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Returns FAQ

What is the Bathroomware House returns process?

You have 30 days from the date on which the goods were received to return an item.

If you change your mind within 24 hours of placing your order the return fee will not apply. If you change your mind after 24 hours but your goods have not been shipped a $25 change fee applies.

Goods that have been delivered:

If your goods have been delivered but are still boxed and not open in the condition you received them, you may return them within 30 days for a full refund minus the original shipping cost and a shipping return fee to cover the cost of the return. The shipping return fees are as follows:

Tapware, showers, accessories and small items - A return fee of $35 or the delivery amount, if greater than this, will apply.

Toilets, basins, kitchen and laundry sinks and large items - A return fee of $80 or the delivery amount, if greater than this, will apply. Due to the breakable nature of these items, they must be in original packaging including delivery skid or pallet.

Baths - A return fee of $220 or the delivery amount, if greater than this, will apply. Due to the size and risk of damage, our drivers cannot pick up a bath unless it is in the original packaging, skid and wrapping.

Goods and packaging must be in the original condition. We cannot accept goods that do not have their original packaging or the packaging is damaged which includes the delivery skid or pallet.

To avoid return fees you can also drop the goods off to our Bella Vista NSW warehouse. Only the original shipping cost will still be deducted from the refund amount in this case.

What if there is a problem with the goods I have received?

On delivery, please open boxes and check the condition and correctness of all products. Items that are damaged or not as ordered must be reported to us within 24 hours and supported with photographic evidence of the same. Of course, installation of these items must not be attempted until any issues have been resolved.

What problems should Bathroomware House fix?

If it’s faulty

You are entitled to return a faulty item, as goods and services must be of acceptable quality.
An item is faulty if it:

  • does not do what it’s normally supposed to – for example, my toaster doesn’t toast bread
  • has a defect – my toaster’s timer knob fell off soon after I bought it
  • is unacceptable in appearance or finish – my toaster is scratched
  • is unsafe – sparks fly out of my toaster
  • isn’t durable – my toaster broke down only three months after I bought it

You are not entitled to return an item when:

  • the store told you (or displayed a sign) about hidden defects before you bought it
  • you examined the item before buying and didn’t find defects you should have noticed
  • you used the item in an ‘abnormal’ way, or
  • you have used the item for a very long time.

When can I get a remedy?

If there is a problem with goods you have bought, the store may have to provide a replacement, refund, repair or other type of ‘remedy’. The type of remedy available depends on the problem.

It doesn’t match the sample or demo model

When you buy an item based on a sample or model, it must match that sample. If the item is so different you would not have bought it, you are entitled to a refund.

I ordered a towel rail based on the store display, but when it arrived, it was a different colour to the sample.

It doesn’t match the description.

The item must match its description (for example, on the label or in a TV commercial). If it is so different from the description that you would not have bought it, you are entitled to a refund.

I bought a vanity described as 'solid timber' in the store’s catalogue. When I got home, I discovered it was actually laminate.

It doesn’t do what the salesperson said.

You can return an item if it doesn’t do what the salesperson told you it would.

I bought a mixer which the salesperson said had a pullout spout – but when got home, I found it was a standard mixer and did not have a pullout spout.

It doesn’t do what I asked for

You can return an item that doesn’t do a specific job or achieve a specific purpose if:

  • before buying, you told the salesperson what you wanted it to be able to do, and
  • you relied on the store’s advice when choosing the item.

I told the salesperson I wanted a toilet for a disabled bathroom. The salesperson sold me a toilet, saying it would do the job. That night I read the manual and found it was not compliant with the Australian Standard for disabled bathrooms.

What if I only found out it was faulty after I used it?

You can return a faulty item even if you have:

  • used it
  • removed the tags or labels, or
  • removed it from the original packaging.

I bought a hand shower, had it installed by a licensed tradesperson and used it a few times. However, the head split and fell off shortly after, even though I followed the instructions on the label.

What if I don’t have a receipt?

Bathroom Warehouse keeps records of every sale and we will help you provide proof of purchase if you can provide the name or Sales Order number the item was purchased under.

What if I received it as a gift?

Gift recipients have the same rights as customers who buy directly – but you can only return the item if you have proof of purchase. Bathroom Warehouse keeps records of every purchase and we will help you provide proof of purchase if you can provide the name or Sales Order number the item was purchased under.

What if I bought it on sale?

You have the same refund rights on sale items as you do on full-priced items. This is why it is illegal to display a ‘no refunds on sale items’ sign.

However, you can’t claim a refund for problems the store told you about, or those you should have noticed when examining the item – for example, a label attached to a vanity saying it is ‘reduced – floor stock, some scratching’.

Examples of `on sale’ items include items:

  • that are discounted
  • on the `samples and seconds’ display

What if I bought it online?

If you bought from an Australian business online, you have the same rights as when buying from a shop – unless you bought the item from a private seller.

I am entitled to a remedy. Do I get a refund, repair or replacement?

It depends if the problem is:

Major – it can’t be fixed, or would take too long or is too difficult to fix.

You can choose to:

  • return the item and choose a refund or replacement, or
  • keep the item and get compensation for the drop in value.

Minor – it can be fixed within a reasonable time.

You must give the store the chance to fix the problem. They choose whether to refund, repair or replace. If the store chooses to repair the item, it is their responsibility to return it to (and deal with) the manufacturer.

If the store takes too long or refuses to fix the problem, you can:

  • return the item and ask for a refund or replacement, or
  • get someone else to repair the item and ask the store to pay reasonable costs.

Still have questions?

Ph: 1300 788 653

E: help@bathroomwarehouse.com.au