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FAQ
Frequently asked questions
INFINITY BASINSCUSTOMER RETURNS & CANCELLATION POLICYImportant Notice: At Infinity Basins, we want you to be entirely satisfied with your purchase. Because our products are high-value, fragile, and heavy home fixtures, please read our returns guidelines carefully before initiating a return. This policy is structured in strict compliance with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Your statutory rights are not affected. 1. Your Right to Cancel ("Cooling-Off Period")Under UK law, when purchasing goods online, you have the right to change your mind and cancel your orderfor any reason within a statutory timeframe.The Notification Window: You have 14 days from the day after you (or a designated third party)physically receive your basin to explicitly notify us that you wish to cancel.The Return Window: Once you have notified us of your intent to cancel, you have an additional 14 days to return the physical item back to our warehouse.Condition of the Item: You have a legal obligation to take reasonable care of the items while they are in your possession. You are entitled to inspect the basin as you would in a physical showroom. However, if the item is handled more than necessary (e.g., if it has been installed, plumbed, mounted, or modified), we reserve the right to deduct a proportionate amount from your refund to reflect the diminished value. 2. Custom, Bespoke & Made-to-Order ExceptionsPlease note that the 14-day statutory cooling-off period does not apply to any products that are custom-made, bespoke, or altered specifically to your custom dimensions, colours, or unique specifications. Once manufacturing has commenced on a custom piece, it cannot be cancelled, modified, or refunded unless it arrives physically faulty or damaged. 3. Faulty, Damaged, or Incorrect ItemsWe take great pride in our craftsmanship, but we recognize that transit damage or manufacturing issues can occasionally occur with heavy stone and concrete products.Transit Damage & Inspection: Legal risk of damage remains with Infinity Basins until the item is successfully delivered to your address. We strongly request that you inspect your basin immediately upon arrival and report any transit damage or visible defects within 30 days.Your Statutory Rights: Under the Consumer Rights Act 2015, if an item is faulty, not as described, or unfit for purpose, you are entitled to:A full refund if reported within 30 days of delivery.A repair or replacement if reported after 30 days but within the first 6 months.Return Costs for Faulty Items: If an item is verified as faulty, defective, or damaged prior to receipt, Infinity Basins will cover all return shipping costs or arrange a complementary courier collection. 4. How to Return an ItemTo safely initiate a return, please adhere to the following procedure:Contact our customer operations team via email at infinitynmbasins@gmail.com with your order number, invoice details and reason for return.For unwanted items, ensure the basin is securely packaged in its original packaging with all protectivetimber frameworks, pallet layers, foam, and inserts intact. Basins are inherently fragile; items damagedduring return transit due to inadequate packaging will face an appropriate deduction from the final refund.Dispatch the package to our verified returns facility:Infinity Basins Returns Department25 Sunflower Drive, Nottingham NG12 4HS 5. Return Shipping Costs & Restocking FeesFor Unwanted Items (Change of Mind): The customer is solely responsible for the cost of returning the item. Due to the weight and fragility of our products, we highly recommend using a tracked, insured heavy-freight courier service. Alternatively, we can arrange collection for you, and the direct cost of this collection will be deducted from your final refund.Restocking Fees: We do not charge restocking fees for consumer items cancelled within the statutory 14-day cooling-off period. For business-to-business (B2B) orders or returns requested outside of the legal window, a restocking fee may apply at our absolute discretion.6. Refund ProcessingWhat We Refund: For valid cancellations within the 14-day window, we will refund the full price of the item plus the cost of standard outbound delivery. If you opted for an enhanced premium express delivery method, we will only refund up to the amount of our standard delivery option.Timeframe: We will process your refund within 14 days of receiving the returned basin back at our warehouse, or within 14 days of you providing valid tracking proof of return dispatch. Refunds will be issued back exclusively to the original payment method used. Infinity Basins © 2026. All rights reserved. Registered in the United Kingdom.
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