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Shipping & Returns Policy

 

Shipping Policy

Your items will be delivered by one of our trusted courier partners, who will transport them directly to your designated front entrance, door, reception area, foyer, or another suitable parcel receiving location. Please be aware that our couriers are unable to assist in moving goods beyond your front door. Additionally, specific requests for exact delivery times or dates cannot be accommodated by our courier partners. Rest assured, we will notify you via email once your order is on route.

Delivery times are estimated and may occasionally experience delays due to high order volumes or unforeseen traffic conditions. We strongly recommend waiting for your item to arrive in good condition before scheduling any installation services.

Important: We are not liable for unexpected delays or additional costs caused by courier issues or transit delays. Thank you for your understanding.

By accepting this policy, you authorise us to permit the courier to leave the item in a safe place if you are unavailable to receive it. If you do not wish to authorise this, please inform us by leaving a note at checkout or emailing us at info@aqualuxbathrooms.com.au or calling 0488 802 123.

If you choose not to authorise the courier to leave the item in a safe place or there is no safe location for the courier to leave the items, it becomes the customer’s responsibility to ensure they are available to receive their shipments or to make suitable alternative arrangements. Customers will be responsible for covering any additional costs incurred for re-deliveries or adjustments after the order has been dispatched.

If your order includes multiple items, we may ship your items separately at no additional shipping cost to you.

It is strongly advised that you or someone on your behalf be available to assist the driver in unloading large, heavy goods. Please note that delivery drivers will not transport large items upstairs, and it is the customer’s responsibility to arrange the necessary assistance. Large item deliveries are door-to-door services, and it is the responsibility of the customer or recipient to transport the items from the door to the desired location on-site.

Please be aware that drivers are equipped to deliver heavy products only to the front entrance of single-level houses with flat driveways. For apartments or challenging sites, assistance from trades or customers may be required to move the products.

Faults, Damages, Missing in Transit or Stolen Items

Upon receiving your order, it is imperative to inspect the items within 48 hours. Should you discover any damage, incorrect items, or faults, it is essential to notify us within this timeframe. Please provide evidence of the damage via email so that we can facilitate a replacement for you. Our items are dispatched in pristine, brand-new condition and are thoroughly checked for any defects or missing parts prior to shipment.

If the item received is damaged, of poor quality, or faulty, we will assist in logging the warranty claim with our supplier or an insurance claim with the courier to arrange a replacement or refund. Please note that faulty items must be kept on your premises and uninstalled until you receive confirmation from our team, as suppliers may request the items be returned. Failure to do so may result in the customer being ineligible for a replacement or refund.

Please note that for any damaged or faulty product reports made within 48 hours, we can only provide a replacement or a refund. Unfortunately, we cannot offer financial compensation for electrical or plumbing bills.

Claims or responsibilities cannot be accepted beyond the 48-hour window, as our shipping company cannot guarantee that any damage occurred post-receipt of the item or during the installation process. Claims must be made within this timeframe to be eligible for coverage under the shipping provider’s insurance. Failure to do so will result in the customer being deemed to have accepted the goods and assuming liability for them.

If your order includes multiple items, we may ship your items separately at no additional shipping cost to you. If all items have not arrived by the estimated delivery date or if a part of your order is missing in transit, please don’t hesitate to contact us. We are here to assist you and can help facilitate communication with the courier company on your behalf.

If your item has been delivered but is subsequently stolen, please inform us immediately and ensure a police case number is submitted to us. This will enable us to proceed with the insurance claim process effectively.

Change of Mind Returns Policy

We offer a 30-day change of mind returns policy for all products.

Please note the following terms and conditions:

  • A 20% restocking fee applies to all change-of-mind returns.

  • All return shipping costs will be incurred by the customer.

  • Refunds will be processed once the item is returned in a resellable condition. Please note that shipping fees paid for delivery are not included in this refund.

For lights and rugs, we are unable to take responsibility for variations in appearance due to differences in natural and artificial lighting in the home.

To initiate a return, please send an email directly to info@aqualuxbathrooms.com.au supported by images. Our team will assess your request, and if approved, you will receive a refund in the form of store credit.

All returned products must meet the following criteria:

  • They must be in their original packaging.

  • They must not be installed.

  • They must be in a resellable condition.

Please ensure that the product is securely packaged for return shipping. Returns will not be approved if the product has been damaged during shipping.

Important: Customised items and made-to-order products are not eligible for change-of-mind return requests.

How Does Delivery Work?

As soon as your order has been placed with us, depending on stock availability, your order will be dispatched within 2-3 business days for small and non-bulky orders, and within 5-6 business days for bulky orders requiring pallet packing. If any part of your order is not available for dispatch within this timeframe, we will inform you via email.

A tracking link will be sent to you immediately upon dispatch.

Once your order has been dispatched from our facility, any requests for amendments to the order after it has been dispatched will be subject to our "change of mind" criteria, and associated costs will be the customer’s responsibility. This is due to the nature of our logistics and shipping processes, which aim to ensure prompt delivery of your items.

If the item has not arrived by the estimated delivery date, please don’t hesitate to contact us. We are here to assist you and can help facilitate communication with the courier company on your behalf. Please understand that delays may occur due to factors beyond our control, such as high workload, traffic, and issues on the courier’s side. We appreciate your understanding and patience in such situations.

How Long Will It Take for My Order to Arrive?

Please be advised that the shipping freight applied to your order is express shipping. If you have shipping requests for your order, we kindly ask that you contact us via email at info@aqualuxbathrooms.com.au or call 0412 669 864 before your order is dispatched. Please note that opting for express shipping will incur additional charges. Please view approximate delivery times below:

  • Sydney Metro & ACT: Approximately 1-3 business days

  • NSW Rural/Melbourne Metro: Approximately 3-5 business days

  • SA/QLD/VIC: Approximately 5-10 business days

  • TAS/WA/NT: Approximately 7-10 business days

If your order includes multiple items, we may ship your items separately at no additional shipping cost to you.

How Can I Track My Parcel?

Once orders are dispatched, we will contact you via email with a tracking link for your parcel(s).

Can I Pick Up My Order?

Pick-up is available to our Sydney-based customers. Our pick-up locations are in Auburn, Chester Hill, Guildford, Greenacre, Pennant Hills, or any combination thereof, depending on the product(s) ordered.

We will notify you via email once your order is ready to be picked up. If you require the item urgently, please contact us via info@aqualuxbathrooms.com.au or call 0412 669 864.