Return & Refund Policy

At Bathware Plus, we understand that plans can change. This policy explains how we handle change-of-mind returns, faulty or damaged products, refunds and exchanges.

Our voluntary change-of-mind return policy operates alongside, and does not limit, your rights under the Australian Consumer Law (ACL).

1. How to Request a Return

All return requests should be submitted by contacting Bathware Plus.

1. Contact us through our Contact Us page or email info@bathwareplus.com.au.
2. Provide your Bathware Plus order number and the email address used to place the order.
3. Identify the product or products you would like to return.
4. Provide the reason for the return.
5. Include clear photographs of the product, packaging, labels and any other information requested.
6. Wait for our team to review your request and provide further instructions.

Submitting a request does not mean the return has automatically been approved.

Do not send a product back to Bathware Plus until you have received return approval and specific return instructions. Products returned without prior approval may be refused and returned to the customer at the customer's expense.

2. Change-of-Mind Returns

Eligible products may be returned for change of mind where the return request is submitted within 30 calendar days from the recorded delivery date.

Change of mind may include situations where:

• You no longer need the product.
• You selected the wrong size, colour, finish, configuration or quantity.
• The product is not suitable for your renovation or installation plans.
• Your renovation or building plans have changed.
• Your project has been postponed or cancelled.
• You have subsequently found the same product at a lower price.
• You did not confirm the product's measurements, specifications or compatibility before ordering.

For a change-of-mind return to be considered, the product must:

• Be eligible under this policy.
• Be unused, uninstalled and unassembled.
• Remain in its original condition.
• Be supplied with its complete and undamaged manufacturer packaging.
• Include all original parts, fittings, accessories, manuals and protective materials.
• Have no writing, shipping labels, tape or other markings applied directly to the manufacturer's packaging.
• Be in a condition that allows it to reasonably be resold as new.
• Be returned within the timeframe specified in the return approval.

Bathware Plus reserves the right to decline a change-of-mind return where the above conditions have not been satisfied.

3. Products Excluded from Change-of-Mind Returns

Certain products cannot be returned or exchanged simply because of a change of mind, incorrect selection, unsuitable measurements, changes to a project or cancellation of a renovation.

Custom and Specially Ordered Products

• Custom-made products.
• Made-to-order products.
• Special-order products.
• Custom-sized or custom-coloured products.
• Products manufactured or modified specifically for a customer.
• Products that have been cut, drilled, altered or configured to customer requirements.
• Non-stock products ordered specifically from a supplier for a customer.
• Products identified as custom, special order, made to order or non-returnable on the product page, quotation, invoice or order confirmation.

Once a supplier order or manufacturing process has commenced, these products generally cannot be cancelled due to change of mind.

Bathroom Vanities

Change-of-mind returns are not available for bathroom vanities, including:

• Wall-mounted and wall-hung vanities.
• Floor-standing vanities.
• Vanity cabinets.
• Vanity units with or without tops.
• Custom vanity configurations.
• Vanity packages.
• Individual components supplied as part of a vanity configuration.

Toilet Seats and Bidet Seats

For hygiene reasons, the following products cannot be returned due to change of mind:

• Toilet seats.
• Toilet lids.
• Bidet seats.
• Electronic bidet seats.
• Smart toilet seats.
• Replacement toilet seats or lids.

Stone and Solid-Surface Products

Change-of-mind returns are not available for stone, concrete, composite and solid-surface products, including:

• Stone basins.
• Concrete basins.
• Solid-surface basins.
• Stone baths.
• Solid-surface baths.
• Stone vanity tops.
• Solid-surface vanity tops.
• Stone slabs.
• Natural stone products.
• Engineered stone and composite products.
• Products containing natural or manufactured stone components.

These materials may naturally vary in colour, pattern, texture, veining, dimensions and finish. Such variations are not necessarily product defects.

Clearance and Final-Sale Products

Products specifically identified as the following are excluded from change-of-mind returns:

• Clearance.
  
• Discontinued.
• Run-out
  

Commercial, Trade and Project Orders

Change-of-mind returns are generally not accepted for:

• Commercial quantities.
• Project orders.
• Bulk purchases.
• Development orders.
  
• Products sourced specifically to meet a commercial project or construction schedule.

Customers placing commercial or project orders are responsible for confirming quantities, measurements, specifications, finishes and compatibility before approving their order.

Products That Have Been Installed, Used or Modified

A product cannot be returned for change of mind if it has been:

• Installed or partially installed.
• Assembled or partially assembled.
• Connected to plumbing or electrical services.
• Filled with water or tested after installation.
• Drilled, cut, trimmed or otherwise modified.
• Glued, siliconed, grouted or permanently fixed.
• Damaged during handling, storage or installation.
• Used for display, staging, photography or demonstration.
• Removed from protective packaging where doing so prevents the product from being resold as new.

Customers and installers should carefully inspect the product's model, colour, finish, dimensions, configuration and condition before installation begins.

Bathware Plus may, at its discretion, consider some low-value accessories or small component items for return even where they fall within an otherwise excluded category. Each request will be assessed individually.

If you are unsure whether your product is eligible, please Contact Us or email info@bathwareplus.com.au so our team can assess your request.

4. Restocking Fee

Approved change-of-mind returns are subject to a 25% restocking fee, calculated against the purchase price of each returned product.

The restocking fee covers costs associated with return administration, handling, inspection, repackaging and supplier charges.

Restocking fees do not apply where a product is confirmed to be faulty, damaged during transit, incorrectly supplied or otherwise subject to a remedy under the Australian Consumer Law.

5. Return Freight and Delivery Charges

For approved change-of-mind returns:

• The customer is responsible for arranging and paying the return freight.
• Bathware Plus will not normally arrange or pay return freight unless agreed otherwise in writing or required by law.
• Original delivery charges are not refundable.
• Where delivery was provided free of charge or at a subsidised rate, Bathware Plus may deduct the actual outbound freight cost incurred from the refund.
  

Responsibility for the product remains with the customer until it has been safely delivered and received for inspection by Bathware Plus or the nominated supplier.

We strongly recommend using a tracked and insured freight service.

Large, heavy or fragile products must be appropriately protected for transportation. Products originally supplied on a pallet or skid should be returned securely strapped to a suitable pallet or skid.

Bathware Plus may refuse a return where the product has been damaged during return transportation due to inadequate packaging or handling.

6. Packaging and Product Condition

Products returned for change of mind must have their complete, clean and undamaged original manufacturer packaging.

A return may be refused or the refund adjusted where:

• Original manufacturer packaging is missing.
• Packaging is torn, crushed, wet, cut or otherwise damaged.
• Writing has been added to the manufacturer's packaging.
• Shipping labels or tape have been attached directly to the manufacturer's packaging.
• Internal foam, cardboard inserts or protective materials are missing.
• Parts, accessories, fixings, manuals or instructions are missing.
• Protective film has been removed where this affects resaleability.
• The product or packaging has dirt, dust, silicone, adhesive, installation marks or other residue.
• The product can no longer reasonably be sold as new.

Customers should place the original manufacturer's packaging inside a suitable outer carton or protective covering before returning the product.

7. Assessment of Returned Products

Every approved return is subject to inspection once it reaches Bathware Plus or the nominated supplier.

The inspection may confirm:

• The correct product was returned.
• The product has not been used or installed.
• All components and accessories are included.
• The product and packaging are in acceptable condition.
• The return meets the conditions stated in the approval.
• The product remains suitable for resale as new.

Approval of a return request does not guarantee a refund. The returned product must pass the final inspection.

If the returned product does not meet the applicable requirements, Bathware Plus may:

• Decline the return.
• Apply an appropriate deduction where permitted.
• Arrange for the product to be returned to the customer at the customer's cost.
• Dispose of the product where the customer does not arrange collection or return freight within a reasonable period after being notified.

8. Refunds

Once an approved return has been received, inspected and accepted, Bathware Plus will generally process the refund within 5 business days.

The refund may be calculated as:

Purchase price of returned product
− 25% restocking fee
− applicable non-refundable delivery charges
− actual outbound freight cost where applicable

Refunds will generally be made to the original payment method where reasonably possible.

Customers may also be offered the option of receiving store credit instead.

Once processed, the time taken for the refund to appear in the customer's account may vary depending on the customer's bank or payment provider.

9. Bundles, Promotions and Complimentary Products

Where a returned item formed part of a bundle, package or promotional offer:

• Bathware Plus may require the complete package to be returned.

If removing one product from an order means the remaining products no longer qualify for a bundle price, volume discount, free-delivery offer or other promotion, Bathware Plus may recalculate the order based on the pricing that would have applied without the returned product.

10. Exchanges

Bathware Plus does not guarantee direct product exchanges.

Where an eligible customer wants a different product, the original product will generally need to be processed as a change-of-mind return, subject to this policy. A new order can then be placed for the replacement item.

Applicable restocking fees and freight charges will still apply.

Replacement products are not automatically reserved while the original return is being processed unless Bathware Plus confirms otherwise in writing.

11. Faulty, Damaged or Incorrectly Supplied Products

The change-of-mind exclusions and restocking fees in this policy do not apply where a product is confirmed to be:

• Faulty.
• Damaged during delivery.
• Unsafe.
• Incorrectly supplied.
• Significantly different from its description or sample.
• Not of acceptable quality.
• Not fit for a particular purpose where the customer reasonably relied on information or advice provided by Bathware Plus.

Customers should inspect their order as soon as reasonably possible after delivery.

For visible delivery damage, shortages or incorrect products, please Contact Us or email info@bathwareplus.com.au within 48 hours of delivery where possible.

Prompt reporting allows us to investigate delivery issues with our freight providers and may help us resolve the matter more quickly. This reporting timeframe does not remove or restrict any rights that cannot legally be excluded under the Australian Consumer Law.

Information to Provide

When reporting a problem, please provide:

• Your Bathware Plus order number.
• Clear photographs of the complete product.
• Close-up images showing the fault or damage.
• Photographs of the external and internal packaging.
• Photographs of shipping and product labels.
• A video demonstrating the issue where relevant.
• Licensed plumber or electrician details where installation has occurred and a technical assessment is required.

Do not install a product that appears damaged, defective, incorrect or unsuitable. Contact Bathware Plus before installation.

We may inspect the product or request additional information to determine the appropriate solution. We may also liaise with the relevant supplier or manufacturer as part of our assessment.

Where a product is confirmed to have a problem, the available remedy will depend on the circumstances and the seriousness of the issue. Remedies may include repair, replacement, refund or another remedy available under the Australian Consumer Law.

No restocking fee will be charged where the return is accepted because of a confirmed fault, transit damage or supply error.

Where required by law, Bathware Plus will also arrange or reimburse reasonable return freight costs.

12. Checking Products Before Installation

Before installing any product, customers should confirm:

• Product code and model.
• Colour and finish.
• Dimensions.
• Quantity.
• Orientation and configuration.
• Plumbing requirements.
• Electrical requirements.
• Compatibility with other products.
• That all required components are included.
• That the product is free from visible damage or defects.

Where applicable, installation should be performed by an appropriately licensed and qualified tradesperson.

Installing a product that is visibly damaged, incorrect or unsuitable may affect our ability to determine the cause of a problem.

Any claims relating to removal, installation, labour, delays or consequential costs will be assessed according to the circumstances and the rights available under the Australian Consumer Law.

13. Australian Consumer Law

Bathware Plus products are covered by consumer guarantees under the Australian Consumer Law.

These guarantees cannot be excluded by this policy.

Depending on the circumstances, you may be entitled to a repair, replacement, refund or compensation for reasonably foreseeable loss or damage. Where a product has a major failure, you may have additional rights, including the right to reject the product and receive a refund or replacement.

The 30-day change-of-mind period, product exclusions, packaging conditions and restocking fees described in this policy apply only to voluntary change-of-mind returns.

They do not limit, exclude or replace any consumer guarantees, rights or remedies that apply under Australian law.

14. Contact Bathware Plus

For all return requests or assistance with an existing return, please Contact Us or email our team directly.

When contacting us, please include your order number and, where applicable, any return reference number previously provided by our team.

Our team will review your request and provide the appropriate next steps.