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Ordered the wrong item and need to send it back? 

Order arrived damaged?

Order arrived incorrect or incomplete?

Faulty item within 30 days?

Faulty item after 30 days?

Contacting support

Ordered the wrong item and need to send it back for a refund? 

We have a 30 day money back guarantee! 

Subject to conditions in the returns policy. Please see this, as well as detailed information on returns here.


Unwanted items, items that are no longer required, or items ordered by mistake can be sent back to us for a refund within 30 days from the date of delivery.  These must be in a re-saleable and original condition, in the original and undamaged packaging.


If needed, please place a separate order for any revised items at your convenience.


It is extremely beneficial and will speed up the returns process if you include your order reference and a covering note, explaining the reason for return and any further instructions for us if required.

You do not need to obtain a returns number from us in advance, as we do not require a reference for returns.


Contacting us prior to returning non-faulty items is not always necessary, but we are happy to help you, should you need some advice. Contact details are at the bottom of this page.


Our returns/exchanges address is as follows:


F.A.O. Returns
National Shower Spares
Units 16-17 Bamel Way
Gloucester Business Park
Brockworth
Gloucester
Gloucestershire
GL3 4BH

Within 30 days - Has an order arrived damaged, incorrect or incomplete? Item on your order faulty on arrival?


If there is a problem with your order or an item has arrived damaged, you should contact us using the details at the bottom of this page as soon as possible (but within 30 days). We'll be sure to resolve your problem as fast as possible.

Beyond 30 days - Faulty product or need some support?


Please contact us (using the details in the below section) and we can provide further assistance. We will point you in the right direction, provide troubleshooting or remedial advice and, if suitable under the manufacturer's warranty, send a replacement item out to you direct from NSS.


For some products the manufacturer may, under the warranty, investigate, repair or replace the item through their own process. We'll let you know if this is the case.

Contacting us


If you can, please include a supporting photo or video, showing the problem with your order. This will help us to resolve your issue faster. You can do this by using our contact forms or via email.


  • You can get in touch using our contact form. Just click the red 'Help/Advice' button in the bottom right corner of our website.
  • Alternatively send an email to [email protected], making sure to include as much information as possible.


Using the above options will create a support ticket for you and one of the team will get working on a resolution straight away.


If you prefer, you can also give us a call:


Click here for our opening hours.

For information on the timeframe for returns and/or refunds, please see here.


For further information, don't forget to take a look at our full Returns Policy.