If the wrong drain side was shipped, the first thing to check is whether it is actually wrong, because on an Ella walk-in tub the side is named as you face the tub, ready to step in, and a right-hand door always means left-hand drains. Some "wrong side" tubs are exactly what was ordered, and the plumbing can usually run under the frame to a house drain on either side. If the configuration truly does not match your order, do not install it: brand new, uninstalled products in original packaging can be returned within the 30 day window unless your invoice says otherwise, and a return begins with authorization from where you purchased. The policy is laid out in returns and refunds basics.

Likely Causes

• The side was read from the wrong position; the door and seat sit at one end, the faucet and drains at the other.
• The house drain is on the other side of the alcove, which a 2 inch line under the tub usually solves.
• The configuration on the order does not match what arrived, which the team confirms from photos.

What to Check, in Order

1. Stand where you will approach the tub and compare the door side with your order, using the naming in choosing a left-hand or right-hand configuration.
2. Ask your installer whether the drains can connect as delivered. There is roughly 3 inches of clearance beneath the frame for a 2 inch PVC line, and the four-port drain body connects from either side with the unused ports capped.
3. If it still does not work for you, leave it uninstalled and in its original packaging; installed products cannot be returned or exchanged.
4. Check your invoice for the return terms. The published window is 30 days unless the invoice stipulates otherwise.
5. Request authorization before shipping anything back. Start with where you purchased, or open a ticket at ellasbubbles.com/support or call (800) 480-6850 with your order number and the reason.
6. Once authorized, pack the item with every insert and piece of hardware, photograph the packed crate, and ship it as instructed. The customer is responsible for the cost of shipping the return, and the published restocking fee is 25 percent of the original order amount, less taxes and shipping costs.

The video explains that the door side sets the drain side and then shows an installer connecting two of the four T-type ports and capping the rest, which is why the delivered side is often workable without a return.

When to Open a Ticket

If you believe the wrong configuration shipped, contact where you purchased, or your Ella dealer or the team at (800) 480-6850 or ellasbubbles.com/support, with your order number, a photo of the tub from the entry side showing the door and drain ends, a photo of the serial label, and your invoice. The team compares the photos with the order and tells you whether it is a return or an installation solution. The where you purchased matters article explains who handles the return when a retailer was the seller.

Common Questions