Refund & Return Policy
The Short Version
| Situation | Who pays | Fee | Window |
|---|---|---|---|
| Cancel before it ships | — | None | Any time before dispatch |
| Changed your mind | You | 20% restocking + return freight | 30 days from delivery |
| Arrived damaged in transit | Us | None | Report within 48 hours |
| Manufacturing defect | Us | None | Per the Limited Warranty |
| We sent the wrong item | Us | None | 30 days from delivery |
Everything below is the detail behind that table. If your situation isn't covered, email team@gramansbathware.com and we'll tell you where you stand in writing.
1. Cancelling Before Dispatch
You can cancel any order at no cost at any point before the tub leaves our warehouse. Email us with your order number and we'll confirm the cancellation and issue a full refund.
Once the shipment has been handed to the freight carrier, cancellation is no longer possible and the return terms in Section 2 apply. Freight is booked ahead of dispatch, so if you're having second thoughts, tell us early — we'd much rather cancel an order than process a return.
2. Returns
You may request a return of an unused tub within 30 calendar days of delivery, provided all of the following are true:
- The tub has not been installed, used, or connected to plumbing
- It is in new, resalable condition, without damage, alteration, staining, scratches, or missing components, and includes all supplied hardware and documentation.
- It is repackaged in its original carton, on its original pallet, with the original corner posts
- You have requested and received an RMA number from us before shipping anything back
Costs deducted from your refund:
- A 20% restocking fee
- The cost of return freight
On return freight. You can't drop a palletised tub at a parcel counter, so we'd rather not leave you to solve that. We'll arrange the return shipment for you with a freight carrier and deduct the actual cost from your refund — no markup, and we'll tell you the figure before we book it. If you'd prefer to arrange your own carrier, you're welcome to; the tub must arrive repackaged to the original standard.
Returned products are inspected upon arrival. Any loss in value resulting from damage, missing components, inadequate packaging, or handling beyond what is necessary to inspect the product may be deducted from the refund to the extent permitted by applicable law.
Keep your packaging. If there's any chance you'll return the tub, don't break down the carton or discard the pallet within the first 30 days. A tub that can't be repackaged safely can't be returned.
Refunds are issued after inspection and approval, within 7 business days.
Why the policy works this way
We'd rather explain it than bury it. Return freight on a palletised tub runs into the hundreds of dollars each way, plus inspection and repackaging on our end. We could fold that into every price and advertise free returns — but then every customer who keeps their tub pays for the ones who don't. We've chosen to keep prices lower and ask the small number of people who return to cover the real cost.
What we owe you in exchange is enough information to get it right the first time. That's why we publish interior dimensions, soaking depth, filled weights, and drain rough-in specs that most of our competitors leave off entirely, and why we'll answer measurement questions before you order. If you're unsure whether a tub fits your bathroom or your doorway, email us. Twenty minutes of our time is worth more to both of us than a return.
3. Damaged in Transit
This is not a return, and it costs you nothing.
If your tub arrives damaged, note the damage specifically on the delivery receipt before signing, photograph it, and email us within 48 hours of delivery. We handle the carrier claim and arrange a replacement. No restocking fee, no return freight, no deduction.
Full instructions — including how to word the note on the delivery receipt, and when to accept versus refuse a shipment — are on our Shipping & Freight Delivery page. Please read it before your delivery date. Signing a clean delivery receipt makes transit damage very difficult to recover, so those two minutes matter.
Concealed damage, discovered after unpacking, should also be reported within 48 hours of delivery. Keep the tub, carton, corner posts, and pallet until we tell you otherwise — carriers have the right to inspect, and discarding packaging early can end a claim.
4. Defective Products
Manufacturing defects are covered under our Limited Warranty, not this policy, and at no cost to you. The remedy, the coverage periods, and the exclusions are all set out there.
If you believe your tub is defective, email us with your order number, photographs, and a description of the problem. Don't remove, repair, or dispose of anything before we've responded.
5. Wrong or Missing Items
If we've sent the wrong product, or your order arrived incomplete, that's ours to fix. Contact us within 30 days of delivery and we'll ship the correct item or the missing parts at our cost, and arrange collection of anything sent in error. No restocking fee applies.
6. Refused and Undeliverable Shipments
Refusing a damaged shipment is sometimes the right call, and there's no cost to you — see Section 3 and the Shipping page for when to refuse rather than accept.
Refusing an undamaged shipment is treated as a return under Section 2. Freight in both directions plus the restocking fee will be deducted from your refund, which usually makes it a more expensive route than simply accepting the delivery and requesting a return.
Undeliverable shipments. Freight carriers contact you to schedule an appointment. If they can't reach you, if the address is incorrect, or if delivery appointments are missed, carriers charge storage and redelivery fees, and those are passed through to you at cost. If a shipment is ultimately returned to us as undeliverable, it is treated as a return under Section 2.
7. Non-Returnable
- Any tub that has been installed, used, or connected to plumbing
- Any tub that has been modified, refinished, or repaired
- Any tub returned without its original carton, pallet, and corner posts
- Any tub returned without an RMA number
8. Refunds
Approved refunds are issued to the original payment method whenever possible. For orders paid by bank transfer or another manual payment method, we may request the information necessary to return the funds to the original payer. For fraud-prevention purposes, refunds will not be issued to an unrelated third party.
Timing: 7 business days from our approval, though your bank or card issuer may take an additional billing cycle to post it. If you have a refund confirmation from us and nothing has appeared after 10 business days, contact your card issuer first, then us.
Original shipping was free, so there is nothing to refund on that side. Return freight and the restocking fee are deducted as described in Section 2.
9. If Your Order Is Delayed
If we can’t ship within the timeframe stated at checkout, we will contact you with a revised date and give you the option to accept the new timeframe or cancel the order for a full refund, in accordance with applicable law.
10. How to Start a Return or Claim
Email team@gramansbathware.com with:
- Your order number
- The reason for the return or claim
- Photographs, if the tub is damaged or defective
- Your delivery date
We aim to respond within 2 business days with an RMA number and instructions. Returns shipped without an RMA cannot be received, inspected, or refunded — we won't know whose tub has arrived or why.
Your Legal Rights
This policy sits alongside your rights under applicable state and federal law, including implied warranty protections that apply to defective goods regardless of what any policy says. Nothing here is intended to limit those rights. This policy gives you specific rights, and you may also have other rights which vary from state to state.
Gramans Bathware team@gramansbathware.com
3780 SW Canoe Creek Terrace
34990 Palm City - FL
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Gramans Bathware LLC
Palm City, FL 34990
United States
team@gramansbathware.com
