Refund policy

Returns, Refunds & Warranty

At Backwaters, we want you to enjoy your washbasin with confidence. If something isn’t right, please get in touch—we’re here to help.

Damaged or Incorrect Items

Please check your order on arrival. If it arrives damaged, faulty or incorrect, contact us as soon as possible with your order number and clear photos. We’ll assess the issue and arrange a replacement or refund, with collection and delivery at no cost to you.

Our Two-Year Replacement Promise

Your washbasin is covered by a two-year replacement warranty from delivery. If a defect develops despite correct installation, normal use and following our care instructions, we’ll replace it free of charge. If a suitable replacement is unavailable, we’ll offer a refund.

Caring for Your Washbasin

To protect its finish and maintain your warranty:

  • Use water no hotter than 40°C.

  • Keep it in a dry, well-ventilated environment at 30°C or below, away from prolonged sunlight and extreme temperature changes.

  • Use clean water suitable for face and hand washing. Avoid salt water, seawater and contaminated water.

  • Use mild, non-abrasive, skin-safe cleaners suitable for the coating. Avoid acids, chlorine, bleach, solvents, thinners and harsh chemicals.

  • Rinse and wipe dry after use. Avoid leaving water, soap or other liquids on the surface for extended periods.

The warranty excludes damage caused by improper care, incorrect installation, impact, misuse or unauthorised repairs. Natural wood variations and normal wear are not defects.

Change of Mind

Please choose carefully, as we do not accept change-of-mind returns, including bespoke or personalised orders. Your rights for faulty or incorrectly supplied products remain unaffected.

Refunds

Approved refunds are returned to your original payment method within 14 calendar days. Your bank may need additional processing time.

Need Help?

Contact us before returning your item so we can guide you through the next steps.

Email: info@backwatersglobal.com
Phone / WhatsApp: +971 54 241 1711

Backwaters is operated by Treecore International, Dubai, UAE. This policy does not affect your rights under applicable consumer protection law.