Returns Policy B2B

At Gentworks, we understand that plans can change, and we've made returning a product simple. Please review our product returns policy for guidance.

Returning Unused Products
You have a 21-working-day window from the date of receipt to return certain unused products. We reserve the right to charge a re-stocking fee of up to 30%. To initiate a return, please ensure you meet these conditions:
Product Condition:
The product must remain unused, unaltered, and in its original, unmarked condition, with no signs of installation or modification.
All returned products should be in their original packaging, free from defects, including torn packaging and any writing or labels.
Include all relevant accessories that originally came with the product in the return.

Please note that we cannot accept returns for the following product categories:

• Stainless Steel products over 1100mm in length or with tap holes or waste outlets specifically drilled for your order.
• Toilets & Seats.
• Solid Surface products over 20kg.
• GRP products over 1100mm in length.
• Made to order products.
• Cleaners' Sinks.
• Doc-M Packs.

Why These Exclusions?
Regrettably, we cannot accept returns for these product categories for two key reasons:

Customisation: These items may have been customised or manufactured specifically for your order, making them unique to your requirements.
Handling Challenges:
Additionally, these products present challenges in terms of size and weight during the return process. These challenges can lead to potential damage, inspection difficulties, and the complexity of repackaging.

Responsibility for Return

If your return is approved, you will be responsible for returning the product(s) at your own cost and within 10 working days of notifying us. To request a return note, please contact

Missing Part, Faulty, or Damaged Product

In the rare event that a delivered product is missing a part, faulty, or damaged, we are fully committed to resolving the issue promptly. To ensure a smooth resolution, please follow these steps:

Notify us at within 2 working days of delivery if you encounter any of the following issues: missing part, faulty product, or product damage.

Over-the-Phone Troubleshooting
: If you've installed a product, especially electronic items like flush controllers, and encounter operational or installation issues, our customer service team is ready to provide assistance through over-the-phone troubleshooting. You can email us at or call us at Tel 01844 353210 during our operating hours, which are Monday to Friday, from 9 am to 5 pm. 

Faulty Products and Returns: In the case of confirmed faulty products, we will issue a refund to cover the return postage cost, aligning with the rates charged by the Royal Mail's Tracked 24 service. Please note that we do not offer upfront, free-of-charge replacements before the return process; our commitment is to either repair or replace the goods as necessary.