Customer Service & Returns

Ordered the wrong size, changed your mind, or something arrived damaged? Here’s exactly how we handle it. No small print tricks.

Returns at a glance

Customer service

One team handles everything, and you talk to people who actually know the products. Call +44 7543 544598 or email support@rumosinks.co.uk. If it’s about an existing order, have your order number handy and we’ll be quicker.

Item damaged on delivery

Report it within 48 hours of delivery with your order reference. A photo of the damage helps us move fast, and it protects you too.

We’ll arrange collection of the damaged sink and dispatch a replacement as soon as it’s back at our warehouse. As a rough guide, expect the replacement about 3 days after the return reaches us. You pay nothing for any of this.

Remember to check everything within 7 days of delivery, before installation. Faults, shortages and errors reported inside that window get fixed free. Obvious damage reported after it, the kind a first look would catch, we can’t refund or exchange. Genuine hidden faults are different, and your statutory rights always stand.

Changed your mind

You have 30 days from delivery to return your order, no reason needed. That’s more than double the legal minimum, because we’d rather you were sure than stuck.

Three conditions, all reasonable: the sink must be unused, in its original packaging, and in resalable condition. If the packaging is badly damaged or defaced, we may not be able to accept the return.

To start, call or email us with your order number and a photo of the packaged item. Then choose how it gets back to us:

1. We collect it: flat £9.99. One price, any sink, anywhere we deliver. We book the courier, you just have it packaged and ready. The fee comes off your refund.
2. Send it back yourself. Any carrier you like, at your own cost and risk. Get proof of postage and use decent packaging, because we can’t refund a sink that arrives back damaged or goes missing on the way. We’ll give you the return address when you get in touch.

Once the sink is back with us and checked, your refund is processed within 14 days, to your original payment method.

Exchanges

Picked silver and wish you’d gone anthracite? Or the bowl’s the wrong size for your unit? Within 30 days, call us and we’ll arrange a straight swap. The £9.99 collection fee applies, the returned sink needs to be unused and in its original packaging, and we’ll sort any price difference with you over the phone or by email before the new one ships.

Cancellations before delivery

You can cancel free of charge any time between ordering and delivery, for a full refund. Call us rather than emailing: our deliveries move fast, and a phone call is the only way to be sure we catch your order before it’s on a van.

Your statutory rights

Nothing on this page limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If a product is faulty, not as described, or doesn’t last as it should, those rights apply on top of everything above.