Refunds Policy

Change of Mind Returns

At Melbourne Bathroom Shop, we understand that renovations and new builds can be very stressful. That's why we strive to make the process easier for you with our 14-calendar-day returns policy for change of mind ("Policy"). This Policy is in addition to your rights under the Australian Consumer Law when applicable.

Can I return an item under the Change of Mind policy?

If you decide that an ordered item no longer suits your project, simply contact Melbourne Bathroom Shop in writing to request a return under our Policy. You may exchange the item for a similar product or receive store credit toward your next purchase. Melbourne Bathroom Shop accepts returns within 14 days of the receipt of goods and all returned items must be in the original condition with packaging intact and unmarked. All damages to products must be notified to us within 48 hours of collection or receipt of goods, any damages reported after this period will not be eligible for exchange or refund. You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you no return will be accepted. All returns will incur 20% restocking fee for change of mind and incorrect purchase. Unboxed items / Installed or used products / Custom-made or custom cut goods at your request / floor display or some clearance items will not be accepted for return or exchange unless proof of manufacturer’s fault and defectives is provided and is approved by member of our team. The cost of return delivery will be incurred by at the customer’s expense.

Please note that the Policy does not apply to items that have been installed or used. All goods must be in "brand new" condition (please refer to the section below for details) to be eligible for a return.

For any product issues or claimed defects, please refer to our Warranty Terms. The Policy is limited to the original order only and does not cover goods provided as warranty replacements. Additionally, this Policy does not apply to any floor stock, clearance items, or scratch-and-dent sales.

How to Return

1. Contact Us: Email us at info@melbournebathroom.com.au or reply to your 'Order Confirmation' email, and attach the completed return application form available through our sales team.
2. Pack Your Return: Please ensure that all parts and fittings are included, and both the product and its packaging remain in "brand new and resaleable" condition. Pack the item carefully to avoid damage in transit; items damaged during transit will not be eligible for exchange or store credit under this Policy. Items must be returned to the designated warehouse as indicated on the application form.
3. Inspection and Processing: Upon receiving your return, our warehouse staff will inspect and assess the item(s). If the return meets the criteria set out in this Policy, we will approve the return and process either an exchange or the issuance of store credit. For orders returned via courier or freight, processing is generally completed within 3 business days of receipt. If we cannot approve your return request in accordance with the Policy, you will still be entitled to an exchange or store credit, and we will contact you to discuss any possible alternative solutions.

Return Options

• Exchange:
  • You may exchange the item for one that is:
  • ◦ Of equivalent value;
  • ◦ Of lesser value (with the balance credited to you in the form of an eGift card); or
  • ◦ Of greater value (with the difference payable by you).
• Store Credit: Alternatively, you may choose to receive store credit and valid for use within 6 months from the date of issue.

In all cases, the exchange or store credit value is limited to the price paid for the returned goods and does not include postage or freight costs (except when goods are returned under our Warranty Terms or where applicable law requires us to cover such costs).

Further Conditions

• Proof of Purchase: All returns under the Policy must be supported by proof of purchase, the adequacy of which will be determined at our discretion.
• Refunds: Melbourne Bathroom Shop does not provide refunds for change of mind returns on Unboxed items / Installed or used products / Custom-made or custom cut goods at your request / floor display or discontinued clearance items unless proof of manufacturer’s fault and defectives is provided and is approved by member of our team. If your return is accepted under the Policy, your only entitlement is as set out in the 'Return Options' above.
• Timeframe: All return requests must be submitted in writing within 14 calendar days of receiving your goods, and all items must be returned to our warehouse within 2 weeks of your request. Failure to adhere to these timeframes will result in forfeiture of your right to return the goods under the Policy.
• Duty of Care: As a customer, you are responsible for the product while it is in your possession. The title and risk of the returned goods remain with you until the return is fully processed. If an item is damaged prior to processing (e.g., while in transit or in your possession), you may not be entitled to an exchange or store credit.

"Brand New" Condition

All items returned under this Policy must be in "brand new" condition, meaning:

• All products, parts, fittings, manuals, and datasheets (where applicable) are included and complete.
• Products and parts show no marks, scratches, or signs of attempted installation.
• Internal protective packaging is intact to avoid transit damages.
• External packaging is new with no rips, tears, cuts, punctures, marked, or modifications.

Special-Order Products

Some products fall under the special-order category, meaning they are not usually stocked in our warehouse inventory. Special order items are clearly marked on the product page when ordering online, or our staff will inform you of the expected arrival time if ordering in person.

If you change your mind regarding a special order, you may still return it provided that our supplier approves the return and the item meets the Policy's conditions. Please note that a 20% restocking fee will automatically apply to all special-order items, even if both the product and its packaging are in "brand new" condition.

We recommend double-checking all measurements, colours, and designs before placing a special order.

Custom-Order Products

Custom order or custom cut items, such as shower screens and shower bases made to order, cannot be modified, returned, or exchanged under this Policy. For online orders, this information is provided on the product page. For in-person orders, our staff will advise you accordingly.

We strongly recommend verifying all measurements before placing a custom order and ensuring that measurements (at floor level, 1m height, 2m height, etc.) are final and within a 5mm variance, which is critical for the proper operation of fully frameless structures.

Made-to-Order Products

Made-to-order items are ineligible for cancellations or refunds.

Return or Exchange of a Damaged Item

All our items are thoroughly inspected for damage and missing parts prior to delivery. They are sent out in brand new condition. Please inspect your items immediately upon receipt. Any damages should be reported to us within 3 business days. Failure to do so will imply acceptance that the items are not damaged. For further details on damaged items, please refer to our Warranty Terms.

Note: Installation signifies acceptance of quality, and visible damages may not be claimed after installation.

No Return After Installation

If an item has been installed or used, we cannot accept a return under the Policy unless the item is faulty or defective under our Warranty Terms. If you believe your item qualifies for a warranty claim, please contact us before removing the item, as we may need to inspect the installed product to determine if the warranty applies. For additional details, please refer to our Warranty Terms.