Bathroom Factory Direct and our suppliers take every effort to ensure your product arrives safe and sound. These terms, however, are meant to protect you and ensure all ends well if the unexpected happens. These terms will help you understand:
Freight Shipping Terms & Customer Responsibilities
At Bathroom Factory Direct, many of our products—especially larger and heavier items—are shipped via freight carriers rather than standard parcel services. Freight shipping allows us to deliver these items more safely and cost-effectively. However, receiving a freight delivery does involve some important responsibilities on your part as the customer.
To help ensure a smooth delivery experience and protect you from avoidable return and restocking fees, we ask that you carefully review and comply with the following policies:
Freight deliveries require a recipient to be present at the time of delivery to inspect the packaging. Please examine the outer container carefully for any visible signs of damage before signing the delivery receipt.
If any damage is visible on the packaging that may have damaged the product inside, you must note the damage clearly on the delivery receipt before accepting it, and use your smart device to take a photograph. If the damage is severe, it is best to take a photo and refuse the package entirely. Our suppliers ship only undamaged products. If visible damage has occurred during shipping, the shipping carrier—not Bathroom Factory Direct—is responsible.
If you accept a visibly damaged shipment without noting the damage, you accept responsibility for the condition of the product inside. We strongly recommend refusing delivery if the damage is significant or if you are unsure about the extent of the damage.
After delivery, please open and inspect your product as soon as possible. Any damage or defects must be reported to Bathroom Factory Direct within 48 hours of delivery.
Prompt reporting allows us to work quickly with our suppliers to address issues such as replacements, repairs, or missing parts.
Reports must be submitted via the “Contact Us” form on the Get Support page of BathroomFactoryDirect.com.
Returns requested for reasons other than damage reported at delivery or product defects reported within 48 hours will be considered discretionary and are subject to the following:
Return shipping costs are the responsibility of the customer.
A restocking fee of up to 20% of the purchase price may apply, depending on the policies of the original supplier.
We recommend contacting our support team before initiating a return to understand any applicable fees or requirements.
If a return is authorized, the product must be returned in its original packaging, including all protective materials, accessories, and manuals.
Failure to properly repackage may result in additional shipping costs, increased restocking fees, or rejection of the return altogether.
Proper repackaging helps prevent further damage and ensures safe return transit to the supplier.
These guidelines are in place to protect both you and Bathroom Factory Direct. While we and our suppliers take every precaution to ensure the quality of your purchase, freight shipping involves a higher risk of handling-related issues than standard parcel services.
Following these steps allows us to assist you more efficiently in the rare event of shipping damage or product defect, and helps avoid unexpected charges.
We truly appreciate your understanding and cooperation—and thank you for choosing Bathroom Factory Direct.
