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The Wrong Drain Side Was Shipped. How Do I Return It?

Updated September 2026

▶Glossary5
  1. Likely Causes
  2. What to Check, in Order
  3. When to Open a Ticket
  4. Related Guides
  5. Common Questions

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 policy states: "The restocking fee is 25% of the original order amount, less taxes and shipping costs."
Ella's Bubbles: Dual Drain Technology and House Drain Connection
Chapters in this video
  1. 0:00 Dual Drain Technology Overview The video introduces Ella's Bubbles dual 2-inch, four-port drain system and its connection to a house drain.
  2. 0:20 Live Drain Demonstration A live demonstration shows water flowing through the dual 2-inch, four-port drains.
  3. 0:39 Drain Setup Images Actual images display a drain setup before and after the installation of the dual drain system.
  4. 1:01 House Drain Connection Options The video explains recommended house drain connections and how installers determine the best setup.
  5. 1:27 Easy Turn Drain Handles The easy turn drain handles are shown, which also function as dual air vents to maximize water outflow.
  6. 1:40 Single Drain and Gravity Driven System Some tubs feature an oversized single drain with emergency pull chain, and the gravity-driven system is highlighted.

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. Watch: Ella's Bubbles: Dual Drain Technology and House Drain Connection with chapters and a full transcript.

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

Can I return the four-fold screen or a faucet if it does not fit?
The published policy covers brand new, uninstalled products in original packaging within the 30 day window, unless your invoice stipulates otherwise. Request authorization first, keep every piece of packaging, and expect the published restocking fee and return shipping to apply; the team confirms whether the policy applies to your specific item.
Are unused add-ons returnable after the tub is installed?
Ask before your installer mounts anything. The policy is written for brand new, uninstalled products in original packaging inside the window, and once an add-on is mounted it is not eligible for return or exchange. The team confirms what applies to your invoice.
Is the microbubble unit really final sale?
Yes. Invoices for microbubble units note that those sales are final, and the invoice governs over the general 30 day policy. If the unit arrived damaged, that is a freight claim rather than a return, and it should be reported within 48 hours of receipt.
How much will I get back on a return?
No refund figure is computed in advance. The published policy states: "The restocking fee is 25% of the original order amount, less taxes and shipping costs." The refund can also be reduced for missing or damaged parts found at inspection, and the office confirms the exact figure for your order.

About this guide. Answers in the Ella’s Bubbles Support Center are compiled from real conversations with tub owners, our technicians’ notes and the product documentation, then reviewed by our team. Tub models and options have evolved over the years, so a detail here may differ slightly from your exact tub. If something looks different on yours, send us your serial number and a specialist will confirm it for your model.

Related guides

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