Returns & refunds
All pictures and images of goods displayed online are only for illustrative purpose. Sizes, colour and dimensions of goods may differ in real life. You have read any written description of the goods before placing your order.
RETURNS AND REFUNDS
All returns must be authorised from the store. If you are returning an item merely because you change your mind about the purchase made, we will offer you a reimbursement, exchange or credit note at our discretion provided that:
- The item is in original condition, uninstalled and without any signs of wear and tear and the packaging intact. You must adequately package any product you are returning to us to ensure that is not damaged during return delivery to our warehouse.
- Item is returned within 30 days of purchase with proof of purchase at hand.
- Upon return, item will be subject to thorough inspection on return, which may take up to a week. Refunds will not be processed immediately upon the return of the product.
- Strictly no returns on shower screens, vanities, and bath tubs, tiles and custom orders.
- 20% re stocking fee on all returns.
- It is your responsibility to ensure that the goods are suitable for your purpose prior to ordering (including whether there is appropriate and safe access to your delivery address for delivery of the goods).
- Acqua Bathrooms will offer a replacement provided that proof of fault/ damage is present. However, please do not bring it in to the store or return it to us without contacting us first. All claims are to be made within 24 hours of receiving the product.
- Depending on the nature of the issue, a service call will be placed with the manufacturers in instances where immediate replacement is not possible, which may take up to 2 weeks.
- Acqua Bathrooms will offer refund / exchange if the customer is not happy with the item or does not fit the description of the product.
- If you have received the wrong item please contact our office on 02 9760 2273 during business hours or email us at firstname.lastname@example.org for further instructions.
- Acqua Bathrooms will not be liable for any out of pocket expenses incurred for labour, as warranty only includes parts. Acqua Bathrooms is not liable for any loss, damage, cost, expense or injury you or any third part as a result of mishandling or wrongful installation. All installations must be carried out by a certified installer/ plumber.
PICK UPS & DELIVERIES
- All pick-ups and deliveries are to be organised beforehand. Please allow 1 week for pick-ups and 2 weeks for deliveries. We will notify you once your order is ready.
- For pick ups: Monday – Friday: 10 – 4 pm. Saturday:11 - 3 pm. Sunday: 12 – 2 pm.
- Please check availability of item before purchasing if you wish to pick up within 3 days of order.
- We are not liable for any damaged products claim once the item has been picked up or delivered as it is the customer’s responsibility to check the product upon receiving it.
- If there is nobody at site to receive the delivery, a re-delivery fee will apply. All deliveries are unloaded on the ground floor; no items will be delivered inside the house (NO EXCEPTIONS).
- Some items may require more than one person for handling, it is your responsibility to provide additional person at the delivery address.
- If we are unable to fulfill all or part of your order due to goods being unavailable, we will use all endeavours to either:
- Source the goods; or
- Contact you within 5 business days to either arrange a full or partial refund; or, change your order to replace the goods with a comparable product as agreed.
- Where an alternate product cannot be agreed on, we will refund you the price paid for the goods.
For all pick ups, our hours are:Monday to Saturday: 10:00 am to 4:00 pm
Saturday: 11:00 am - 3:00 pm
Sunday: 12:00 pm to 2:00 pm
Please note we require complete payment before goods are delivered or dispatched. If paying with a credit card, the name on the card must match the name on the order.
Acqua Bathrooms reserves the right to update these terms and conditions at any time.