Refund policy
Returns & Warranty Policy
Returns & Warranty Policy
At Bathrooms2u, we want customers to make informed product selections and understand our return, inspection and warranty processes.
Please read this policy carefully before ordering, unpacking or installing your products.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL).
1. Change-of-Mind & Incorrect Selection Returns
Bathrooms2u does not automatically provide refunds, exchanges or store credits for change of mind or incorrect customer selection.
This includes where a customer:
- changes their mind;
- orders the incorrect product;
- selects the incorrect size;
- selects the incorrect colour or finish;
- decides they no longer like or require the product;
- finds the product cheaper elsewhere;
- changes their renovation, installation or design plans;
- selects a product that is unsuitable for their intended installation, dimensions, configuration or application, where the product supplied is the product ordered and Bathrooms2u did not represent that it was suitable for that particular purpose; or
- determines that products from different manufacturers do not coordinate or match as closely as expected due to reasonable manufacturer colour, finish, dimension or specification variations.
Discretionary Returns – Standard Stocked Products Only
For standard stocked products only, Bathrooms2u may, at its discretion, consider a change-of-mind or incorrect-selection return.
Any request must be made within 14 days of delivery or collection.
Approval must be obtained from Bathrooms2u before the product is returned.
Where Bathrooms2u agrees to accept a discretionary return, Bathrooms2u may offer:
- store credit for an agreed amount;
- an exchange; or
- acceptance of the return subject to a 25% restocking fee.
The option offered is determined by Bathrooms2u based on the circumstances, product condition, packaging, supplier requirements and ability to resell the product.
Acceptance of a discretionary return on one occasion does not create an obligation for Bathrooms2u to accept future change-of-mind returns.
Conditions of an Approved Discretionary Return
Unless otherwise agreed, the product must:
- be unused;
- be uninstalled;
- not have been assembled, drilled, cut, modified or altered;
- be free from scratches, chips, marks or damage;
- include all components, accessories and fittings originally supplied;
- be in a condition suitable for resale; and
- be appropriately packaged for safe return transport.
Original delivery and freight charges are not refundable for discretionary change-of-mind returns.
Return freight, collection and associated transport costs are the customer's responsibility unless otherwise agreed by Bathrooms2u.
Where a 25% restocking fee applies, it will be calculated on the purchase price of the returned product, excluding freight and delivery charges.
The 14-day period and conditions above apply only to discretionary change-of-mind returns and do not limit any rights under the Australian Consumer Law.
2. Special-Order & Non-Returnable Change-of-Mind Items
Special-order products are not eligible for change-of-mind returns, store credit, exchanges or the 25% restocking return option.
This includes products specifically ordered, manufactured, altered, cut or obtained from a manufacturer or supplier to fulfil a customer's order.
The following products are also not accepted for discretionary change-of-mind returns unless Bathrooms2u expressly agrees otherwise:
- spa baths;
- stone tops;
- heated towel rails;
- cut or custom-length channel wastes;
- custom-made products;
- personalised products;
- special-order products;
- products manufactured, cut, modified or altered to customer requirements;
- discontinued products;
- clearance products where identified as such;
- ex-display stock where identified as such; and
- gift cards.
Customers should carefully confirm all products, dimensions, colours, finishes and specifications before placing a special order.
Once a special order has been placed with a manufacturer or supplier, Bathrooms2u is not required to accept cancellation or return because of change of mind or incorrect customer selection.
These exclusions apply to change-of-mind returns only and do not affect rights available under the Australian Consumer Law where a product fails to meet an applicable consumer guarantee.
3. Product Colours & Finishes
Please select colours and finishes carefully before ordering.
Colours and finishes may vary between:
- manufacturers;
- brands;
- product ranges;
- materials; and
- production batches.
Reasonable variations may occur in:
- colour;
- shade;
- tone;
- sheen;
- texture;
- pattern;
- grain;
- veining; and
- overall finish.
Products described using the same or similar colour or finish name — including Matte White, Gloss White, Brushed Gold, Brushed Nickel, Gunmetal, Chrome, Oak or Walnut — are not guaranteed to be an exact match when manufactured by different brands.
For example, one manufacturer's Brushed Gold or Matte White may have a different colour, tone or sheen to another manufacturer's product using the same finish name.
Product photographs, images and colour swatches displayed online are intended to provide a reasonable representation of the product.
The appearance of colours and finishes may vary depending on:
- photography;
- lighting;
- screen brightness;
- monitor settings;
- device settings; and
- the environment in which the physical product is viewed.
Where an exact or coordinated finish is important, please contact Bathrooms2u before ordering.
Reasonable variations characteristic of the material, manufacturing process or manufacturer's specifications are not, by themselves, considered product faults.
This does not affect your rights where a product does not match its description or otherwise fails to meet an applicable consumer guarantee.
4. Manufacturer Changes to Products & Specifications
Bathrooms2u supplies products manufactured by third-party manufacturers and suppliers.
Manufacturers may update or alter products from time to time, including changes to:
- dimensions;
- designs;
- components;
- materials;
- specifications;
- finishes;
- features;
- technical information;
- installation requirements; and
- packaging.
Bathrooms2u takes reasonable steps to ensure the product information displayed on our website is current and accurate based on information provided to us by manufacturers and suppliers.
Where a particular measurement, specification, feature or installation requirement is critical to your project, please contact Bathrooms2u before ordering to confirm the current product information.
Where a product supplied does not match the description provided at the time of purchase or otherwise fails to meet an applicable consumer guarantee, your Australian Consumer Law rights continue to apply.
5. Product Dimensions & Manufacturing Tolerances
Product dimensions displayed on the Bathrooms2u website, brochures, technical drawings and manufacturer documentation may include nominal measurements.
Reasonable manufacturing tolerances may apply.
Small dimensional variations may occur between individual products and production batches, particularly with products manufactured from or incorporating:
- vitreous china;
- ceramic;
- natural stone;
- engineered stone;
- timber;
- composite materials;
- acrylic;
- glass; and
- other manufactured materials.
IMPORTANT – Check the Physical Product Before Installation
Where an exact measurement is critical, the physical product must be received, inspected and measured before permanent or irreversible works are undertaken.
Customers, builders, plumbers, cabinetmakers, tilers and other trades should confirm the physical product dimensions before completing:
- cabinetry;
- benchtops;
- stone cutting;
- plumbing rough-ins;
- waste locations;
- tap locations;
- wall openings;
- drilling;
- cut-outs;
- framing;
- fixing points;
- tiling; or
- other permanent or irreversible installation work.
Current installation instructions supplied with the product should also be reviewed before installation.
To the extent permitted by law, Bathrooms2u is not responsible for costs arising solely because permanent or irreversible work was completed using nominal or preliminary measurements without first checking the physical product, where the product supplied otherwise complies with the Australian Consumer Law.
Nothing in this section limits a right or remedy available under the Australian Consumer Law.
6. Inspection on Arrival & Delivery
Inspection on Arrival
It is the customer's responsibility to thoroughly inspect all items as soon as reasonably practicable upon receipt and before installation, modification or disposal of the packaging.
Please check:
- that the correct product has been supplied;
- the colour and finish;
- dimensions where relevant;
- the product for visible damage;
- the packaging for freight damage;
- that required components and accessories are present; and
- any specifications important to your installation.
24-Hour Notification
If you notice freight damage, visible damage, missing components or an incorrect item, you must contact Bathrooms2u within 24 hours of delivery where reasonably practicable at:
Please provide:
- your order number;
- a description of the issue;
- photographs of the product;
- photographs of the packaging;
- photographs clearly showing the damage or issue; and
- photographs of freight labels where relevant.
Prompt notification assists Bathrooms2u in investigating the matter and lodging freight or supplier claims where applicable.
Failure to report an issue within 24 hours does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.
Acknowledgement of Delivery
Acceptance or signing for delivery confirms that the goods have been received.
Where reasonably possible, customers should inspect the external packaging for visible damage before accepting delivery and note obvious damage with the delivery driver or carrier.
Acceptance of delivery does not constitute confirmation that the product is free from defects and does not waive any rights under the Australian Consumer Law.
Damaged, Defective, Incomplete or Incorrect Items
If a product is damaged, defective, incomplete or incorrect upon arrival, please contact Bathrooms2u as soon as possible so we can investigate and assist.
Do Not Install Products With an Identified Issue
Where visible damage, an incorrect product, missing components or another issue is identified before installation, please do not install, cut, drill, modify or otherwise alter the product before contacting Bathrooms2u, unless reasonably necessary in the circumstances.
7. Unpacking Products & Checking Measurements
Products may be carefully unpacked where reasonably necessary to:
- inspect their condition;
- confirm the correct product;
- check colour and finish; and
- confirm actual dimensions.
Customers should retain all original protective packaging while completing these checks where reasonably possible, including:
- cartons;
- foam;
- corner protection;
- inserts;
- wrapping;
- protective covers; and
- other packaging supplied with the product.
Protective films and coverings should remain in place unless removal is reasonably necessary to inspect the product.
Please retain packaging until you are satisfied that:
- the correct product has been received;
- there is no visible damage;
- the colour and finish have been checked;
- measurements have been confirmed; and
- the product is suitable to proceed with installation.
If you believe a return or claim may be required, please do not install, drill, cut, assemble, modify or otherwise alter the product before contacting Bathrooms2u.
8. IMPORTANT – Do Not Use Box Cutters
Do not use a box cutter, Stanley knife, utility knife or other sharp blade to cut directly through product cartons, wrapping or protective packaging where there is a risk of the blade contacting the product.
Products must be unpacked carefully.
Damage caused after delivery by a knife, box cutter, blade or other tool is not considered a manufacturing defect where that action caused the damage.
This may include:
- scratches;
- cuts;
- punctures;
- chips;
- damaged coatings;
- damaged surfaces; or
- damaged finishes.
This does not affect Australian Consumer Law rights relating to a product problem that existed independently of customer-caused damage.
9. Packaging for Approved Returns
For a discretionary return approved by Bathrooms2u, the product should be returned in its original manufacturer packaging and protective materials where reasonably possible.
We understand packaging may need to be carefully opened to inspect or measure a product.
Where packaging has been opened, the product must be securely repackaged to protect it during storage, handling and transport.
Where original packaging is unavailable, any discretionary return accepted by Bathrooms2u must be packaged to a standard reasonably suitable for the product's:
- size;
- weight;
- material;
- shape; and
- fragility.
Bathrooms2u may decline to arrange collection or accept a discretionary change-of-mind return where packaging is inadequate for safe transport.
The customer is responsible for damage occurring during return transport where damage results from inadequate customer packaging or handling.
ACL Claims
Original packaging is not required as a condition of exercising a right or seeking a remedy available under the Australian Consumer Law.
Where original packaging is unavailable, reasonable steps may still need to be taken to safely protect the product where transportation or assessment is required.
10. Customer-Caused Damage, Misuse & Alteration
Bathrooms2u is not required to provide a remedy where the problem was caused by the customer's actions after supply.
This may include damage caused by:
- deliberate misuse or abuse;
- accidental damage after delivery;
- improper handling or storage;
- physical alteration;
- tampering;
- unauthorised repair;
- incorrect drilling or cutting;
- damage caused during unpacking;
- box cutters or sharp tools; or
- incorrect installation where the installation caused the damage or failure.
This does not affect Australian Consumer Law rights where an underlying product problem was not caused by the customer's actions.
11. Faulty, Damaged, Incorrect or Non-Compliant Products
Goods supplied by Bathrooms2u come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances, these include guarantees that goods:
- are of acceptable quality;
- are fit for their usual purpose;
- are fit for a particular purpose made known to Bathrooms2u where applicable;
- match their description;
- match any sample or demonstration model relied upon where applicable; and
- otherwise comply with applicable consumer guarantees.
Where a product fails to meet an applicable consumer guarantee, the customer may be entitled to a remedy under the Australian Consumer Law.
The appropriate remedy will depend on the circumstances and whether the failure is major or minor.
The 14-day discretionary return period, 25% restocking fee, store-credit arrangements, special-order exclusions and original-packaging conditions do not apply where they would restrict a remedy available under the Australian Consumer Law.
Bathrooms2u may reasonably inspect a product or arrange an assessment to determine the nature and cause of a reported problem before providing a remedy where appropriate.
Products Assessed as Not Faulty
If a product submitted as faulty or under warranty is assessed and no product fault or consumer guarantee failure is identified, the customer may be responsible for reasonable inspection, collection or transport costs where permitted by law.
Where practicable, Bathrooms2u will advise the customer of potential costs before collection or assessment.
If the customer then wishes to request a discretionary change-of-mind return of an otherwise eligible standard stocked product, our normal discretionary-return conditions may apply.
12. Installation Requirements
Products must be installed:
- in accordance with applicable laws and regulations;
- in accordance with manufacturer installation instructions; and
- by an appropriately licensed plumber or tradesperson where licensing is required.
Damage or failure caused by incorrect installation may not be covered by a manufacturer's voluntary warranty and may not give rise to an ACL remedy where the installation itself caused the problem.
Failure to comply with manufacturer installation requirements may also affect the manufacturer's voluntary warranty.
However, incorrect installation does not automatically remove Australian Consumer Law rights relating to an unrelated product fault.
Customers should retain invoices and installation records from their licensed tradesperson.
13. Manufacturer Warranties
Many products sold by Bathrooms2u are supplied with a manufacturer's voluntary warranty.
Warranty periods and conditions vary depending on the manufacturer and product.
Manufacturer warranties operate in addition to Australian Consumer Law rights and do not replace, limit or remove those rights.
For assistance with a product problem or warranty claim, contact:
Bathrooms2u may liaise with the relevant manufacturer or supplier to investigate or resolve a claim.
Customers may also choose to contact the manufacturer directly regarding a manufacturer's voluntary warranty.
14. Return Freight & Collection
For discretionary change-of-mind returns, return freight, collection and associated transport costs are the customer's responsibility unless otherwise agreed by Bathrooms2u.
Different requirements apply where a product fails to meet an Australian Consumer Law consumer guarantee.
Where a faulty product is large, heavy or difficult to return, Bathrooms2u will deal with collection or return arrangements as required under the Australian Consumer Law.
15. How to Request a Return or Make a Claim
Please contact Bathrooms2u before sending a product back.
Email:
Please provide:
- your order number;
- your name and contact details;
- the product concerned;
- the reason for the return or claim;
- a description of the issue;
- photographs or videos where relevant; and
- photographs of the product and packaging where freight damage is being reported.
Return Address
Bathrooms2u
Unit 17/8 Hopper Avenue
Ormeau QLD 4208
If a discretionary return is approved, Bathrooms2u will provide return instructions and advise of any applicable freight, restocking or other agreed conditions.
Products sent back for a discretionary change-of-mind return without prior approval may be refused.
This does not prevent a customer from contacting Bathrooms2u or exercising rights available under the Australian Consumer Law.
16. Store Credits, Refunds & Processing
Where Bathrooms2u approves a discretionary store credit, the amount and any applicable conditions will be confirmed before the product is accepted for return.
Where Bathrooms2u approves a discretionary refund subject to a 25% restocking fee, the applicable fee will be deducted from the eligible product amount.
Original freight and delivery charges are not refunded for discretionary change-of-mind returns.
Where a refund is required under the Australian Consumer Law, a discretionary restocking fee will not be deducted where doing so would restrict the customer's legal remedy.
Once an approved return has been received and inspected, Bathrooms2u will advise the customer of the outcome.
Where a refund is payable, it will generally be processed to the original payment method within 10 business days of approval.
Banks and payment providers may take additional time to display the refund.
If more than 15 business days have passed since Bathrooms2u confirmed that a refund was processed, please contact:
17. Raw & Living Finishes
Certain finishes, including Polished Brass (Raw/Living Finish), are designed to naturally change in appearance over time.
The finishes shown on our website are indicative of the actual product and should not be relied upon for exact colour matching.
Raw and living finishes may naturally:
- darken;
- lighten;
- develop patina;
- oxidise;
- develop markings; or
- otherwise change tone or appearance through age, handling and environmental exposure.
Natural ageing, patina and reasonable variation inherent to a raw or living finish are not, by themselves, considered product faults.
This does not affect Australian Consumer Law rights where the product otherwise fails to meet an applicable consumer guarantee.
18. Australian Consumer Law
Bathrooms2u's discretionary return policy and manufacturer warranties operate in addition to statutory consumer rights.
Consumer guarantees under the Australian Consumer Law apply automatically and cannot be removed by store policies, manufacturer warranties or arbitrary time limits.
Our:
- 14-day discretionary return request period;
- store-credit option;
- 25% restocking fee;
- special-order exclusions;
- return packaging requirements; and
- other voluntary return conditions
apply only where Bathrooms2u is not legally required to provide a remedy under the Australian Consumer Law.
Nothing in this Returns & Warranty Policy is intended to exclude, restrict or modify any guarantee, right or remedy available under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.
For questions regarding returns, product selection, specifications, measurements or warranty claims, please contact: