At Ideal Standard Store, we take pride in offering premium bathroom products including luxury shower systems, high-quality glass enclosures, and exquisite Arezzo bathroom accessories. While we strive for perfection in every order, we understand that sometimes products may need to be returned or exchanged. Our policy is designed to make this process as seamless as our premium products.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in original, unused condition with all packaging and tags intact
  • Return request must be initiated within 15 days of receiving your order
  • Proof of purchase (order number) must be provided
Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on the following premium products:
  • Assistive Products (hygiene reasons)
  • Acrylic Shower Panels (custom installations)
  • Back To Wall Toilet Units (sanitary reasons)

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] within 15 days of receiving your order. Please use the following template to ensure we process your request efficiently:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Ideal Standard Store Team, I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number] placed on [Order Date]). Product Details: – Product Name: [Product Name from your menu] – Product Code/SKU: [If available] – Reason for Return/Exchange: [Please specify] I confirm that the product is in its original condition with all packaging and tags intact. Please advise on next steps for returning the item. Best regards, [Your Full Name] [Your Contact Number] [Your Email Address]

Step 2: Receive Return Authorization

Within 2 business days, our team will email you a Return Merchandise Authorization (RMA) number along with return instructions. Please note that returns without an RMA number cannot be processed.

Step 3: Package and Ship Your Return

Securely package the item(s) in their original packaging. Include all accessories, manuals, and free gifts that came with your order. Affix the provided return label to the package and ship to:

Ideal Standard Store Returns
42 Watling St
Lichfield, GB CH2W 1TN

Step 4: Refund or Exchange Processing

Once we receive and inspect your return (typically within 5 business days of arrival):

  • Refunds: Will be processed to your original payment method within 3-5 business days after approval
  • Exchanges: Your replacement item will be shipped within 1-2 business days after approval

Shipping Costs

  • Returns due to our error: We will cover all return shipping costs
  • Returns for other reasons: Customer is responsible for return shipping costs
  • Exchanges: We cover one-way shipping for defective/wrong items

Refund Timeline

Refunds are processed as follows:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days after processing (appears on your statement within 1-2 billing cycles)
  • PayPal: 3-5 business days after processing

Damaged or Defective Items

If you receive a damaged or defective item (such as our premium 10mm glass shower enclosures or Aqualisa electric showers), please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement or refund at no additional cost to you.

Premium Product Note: Due to the delicate nature of our luxury bathroom products, we recommend:
  • Inspecting glass shower enclosures (5mm, 8mm, 10mm) immediately upon delivery
  • Checking all shower system components (1 Outlet, 2 Outlet, diverter valves) before installation
  • Verifying finishes on Arezzo accessories (brushed brass, chrome, matt black) match your order

Contact Us

For any questions about our returns policy or to check the status of your return, please contact our customer service team:

Email: [email protected]
Postal: Ideal Standard Store, 42 Watling St, Lichfield, GB CH2W 1TN

This policy is part of our commitment to providing exceptional service that matches the quality of our premium bathroom products. We reserve the right to modify this policy at any time.