Returns & Refund Policy
Last updated: 7 October 2026
We want returns and claims to be handled as quickly and consistently as possible.
This policy applies to purchases from Acqua Bathrooms and should be read together with our Terms of Service, Shipping Policy and any applicable manufacturer warranty terms.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
1. Change-of-Mind Returns
We accept eligible change-of-mind returns within 30 days of delivery or collection.
To be eligible for a change-of-mind return:
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the item must be unused;
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the item must not have been installed or attempted to be installed;
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the item must be in resalable condition;
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the original packaging must be complete and in suitable condition;
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all accessories, components, instructions and other included items must be returned;
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proof of purchase is required; and
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the return request must be submitted through our Help Centre.
Items that have been used, installed, damaged, altered or returned without suitable original packaging may be refused for change of mind.
Customers are responsible for return freight costs for change-of-mind returns.
Original delivery charges are not refundable for change-of-mind returns.
Bulky products such as vanities, baths, toilets, shower screens and similar products may incur significant return freight costs. These costs remain the customer's responsibility for change-of-mind returns.
2. Non-Returnable Change-of-Mind Items
The following products are not eligible for change-of-mind returns:
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clearance products;
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final-sale products;
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bidets;
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special-order products;
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customised or made-to-order products;
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products specifically ordered or allocated from a supplier where identified as non-returnable;
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products marked as non-returnable before purchase;
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products that have been installed or used; and
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products that cannot reasonably be resold because of their condition or packaging.
This section applies to change-of-mind returns only.
It does not limit any rights relating to faulty, defective, unsafe, misdescribed or otherwise non-compliant goods under the Australian Consumer Law.
3. Transit Damage, Missing Goods & Incorrect Deliveries
Customers should inspect goods as soon as reasonably practicable after delivery or collection.
Transit damage, missing goods or incorrect items should preferably be reported within 3 calendar days of delivery.
Prompt reporting allows us to investigate the matter with the carrier or supplier and significantly improves our ability to resolve freight-related claims quickly.
Claims should be submitted through our Help Centre:
https://www.acquabathrooms.com.au/pages/help-centre
Please provide where relevant:
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clear photographs of the product;
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photographs of the packaging;
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photographs showing the damage or issue;
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your order number;
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details of any missing items; and
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a description of the problem.
Please retain the product and packaging until the claim has been assessed.
Reporting outside the 3-day period may affect our ability to investigate a freight or delivery claim.
However, the 3-day reporting request does not exclude or limit rights or remedies that may be available under the Australian Consumer Law.
4. Faulty Products
If you believe a product is faulty, defective or otherwise does not comply with applicable consumer guarantees, please submit a claim through our Help Centre:
https://www.acquabathrooms.com.au/pages/help-centre
We may reasonably request information required to assess the issue, including:
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photographs;
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video;
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proof of purchase;
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product information;
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installation information;
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plumber, electrician or installer information where relevant;
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details of the issue; and
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access to inspect or assess the product.
Depending on the product and issue, assessment may be carried out by Acqua Bathrooms, the manufacturer, supplier or another appropriately qualified party.
We aim to process claims within a reasonable period. Some manufacturer or supplier assessments may take up to approximately 14 business days, depending on the circumstances.
Nothing in this process limits rights or remedies available under the Australian Consumer Law.
5. Installed Products
Customers, builders and installers should inspect products and confirm that they are correct and free from obvious damage before installation.
Products should not be installed where there is an obvious issue that should reasonably be investigated first.
A change-of-mind return will generally not be accepted once a product has been installed or installation has been attempted.
However, installation does not remove rights a customer may have under the Australian Consumer Law where the product is faulty or otherwise fails to comply with applicable consumer guarantees.
Where practicable, please contact us before removing, replacing or carrying out substantial rectification work on a product that is the subject of a claim.
6. Australian Consumer Law Remedies
Our products come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.
The appropriate remedy depends on the circumstances and whether the failure is major or minor.
Depending on the circumstances, remedies may include:
For a major failure, customers may have the right to reject the goods and choose a refund or replacement, subject to the Australian Consumer Law.
For a minor failure, we may be entitled to provide a repair or other appropriate remedy within a reasonable time.
Manufacturer or supplier warranties operate in addition to these rights and do not replace them.
7. Return Freight
Change of Mind
Customers are responsible for return freight for approved change-of-mind returns.
We recommend using a tracked and appropriately insured freight service.
The customer is responsible for ensuring returned goods are appropriately packaged for transport.
Acqua Bathrooms is not responsible for loss or damage occurring during return transport arranged by the customer.
Faulty or Incorrect Goods
Where Acqua Bathrooms is responsible for providing a remedy under the Australian Consumer Law, return or collection arrangements will be handled in accordance with the customer's applicable legal rights and the circumstances of the claim.
Customers should contact us before arranging freight for a faulty, damaged or incorrectly supplied product.
8. Refunds
Approved refunds will generally be processed using the original payment method where reasonably possible.
Processing times may vary depending on the payment provider or financial institution.
For approved change-of-mind returns:
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original delivery charges are not refundable;
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return freight is the customer's responsibility; and
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any applicable and previously disclosed restocking or handling charges may be deducted where permitted.
For faulty or otherwise non-compliant goods, refunds and other remedies will be provided in accordance with the Australian Consumer Law where applicable.
9. Exchanges
Where agreed, an eligible change-of-mind product may be exchanged for another product.
Any difference in price must be paid before the replacement product is supplied.
Additional freight or delivery charges may apply.
An exchange remains subject to the change-of-mind eligibility requirements in this policy.
10. Clearance & Final Sale Products
Clearance and final-sale products are generally not eligible for change-of-mind returns.
Before purchasing clearance or final-sale products, customers should carefully review the product information and suitability.
Clearance or final-sale status does not exclude rights under the Australian Consumer Law where those rights apply.
11. Special Orders
Special-order, customised, made-to-order or specifically allocated supplier products may not be eligible for cancellation or change-of-mind return once ordering or allocation has commenced.
Any relevant restrictions should be considered before placing the order.
This does not limit rights relating to faulty or non-compliant goods.
12. How to Submit a Return or Claim
For the fastest processing, returns, transit-damage claims, warranty claims and other product issues should be submitted through our Help Centre:
https://www.acquabathrooms.com.au/pages/help-centre
The Help Centre allows us to collect the information and evidence required to assess the matter and keep the claim properly recorded.
Customers who have difficulty using the online process can contact our customer service team for assistance.
Submitting information through another channel may delay processing because additional information may be required before the claim can be assessed.
13. Unauthorised Returns
Please do not send goods back before receiving return instructions from Acqua Bathrooms.
Goods returned without approval or adequate identification may be delayed, refused where legally permitted, or returned to the customer.
This does not limit any rights or remedies that cannot lawfully be excluded.
14. Contact Us
For returns, faults, transit damage, missing goods, warranty claims or other product issues, please use:
https://www.acquabathrooms.com.au/pages/help-centre
Acqua Bathrooms
8 Parramatta Road
Clyde NSW 2142
Australia
Email: info@acquabathrooms.com.au
