Delivery Information 

1. Standard Delivery 

R.Samuels aims to deliver your products at a suitable predetermined date. We will contact you confirming the details, after the order has been processed and keep you up to date with the status of your order. All items will be delivered at the same time wherever possible. If it isn't possible as the items are arriving from different locations we will contact you regarding this matter. You will be contacted if any of the items are out of stock, we will advise you and keep you updated with their expected date. 

Please ensure that you have sufficient persons to receive the goods and bring them onto/into your premises. You are responsible for access to the premises on the day of delivery. Please call us if you have any questions, concerns or special instructions. You are responsible for checking that the product is complete and in good condition prior to installation. Any claims for missing or damaged products must be reported within 24 hours. More details regarding your delivery will be discussed further below;

2. Delivery Costs 

Great news! Orders over £499 are currently free delivery to most of the UK*. Exceptions are imposed by our transportation partners we use and some exceptions can be made. Please contact us with the full details of your order. 

If you need to reschedule your delivery or update your delivery details please contact one of our R.Samuels sales associates via email: info@rsamuels.co.uk or call us on 0333 344 2786 as soon as possible prior to the delivery date. This will ensure that we are able to rearrange your delivery in plenty of time and you don’t incur additional delivery charges. 

3. Returned Goods

All goods must be returned in the original packaging, in perfect condition and unopened. R.Samuels declines any responsibility for any defects caused as a result of the product having been repaired, altered, serviced or modified.

Specially ordered products cannot be cancelled within 24hrs of receiving the order and under no circumstances be returned. 

• Upon receiving of Delivery 

The customer is responsible for checking all delivered or collected goods for any discrepancies or damages. We would love to say that there is never a problem with a delivery and for 99% of our deliveries that is true, but even with our checks and procedures in place a problem can arise. 

Our transportation partners usually provide a kerbside delivery. What this means is that they will drive to the nearest access point to your home address and you will be required to collect from there. If your shipment contains a pallet, you will be required to collect the individual packages from the pallet into your home. 

The carrier vehicles are frequently manned by the driver alone, so any assistance you receive is at the driver's discretion. As we are not insured whilst on your property, product deliveries are kerbside delivery only. 

Please make sure you have help getting the goods into your property. All packaging materials are the responsibility of the customer after delivery. 

Please ensure that all goods are checked by yourself and we ask that any problems are reported to one of our R.Samuels sales associates via email or on 0333 344 2786 within 24 hours of delivery. 

No claims for shortages, breakages or defects will be accepted by R.Samuels unless communicated by the customer, detailing the nature of the shortages, breakages or defects. 

The customer acknowledges that he/she shall have no claim of any nature against R.Samuels arising out of any shade variances between the goods delivered. 

No claims for any other defects will be considered unless made prior to installation. Provided you have notified us of a problem with the goods within 24 hours of the delivery, then we will (subject to stock availability) replace or repair any damaged items. After the 24-hour inspection period, it will be assumed that obvious damage and shortages occurred during your possession and R.Samuels cannot be held accountable for mistreated or misplaced items.

• Click & Collect 

If you would like to collect your order, you can collect them from one of our warehouses, fulfilment centres or showroom if it’s a more convenient option for you then delivery. Please check all your items on collection for damage of any kind as we are unable to accept goods back after you or your representatives have taken the goods away.

• International Deliveries 

Please contact us via email info@rsamuels.co.uk or give us a call on 0333 344 2786 regarding any international orders, detailing your order items and value. If you require further information regarding special, bespoke and handmade orders to your own specifications undertaken by R.Samuels, please don’t hesitate and let us know. We will get back to you with a quote within 24 hours.

• Returns Policy 

R.Samuels provides the option to return goods, under the terms listed below.  Please note we can only deal with any return request from the original customer. This Returns Policy must be read in conjunction with our Terms and Conditions of Sale. R.Samuels reserves the right to vary this Returns Policy from time to time. Items not eligible for return: All bespoke and glass products.

• Unwanted Goods 

If you have received the goods and no longer want them, we have a cooling off period of 14 calendar days. Goods will only be accepted if the following conditions are met: 

You must give us written notice by email, giving your order reference number, details of goods ordered and the delivery details. This must be received and acknowledged by one of our R.Samuels sales associates. R.Samuels will require photos of the goods to ensure that they are in a suitable condition for transit and resale. 

It is the customer’s responsibility to ensure that the goods are ready for collection upon the agreed collection date in order to avoid any additional re-collection charges. 

Customers under the Consumer Protection (Distance Selling) Regulations 2000, who wish to cancel their order, should do so within 14 days as mentioned above, commencing the day after the day of delivery. 

The delivery costs and safe return of these products are at the customer’s expense and within a reasonable time scale. The products will only be refunded under the distance selling regulations, if the item or items are returned complete in the original packaging and undamaged. If the product arrives back in an un-saleable condition, the company will deem the item to be damaged and no refund will be given. 

Goods that arrive damaged will need to be collected within 7 days at the customer's expense or the items will be disposed of and disposable costs will be sent to the customer for payment. Please be aware all goods must be in their original condition and packaging, unused and show no sign of installation and ready for reseal as damaged goods cannot be credited. A minimum 20% restocking charge will apply. As mentioned above special and bespoke items cannot be changed, returned or cancelled. 

You must contact our R.Samuels sales team who will arrange a courier to collect the items and deliver any replacements. We will process any refunds within 14 days of receiving the goods minus any extra collection charges incurred as detailed previously. Returns made after the cooling off period but within 30 days will receive credit for the original price of the goods.

• Faulty or Damaged Goods 

On delivery, please inspect all boxes and report obvious damage and shortages. You must notify R.Samuels of any faulty or damaged goods within 24 hours of receipt of delivery. Contact one of our R.Samuels customer service advisors who will arrange a courier to collect the goods. 

For proof of the problem, you may be asked to provide a digital photograph or video. As we may be required to return the product to a supplier, if you attempt to fit a product then you are accepting it, including the damage or fault, so everything must be inspected thoroughly prior to fitting. 

R.Samuels cannot accept any liability for any returned goods until they have been signed for by one of our members of staff. Always inform our Customer Service Advisors of the details of any goods you intend to return. 

After the 24-hour inspection period, it will be assumed that obvious damage and shortages occurred during your possession and R.Samuels cannot be held accountable for mistreated or misplaced items. With credit orders no returns are allowed after the 14 calendar day cooling off period. 

Please do not arrange to have an installer on site until after the goods have arrived and you have checked them. We will not pay cancelled installation costs in the event that the item is damaged in transit or not suitable for any reason.

Product Care Instructions

Baths, Basins, Vanity Units, Toilets:

• Cleaning: Use mild soap or a non-abrasive cleaner with a soft cloth.
• Avoid: Harsh chemicals, abrasive sponges, or scouring powders that can scratch surfaces.
• Maintenance: Regularly check for leaks and clean grout around installations.

Taps, Showers:

• Cleaning: Wipe with a soft cloth after each use to prevent water spots and buildup.
• Maintenance: Inspect for leaks and clean aerators or showerheads periodically.

Radiators:

• Cleaning: Dust regularly with a soft cloth or vacuum with a brush attachment.
• Maintenance: Bleed radiators annually to remove trapped air and maintain efficiency.

Lighting:

• Cleaning: Turn off electricity before cleaning; use a dry or slightly damp cloth for dust.
• Maintenance: Replace bulbs as needed; avoid water near electrical components.

Mirrors:

• Cleaning: Use a glass cleaner or vinegar solution with a lint-free cloth.
• Maintenance: Check frame integrity and re-seal edges if necessary.

Accessories:

• Cleaning: Follow care instructions specific to material (e.g., stainless steel, ceramic).
• Maintenance: Inspect fixings and connections regularly; tighten as needed.