Terms & Conditions – Cancellations, Claims & Returns

These terms should be read in conjunction with our Returns & Refund Policy, Shipping Policy and Privacy Policy.

1. Order Cancellations

Cancellation Window

Orders may be cancelled within 24 hours of placement, provided the order has not been processed, allocated, or dispatched.

After 24 hours, cancellation may not be possible if processing has commenced.

Non-Cancellable Items

The following cannot be cancelled once ordered:

Clearance / Final Sale items
Special order items
Items marked as non-cancellable
Supplier-allocated items once transfer has commenced

Payments made for these items are non-refundable.

Shipped Orders

Orders that have been dispatched cannot be cancelled.
If eligible, a return must be initiated after delivery in accordance with our Returns Policy.

Promotional Pricing

Sale pricing is valid only during the promotional period.
We do not offer price adjustments, rainchecks, or retrospective discounts.

How to Request a Cancellation

All cancellation requests must be submitted via:

https://acquabathrooms.returnscenter.com/

Requests submitted via phone or email will not be processed.

2. Faulty, Damaged or Incorrect Goods

All claims must be submitted within 48 hours of delivery through our online portal:

https://acquabathrooms.returnscenter.com/

Do not return goods without written approval.

Claims must include:

Clear photos of the item
Photos of packaging
Description of the issue

Important Conditions

Goods must be inspected immediately upon delivery
Claims must be made prior to installation
Installed items are not eligible for damage claims unless a manufacturing fault is confirmed

Where a fault is confirmed, we will arrange replacement or refund in accordance with Australian Consumer Law.

Supplier assessment may take up to 14 business days.

3. Returns & Refunds

All returns require prior approval.

Unauthorised returns will be refused.

Change of Mind Returns

Eligible only if:

Within 30 days of delivery
Unused and uninstalled
In original packaging with packaging intact
Adequately packed for safe return

Customers are responsible for return freight costs.

Original delivery charges are non-refundable.

Non-Returnable Items

Clearance / Final Sale items
All bidets
Items marked non-returnable

4. Customer Responsibility

Customers must ensure products are suitable prior to purchase.

It is the responsibility of the customer, builder, or installer to verify:

Measurements
Set-out requirements
Compliance with local regulations
Compatibility with existing plumbing

Acqua Bathrooms is not liable for:

Labour costs
Removal or reinstallation costs
Project delays
Damages caused by incorrect installation

All installations must be carried out by a licensed tradesperson where required.

5. Warranty

Warranty coverage is subject to the manufacturer’s terms.

Warranty claims cover product replacement or parts only.

Warranty does not cover:

Labour costs
Installation or removal costs
Transport costs unless approved
Damage caused by misuse, improper installation, or lack of maintenance

6. Product Information

Product images are for illustrative purposes only.

Variations in colour, finish, size and appearance may occur.

All descriptions and pricing are subject to change without notice.

7. Bundle & Promotional Offers

If part of a bundle or promotional offer is returned, the discount applied to remaining items may be removed. Refunds will be adjusted accordingly.

8. Policy Updates

Acqua Bathrooms reserves the right to update these terms at any time.

Terms and Conditions