Frequently asked questions about returns, refunds, and exchanges.
How do I start a return?
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Visit our Returns Portal.
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Enter your order number and email address.
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Select the item(s) you wish to return and follow the prompts.
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Once your request is reviewed, you will receive confirmation and further instructions by email.
All returns must be authorised by Acqua Bathrooms prior to being sent back.
What items are eligible for return?
Change-of-mind returns may be accepted within 30 days of purchase, provided that:
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The item is unused and uninstalled
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It remains in its original condition
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Original packaging is intact
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Proof of purchase is provided
All returned items are subject to inspection before approval.
What items cannot be returned?
The following items are not eligible for return:
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Custom-made or bespoke items (unless faulty)
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Clearance, final sale, or discounted items
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Bidets (for hygiene and safety reasons)
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Items that have been installed or show signs of wear
If you are unsure whether your item qualifies, please contact us prior to submitting a return request.
What if my item is faulty or damaged?
Claims for faulty or damaged products must be made within 48 hours of delivery.
Please contact us immediately at info@acquabathrooms.com.au or 1300 010 117 before returning the item.
Important:
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Claims must be made before installation.
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Items inspected and accepted at delivery or pickup may not be eligible for damage claims.
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Do not return items without prior authorisation.
We will assess the issue and arrange a replacement, refund, or warranty claim where applicable.
Can I exchange an item?
Exchanges may be available for eligible products.
If approved, the replacement item will be dispatched once the return has been processed.
Exchanges are subject to stock availability and inspection of returned goods.
How do I return my item?
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Contact us or submit a return request through our Returns Portal.
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Ensure the item is securely packaged in its original packaging.
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Include proof of purchase or your order number.
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Ship the item to:
8 Parramatta Rd
Clyde NSW 2142
Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.
For items valued over $75, we recommend using a trackable and insured shipping service.
Who pays for return shipping?
Customers are responsible for return shipping costs unless:
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The item is faulty
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The item was supplied incorrectly
Return shipping costs are non-refundable and may be deducted from the refund amount where applicable.
When will I receive my refund?
Once your return is received and inspected:
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You will receive an email confirming approval or rejection.
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Approved refunds are processed within 3–5 business days.
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Funds are returned to your original payment method.
Please allow additional time for your bank to process the refund.
What if I haven’t received my refund?
First, check your bank statement.
If the refund is not visible, contact your bank as processing times may vary.
If you still require assistance, please contact us at info@acquabathrooms.com.au.
Important Notes
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All installations must be carried out by a licensed installer or plumber.
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Acqua Bathrooms is not responsible for labour costs or damages caused by improper installation.
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Product images are for illustrative purposes only; variations may occur.
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Bundle discounts may be adjusted if part of a promotional package is returned.
Need further assistance?
If your question is not addressed above, please contact our team.
We’re here to help.