Last updated: 19 May 2026
We want you to love your Naked Sink products — but if something's not right, we're here to help. Here's exactly how returns work, with no hidden steps.
Your Right to Return
Change of mind
Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to let us know you'd like to return it, and a further 14 days to send it back.
Faulty, damaged, or wrong items
Under the Consumer Rights Act 2015, you have up to 6 months to report a fault that was present at delivery. For items that arrive visibly damaged, please report within 48 hours of delivery with photos so we can resolve it quickly and claim from the courier where needed.
What Can Be Returned
Naked Sink sells two types of product, and they have slightly different return rules — mostly because of hygiene law around soap.
| Product / condition | Returnable? |
|---|---|
| Soap and soap-with-bottle sets — unopened, sealed | Yes — within 14 days |
| Soap and soap-with-bottle sets — opened or used | No — hygiene exclusion under UK consumer law |
| Empty ceramic bottles — unused, in resaleable condition | Yes — within 14 days |
| Empty ceramic bottles — used or filled with soap | No — no longer resaleable |
| Faulty, damaged, or incorrect items (any product) | Yes — within 6 months (48 hours for visible damage) |
| Part of a promotion (e.g. bundle, free gift) | Yes — but full bundle must be returned |
Because our bottles are made from ceramic, returns must be sent in padded packaging to protect them in transit. Returns received broken due to inadequate packaging may not be eligible for a full refund.
How to Start a Return
- Email us first at [email protected] with your order number, which item(s) you want to return, the reason for return, and photos if the item arrived damaged or faulty.
- Wait for confirmation. We'll reply within 2 working days with return instructions and, where applicable, a prepaid label.
- Pack it properly in padded packaging — original packaging is ideal.
- Send it back to: Naked Sink Ltd, [Registered Office Address].
- Use a tracked service. We strongly recommend tracked or signed-for postage. Until the parcel reaches us, it remains your responsibility — we can't refund items lost in transit on the way back to us.
Returns sent without contacting us first may be delayed or refused.
Return Postage
| Reason for return | Who pays |
|---|---|
| Change of mind | Customer |
| Wrong item sent | Naked Sink (prepaid label provided) |
| Faulty or damaged on arrival | Naked Sink (prepaid label provided) |
Refunds, Not Exchanges
We currently offer refunds only — we don't process exchanges. If you'd like a different product, simply return your original order and place a new one. This keeps things simple and gets you what you actually want faster.
How Refunds Are Processed
Once we receive your return, we'll inspect it within 2 working days. If everything's in order, we'll process your refund through Stripe back to your original payment method.
- Refunds typically arrive within 5–10 working days of being processed
- We refund the full item price; original delivery charges are non-refundable for change-of-mind returns
- For faulty or wrong items, we refund the full amount including original delivery
If a return doesn't meet the conditions above (e.g. opened soap, used bottles, missing items, damaged due to poor packaging), we'll get in touch before processing anything — we won't just send it back without telling you.
Promotional & Bundle Orders
If your order included a promotion (e.g. free gift over £49.99, multi-buy discount, or bundle), the full order must be returned to qualify for a refund. We can't partially refund promo orders, as that would change the conditions that qualified you for the offer in the first place.
Gifts
If you received a Naked Sink product as a gift and need to return it, please email [email protected] with the order number (the gift-giver should have this). Refunds are always issued to the original payment method.
Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law. If you believe a product is faulty, not as described, or not fit for purpose, you have rights under the Consumer Rights Act 2015 — get in touch and we'll sort it out.
Questions
For anything not covered here, email [email protected] and we'll get back to you within 2 working days.