Refund policy
At Bath Grip Co, we want every customer to feel confident when ordering from us. This policy explains how we handle returns, refunds, damaged items, faulty products, incorrect items, missing orders, customs issues and delivery problems.
Please read this policy carefully before placing an order.
By placing an order with Bath Grip Co, you agree to the terms outlined below.
Return Window
Customers must contact us within 14 days of receiving their order if they wish to request a return, refund, replacement or report an issue with their item.
This includes requests relating to:
Change of mind
Damaged items
Faulty items
Incorrect items
Missing items
Items not as described
Delivery or tracking issues after delivery
If more than 14 days have passed since your order was marked as delivered, we may not be able to offer a refund, replacement or return unless required by law.
Change of Mind Returns
Bath Grip Co may accept change of mind returns within 14 days of delivery.
To be eligible, the item must be:
Unused
Unworn, where applicable
In original condition
In original packaging where possible
Free from damage, marks, odours, stains or signs of use
Returned with proof of purchase
Customers are responsible for return shipping costs for change of mind returns.
Original shipping costs are non refundable for change of mind returns unless required by law.
We recommend using a tracked return service. Bath Grip Co is not responsible for returned items that are lost, delayed or damaged in transit.
Items returned without contacting us first may not be accepted.
Items That Cannot Be Returned
Bath Grip Co may be unable to accept returns for:
Items used after delivery
Items damaged due to misuse
Items damaged due to incorrect installation
Items returned without original packaging where this affects resale
Items returned outside the 14 day return window
Items with missing parts or accessories
Items showing signs of wear, stains, odours or damage
Items purchased on final sale, if clearly marked at the time of purchase
Items that cannot be returned for hygiene or safety reasons once used
This does not affect your rights where an item is faulty, damaged on arrival, incorrect, or not as described.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, incorrect or not as described, please contact Bath Grip Co within 14 days of receiving your order.
Please include:
Your order number
Your full name
The email used at checkout
A clear description of the issue
Photos or video showing the issue
Photos of the product packaging
Photos of the shipping label
Any other relevant evidence
Once we receive your request, we will review the information provided.
If your claim is approved, Bath Grip Co may offer one of the following:
Replacement item
Refund
Partial refund
Store credit
Another suitable solution depending on the issue
We may not be able to approve a claim if clear photo or video evidence is not provided.
Damage to outer packaging alone does not automatically qualify for a refund or replacement if the product itself is undamaged and usable.
Missing Items or Wrong Products
If you receive the wrong item, wrong variant, or part of your order is missing, please contact Bath Grip Co within 14 days of receiving your order.
Please provide:
Your order number
Photos of everything received
Photos of the packaging
Photos of the shipping label
A description of what is missing or incorrect
Once reviewed, we may arrange a replacement, refund, partial refund or another suitable resolution.
Order Cancellations
If you need to cancel your order, please contact Bath Grip Co as soon as possible.
Orders can only be cancelled if they have not yet been processed, packed, fulfilled or shipped.
Once an order has been processed or shipped, we may not be able to cancel it.
If your cancellation is approved, your refund will be issued to the original payment method.
Delivery Timeframes
Delivery times vary depending on the destination, product, courier, customs processing and shipping method.
Estimated delivery times shown on our website are estimates only and are not guaranteed unless expressly stated.
Delays may occur due to:
Customs processing
Courier delays
Incorrect or incomplete addresses
Public holidays
Peak shopping periods
Weather events
Local delivery disruptions
International transit delays
Import inspections
Other circumstances outside our control
If your order has not arrived within the expected delivery window, please contact Bath Grip Co with your order number so we can investigate.
Tracking Information
Once your order has shipped, tracking information will be provided where available.
Tracking may take several days to update after shipment.
If tracking has not updated for a short period, this does not always mean the order is lost. International orders can sometimes experience gaps in tracking while moving between courier networks or clearing customs.
Lost or Stuck in Transit Orders
If your order appears to be lost, stuck in transit, or has not updated for an extended period, please contact Bath Grip Co.
We will review the tracking information and investigate the issue.
The following delivery investigation windows may apply before an order is considered lost:
United States orders: up to 45 days from the shipping date
Most other international orders including uk: up to 60 days from the shipping date
Brazil orders: up to 110 days from the shipping date
These timeframes allow for courier delays, international transit delays and customs processing before an order can be treated as lost.
If an order is confirmed as lost or undeliverable, Bath Grip Co may offer a replacement, refund or another suitable resolution.
Incorrect Address or Failed Delivery
Customers are responsible for providing a complete and accurate shipping address at checkout.
Bath Grip Co is not responsible for orders delayed, returned, lost or undeliverable due to:
Incorrect address
Incomplete address
Missing unit, flat or apartment number
Wrong postcode
Customer spelling errors
Customer not collecting the parcel
Customer refusing delivery
Customer not responding to courier or customs requests
Failed delivery attempts
If an order is returned due to an incorrect address or failed delivery, we may be able to arrange a reshipment. Additional shipping costs may apply.
Refunds are not guaranteed where the delivery issue was caused by incorrect information provided by the customer.
Customs, Duties and Import Taxes
International orders may be subject to customs duties, VAT, import taxes, tariffs or local fees charged by the destination country.
These charges are set by local authorities and may not be included in the product price or shipping price.
Customers are responsible for any customs duties, import taxes, VAT, tariffs or local fees that apply to their order, unless stated otherwise at checkout.
If customs fees are required, they must usually be paid by the customer directly to the local customs authority or courier.
Bath Grip Co is not responsible for delays caused by unpaid customs fees or local import requirements.
Customs Delays and Seized Packages
Customs clearance is controlled by the destination country and may take additional time.
A package may be delayed, held or inspected by customs due to:
Unpaid duties or taxes
Missing or incomplete information
Local import rules
Product inspection
Incorrect shipping details
Country specific restrictions
Customs authority processing times
If your package is held by customs, you may need to contact your local customs authority, provide information, or pay any required fees to release the package.
A customs delay is not the same as a lost package.
If a package is formally seized, detained, abandoned or destroyed by customs due to unpaid duties, restricted products, missing information, refusal to cooperate with customs, or destination country import rules, refunds or replacements are not guaranteed.
Each case will be reviewed individually.
Refused Deliveries
If a customer refuses delivery, refuses to pay customs charges, or does not collect an order from the courier or customs authority, the order may be returned, abandoned, delayed or destroyed.
In these cases, Bath Grip Co may not be able to provide a refund.
If the item is returned to a usable condition and we are able to recover it, we may offer a partial refund at our discretion, less shipping costs, return costs and any other costs incurred.
Bathroom Product Use and Safety
Some Bath Grip Co products are designed for bathroom use, including non slip mats and bathroom grip products.
Customers must follow all product instructions and use products only as intended.
Bathroom surfaces can vary. Product performance may depend on the surface type, cleanliness, texture, moisture level and correct installation.
For suction or grip products:
Use only on smooth, flat, clean, non porous surfaces
Do not use on textured, uneven, porous, damaged, painted or unstable surfaces
Check the grip or suction before every use
Do not rely on the product to support full body weight
Do not use as a replacement for a professionally installed grab rail
Do not use as a medical support device
Do not use if the product appears loose, damaged or unstable
Remove and reattach regularly as needed
Follow all care and usage instructions
For non slip mats:
Place only on a clean, suitable surface
Check the mat is secure before every use
Clean regularly to maintain grip
Allow the mat and floor area to dry regularly
Do not use on unsuitable, damaged or uneven surfaces
Stop using the mat if it becomes damaged, worn or no longer grips properly
Bath Grip Co is not responsible for damage, injury, loss or claims caused by misuse, incorrect installation, failure to follow instructions, unsuitable surfaces, normal wear and tear, or use outside the product’s intended purpose.
Normal Wear and Tear
Products may wear over time depending on use, surface type, cleaning, moisture exposure and maintenance.
Normal wear and tear is not considered a fault.
This includes:
Minor marks from normal use
Wear from repeated use
Reduced grip caused by dirt, soap residue or poor cleaning
Damage caused by incorrect cleaning products
Damage caused by misuse or unsuitable surfaces
Refund Processing
Approved refunds will be issued to the original payment method used at checkout.
Once a refund is approved, it is usually processed within 5 to 10 business days, depending on your bank or payment provider.
Bath Grip Co cannot control how long your bank or payment provider takes to make the funds available.
Shipping fees may not be refundable unless required by law or unless the refund relates to an issue caused by us.
Return Shipping
Customers are responsible for return shipping costs unless the item is damaged, faulty, incorrect or required otherwise by law.
If Bath Grip Co approves a return, we will provide return instructions.
Do not send items back without first contacting us.
Returned items must be packaged safely. Bath Grip Co is not responsible for items damaged during return shipping due to poor packaging.
Proof of Delivery
If tracking shows that an order was delivered to the address provided at checkout, the order will generally be considered delivered.
If you believe your order was marked as delivered but you did not receive it, please contact Bath Grip Co as soon as possible.
We may ask you to:
Check with household members
Check with neighbours
Check around the delivery location
Contact the local courier
Provide any relevant delivery evidence
Refunds or replacements are not guaranteed where tracking confirms delivery to the correct address.
EU and EEA Customers: Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area, you may have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise your right of withdrawal, you must contact Bath Grip Co within 14 days of receiving your order and clearly state that you wish to withdraw from the purchase.
You may do this by using our withdrawal form, withdrawal button, withdrawal link, or by contacting us at support@bathgripco.com , where available.
Once your withdrawal request is received, we will confirm receipt and provide return instructions.
EU and EEA Withdrawal Refunds
If you validly exercise your right of withdrawal, Bath Grip Co will refund the purchase price and standard original delivery cost where required by law.
We may withhold the refund until we have received the returned goods or until you provide proof that you have sent the goods back.
Returned items must be sent back within 14 days of notifying us of your withdrawal.
Customers may be responsible for return shipping costs where this has been clearly disclosed before purchase.
We may reduce the refund if the goods have been handled beyond what is necessary to inspect them, or if they are returned used, damaged, incomplete, missing parts, or not in resaleable condition.
EU Withdrawal Exceptions
Some products may be excluded from the right of withdrawal where permitted by law.
This may include, but is not limited to:
Customised items
Personalised items
Sealed items that are not suitable for return for hygiene reasons once unsealed
Items that have been used
Items that are otherwise exempt under applicable consumer law
If an item is excluded from withdrawal rights, this will be stated on the product page where applicable.
How to Start a Return, Refund or Replacement Request
To start a return, refund, replacement or delivery issue request, contact Bath Grip Co at:
support@bathgripco.com
Please include:
Your full name
Order number
Email used at checkout
Reason for your request
Clear photos or video evidence where relevant
Photos of the packaging and shipping label where relevant
We aim to respond to customer support requests as soon as possible.
Our Right to Refuse a Return or Refund
Bath Grip Co reserves the right to refuse a return, refund or replacement request if:
The request is made outside the applicable timeframe
The item has been used, damaged or altered by the customer
The issue was caused by misuse or incorrect installation
The customer cannot provide required evidence
The item was returned without approval
The item was damaged during return shipping
The product is not returned in acceptable condition
The claim is false, misleading or abusive
The issue is outside our control and not covered by this policy
This does not limit any rights you may have under applicable consumer law.
Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under applicable consumer laws.
Where your local consumer law provides rights that cannot be excluded, those rights will continue to apply.
Policy Updates
Bath Grip Co may update this policy from time to time to reflect changes in our products, delivery process, legal requirements, return process or store operations.
The version published on our website at the time of your purchase will apply to your order.