Refunds & Returns

Last updated 25 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

If you are not happy with your order, we are here to help. This page explains your legal rights as a UK consumer and our own returns policy. Nothing on this page reduces your legal rights.

Customer support

You can email customer support at any time at theteam@raisedtoiletseat.co.uk. We do our best to reply within 24 hours.

Cancelling before your order is sent

You can cancel any order free of charge until it is dispatched. Most orders are sent within 24 hours, so if you need to change or cancel an order you have paid for, please contact us within 12 hours. Once packing and shipping have started, we may not be able to stop the parcel. You can still cancel after it arrives, as explained below.

Your 14 day right to cancel

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel an online order within 14 days for any reason. The 14 days start the day after you receive the goods. If your order comes in separate parcels, they start the day after the last parcel arrives.

To cancel, tell us clearly by email at theteam@raisedtoiletseat.co.uk with your order number. You do not have to give a reason. You then have a further 14 days to send the goods back.

Our 15 day returns window

Our own returns policy gives you a little longer than the law requires: 15 days from delivery to tell us you want to return an item. You can ask for a refund or an exchange. It works in the same way as the legal right above, and it does not replace it.

Sending a change-of-mind return

• Email us first with your order number. We will give you the return address, which is the warehouse your parcel was sent from.
• Please do not send items to our administration offices. They are not return depots.
• You pay the cost of sending the item back.
• Please return the item in its original packaging if you can, with your receipt, order confirmation or other proof that you bought it from this website.
• You can handle the item as you would in a shop to check it. If it has been used or handled more than that, we may reduce the refund to reflect any loss in value.
• We cannot accept returns of items bought from other retailers. Please return those to the retailer you bought from.

Your refund

We refund the price you paid for the goods. We also refund the delivery charge you paid, up to the cost of our cheapest delivery option for that order. If you chose Express Delivery when free standard delivery was available, we do not refund the extra £22.00 for Express.

By law we must refund you within 14 days of receiving the goods back, or within 14 days of you showing us proof that you have sent them, whichever is sooner. In practice, we aim to process your refund within 24 to 48 hours of receiving the returned item.

Refunds go back to the payment method you used, such as your card or PayPal account. If you prefer, we can hold the amount as credit for a future order instead. Your bank or PayPal may take a few extra days to show the refund.

Faulty, damaged or not as described

Under the Consumer Rights Act 2015, the goods we sell must be of satisfactory quality, fit for purpose and as described. This applies to everything we sell, and it is separate from the 14 and 15 day windows above.

• Within 30 days of delivery, you can reject a faulty item and get a full refund.
• After 30 days, you can ask for a repair or a replacement.
• If a repair or replacement does not fix the problem, you can ask for a price reduction or a refund.
• We pay the return postage for faulty, damaged or incorrect items.

In England, Wales and Northern Ireland, you can make a claim for faulty goods up to six years after you bought them. In Scotland, it is five years from when you found the problem. This is the time limit for making a claim. It is not a promise about how long a product will last.

Damaged items

If an item arrives damaged or with parts missing, please tell us as soon as you can. Our customer service team will sort it out quickly, at no cost to you.

Wrong item sent

If you receive something different from what you ordered, please tell us as soon as you can. Our team will arrange the right item, or a refund, and we cover the return postage.

Order not received

If your order does not arrive, please tell us as soon as you can and we will look into it. If an item has been lost in transit, we refund the full cost of the item, including delivery.

Start a return or get help

Email theteam@raisedtoiletseat.co.uk or use our contact form with your name, the product, your order number and a short message about what you would like to do. If you have a question about this policy, or a case that needs more attention, email caseresolution@customersupport.care. Our complaints handling policy explains what happens next.