Hi, my name is TiaMaria99! Arranging a refund for VAT on bathroom work, has anyone done this?

TiaMaria99

Hi, we have recently installed a new bathroom due to my husbands disability and have tried to use the VAT at 0% when purchasing the items (not sure of the exact name for this). A local shop supplied some of the items, like the level 2 grip shower tray for example and they told me that they will only accept the 0% VAT if we use them for the bathroom installation. I told them we have an excellent plumber and have already got him booked in to do the installation. They told me that they have no way of knowing if the items purchased will end up in our home where the disabled person lives. I told them they are welcome to come round to look at the property before, during and after, but they declined unless they got the installation job. This felt like conditional selling and very unfair. The bathroom has since been completed and we did continue to purchase these items from the company as the shower tray was one my mum has and my husband wanted the same as he felt confident using this one. There were a couple of other bits purchased from this company as it felt easier to have them from one place so we know they fit, we also purchased the shower screen and wall boards. We had tiles in there previously and my husband cannot get down to clean grout so wall boards are easier with less maintenance. I emailed the company informing them the bathroom installation has now finished, reminded them that not all disabilities are visible and asked them to help arrange the VAT refund. So far they have ignored my email. Has anyone been through something similar and know how I can resolve this? Thanks in advance for reading :)

MW123

@TiaMaria99

Welcome to the community!

Regarding the matter of the VAT. That company’s response is not right, it doesn’t reflect how VAT relief actually works for disability related products. You don’t have to use the same supplier for both supply and installation, 0% VAT can still apply even if the installation is arranged separately.

Their reasoning about “not knowing where the items would be used” isn’t valid either. The proper process is simply to complete the VAT Relief for Disabled People eligibility declaration form, this confirms the items are for the personal use of a disabled person and is the standard evidence HMRC requires.

Your offer to let them visit your home was well beyond what’s necessary, normally it’s just a signed declaration. You were being more than reasonable.

At this stage, I would suggest sending them a formal complaint stating that VAT was charged incorrectly and asking for a refund. Give them 14 days to respond. If they don’t reply, or they refuse, then the next step is a Letter Before Action. You do not need a solicitor for that, just write a clear, dated letter saying that if you don’t get your refund by the deadline, you’ll start a Small Claims Court claim.

You can also report the matter to Trading Standards via Citizens Advice, since they track this type of issue. And by the way, your bathroom sounds lovely, I am sure it has already made a real difference for your husband.