Can I return replacement parts or accessories I ordered separately from Ella?

Yes, within the published 30-day window and under the same conditions as a tub. An accessory such as a glass shower screen is covered by the same 30-day return policy as the tub itself, so it can be returned when it is brand new, uninstalled and in its original packaging, and the return has been authorized before anything ships back. Replacement parts you paid for are invoiced as their own order, so the same request goes to the team with that invoice, and the full policy is laid out in Can I return my walk-in tub? The 30-day return policy explained.

Accessories, Paid Parts and Warranty Parts Are Three Different Things

An accessory is an item sold alongside the tub, such as a folding glass shower screen. The team treats these as products covered by the same return policy as the tub. Four-Fold Glass Shower Screen: Damaged Hardware, the Return Window and Why Panels Cannot Be Added is the clearest published example: the screen must be uninstalled and in its original packaging, the return must be authorized first, and once the 30 days have passed or the screen has been mounted it can no longer be returned.

A replacement part you paid for, such as a faucet cartridge or a hand shower bought outside a warranty claim, is invoiced separately and a sales receipt is emailed after payment. Because your invoice can stipulate different terms, have that parts invoice handy when you ask about a return so the team can confirm the window that applies to it.

A part shipped at no charge under the lifetime parts warranty is not a purchase, so there is nothing to refund. If a part arrived and you are not sure whether it was billed or sent under the warranty, ask through ellasbubbles.com/support and the team will confirm and send the receipt if there is one.

The Conditions, Exactly as Published

• Window. 30 days, unless otherwise stipulated in your invoice.
• Condition. Brand new and uninstalled. A screen that has been mounted or a part that has been fitted is no longer eligible.
• Packaging. Original packaging, so keep the box and every insert until you are sure the item is staying.
• Fee. The published policy states: "The restocking fee is 25% of the original order amount, less taxes and shipping costs." The team confirms how that applies to your specific invoice.
• Return shipping. The customer is responsible for all associated costs of shipping the return.
• Where you bought. If the accessory or part came through a dealer or retailer, that seller's return policy applies, not Ella's.

Anything bought through Home Depot, Menards, Amazon or another retailer follows the retailer's process for returns even though the warranty and technical support come from Ella. Bought Through Home Depot, Menards, Amazon or Another Retailer? How Support, Parts and Warranty Work explains that split.

How to Start the Return, Step by Step

1. Find the order number. It is on the invoice or receipt for the accessory or part. If you cannot find it, How to Get a Copy of Your Invoice or Paid Receipt explains how to have a copy emailed, including invoices for parts and accessories paid for separately.
2. Request authorization. Open a ticket at ellasbubbles.com/support or call (800) 480-6850 with the order number and the reason for the return. Wait for authorization before shipping anything.
3. Ship to the returns warehouse. Authorized returns go to Ella's Bubbles, 2700 W Roosevelt, Chicago, IL 60608. This is the returns warehouse rather than the corporate mailing address, so use it exactly as authorized.
4. Warehouse inspection. The warehouse inspects the returned item within 24 to 48 hours of arrival.
5. Processing and refund. The office processes the refund within 24 to 48 hours of receiving the warehouse report, and the amount is reflected on your account within 5 to 7 business days.

What Happens If the Item Is Damaged on the Way Back

The customer is responsible for all associated costs of shipping a return, and the published policy is specific about what happens when a return arrives in poor condition: if any items are missing or damaged, the refund amount is reduced by the cost of replacing or repairing the damaged or missing parts. That applies to a shower screen with a cracked panel just as it applies to a tub that arrives with a missing drain kit.

The practical protection is the original packaging. Repack the item the way it arrived, with every insert in place, and keep a few photos of the packed item before it leaves your hands. For a screen, which ships in several pieces and is assembled on site, make sure every frame section, slide and roller goes back in the box, because a missing piece reduces the refund in the same way damage does.

Ordered the Wrong Accessory and It Has Not Shipped yet

If you realize the mistake before the item leaves the warehouse, a cancellation is simpler than a return. Contact the team right away with your order number. If it has not shipped, the order is canceled and you receive a receipt confirming the cancellation. If it has already shipped, the team asks the carrier to stop and route it back. Canceling a Walk-In Tub Order Before or After It Ships covers both cases. Note that a shower screen cannot be exchanged for extra panels, so if the screen you ordered is shorter than your tub, ask the team about a fixed glass panel beside it rather than planning on a return and reorder.

Related Guides

• How to Order a Replacement Part for Your Ella Walk-In Tub
• Common Questions About Replacement Parts: Parts Lists, Diagrams, Photos, Addresses and Old-Part Returns
• Does Ella's Bubbles Sell Replacement Parts for Walk-In Tubs?

Common Questions