At Tresani, we want every customer to be delighted with their purchase. We understand there may be instances where you need to return an item, therefore we try to make this as easy as possible. Please review our returns policy below for information on the return timeframe and procedures.

You have 30 days from the date of receiving your order to initiate a return. Products must be unused, uninstalled, and in their original condition and packaging, including all accessories, manuals, and protective materials. Returns cannot be accepted for products that have been installed, modified, or used, as these cannot be resold for hygiene and safety reasons.

Customers are responsible for the cost of return shipping unless the item is due to an error on behalf of Tresani or due to an item defect, which shall be agreed with our customer service team prior to the return. It is essential to obtain a return authorisation before sending back any items. Unauthorised returns may not be accepted.

Contact our Customer Care team by email at info@tresani.com or phone at 0345 548 4344 to request a return authorisation.

Provide your order number, reason for return, and photographs if applicable (especially for damage or faults).

We will confirm your eligibility, provide guidance on packaging, and arrange collection or advise on your chosen courier.

When returning goods to us please include a copy of your invoice, cancellation notice (where applicable), or a written note of your name, address, e-mail address, order number, and reason for return. This will speed up the processing of your return.

If your order arrives damaged or develops a fault within the warranty period, please contact us within 48 hours of delivery for transit issues, or as soon as a fault is discovered.

Provide photographs and details so our team can assess the issue quickly.

Where confirmed, we will arrange repair, replacement, or a full refund at no cost to you.

As our toilets are large and heavy (approx. 50kg each), they must be returned using a palletised or specialist courier service:

Packaging: Items must be securely re-packed in the original packaging. This ensures protection during transit and allows us to process your return quickly.

Collection: Tresani can arrange pallet collection at a pre-agreed cost. Alternatively, you may arrange your own courier, provided the service is tracked, insured, and suitable for heavy goods.

Customer Responsibility: Customers are responsible for safely preparing the item for collection and ensuring it is accessible at kerbside. Please use safe lifting practices and ensure two people are available to move the product.

Once your returned item is received at our warehouse, it will undergo a quality inspection to confirm it is:

Unused and uninstalled | In its original packaging with all manuals, parts, and accessories included | In resaleable condition

After inspection, your refund will be processed within 5 business days.

Refunds are issued to the original payment method only. You will receive an email confirmation once your refund has been approved and released.

We reserve the right to make reasonable deductions if:

Items are returned without original packaging | Accessories, manuals, or parts are missing

We aim to make the returns process as straightforward as possible. Every Tresani product is crafted to the highest standard, and our team is here to ensure your experience — from purchase to delivery and, if required, return — is handled with the care and professionalism you expect.

By making a purchase with us, you acknowledge and agree to abide by our Returns Policy above.