Refund and Returns Policy

Effective Date: January 16, 2025

Introduction

At Grand Design Bath (“we,” “us,” or “our”), we strive to ensure your complete satisfaction with every purchase. This Refund and Returns Policy (“Policy”) outlines the procedures and conditions for returning products and receiving refunds or exchanges. Please read this Policy carefully before making a purchase from our website, https://granddesignbath.com/. By making a purchase, you agree to be bound by this Policy, as well as our Terms and Conditions and Sales Policy.

1. General Return Conditions

  • Eligibility: Most new, unopened items in their original packaging are eligible for return within 30 days from the date of delivery for a full refund or exchange. This policy excludes items that have been opened, used, or are no longer in a resalable condition, unless defective.

  • Original Condition: Returned items must be in their original condition, including all original packaging, accessories, manuals, and any included promotional items. Items must be free from any signs of damage, misuse, or alterations.

  • Proof of Purchase: A valid proof of purchase, such as the original order confirmation or receipt, is required for all returns.

  • Return Authorization Number (RAN): Before returning any item, you must obtain a Return Authorization Number (RAN) from our customer service team. Returns sent without a valid RAN may be refused and returned to the sender at their expense.

  • Return Shipping: Unless the return is due to our error (e.g., you received the wrong item or a defective product), you are responsible for all return shipping costs. We strongly recommend using a trackable shipping method with insurance, as we are not responsible for lost or damaged returns.

  • Inspection: Upon receiving your return, we will inspect the item to ensure it meets our return conditions. Refunds or exchanges will only be processed if the item passes this inspection.

2. Items Not Eligible for Return

The following items are generally not eligible for return or exchange, unless defective:

  • Opened or Used Items: Products that have been opened, used, or are no longer in a resalable condition (unless they are defective).

  • Items Damaged by Misuse: Products that have been damaged due to misuse, negligence, or improper handling.

  • Items with Missing Parts or Packaging: Products returned with missing original packaging, accessories, manuals, or other components.

  • Items Outside of 30 Day Return Window: Returns received outside of the 30 day timeframe are ineligible for a refund or exchange.

  • Final Sale or Clearance Items: Products marked as “Final Sale” or “Clearance” are not eligible for returns unless they are defective.

  • Items Damaged During Return: We are not responsible for items damaged or lost during the return shipping process. We advise you to use appropriate packing materials and shipping insurance to protect your return.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Customer Service: Email our customer service team at info@granddesignbath.com within 30 days of the delivery date to request a return and obtain a Return Authorization Number (RAN). Please provide your order number, the items you wish to return, and the reason for your return.

  2. Receive RAN and Instructions: We will provide you with a RAN and detailed instructions on how to pack and ship your return.

  3. Package the Return: Carefully pack the item(s) in their original packaging, including all accessories and documentation. Securely attach the shipping label with the RAN clearly visible on the outside of the package.

  4. Ship the Return: Ship the package to the return address provided by our customer service team. We recommend using a trackable shipping method with insurance to protect your return.

  5. Confirmation: Once we receive your return package, we will send you a confirmation email. This email will verify that your return is being processed.

4. Refund Process

  • Inspection: Upon receiving your return, we will inspect the item to ensure it meets our return conditions. This process may take up to 5 business days.

  • Refund Approval: If your return is approved, we will issue a refund to your original payment method.

  • Processing Time: Please allow 7-14 business days for the refund to appear on your statement, depending on your payment processor.

  • Refund Amount: You will receive a refund for the purchase price of the returned item(s), excluding any shipping costs, unless the return was due to our error.

  • Partial Refunds: In certain cases, such as returns that do not meet all return requirements, a partial refund may be offered at our discretion.

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.

  • Denial of Refunds: We reserve the right to deny a refund or return if it does not meet our return conditions. In such cases, the product will be shipped back to the customer at their expense.

5. Exchange Process

  • Product Availability: Exchanges are subject to product availability. If the item you requested for an exchange is not in stock, we will contact you and offer you a similar replacement product or a full refund.

  • Exchange Shipping: The customer is responsible for all shipping costs related to exchanges, unless the exchange is due to our error.

  • Steps to Exchange: Follow steps 1-4 from the return procedure above to initiate an exchange. When you contact our customer service, please let them know that you would like to make an exchange and specify the product you would like to exchange to. We will provide further instructions at that time.

6. Defective or Incorrect Items

  • Reporting Defects or Errors: If you receive a defective or incorrect item, please contact our customer service team at info@granddesignbath.com within 7 days of receiving the item. We may ask you to provide photo or video proof of the issue.

  • Resolution: For defective or incorrect items, we will either:

    • Provide you with a replacement at no cost to you.

    • Issue a full refund, including original shipping costs and return shipping costs.

    • If a replacement is not available, a full refund may be issued instead.

  • Return Shipping: We will cover the return shipping costs for defective or incorrect items, and will provide you with a prepaid shipping label to use.

7. Damaged Items During Transit

  • Reporting Damage: If your order arrives damaged, please report this to us within 48 hours of delivery. We recommend you take photos of the damaged product and packaging.

  • Resolution: We will investigate the incident and work with the shipping carrier. We will either:

    • Provide a replacement at no additional cost.

    • Offer a full refund.

  • Required Documentation: The shipping carrier may require you to complete a damage claim form to proceed with the replacement or refund.

8. Our Right to Refuse a Return

  • Policy Violation: We reserve the right to refuse a return or exchange if it does not meet the conditions outlined in this Policy.

  • Abuse of Policy: We also reserve the right to refuse a return if we suspect abuse of our refund and return policy. In such cases, the item(s) will be returned to the customer at their expense.

  • Repeat Offenses: Repeated return requests that are not in compliance with this policy may result in the loss of return privileges.

9. Changes to This Policy

  • Updates: We reserve the right to change this Policy at any time. Changes will be effective immediately upon posting to our Website.

  • Your Responsibility: It is your responsibility to check this Policy periodically for any changes. Your continued use of the Website and purchases of our products following the posting of any changes constitutes acceptance of those changes.

10. Contact Us

If you have any questions or concerns about this Policy, please contact us at:

Grand Design Bath

201 Yacht Club Dr
Niceville, Florida (FL)
Phone number: (850) 678-7570
Email: info@granddesignbath.com
Website: https://granddesignbath.com/