FAQ

Click to navigate to a section, or scroll down to read all FAQs:

  1. Products & Features
  2. Installation
  3. Delivery & Shipping
  4. My Order
  5. Payments & Checkout
  6. Guarantee & Warranty
  7. Returns & Refunds
  8. Customer Accounts
  9. Trade Accounts
  10. Battery Powered Products
  11. Product Care

Products & Features

There are a few things to check that will resolve most flickering or flashing issues.

1. Check you are not using a dimmer switch

Our mirrors and cabinets require a 220–240V mains input and are not compatible with wall dimmer switches. If the product is connected to a dimmer, this will cause flickering and the dimmer must be replaced with a standard on/off switch.

2. Check for loose connections

Have a qualified electrician check that all mains connections are secure. Loose wiring is a common cause of flickering and should always be inspected by a competent person.

3. Check the door cable connections (cabinets only)

If your cabinet has cables running from the door that plug into the component tray at the top of the cabinet, ensure these are pushed in fully and are not loose. A partially connected plug can cause intermittent flickering.

4. Check the IR sensor clearance

If your mirror or cabinet has an IR sensor and appears to be switching on and off on its own causing the lights to flash, ensure there is at least 150mm of clear space around the sensor. Objects within this clearance zone can trigger the sensor unintentionally.If you have worked through all of the above and the issue persists, please contact our support team for further assistance.

Installation

Position the centre of the mirror at eye level for the primary user — typically 150–160cm from the floor. For a mirror with a sensor at the base, ensure the sensor is accessible without stretching. For cabinets, position the bottom of the cabinet above basin tap height to allow the door to open freely. Please allow 150mm clearance for motion sensors. Our blog article ‘How high should I hang a bathroom mirror?’ has detailed guidance.

Yes, but you need specialist fixings. Our products include fixings for solid masonry walls. For plasterboard, use ‘Redi-Driver’ and/or ‘Gripit’ anchors, widely available from hardware stores. Ensure the fixings are rated for the weight of your product — the product weight is on the product page.

The open-door width is shown in the product dimensions on the product page. As a guide, a single-door cabinet requires clearance equal to the full width of the door on the hinge side. Always check the specific open-door dimensions before installation — this is particularly important in alcoves, built-in units, or between other fixtures.

Download instructions directly from the product page under ‘Size & Details’ — click ‘Download Instructions’. If you cannot find them, email support@pebblegrey.co.uk with your order number and SKU (shown on the box label) and we will send them to you.

Always follow the instructions supplied in the box with your specific product, as fixing types are updated periodically. Online videos may show an older version. Contact us with your product SKU if you are unsure which method is correct.

Yes — the infrared sensor is sensitive to reflective surfaces and heat sources within 150mm. Grout lines, glass shower screens, chrome taps, and other mirrors within this zone can trigger unintended activation. Ensure 150mm clearance around the sensor. If unintended activation persists after checking clearances, contact us with your order number.

Delivery & Shipping

My Order

You should receive an email when your items have been purchased. This will contain all your order confirmation and details.

Due to the free next working day delivery we provide, we are unable to cancel your order. There may be a short window post purchasing where our customer service team can support you in cancelling the order. Please email support@pebblegrey.co.uk or call 01977 522021.

Amendments to existing orders (such as adding items, changing delivery address) are not possible. If you wish to make any changes, you will need to cancel your order and re-order. There is a short window for this before dispatch. You are recommended to contact customer service immediately on 01977 522021.

You will have a link to download a VAT invoice from your order confirmation email. If you struggle to find this, please email support@pebblegrey.co.uk along with your order number and we can provide you with a copy.

Payment & Checkout

Guarantee & Warranty

The standard guarantee on all of our products is 12 months. However, this can be extended to 10 years for illuminated mirrors and illuminated cabinets, or 5 years for light fixtures.

Once you've completed your order, activate your extended guarantee for free by completing our quick and easy online registration form within 30 days of purchase. We'll confirm your cover by email, giving you all your details should you ever need to contact us during the guarantee period, including your warranty reference number. Please note: you will be unable to complete the form once the initial 30 days has passed. There is no cost to extend your guarantee. Note: 10 years applies to LED mirrors and cabinets, the extended guarantee on lighting is 5 years.

Check your junk or spam folder first. If the confirmation is not there, email support@pebblegrey.co.uk with your order number and the email address used during registration. If you are still within the 30-day window and experienced a technical issue, contact us immediately and we will process your registration manually.

The 30-day window is a firm condition of the extended guarantee and we cannot activate it retrospectively. Your product still carries the standard 12-month guarantee which covers manufacturing defects during that period. Contact us at support@pebblegrey.co.uk if you experience a fault within 12 months — we will assess it under the standard guarantee.

The extended guarantee covers manufacturing defects — faults arising from a defect in materials or workmanship under normal use. It does not cover accidental damage, damage from incorrect installation, misuse, modification, or normal wear and tear. The guarantee is not transferable.

You can read more about what our guarantee covers here.

Contact us at support@pebblegrey.co.uk or call 01977 522021 with your order number and warranty reference number. Include a clear description of the fault and photos or a short video. Our team will assess the claim and advise on next steps — replacement unit, replacement part assessment, or rejection with reason. Claims must be made within the active guarantee period.

No — the guarantee covers the product itself. Labour costs for removal and reinstallation of a replacement product are not covered. We recommend keeping your installer’s contact details in case a replacement is ever needed.

Please use our returns centre and submit the details requested on the form. We will assess and advise on the correct resolution.

The 10-year extended guarantee was introduced in 2019 and applies to purchases made from that date. Products purchased before 2019 are subject to the guarantee terms applicable at the time of purchase. Contact us with your order details and we will advise on what support is available for your specific product.

Returns & Refunds

To return an item, visit our returns portal at returns.pebblegrey.co.uk with your order number. For change-of-mind returns, you have 14 days from the date of receipt to initiate a return. For damaged or faulty items, you have 30 days. Follow the steps in the portal — you will receive a returns authorisation and, where applicable, a prepaid label or collection arrangement.

Should your item arrive with any broken parts, signs of damage or manufacturing faults you must report this to us within 30 days via our Returns Centre from the date the item was received. We will require photo or video evidence with the claim. Do not install a damaged product.

If you try to submit a claim after the 30-day period, we are unfortunately unable to validate the claim and will not be able to issue a refund. We are unable to issue a refund if damage upon receipt is reported after the product is installed.

Start your return in our Returns Centre.

There are a variety of reasons that you can return an item to us including the below:

- Change of mind (within 14 days)
- Damaged in Transit
- The item is defective or does not work
- There are missing parts or accessories
- An incorrect item was received
- The quality is not adequate
- The item never arrived or arrived too late
- The description of the item was incorrect

Return postage is covered by Pebble Grey for damaged or defective items only. For change-of-mind returns, youare responsible forreturnpostage costs.

We do not offer or arrange any collections except if the item is damaged or faulty.

Return postage for change-of-mind returns is not covered by Pebble Grey — you are responsible for the cost of returning the item.

For items that arrived damaged or have a confirmed manufacturing fault, Pebble Grey arranges and covers the collection cost. Return postage costs are not deducted from your refund for fault-based returns.

Once we receive your return and confirm it is in acceptable condition, your refund will be processed within 5–7 working days. Refunds are returned to your original payment method. Allow a further 3–5 working days for the funds to appear depending on your bank or card provider. You will receive an email confirmation when your refund is processed.

If you believe your return was rejected incorrectly, reply to the rejection email withadditionalphotos or information supporting your claim. A senior member of our team will review within 2 working days.

Common reasons for rejection include:

  • Product has been installed or used
  • Missing original packaging
  • Claim made outside the return window

Do not wait for the item to come back into stock. Contact us directly at support@pebblegrey.co.uk or call 01977 522021 with your order number and a description of the issue. We will process your claim manually. A portal limitation on out-of-stock products should never prevent a valid fault or damage claim.

Try entering your order number with and without the PG- prefix. If the portal still does not recognise your order, contact us at support@pebblegrey.co.uk or call 01977 522021 and we will process your return manually. Do not delay — the 30-day fault reporting window runs from date of receipt, not from portal access.

If you wish to exchange your product, you will need to submit a return, and then re-order. If you are outside the 14 days return window, you will need to place a new order first, then submit a return quoting the new order number (same or higher value).

This depends on how the glass cracked. If it arrived cracked, or cracked due to a manufacturing defect, please contact us within 30 days of delivery with photos — this is covered under the guarantee. If the glass cracked after installation due to accidental damage (impact, drop, or thermal shock), this is not covered by the guarantee and unfortunately we cannot supply a replacement door panel separately as individual components are not available. In that case, the full unit would need to be replaced. If you are unsure whether the damage is manufacturing-related or accidental, send us photos at support@pebblegrey.co.uk and we will assess.

If you return an item without its original outer packaging and the item can no longer be resold in its received condition, we may not be able to accept your return or a deduction may be applied to your refund. To receive a full refund, please ensure the item is returned in its original outer packaging in fully resellable condition. If you need to return a large or heavy item and are concerned about packaging, contact us at support@pebblegrey.co.uk before dispatching and we can advise.

Customer Accounts

Trade Accounts

Please head to our trade page for information on how to create a trade account and to complete the application form. We will review your application within 1–2 working days.Trade accounts receive preferential pricing, priority order processing, and access to our trade catalogue. We welcome applications from kitchen and bathroom retailers, designers, developers, contractors and many more.

If you have an existing trade account, you can sign in and and your trade pricing will apply automatically. We do have a dedicated trade team who can place your order or provide a quotation - contact them on trade@pebblegrey.co.uk or 01977 522021 (option 2). If you don't have an existing trade account but are in the trade, please head to our trade page to sign up for trade discounts.

Yes - our trade catalogue is available here, or you can order a physical copy on our trade sign up page here.

Yes — we regularly supply residential developments, hotels, care homes, and commercial fit-outs. Contact us at trade@pebblegrey.co.uk with your project details including product requirements, quantities, and timeline. We can provide project pricing, phased delivery, and technical specification support.

VAT invoices are generated automatically for all trade account orders and will be available to download in your order confirmation email. You can also request individual invoices by emailing trade@pebblegrey.co.uk with the order reference.

Battery Powered Mirrors & Cabinets

Product Care