Can I return this item?
Unused, uninstalled goods in their original packaging can be returned within 14 days of delivery; faulty, damaged or incorrectly supplied goods can be returned regardless of that window, and installed or made-to-order goods generally cannot be returned for change of mind.
Check your situation
| Situation | Return accepted? |
|---|---|
| Arrived damaged | Yes — report within 48 hours. No fee. |
| Wrong item supplied | Yes. No fee, and we cover return freight. |
| Faulty in use | Handled as a warranty claim, not a return. |
| Changed your mind, unopened | Yes, within 14 days. 20% restocking fee. |
| Changed your mind, installed | No — not accepted for change of mind. |
| Custom, made-to-order or cut-to-size | No, unless faulty. |
| Clearance or ex-display | Only if faulty. The condition was priced in. |
What "original condition" means
The item has to be resaleable. In practice that means:
- Never installed, plumbed, drilled or cut.
- No silicone, adhesive, tape residue or scratches.
- All parts, fixings, waste kits, instructions and warranty cards present.
- The original carton, intact enough to protect the item in transit.
Items that cannot be returned
- Made-to-measure goods — cut-to-size stone tops, custom screens, special finishes.
- Special-order items brought in from a supplier specifically for you.
- Installed goods, unless the fault is a warranty matter.
- Items where the packaging has been discarded and the product cannot be safely returned.
None of this limits your rights under Australian Consumer Law for goods that are faulty, unsafe, or not as described.
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