Start a return

1. Starting a return

All return requests must be submitted through the Bathroom Sales Direct Returns Portal, powered by AfterShip. To lodge a return:

1. Open the Returns Portal from the top of this page.
2. Enter your Bathroom Sales Direct order number and the email address used when placing the order.
3. Select the product or products you wish to return.
4. Select the reason for your return.
5. Upload clear photographs of the product, packaging and product labels when requested.
6. Submit your request for assessment.

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

2. 60-day change-of-mind returns

Eligible products may be returned for change of mind when the return request is submitted within 60 calendar days of the recorded delivery date.

Change of mind includes circumstances where:

• You no longer require the product.
• You ordered the incorrect size, colour, finish, configuration or quantity.
• The product does not suit your renovation or intended installation.
• Your renovation plans have changed or been cancelled.
• You found the product elsewhere at a lower price.
• You did not check the product specifications, measurements or compatibility before purchasing.

To qualify for a change-of-mind return, the product must:

• Be an eligible product under this policy.
• Be unused, uninstalled and unassembled.
• Be in its original condition.
• Be in its complete and undamaged original manufacturer packaging.
• Include all parts, fittings, accessories, manuals, instructions and protective materials.
• Have no writing, courier labels, tape or markings placed directly on the manufacturer packaging.
• Be suitable for resale as a new product.
• Be returned within the timeframe stated in the return approval.

Bathroom Sales Direct may refuse a change-of-mind return where any of these requirements have not been met.

3. Products that cannot be returned for change of mind

The following products cannot be returned or exchanged because of change of mind, incorrect selection, unsuitable dimensions, renovation changes or project cancellation.

Custom, special-order and made-to-order products

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

These products cannot be cancelled once the supplier order or manufacturing process has commenced.

Vanities

All bathroom vanities are excluded from change-of-mind returns, including:

• Wall-hung vanities.
• Floor-standing vanities.
• Vanity cabinets.
• Vanity units supplied with or without tops.
• Custom-configured vanity combinations.
• Vanity packages and components ordered as part of a vanity configuration.

Shower screens

All shower screens are excluded from change-of-mind returns, including:

• Fixed shower panels.
• Frameless shower screens.
• Framed and semi-frameless shower screens.
• Shower doors.
• Bath screens.
• Shower screen panels, brackets and configured screen packages.

Bidet seats and toilet seats or lids

The following products cannot be returned for change of mind:

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

These exclusions apply for hygiene reasons, even where the customer states that the product has not been installed.

Stone, concrete and solid-surface products

All stone, concrete, composite and solid-surface products are excluded from change-of-mind returns, including but not limited to:

• Stone basins.
• Concrete basins.
• Solid-surface basins.
• Stone baths.
• Solid-surface baths.
• Stone vanity tops.
• Solid-surface vanity tops.
• Stone slabs.
• Hardwood, silica-free, engineered, composite or natural stone slabs.
• Products containing natural stone or manufactured stone components.

Natural variations in colour, pattern, texture, veining, dimensions and finish may occur in these materials and are not automatically considered faults.

Mirrors and shaving cabinets

All mirrors and shaving cabinets are excluded from change-of-mind returns, including:

• Standard mirrors.
• LED mirrors.
• Demister mirrors.
• Framed mirrors.
• Frameless mirrors.
• Mirror cabinets.
• Shaving cabinets.
• LED shaving cabinets.
• Recessed or surface-mounted shaving cabinets.

Clearance and final-sale products

Products marked as any of the following cannot be returned for change of mind:

• Clearance.
• Final sale.
• Discontinued.
• Run-out.
• Ex-display.
• Floor stock.
• Factory second.
• Seconds stock.
• Imperfect or damaged packaging stock.
• As-is products.

A product being discounted or included in a general sale does not automatically make it a clearance product. The exclusion applies when the product is specifically identified as clearance, final sale, discontinued, ex-display, floor stock or similar.

Commercial quantities and project orders

Change-of-mind returns are not accepted for:

• Commercial quantities.
• Project orders.
• Builder orders.
• Trade or wholesale orders.
• Multi-unit development orders.
• Bulk purchases.
• Orders placed using negotiated project pricing.
• Products ordered specifically to satisfy a commercial schedule or project requirement.

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

Installed, used or modified products

Products cannot be returned for change of mind if they have 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, modified or altered.
• Glued, siliconed, grouted or fixed into position.
• Damaged during handling, storage or installation.
• Used for display, photography, staging or demonstration.
• Removed from protective packaging where this prevents the product from being resold as new.

Customers and installers must inspect and confirm the product model, colour, dimensions, configuration and condition before installation begins.

4. Restocking fees

Approved change-of-mind returns are subject to a flat restocking fee of 20%, calculated on the purchase price of each returned product. The same rate applies to all eligible brands and products.

The restocking fee covers the administration, handling, inspection, supplier charges, repackaging and reduced resale value associated with change-of-mind returns.

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

5. Return freight and original delivery charges

For change-of-mind returns:

• The customer is responsible for arranging and paying all return freight costs.
• Bathroom Sales Direct does not arrange or pay return freight unless agreed in writing.
• Original delivery charges are not refundable.
• Where delivery was free or subsidised, the actual outbound freight cost incurred by Bathroom Sales Direct may be deducted from the refund.
• Returns sent using cash on delivery or receiver-to-pay freight will not be accepted.

The customer remains responsible for the product until it has been safely received and inspected by Bathroom Sales Direct. We recommend using a tracked and insured freight service.

Large, heavy or fragile products must be returned using suitable protective packaging. Products originally delivered on a pallet or skid must be returned securely strapped to an appropriate pallet or skid.

6. Return approval period

Once a change-of-mind return is approved, the product must be dispatched or delivered back within 14 calendar days unless a different period is stated in the approval.

If the product is not returned within the approval period, the approval may expire. A new request may be required, and the product must still fall within the original 60-day eligibility period.

Return approval cannot be transferred to another product, customer or order.

7. Packaging requirements

Returned products must have complete, clean and undamaged manufacturer packaging. A return may be refused or the refund may be reduced where:

• The manufacturer packaging is missing.
• The packaging is torn, crushed, wet, cut or otherwise damaged.
• Writing has been placed on the packaging.
• Courier labels or tape have been attached directly to the manufacturer packaging.
• Internal foam, cardboard inserts or protective materials are missing.
• Accessories, parts, fixings, manuals or instructions are missing.
• Protective film has been removed.
• The product or packaging contains installation marks, dirt, dust, silicone, adhesive or other residue.
• The product can no longer reasonably be sold as new.

Customers should place the manufacturer's packaging inside an appropriate outer shipping carton or protective covering before returning the product.

8. Inspection of returned products

All returned products are inspected after they arrive at Bathroom Sales Direct or the nominated supplier facility. The inspection will confirm:

• The correct product has been returned.
• The product is unused and uninstalled.
• The product is complete.
• The product and packaging are undamaged.
• The return complies with the approval conditions.
• The product remains suitable for resale as new.

Approval through the Returns Portal is conditional and does not guarantee a refund if the returned product fails inspection. Where a product does not pass inspection, Bathroom Sales Direct may:

• Refuse the return.
• Offer a reduced refund where appropriate.
• Request payment for the product to be returned to the customer.
• Dispose of the product where the customer does not arrange collection or return freight within a reasonable period after being notified.

9. Refund processing

Approved refunds will generally be processed within 14 business days after the returned product has been received, inspected and accepted. The refund will be calculated using:

• The amount paid for the returned product.
• Less the applicable restocking fee.
• Less any non-refundable original delivery charges.
• Less any actual outbound freight cost applicable to free or subsidised delivery.
• Less any other agreed deduction resulting from missing components, promotional items or damaged packaging.

Refunds will be issued to the original payment method where reasonably possible. If you prefer, you can choose store credit instead when lodging your request.

Financial institutions and payment providers may require additional processing time before the funds appear in the customer's account.

10. Promotional offers, packages and free products

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

• All products included in the package may need to be returned together.
• Any free promotional product must also be returned unused and in its original packaging.
• If a free product is not returned, its advertised or reasonable retail value may be deducted from the refund.

If returning part of an order means the remaining products no longer qualify for a package price, volume discount, free delivery offer or promotion, the refund may be adjusted to reflect the price that would have applied to the remaining products.

11. Exchanges

Bathroom Sales Direct does not guarantee direct exchanges. Where an eligible customer wishes to select a different product, the original product will generally be processed as a change-of-mind return and a new order must be placed for the replacement product. The applicable restocking fee and freight charges will still apply.

Replacement stock will not be reserved while the original product is being returned unless Bathroom Sales Direct agrees otherwise in writing.

12. Damaged, faulty or incorrectly supplied products

Change-of-mind exclusions and restocking fees do not apply where a product is confirmed to be:

• Faulty.
• Damaged in transit.
• Unsafe.
• Incorrectly supplied.
• Significantly different from its description or sample.
• Not of acceptable quality.
• Not fit for a disclosed purpose where the customer reasonably relied on our advice.

Customers should inspect all products as soon as possible after delivery and report visible damage, shortages or incorrect products through the Returns Portal within 48 hours.

Reporting delivery damage within 48 hours helps us investigate the matter with the courier and arrange a faster resolution. However, this requested reporting period does not remove or limit any rights that cannot be excluded under the Australian Consumer Law.

When reporting a problem, please provide:

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

Bathroom Sales Direct may inspect the product or request further information to determine the appropriate remedy. We may also communicate with the supplier or manufacturer as part of the assessment, but customers may continue to deal directly with Bathroom Sales Direct.

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

No restocking fee will be charged for a return accepted because of a confirmed fault, transit damage or supply error. Bathroom Sales Direct will also arrange or reimburse reasonable return freight costs where legally required.

13. Installation and inspection

Customers are responsible for checking the following before installation:

• The product code and model.
• Colour and finish.
• Dimensions.
• Quantity.
• Orientation and configuration.
• Plumbing and electrical requirements.
• Compatibility with other products.
• Whether all required parts and components are present.
• The condition of the product.

Installation should only be completed by appropriately licensed and qualified tradespeople where required.

Installing a visibly damaged, incorrect or unsuitable product may affect our ability to determine how the issue occurred. Claims for removal, installation, labour, delay or consequential costs will be assessed according to the circumstances and any rights available under the Australian Consumer Law.

14. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The 60-day period, product exclusions, packaging requirements and restocking fees in this policy apply to voluntary change-of-mind returns only. They do not limit any rights or remedies you may have under the Australian Consumer Law.

15. Contacting us

All return requests should first be submitted through the Bathroom Sales Direct Returns Portal, powered by AfterShip. For assistance with an existing return request, contact Bathroom Sales Direct and include your order number and AfterShip return reference number.