Shipping and Returns
Returns Policy (In-Store Purchases)
Returns are accepted and refunds given under the following conditions:
Refunds Will Be Issued if:
1. The product was not supplied as advertised.
2. Sales staff have incorrectly advised the customer on the suitability of the product for the intended purpose (excluding aesthetic suitability).
3. The product is returned within 60 days of purchase, in saleable condition, with original proof of purchase.
4. The product is a standard stocked item, not a special/custom order or an excluded item (see below).
5. A 10% restocking fee applies to standard stocked items.
6. For Aulic/Lafeme and Otti ordered-in items, a 20% restocking fee applies.
Returns are accepted and store credits given under the following conditions:
Store Credits May Be Issued if:
1. Any of the above criteria are met but the item is returned to a different store than the original point of purchase.
2. The customer changes their mind within 14 days and the product is eligible for return.
3. The product is not a special/custom order or listed under exclusions below.
Important Exclusions (Non-Returnable\Refundable Items):
The following items cannot be returned or refunded for change of mind or customer error:
1. Toilet seats and toilet parts (for health and hygiene reasons)
2. ALL Shower screens or glass (for safety reasons, item handling and size of item)
3. Customised stone products
4. Special/custom orders
Returns Policy (Web Purchases)
Returns are accepted within 30 days of purchase under the following conditions:
1. If the product is not supplied as advertised.
2. Goods must be returned in a resalable condition (new/unopened)
2. Buyer to cover return postage.
4. No refund issued for simply change of mind, however a merchandise credit note will be issued in most circumstances.
For safety reasons, we do NOT offer returns/refunds on change of mind for ALL shower glass.
Please call customer service on 07 5522 0365 for return approval. No returns accepted after 30 Days.
A restocking fee of 15% may apply to cover handling/packing overheads depending upon individual circumstances and reviewed on case by case basis.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in most cases you will receive a refund earlier. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item once the return is approved, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Shipping
We can ship to virtually any address in the Australia.
Note that there are restrictions on some large bulky items to some areas.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based.