Returns & Exchanges

Our Commitment to Your Satisfaction

At Victorian Plumbing Store, we take pride in offering premium quality kitchen and bathroom products. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process. Our policy reflects our commitment to quality and customer satisfaction, ensuring your shopping experience remains exceptional.

Step 1: Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order. Please use the template below to ensure we have all necessary information.

Step 2: Wait for Authorization

Our team will review your request and provide return authorization and instructions within 24-48 hours.

Step 3: Package Your Item

Securely package the item in its original packaging, including all accessories and documentation.

Step 4: Ship Your Return

Ship the package to our returns address using a trackable shipping service. We recommend insuring your shipment.

Step 5: Receive Your Refund

Once we receive and inspect your return, we’ll process your refund within 7-10 business days.

Refund Processing Time

Refunds are processed within 7-10 business days after we receive your return. The timing of when the funds appear in your account depends on your payment method and financial institution.

Refund Methods

Note: Original shipping fees are non-refundable unless the return is due to our error or a defective product.

To ensure hygiene and quality standards, the following products cannot be returned unless defective:

• Countertop Basins – Due to installation requirements and hygiene considerations
• Inset Basins – Once installed, these cannot be resold as new
• Custom or Made-to-Order Items – These are manufactured specifically for your order
• Products Missing Original Packaging – Must be in resalable condition
• Used or Installed Products – For obvious hygiene and quality reasons

All defective products are covered by our manufacturer’s warranty and will be replaced accordingly.

We gladly accept exchanges for items in original condition within 15 days of delivery. Exchanges are subject to product availability. If the item you wish to exchange for is of higher value, you will be charged the difference. For lower-value items, we will refund the difference.

Exchange Process:

1. Follow the standard return process using the template above
2. Specify “Exchange” as your preferred resolution
3. Indicate the product you wish to exchange for
4. Once we receive your return, we’ll ship the replacement item

Shipping for exchanges: Standard shipping fees apply for the replacement shipment. Free shipping may apply for orders over $50.

If you receive a defective or damaged item, please contact us immediately at [email protected]. Include photos of the damage or defect, and we will arrange for a replacement at no additional cost to you, including return shipping.