RETURNS & REFUNDS

Clear process. Clear conditions. No guesswork.

We understand that renovation plans can change. Eligible products can be returned for change of mind within 60 calendar days of the recorded delivery date, subject to the conditions and exclusions below. This change-of-mind policy is separate from your rights for faulty or non-compliant goods under the Australian Consumer Law.

1. Start with the Return Request Form

All returns must be requested and approved before products are sent or delivered back. Complete our Return Request Form using your order number and the email address used for the purchase. We may ask for photos of the product, packaging and labels before approval.

Once approved, your Return Authorisation / return form will provide the correct returns address for our nominated distribution centre, together with the return reference and any product-specific freight, pallet or packaging instructions. The returns address is supplied only after approval so your goods can be directed to the correct receiving point and matched to your return. Do not send or deliver products to any address before receiving approval.

2. 60-day change-of-mind window

A return request for an eligible product must be lodged within 60 calendar days of the recorded delivery date. Change of mind includes choosing the wrong size, colour, finish, configuration or quantity; deciding the item no longer suits the project; or changing your renovation plans.

To qualify, the product must be unused, uninstalled, unassembled and in a condition that allows it to be resold as new. It must be complete with all parts, accessories, manuals and protective materials, and the manufacturer packaging must be clean and undamaged.

3. Change-of-mind exclusions

Unless we expressly approve otherwise in writing, the following are not eligible for change-of-mind return:

• Custom-made, made-to-order, special-order, custom-sized, custom-coloured or non-stock products ordered specifically for you.

• Products that have been cut, drilled, modified, configured or manufactured to your requirements.

• Bathroom vanities, vanity cabinets, configured vanity combinations and made-to-order cabinetry.

• Shower screens, shower doors, bath screens and configured shower-screen packages.

• Bidet seats, smart toilet seats, replacement toilet seats/lids and other hygiene-sensitive products once supplied/opened where resale cannot reasonably be assured.

• Stone, concrete, composite and solid-surface products, including relevant basins, baths, tops and slabs.

• Mirrors, LED mirrors, mirror cabinets and shaving cabinets.

• Clearance, final-sale, discontinued, run-out, ex-display, factory-second, damaged-carton or “as-is” products.

• Commercial quantities, trade/project orders, builder orders, bulk purchases, multi-unit orders and products supplied under negotiated project pricing.

• Installed, partly installed, assembled, connected, filled, tested, drilled, trimmed, glued, siliconed, grouted, altered or otherwise used products.

• Products damaged while in your possession or during return transport, or products missing original parts, packaging or protective materials.

• Samples, consumables and opened replacement cartridges/filters where the product cannot be resold as new.

• Any item identified on the product page, quote, invoice or order confirmation as non-returnable or subject to special return conditions.

If you are uncertain whether your product is eligible, lodge the request before arranging freight. We will assess the specific product and supplier conditions.

4. Restocking fee

Approved change-of-mind returns are subject to a 20% restocking fee calculated on the amount paid for each returned product, unless a different condition was expressly stated before purchase. The fee helps cover return administration, inspection, supplier charges, handling and reduced resale value.

Restocking fees do not apply where the return is accepted because of a confirmed fault, transit damage, incorrect supply or another remedy required under the Australian Consumer Law.

5. Return freight and original delivery costs

• For change of mind, you are responsible for arranging and paying return freight unless we agree otherwise in writing.

• Original delivery charges are not refundable for a change-of-mind return.

• Where delivery was free or subsidised, the actual outbound freight cost may be deducted from the refund.

• Do not send returns using cash-on-delivery or receiver-to-pay freight.

• You remain responsible for the product until it is safely received and inspected. We strongly recommend tracked and insured freight.

• Large, heavy or fragile products must be protected appropriately. Products delivered on a pallet/skid may need to be returned the same way.

6. Return approval period

Unless your approval says otherwise, approved change-of-mind products must be dispatched or delivered back within 14 calendar days of approval. If that period expires, the approval may lapse and a new assessment may be required.

7. Packaging requirements

Manufacturer packaging forms part of the product for return purposes. Please do not write on it or attach courier labels directly to it. Use an outer carton, wrap or other protective layer where practical. Returns may be declined or adjusted where packaging is missing, crushed, wet, torn, marked or incomplete, or where parts, foam, inserts, fixings, manuals or protective films are missing.

8. Inspection and refunds

Approval to send an item back is conditional on inspection. Once the product arrives, we will confirm that the correct item was returned, that it is complete and undamaged, and that it remains suitable for resale as new.

Approved refunds are generally processed within 14 business days after the returned item has been received, inspected and accepted. Refunds are normally issued to the original payment method. Your bank or payment provider may take additional time to show the funds.

9. Packages, bundles and promotional items

Where a return affects a package, bundle, volume discount, free item or delivery promotion, the refund may need to be recalculated. We may require bundled or promotional products to be returned together. If part of a package is retained, the retained products may be repriced at the price that would have applied without the original bundle discount.

10. Exchanges

We do not guarantee direct exchanges. In most cases, the unwanted eligible product is processed as a return and a new order is placed for the replacement. Replacement stock is not reserved unless we confirm this in writing.

11. Damaged, faulty or incorrectly supplied products

The change-of-mind exclusions, freight rules and restocking fee above do not apply in the same way when a product is faulty, unsafe, damaged in transit, incorrectly supplied, significantly different from its description or otherwise covered by a consumer guarantee.

• Inspect deliveries as soon as practical and report visible damage, shortages or incorrect items promptly — ideally within 48 hours — so we can investigate quickly with the carrier or supplier.

• Take photos of the complete product, the issue, external and internal packaging, labels and shipping labels before discarding packaging.

• Do not install a product that appears damaged, incorrect or defective. Contact Customer Care first.

• We may request video, installer details or a technical assessment where relevant.

• Depending on the circumstances, the remedy may be repair, replacement, refund or another remedy required by law.

Before you submit a return

• Have your order number and the email address used for the purchase ready.

• Confirm the item has not been installed, assembled, connected, modified or used.

• Keep the complete manufacturer packaging, inserts, fixings, manuals and protective materials.

• Take clear photos of the product, packaging and labels before arranging return freight.

• Wait for written approval and the Return Authorisation / return form before sending anything back.

• Use only the distribution-centre return address and return reference shown on the approved form.