Refund policy

At Bathware Plus, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains our procedures for returns, exchanges, refunds, damaged goods and faulty products.

ABN 50 111 792 502, of 38 Fairfield Street, Fairfield East NSW 2165.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL).

1. Change-of-Mind Returns

Bathware Plus accepts eligible change-of-mind returns within 30 days of delivery or collection, subject to the conditions below. The 30 days start on the day your order is delivered or, for pick-up orders, the day it is collected.

To be eligible for a change-of-mind return:

· The item must be unused, uninstalled and in resalable condition.

· The item must be returned in its original packaging.

· All accessories, fittings, manuals and components supplied with the product must be included.

· The product and packaging must not be damaged, marked, altered or modified.

· Proof of purchase must be provided.

· Bathware Plus must approve the return before the product is returned.

Approved change-of-mind returns are subject to a 20% restocking fee.

Original delivery, freight and shipping charges are non-refundable for change-of-mind returns. The customer is also responsible for the cost and safe transportation of the goods back to Bathware Plus.

Change-of-mind returns are provided in addition to, and do not limit, your rights under the Australian Consumer Law.

2. Items Not Eligible for Change-of-Mind Returns

Unless required by the Australian Consumer Law, we may not accept change-of-mind returns for:

· Products that have been installed, fitted, assembled or used.

· Products that have been damaged after delivery or collection.

· Products that are not in their original condition or packaging.

· Custom-made, special-order or specifically ordered products.

· Clearance, discontinued or final-sale products. These are marked on the product page as final sale or not returnable for change of mind. Where a product is marked this way, change-of-mind returns are not available.

· Products that have been modified, drilled, cut or altered.

· Products missing parts, accessories or packaging.

· Pre-order products once dispatched, unless the product is faulty or incorrectly supplied.

· Products returned more than 30 days after delivery or collection.

CLIENT TO CONFIRM: Whether pre-order items can be returned for change of mind, and how final-sale items are marked on the site. Delete or correct the two lines above if they are not accurate.

These exclusions apply only to change-of-mind returns and do not exclude any rights you may have for faulty or non-compliant goods under the Australian Consumer Law.

3. Check Your Order Before Installation

Customers should inspect all products promptly after delivery or collection, and before installation.

We strongly recommend checking:

· Product model and colour.

· Dimensions and specifications.

· Quantity.

· Visible damage.

· Missing parts.

· Incorrect products.

· Manufacturing defects that are reasonably visible before installation.

Do not install a product that appears damaged, incorrect or defective. Contact Bathware Plus as soon as possible so we can assess the issue.

Installation of a product does not remove any rights you may have under the Australian Consumer Law.

4. Transit Damage and Delivery Claims

Please inspect your order promptly after receiving it.

Where there is visible damage to the carton, packaging or product, please:

· Take clear photographs of the packaging before opening where possible.

· Take photographs of the damaged product.

· Keep all original packaging and cartons.

· Contact Bathware Plus as soon as possible.

Providing photographs and retaining the packaging helps us investigate damage with our warehouse and freight providers.

Please report visible freight damage within 48 hours of delivery wherever reasonably possible. This request assists us with freight investigations and does not limit or exclude any rights or remedies available under the Australian Consumer Law.

5. Faulty, Defective or Incorrect Products

If you believe a product is faulty, defective, damaged, incorrectly supplied or does not match its description, please contact Bathware Plus.

We may request:

· Your order or invoice number.

· Photographs or videos showing the issue.

· Product model or batch information.

· Details explaining the fault or problem.

· Information regarding installation, where relevant.

· An opportunity to inspect or assess the product.

Bathware Plus reserves the right to reasonably assess a product before determining the appropriate remedy.

Your rights in relation to faulty products are governed by the Australian Consumer Law.

6. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to reject the goods and choose a refund or replacement in accordance with the Australian Consumer Law.

If a problem is not a major failure, Bathware Plus may be entitled to provide an appropriate remedy, such as repairing the product within a reasonable time.

Consumer guarantee rights apply independently of any manufacturer’s or supplier’s warranty.

Nothing in this Returns & Refunds Policy limits any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

7. Return Freight for Faulty Products

Where a product is confirmed to have a fault covered by the Australian Consumer Law, Bathware Plus will comply with its obligations regarding reasonable return, collection and transportation costs.

For products that can reasonably be posted or returned, customers may be required to return the product for assessment.

For large, heavy or difficult-to-return products, Bathware Plus will make appropriate arrangements where required under the Australian Consumer Law.

If we confirm that the product has a problem covered by the Australian Consumer Law, reasonable return costs paid by the customer will be reimbursed where required by law.

8. Installation Costs

Customers are responsible for ensuring products are checked for obvious damage, correct model, colour, dimensions and compatibility before installation.

We strongly recommend that all plumbing and bathroom products be installed by appropriately licensed or qualified tradespeople where required.

Claims relating to removal, reinstallation, labour or other consequential costs will be considered in accordance with the Australian Consumer Law, including where the loss or damage was reasonably foreseeable and resulted from a failure to comply with a consumer guarantee.

9. Incorrect Product Selection or Measurements

Customers are responsible for checking product measurements, specifications, colours and suitability before placing an order.

A product will generally be treated as a change-of-mind return where the customer:

· Orders the incorrect size.

· Orders the incorrect colour or finish.

· Orders an incompatible product.

· Changes their design or renovation plans.

· No longer requires the product.

Our 30-day change-of-mind conditions and 20% restocking fee will apply to eligible returns in these circumstances.

This does not affect your rights where you relied on specific advice or representations from Bathware Plus regarding a product’s suitability for a particular purpose.

10. Product Colours, Finishes and Natural Variations

Product images displayed online are intended to represent products as accurately as reasonably possible.

However, colours and finishes may appear slightly different depending on lighting, photography and screen settings.

Products containing natural materials or manufacturing processes that produce natural variation may also vary slightly in colour, pattern, texture or finish.

Such reasonable variations are not necessarily considered defects. Nothing in this section limits your rights where a product fails to comply with the Australian Consumer Law.

11. Refunds

Once an approved return has been received and inspected, Bathware Plus will process the applicable refund.

For approved change-of-mind returns, the refund will be calculated after deducting:

· The applicable 20% restocking fee; and

· Any non-refundable original delivery or freight charges.

Refunds will generally be issued using the original payment method where practicable.

We process approved refunds within a set number of business days after we receive and inspect the returned goods. After that, the time it takes for the money to reach you depends on your bank, card issuer or payment provider.

The 20% restocking fee does not apply where doing so would be inconsistent with your rights under the Australian Consumer Law, including an entitlement to a refund for a major failure.

12. Exchanges

Where approved, customers may request an exchange instead of a refund for an eligible change-of-mind return.

Any price difference between the original and replacement product must be paid before the replacement is supplied.

Additional delivery or freight charges may also apply.

Change-of-mind exchanges remain subject to the eligibility requirements and applicable 20% restocking fee in this policy.

13. Cancellations Before Dispatch

If you wish to cancel or modify an order, please contact Bathware Plus as soon as possible.

We will attempt to accommodate the request where possible. However, once an order has been processed, packed, dispatched, transferred between warehouses, or specially ordered from a supplier, cancellation may not be possible or additional costs may apply.

Before your order is processed, packed or dispatched, there is no charge for cancelling. Where a cancellation charge applies, for example for a product specially ordered from a supplier, we will tell you the amount before the order is cancelled, and it will not limit rights that cannot be excluded under the Australian Consumer Law.

14. How to Request a Return

Before returning any product, please contact Bathware Plus:

· Email: info@bathwareplus.com.au

· Phone: 1300 30 90 26

Please provide:

· Your name and contact details.

· Order or invoice number.

· Product being returned.

· Reason for the return.

· Photographs or videos where the product is damaged, faulty or incorrect.

Please do not send products back until return instructions have been provided by Bathware Plus.

Once your return is approved, we will give you the returns address and instructions. Returns are sent by mail or freight to that address.

15. Proof of Purchase

Bathware Plus may require reasonable proof of purchase before processing a return, refund, repair or replacement.

Acceptable proof may include an invoice, order confirmation, receipt or other reasonable evidence showing that the product was purchased from Bathware Plus.

16. Trade and Business Customers

Bathware Plus supplies products to both retail consumers and trade/business customers.

The application of the Australian Consumer Law, including consumer guarantees, depends on the circumstances of the transaction and whether the purchaser qualifies as a “consumer” under applicable legislation.

Nothing in this policy excludes any statutory rights or remedies that apply to a trade or business customer.

17. Warranty Claims

Manufacturer warranties are separate from, and in addition to, your rights under the Australian Consumer Law. Warranty periods and conditions vary by product and manufacturer.

To make a warranty claim, contact us using the details below with your proof of purchase and photographs or videos of the problem.

18. Policy Updates

Bathware Plus may update this Returns & Refunds Policy from time to time.

The version published on our website at the relevant time will apply, subject always to applicable Australian law and any rights that cannot legally be excluded or restricted. The date of the latest update is shown at the top of this policy.

Contact Us

For questions about returns, refunds, damaged products or warranty claims, please contact:

· Bathware Plus, a business name of Abraci Pty Ltd, ABN 50 111 792 502

· 38 Fairfield Street, Fairfield East NSW 2165