Last updated: 7 October 2026
These Terms of Service apply to users of the Acqua Bathrooms website and customers purchasing products from Acqua Bathrooms.
These Terms should be read together with our Returns & Refund Policy, Shipping Policy, Privacy Policy and any applicable product or manufacturer warranty terms.
Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law.
1. About Acqua Bathrooms
This website is operated by Acqua Bathrooms (“Acqua Bathrooms”, “we”, “us” or “our”).
Our online store is hosted using Shopify, which provides the e-commerce platform used to offer our products and services online.
By accessing our website, creating an account, placing an order or purchasing from us, you agree to these Terms.
2. Use of Our Website
You must use our website lawfully.
You must not:
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use the website for unlawful or fraudulent purposes;
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breach applicable laws or regulations;
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transmit viruses, malicious code or other harmful material;
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attempt unauthorised access to our systems, accounts or data;
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interfere with the operation or security of the website; or
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misuse our content, intellectual property or customer information.
We may restrict or terminate access where we reasonably believe our website or services are being misused.
3. Product Information, Images & Specifications
We take reasonable care to provide accurate product descriptions, dimensions, specifications, images and other product information.
However:
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colours and finishes may appear differently depending on photography, lighting and screen settings;
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natural, handmade, ceramic, stone, timber, metallic and similar products may reasonably vary in colour, pattern, texture or finish;
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dimensions may be subject to reasonable manufacturing tolerances;
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manufacturers may update specifications or packaging; and
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website information may occasionally contain errors or omissions.
Customers, builders and installers must verify critical measurements, set-outs, compatibility, plumbing requirements, installation requirements and site suitability before installation or modification of surrounding works.
If a particular specification is critical to your project, please contact us for confirmation before ordering or installation.
Nothing in this section limits rights available under the Australian Consumer Law.
4. Pricing & Availability
All prices are in Australian Dollars (AUD) and include GST where applicable unless stated otherwise.
Prices, promotions and availability may change without notice.
We may:
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change prices;
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limit quantities;
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discontinue products;
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correct genuine pricing or listing errors; or
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refuse or cancel an order where reasonably necessary, including because of stock availability, suspected fraud or an obvious pricing error.
If we cancel an order after payment has been received, we will refund the amount paid for the cancelled goods.
If a product becomes unavailable after purchase, we may offer an alternative product.
You are not required to accept an alternative and may instead choose a refund for the unavailable item.
5. Orders & Order Acceptance
Submitting an order does not necessarily mean the order has been accepted.
We may review orders before acceptance for matters including:
We may contact you where further information is required.
Once processing, allocation, supplier ordering or dispatch has commenced, cancellation or modification may no longer be possible.
6. Cancellations & Change of Mind
Where possible, cancellation requests may be accepted within 24 hours of placing an order, provided processing, allocation, supplier ordering or dispatch has not commenced.
Cancellation requests must be submitted through our Help Centre.
Cancellation may not be available for:
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special-order products;
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customised products;
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products specifically ordered or allocated from a supplier;
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clearance or final-sale products where permitted by law;
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products already dispatched; or
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products clearly identified as non-cancellable before purchase.
Change-of-mind returns are governed by our Returns & Refund Policy.
Nothing in this section limits rights relating to faulty, defective, misdescribed or otherwise non-compliant goods under the Australian Consumer Law.
7. Delivery
Delivery dates and timeframes are estimates unless expressly agreed otherwise.
Delivery may be affected by circumstances outside our reasonable control, including supplier delays, carrier delays, weather, access restrictions and freight disruptions.
Customers are responsible for providing accurate delivery information and ensuring reasonable and safe access to the delivery location.
Additional charges may apply where:
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delivery information is incorrect;
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delivery cannot reasonably be completed;
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nobody is available where attendance is required;
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access is unsafe or unsuitable;
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re-delivery is required; or
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additional delivery services are requested.
Further information is available in our Shipping Policy.
8. Inspection, Transit Damage & Missing Goods
Customers should inspect goods as soon as reasonably practicable after delivery or collection.
Transit damage, missing goods or delivery discrepancies should preferably be reported within 3 calendar days through our Help Centre so that we can promptly investigate the matter with the carrier or supplier.
Customers should retain the product, packaging and relevant photographs until the claim has been assessed.
A delay in reporting may affect our ability to investigate a freight claim.
However, the 3-day reporting request does not exclude or limit any rights or remedies available under the Australian Consumer Law.
9. Installation & Customer Responsibility
Products must be installed by appropriately qualified or licensed tradespeople where required by law.
Before installation, the customer, builder and/or installer is responsible for checking, where relevant:
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product dimensions;
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measurements;
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set-outs;
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plumbing requirements;
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electrical requirements;
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compatibility;
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site conditions;
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installation requirements;
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relevant building requirements; and
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whether the product supplied is the product ordered.
Products that appear damaged, incorrect or unsuitable should not be installed before contacting us.
Acqua Bathrooms is not responsible for loss caused by incorrect installation, misuse, improper handling, unauthorised modification or failure to follow applicable installation instructions, except where liability cannot lawfully be excluded.
Where a product has a fault or other issue covered by the Australian Consumer Law, the customer's statutory rights continue to apply.
10. Returns, Faults & Claims
Returns, faults, transit damage claims and warranty enquiries should be submitted through our Help Centre.
We may reasonably request information required to assess a claim, including:
Assessment may involve Acqua Bathrooms, the manufacturer or supplier.
We aim to process claims within a reasonable period. Some supplier or manufacturer assessments may take up to approximately 14 business days depending on the circumstances.
Customers should not return goods without receiving return instructions from us, as unauthorised returns may cause delays or additional freight costs.
Change-of-mind returns remain subject to our Returns & Refund Policy.
Nothing in this section limits rights or remedies under the Australian Consumer Law.
11. Consumer Guarantees & Warranty
Products may be covered by manufacturer or supplier warranties.
These warranties operate in addition to rights and remedies available under the Australian Consumer Law and do not replace or limit those rights.
Under the Australian Consumer Law, applicable goods come with automatic consumer guarantees, including guarantees relating to acceptable quality, fitness for disclosed purpose and correspondence with description.
Depending on the circumstances and whether a failure is major or minor, remedies may include repair, replacement, refund and, where applicable, compensation for reasonably foreseeable loss or damage.
Manufacturer or voluntary warranty remedies may have separate conditions, exclusions and claim procedures.
Damage resulting from misuse, incorrect installation, unauthorised modification, abnormal use or failure to maintain a product may not constitute a product defect or warranty issue.
12. Labour, Removal & Reinstallation Costs
Customers should inspect and verify products before installation.
Acqua Bathrooms is not responsible for labour, removal, reinstallation or related costs where the issue results from:
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incorrect installation;
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misuse or improper handling;
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site conditions;
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unauthorised modification;
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failure to follow installation requirements; or
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installation of a product where an obvious issue should reasonably have been identified before installation.
Where a customer is legally entitled to compensation or another remedy under the Australian Consumer Law, nothing in these Terms excludes those rights.
Customers should contact us as soon as reasonably possible after discovering a suspected fault and, where practicable, before undertaking unnecessary removal, replacement or rectification work.
13. Trade Accounts & Business Customers
Trade customers must comply with these Terms together with any separate trade account, credit or supply agreement.
We may change, suspend or withdraw trade pricing or account privileges in accordance with the applicable agreement and law.
Trade customers are responsible for orders placed through their authorised accounts.
Nothing in these Terms excludes Australian Consumer Law rights that may apply to a business customer.
14. Bundles, Packages & Promotional Offers
Promotional pricing, packages and bundle discounts may be conditional on purchasing specified products together.
If an approved change-of-mind return involves only part of a bundle or promotional package, discounts applied to the remaining products may be recalculated to reflect the original promotion.
Promotional discounts generally cannot be applied retrospectively unless the promotion states otherwise.
This section does not limit rights relating to faulty or non-compliant products.
15. Fraud Prevention & Payment Verification
We may take reasonable steps to verify orders and payments before dispatch.
This may include requesting identity, payment or order information where reasonably necessary to prevent fraud or unauthorised transactions.
Orders may be held or cancelled where we reasonably suspect:
Personal information collected for verification purposes will be handled in accordance with our Privacy Policy.
16. Chargebacks & Payment Disputes
If a chargeback or payment dispute is initiated, we may provide relevant transaction information to banks, payment providers or other parties involved in resolving the dispute.
This may include:
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order records;
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customer communications;
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proof of delivery or collection;
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transaction information; and
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other evidence reasonably relevant to the dispute.
Where permitted by law, we reserve the right to recover amounts legitimately owed to us and reasonable losses or costs arising from fraudulent or improper payment disputes.
17. Storage & Uncollected Orders
Orders ready for collection should generally be collected within 7 calendar days of notification unless otherwise agreed.
Where goods remain uncollected for an unreasonable period, we may, subject to applicable law:
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charge reasonable storage costs;
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arrange alternative storage;
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return eligible goods to stock;
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cancel eligible goods; or
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apply reasonable restocking or handling costs where permitted.
Bulky or oversized goods may incur additional storage costs where disclosed or reasonably incurred.
18. Failed Delivery & Refused Goods
Where delivery cannot be completed because of circumstances within the customer's control, including:
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incorrect delivery information;
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nobody being present where attendance is required;
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unsafe or unsuitable access; or
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unjustified refusal of delivery,
reasonable re-delivery, return freight or handling costs may apply.
Goods returned because a customer no longer wants them will be treated in accordance with our Returns & Refund Policy.
This section does not apply where a customer is lawfully rejecting goods or exercising rights under the Australian Consumer Law.
19. Retention of Title
To the extent permitted by law, ownership of goods remains with Acqua Bathrooms until payment for those goods has been received in full and cleared.
Risk in goods generally passes upon delivery or collection, subject to applicable law and any rights relating to loss, damage or non-conforming goods.
Where payment remains lawfully outstanding, we reserve any rights available to us to recover the goods or debt.
20. AI & Automated Customer Assistance
We may use artificial intelligence and automated systems to assist with:
Where customers interact directly with an AI assistant, the service may be identified as automated or AI-assisted.
AI-generated responses are provided to assist customers but may occasionally be incomplete or inaccurate.
Customers should verify important product specifications, measurements, compatibility, plumbing requirements, installation requirements and other critical technical information before purchasing or installing a product.
Customers may request assistance from a member of our team at any time.
For information about how personal information is handled when using our website, customer service and AI systems, please refer to our Privacy Policy.
21. Third-Party Services
We may use third-party service providers for services including:
Third-party services may be subject to their own terms.
Our handling of personal information in connection with service providers is explained in our Privacy Policy.
We are not responsible for services independently provided by third parties except where liability cannot lawfully be excluded.
22. Intellectual Property
Unless otherwise stated, Acqua Bathrooms branding, logos, original photography, graphics and original written website content are owned by or licensed to Acqua Bathrooms.
You must not reproduce, distribute, modify or commercially exploit our intellectual property without permission except where permitted by law.
Third-party brands, product names, images and intellectual property remain the property of their respective owners.
23. Limitation of Liability
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.
To the extent permitted by law, Acqua Bathrooms is not liable for indirect or consequential loss arising from circumstances outside our reasonable control or resulting from misuse, incorrect installation or unauthorised modification of products.
Any limitation in these Terms applies only to the extent permitted by law.
24. Events Outside Our Control
We are not responsible for delays or failure to perform obligations where caused by events outside our reasonable control.
These may include:
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freight or shipping disruptions;
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supplier delays;
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natural disasters;
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severe weather;
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industrial action;
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government restrictions;
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infrastructure failures; or
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other events reasonably outside our control.
We will take reasonable steps to minimise disruption where practicable.
Nothing in this section limits rights that cannot lawfully be excluded.
25. Privacy
Personal information collected through our website, orders, customer service channels and other interactions is handled in accordance with our separate Privacy Policy.
26. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, website, services, policies or legal obligations.
The current version published on our website will apply, subject to applicable law.
Changes will not retrospectively remove rights that have already arisen.
27. Governing Law
These Terms are governed by the laws of New South Wales, Australia.
Subject to applicable consumer protection legislation, disputes are subject to the jurisdiction of courts and tribunals with jurisdiction in New South Wales.
28. Contact Us
For customer service, order enquiries, cancellations, returns, claims or warranty assistance, please use our Help Centre:
https://www.acquabathrooms.com.au/pages/help-centre
Acqua Bathrooms
8 Parramatta Road
Clyde NSW 2142
Australia
Email: info@acquabathrooms.com.au
