. For business orders, returns are only possible with prior permission from SanitairLuxe.

Costs and risk of return shipment

All costs associated with returning a product, including transport, packaging and any insurance costs, are always borne by the customer. This applies in all cases, including for damaged, defective or incorrectly delivered products.

The customer is responsible for proper packaging and a safe return shipment. Any damage or loss during return transport is at the customer's risk until the return has been received and inspected by SanitairLuxe.

Registering a return

You register your return via our online returns form. Please follow the steps below.

Step 1 – Open the returns form
Go to our returns form (also available via our Returns policy page) and enter your order number and the email address used for your order.

Step 2 – Choose the product and reason
Select the product or products you wish to return and state the reason for the return.

Step 3 – Add photos
Add at least 3 photos per product from different angles:

  • the front;
  • the back or side;
  • the packaging.

Step 4 – Send your return
Pack the product carefully, state your order number on or in the package, and send it yourself to SanitairLuxe, Overwegwachter 6, 3034 KG Rotterdam, Netherlands. You can also bring the product to our showroom at the same address.

Returns sent without registering via the returns form or to a different address cannot be processed. Return requests that are not fully submitted cannot be processed immediately.

Damaged, defective or incorrectly delivered products

Have you received a damaged, defective or incorrectly delivered product? Please report this as soon as possible, preferably within 48 hours of receipt, via the returns form. Please add photos of the product, a close-up of the damage and the packaging.

We will assess your report and contact you within 2 working days with a suitable solution. Please do not return the product before we have contacted you.