Refund Policy

Returns are part of buying a vanity you can't see in person before it arrives. We've built this policy to be fair, clear, and workable. Please read it carefully before you order, because by purchasing from BathGems.com you agree to everything below.

The 30-Day Window

Most items can be returned within 30 days of delivery. The 30 days begins on the date your order is delivered, not the date you open it and not the date you request a return.

After 30 days, returns are no longer accepted regardless of condition.

Two Ways to Return

You choose the path that works for you. Both have the same shipping responsibilities. They differ only in what you receive back.

Path 1: Store Credit or Exchange

This is the better deal for most customers.

No restocking fee.
Store credit issued for the full retail price of the item, less original outbound shipping.
Credit can be applied to an exchange or held for a future order.
If your original order shipped with free shipping, the actual outbound freight cost we paid is deducted from your credit. Free shipping is a courtesy at the time of sale, not a recoverable cost on a return.

Path 2: Refund to Original Payment

If you'd prefer money back to your card, restocking fees apply.

15 to 20% restocking fee on standard items.
25% restocking fee on oversized or special-handling items, which typically include large single and double vanities, stone and marble countertops, freestanding tubs, oversized mirrors, and other large or fragile pieces.
Restocking fees are calculated against the full retail price before any discounts were applied.
Original outbound shipping is also deducted, including the actual cost of any order that shipped with free shipping.

Either path, the customer pays return shipping. More on that below.

Eligibility

For a return to be accepted, every one of these must be true:

The item is listed as refundable on the product page and on your order receipt.
The return is initiated within 30 days of delivery.
The item is new, unused, uninstalled, and unaltered.
The item is in its complete original packaging, including all foam, inserts, hardware, and protective materials.
You have proof of purchase.

Returns without original packaging will not be accepted. This is firm. Vanities, countertops, and tubs cannot move through freight networks safely in anything but the packaging they were engineered for.

We also can't accept returns based on preference once an item has been installed, or on buyer's remorse after a piece has been opened or set up.

What Cannot Be Returned

Some categories are final sale by their nature:

Clearance, floor model, and items marked "Final Sale."
Custom, made-to-order, and special-order items once production has begun.
Items damaged after delivery by the customer.
Items returned without original packaging.
Items returned without a valid Return Authorization.

Fitment Is Your Responsibility

Measure first. Then measure again. Doorways, stairwells, elevators, hallways, the entry into the bathroom itself, and your plumbing rough-in. A vanity that doesn't fit because of a measurement oversight or building access is not considered defective, and it isn't eligible for return under any path.

If you're uncertain whether a piece will fit, or whether your plumbing lines up with a given vanity, contact us before ordering. We'd rather help you avoid the problem than process a return that didn't need to happen.

How Returns Actually Work

Returns are managed step by step. Skipping a step usually means the return can't be processed.

1. Request a Return Authorization (RA) Code

Submit a request through our Contact page. We'll review your order and, if eligible, issue an RA code along with the correct return address.

Returns shipped without an active RA will be refused at the warehouse. No exceptions.

2. Repackage the Item

The item must be packed in its original packaging exactly as it arrived, including all internal protective materials, foam inserts, hardware, and components. If anything is missing, the return may be refused or refunded at a reduced amount.

3. Arrange the Return Freight

You're responsible for arranging the return shipment with a carrier of your choice. For freight items, this means scheduling an LTL pickup. We don't arrange return freight on the customer's behalf.

4. Insure the Shipment for Full Retail Value

Return shipments must be insured for the full retail price of the item. If a return is damaged or lost in transit, the carrier's insurance is the only path to reimbursement. BathGems.com does not refund items damaged during return transit.

5. Ship to the Address We Provide

Use only the return address issued with your RA code. The address printed on your original shipping label is often a third-party warehouse and may not accept returns.

Refund Timing

Once a return is received and inspected, refunds are processed within 7 to 10 business days. Store credit is typically issued faster. Refunds to credit cards may take an additional billing cycle to appear on your statement, depending on your bank.

If the returned item arrives damaged, missing parts, or outside the conditions above, we'll contact you before processing. In some cases the refund may be reduced or the item returned to you at your expense.

Cancellations

Different from returns, cancellations apply to orders that have not yet shipped.

Within 24 hours of purchase: free cancellation, full refund.
After 24 hours, before the order ships: a flat 10% administrative fee applies to cover credit card processing, freight booking, and order handling costs already incurred.
After the order has shipped: cancellation is no longer possible. The order must be received and processed under this Refund Policy.

A cancellation is only confirmed when you receive written confirmation from our team. Until then, assume the order is still active.

Custom and Made-to-Order

Custom and made-to-order pieces are produced specifically for you. They follow a stricter cancellation timeline:

They must be canceled within 48 hours of purchase.
If canceled within 48 hours but after materials have been ordered, the refund will be issued less the cost of those materials and any processing fees incurred.
Once production begins, they cannot be canceled or returned for any reason.

Damage in Transit

This is a separate process from returns and runs on a tighter clock. Full details are in our Shipping & Return Policy, but the short version:

Freight shipments: inspect at delivery, note any damage on the paperwork before the driver leaves, and contact us within 24 hours with photos.
Small parcel shipments: contact us within 3 business days of delivery with photos.

Damage reported outside these windows is difficult to claim against the carrier, which limits what we can do to replace or credit the item.

Questions Before You Buy

If anything in this policy is unclear, or if you're unsure whether a piece is right for your space, contact us before ordering through our Contact page. A short message beforehand is almost always easier than a return after the fact.