Returns & Refunds
Last updated: 21 February 2026
At Odyssey Baths, we want you to be completely satisfied with your purchase. However, due to the specialized nature of our products, specific conditions apply to returns and cancellations to ensure safety and quality standards.
Important rules at a glance:
Approval Required
No returns are accepted without prior confirmation. You must contact our team first.
Inspect Before Install
Once a product has been installed, it is legally considered accepted by the customer.
Bespoke Orders
Custom-made or adapted baths are generally non-returnable unless they are defective.
1. Authorization Requirement
No returns will be accepted without prior confirmation from our team. Before sending any item back, you must contact us to receive formal approval, return instructions, and the correct return address.
2. The “Installation is Acceptance” Rule
Inspect before you install
Crucial: Once a product has been installed, it is considered accepted by the customer. Returns for “unwanted” items are not possible after installation has commenced. Please inspect all goods thoroughly for any defects or damage before starting the installation process.
3. Returns of Unwanted Goods
If you change your mind about a standard product, you may return it within 14 days of delivery. The following strict conditions apply:
- Condition: Items must be in their original, uninstalled condition and in original packaging.
- Shipping Costs: The cost of returning unwanted items is the responsibility of the buyer.
- Advice on Shipping: We strongly recommend using a tracked and insured shipping service for returns, as the risk of damage during transit remains with the buyer until we receive the goods.
- Partial Refunds: We reserve the right to issue partial refunds if the packaging is damaged or the item is returned not in its original state.
4. Bespoke & Custom Items
Items that are custom-made or “bespoke” to your specific requirements (such as specialized door handing, non-standard sizes, or custom therapeutic additions) are generally non-returnable unless they are found to be defective.
5. Defective or Damaged Goods
If you discover a defect or damage prior to installation:
- Contact us immediately to arrange a repair or replacement.
- Do not proceed with the installation of a damaged product.
6. Refund Timeline & VAT Relief
Once we receive and inspect your returned item, we will process your refund:
- Refunds are typically processed within 30 days legally, although we aim to complete them much faster (often within 24 hours of receipt).
VAT Relief Note: If your purchase was processed with 0% VAT due to eligibility, your refund will reflect the exact ex-VAT amount you paid. You do not need to submit new VAT forms if we are replacing a defective bath.
7. Warranty
All products come with a minimum 12-month manufacturer guarantee. Extended warranties (up to 5 years or more) may apply depending on the specific model and manufacturer.
Need to return an item?
Remember, you must contact our UK-based team for authorisation before sending any item back. We are here to help make the process as smooth as possible.