Refund policy

Returns, Exchanges & Our Customer Commitment

At Bathware Factory Direct, we offer factory-direct pricing by cutting out unnecessary mark-ups, showrooms, and middlemen. While our focus is on value and efficiency, we still believe in standing behind what we sell and treating customers fairly.

If there's an issue with your order, we'll work with you to resolve it in line with our policy and Australian Consumer Law.

Returns & Exchanges – 30 Day Window

You may request a return or exchange within 30 days of receiving your order, provided the eligibility conditions below are met.

All return requests must be approved before goods are sent back.

Eligibility for Returns

To be eligible for a return or exchange:

• Requests must be submitted within 30 days of delivery
• Items must be unused, unopened, and in original packaging
• Products must be returned in resaleable condition

All returned items are inspected upon receipt before a refund or exchange is processed.

Change of Mind & Incorrect Orders

We do not charge a restocking fee on change-of-mind or incorrect order returns.

Original shipping costs are non-refundable.
Return freight is the responsibility of the customer unless the item is faulty or damaged.

Custom & Special Order Items (Non-Returnable)

The following items are not eligible for change-of-mind returns, as they are made or prepared specifically to order:

• Custom vanities
• Custom-cut stone tops
• Custom-cut wastes or grate drains
• Special order or promotional package items

Please ensure all measurements, specifications, and selections are correct before placing your order. If you're unsure, contact us prior to purchasing.

Damaged or Faulty Goods

If your order arrives damaged or faulty:

• Inspect goods within 24 hours of delivery
• Notify us within 24 hours with clear photos or videos
• Do not install the product before the issue is assessed

Once confirmed, we will arrange repair, replacement, or return in accordance with Australian Consumer Law. Where applicable, return freight will be organised at our cost.

Warranty Coverage

All Bathware Factory Direct products are covered by a manufacturer's warranty: 15 years on tapware, and 8 years on vanities and accessories (conditions apply).

To lodge a warranty claim, please provide:

• Your order number or proof of purchase
• A description of the issue
• Supporting photos or videos

Approved claims will be handled efficiently, and we'll guide you through the process step by step.

Important Information

• Do not return items without prior approval
• Unauthorised returns may be delayed or rejected
• This policy operates alongside your rights under Australian Consumer Law

How to Request a Return or Claim

Email info@bathwarefactorydirect.com.au with:

• Your order number
• The item(s) requiring assistance
• A brief description of the issue

We'll review your request and provide clear next steps.

Our Approach

Bathware Factory Direct is built on simple pricing, direct supply, and honest policies.
We focus on moving stock efficiently — and supporting customers fairly when issues arise.