Shipping & Returns

At ABACUS || Villeroy & Boch || Burlington Sales Store, we are committed to delivering premium bathroom products with the same excellence in service that discerning customers expect from luxury retailers. Below you’ll find comprehensive information about our shipping and returns policies.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (Monday-Friday, excluding public holidays). You will receive a confirmation email with tracking information once your order has shipped.

Shipping Methods & Delivery Times

We offer two shipping options to accommodate your needs:

Note: Delivery times may vary slightly depending on your location and customs processing. We cannot ship to some Asian countries and remote regions.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for your convenience.

Returns & Exchanges Policy

While we take every care to ensure your order meets our exacting standards, we understand that occasionally you may need to return an item. Our policy is designed to be as refined as our product selection.

Key Return Information

• Return Window: 15 days from delivery date
• Return Conditions: Unused, in original packaging with all accessories
• Refund Processing: 5-7 business days after we receive your return

Eligibility for Returns

To be eligible for a return or exchange, your item must be:

• In its original condition (unused, uninstalled, with original tags)
• In the original packaging with all accessories and documentation
• Accompanied by proof of purchase (order number or receipt)

Step-by-Step Return Process

Step 1: Contact Our Customer Service

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

• Your order number
• The product(s) you wish to return/exchange
• Reason for return/exchange
• Whether you prefer a refund or exchange

Step 2: Receive Return Authorization

Within 1-2 business days (Monday-Friday, 9:00 AM to 5:00 PM GMT), our team will:

• Verify your request’s eligibility
• Provide a Return Merchandise Authorization (RMA) number
• Send return instructions and shipping address

Step 3: Package and Ship Your Return

Please ensure:

• The RMA number is clearly marked on the package
• All original packaging and accessories are included
• The item is securely packaged to prevent damage

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Step 4: Processing Your Return

Once we receive your return:

• We’ll inspect the item within 3 business days
• Notify you via email about the approval status
• Process your refund or exchange accordingly

Refund Information

Approved refunds will be processed within 5-7 business days to your original payment method:

• Credit/Debit Cards: Refunds appear in 3-10 business days depending on your bank
• PayPal: Refunds typically appear within 24 hours

Shipping fees are non-refundable unless the return is due to our error.

Exchange Information

For exchanges:

• We’ll ship the replacement item once we receive your return
• Standard shipping rates apply for the new item
• If the exchange item is of higher value, you’ll be invoiced for the difference

Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us immediately at [email protected]
• Include photos of the damage/defect and packaging
• We’ll arrange for a replacement or refund at no additional cost

Company Address: 80 Farm St, Derby, GB DE8I 3SP