Terms & Conditions

Returns, Refunds & Liability Policy

We offer a 30-day return policy, which means you have up to 30 days from the date of receiving your item to request a return.
To be eligible for a return, the item must be in the same condition as received, unused and unworn, with all original tags attached and in its original packaging. You will also need to provide your receipt or proof of purchase.
Once your return request has been approved, we will provide you with a return shipping label along with clear instructions on how and where to send your parcel. Please note that items returned without prior approval will not be accepted.
For any questions regarding returns, please contact us at info@protosurface.co.uk.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us immediately so we can assess the issue and resolve it as quickly as possible.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without needing to provide a justification.
To qualify, the item must remain in the same condition as received: unused, unworn, with tags, in its original packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@protosurface.co.uk.

Liability

Please note that we cannot be held responsible for any structural or plumbing aspects of the installation. Therefore, we accept no liability for any damage caused to the item during installation, except where the installation is carried out by our own team.
We strongly recommend using a reputable and qualified professional installer to ensure the item is fitted safely and correctly.

Fixings & Plumbing

Please note that taps are not supplied with our products.
If you select a deck-mounted tap configuration, your item will be supplied with pre-drilled tap holes according to the spacing specifications provided during the ordering process. Our standard tap hole diameter is 35 mm, although we can customise the hole size to suit your specific requirements.
As tap sizes can vary significantly between manufacturers, we strongly recommend checking the tap manufacturer’s specifications before placing your order.
Fixings & Plumbing
Due to the wide variety of wall types and fixing methods used in building projects, we do not supply fixing screws, bolts, waste traps, tap connectors, or other plumbing components as standard with our items.
For wall-mounted products, the required wall fixing brackets will be included. Depending on the size and length of the item, two or three wall brackets will be provided.
Where fixing screws are required, the exact specifications will be clearly stated in the technical drawing supplied with your order.
For fixed base and hidden waste basins, water flows through a slim channel into a concealed sink bowl and waste system, which remains accessible from underneath the unit.
Important: If the product is installed by our team, we will take care of all aspects of the installation, including supplying the necessary screws, fixings, and completing all plumbing and sanitary works.