Please check your order when you receive it! Returns are easy if we know about them straight away but can be a bit tricky if we don’t hear back from you for a while.
Items MUST be checked within 24 hours of the receipt of goods. We understand that this might be difficult if your job is delayed and you don't require the items straight away or if you are busy and you simply store it in your shed until you need it. We hope that you, too, understand that we have people contact us to get a refund on damaged items that have clearly been damaged on site (tools being dropped on them, products are dragged across construction sites, products are dropped, inexperienced tradespeople sometimes cut items in the wrong area or scratch the tap finishes and the list goes on!) so in order to be 100% sure that the damage is our responsibility we need to be advised straight away. If you choose to store your products without checking them please understand that we will see this as acceptance that the goods have arrived in perfect condition.
If you change your mind after receiving a new bathroom product, contact us at info@bathwaredirect.com.au within 14 days of delivery to exchange it for a similar product or return it for credit toward your next purchase.
Credits and exchanges are for the full value of the returned goods only and do not include the cost of postage/freight unless an item is faulty/defective in which case we will pay for postage/freight. You can only exchange for change of mind once for any given order (i.e. you can't decide to change your mind on the replacement product and get another replacement or return for credit). We comply with every aspect of Australian Consumer Law, of course, so if an item is faulty we will always rectify this for you. Change of mind does not apply to goods that have been installed or used. Items must be in perfect condition to be eligible for a change of mind credit.
How do I return an item?
1. Fill out the Returns Form and mark the items that you are returning on your customer invoice (both forms will be enclosed in your order).
2. Pack your item/s for return. Label the products using the return shipping label supplied with your order and ensure they are packed carefully to avoid damage (items that are damaged in transit due to inadequate packaging will unfortunately be unable to be refunded). Freight and postage for returns is the responsibility of the customer for change of mind.
3. Once we receive your return we will inspect the item/s to see if our returns policy has been met. We will let you know if the return has been approved and process the refund/credit/exchange. This will be done within 2 days of receiving the item. *If the returned item does not meet our returns policy we will call you to discuss options.
OR
Simply bring it into our showroom at 8-10 Vesper Dr, Narre Warren and we can inspect and process the return on the spot.
Returns Policy
There are three options for a return:
- you can opt for a 110% credit to your account to spend within 6 months,
- you can arrange an exchange straight away or;
- we can refund your returned goods.
Fine print and the boring (but important!) bits....
We will accept all returns in accordance with Australian Consumer Law. Returns will only be accepted with proof of purchase.
There is a 30 Days limitation on all credits. Credits will not be issued for Goods returned without proof of purchase.
All Goods sold are subject to the applicable manufacturers warranty, guarantee and trading terms (if any). If goods are deemed faulty following confirmation by the manufacturer you may replace them free of charge by contacting us at 1800 655 314.
All our items are checked for damage and missing parts prior to delivery. They are sent out in good and brand new condition. It is important to thoroughly check your goods upon delivery and to notify Bathwaredirect.com.au within 24 hours of receiving the order. Evidence of damage will be required i.e. photographs.
Any claims for credits must be made in writing to Bathwaredirect.com.au within 5 business days of date of delivery, otherwise the Customer is deemed to have accepted the Goods and liability for the Goods.
If goods remain boxed and in perfect condition you may return them within 14 days for a full refund. The cost of return delivery will be incurred by the customer.
All stocked, boxed items will incur a 15% restocking charge if returned after 14 days and the cost of return delivery will be incurred by the customer.
Unboxed items cannot be returned. If cartons are damaged we may require photos before accepting that an item can be returned. They will automatically incur a 30% restocking charge and the cost of return delivery will be incurred by the customer.
There are no returns or refunds available on custom made products. This excludes items that are defective or have a manufacturers fault.
If an item that is purchased is a special order that Bathwaredirect.com.au does not usually stock there will be an automatic 20% restocking charge to return the goods provided that the supplier will accept the return. This excludes items that are defective or have a manufacturers fault. We may require photos of the items so suppliers can authorize the returns.
You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you no refund will be made.
All refunds will be issued when goods have arrived back to the Bathwaredirect.com.au warehouse and have been inspected by a member of our team. Refunds will be made by the same method used for the purchase.
If an item has been installed or used and you would like a refund please contact us before removing the item as it should be inspected in the installed state to ascertain whether the warranty is to be actioned.
If an item is installed when it is faulty the original warranty applies (i.e. if the warranty is replacement only Bathware Direct will provide a replacement product but will not pay for associated labour costs).
Pick up orders will be warehoused for up to 14 days only after which they may be returned or sold.
Third party couriers contracted to deliver to door only. Customer accepts responsibility of relocating items thereafter. Large and/or heavy items require driver to be assisted by customer. We recommend stone baths have minimum 4 persons for safe handling.
