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Acqua Bathrooms – Terms and Conditions

At Acqua Bathrooms, we aim to provide the highest quality products and services to ensure your satisfaction. These policies outline our terms for cancellations, claims, returns, and refunds. Please review them carefully before making a purchase.

1. Cancellation Policy

Eligibility for Cancellation

  • Orders may be canceled within 24 hours of placement without penalty, provided the order has not been processed or shipped.
  • Orders canceled after 24 hours may incur processing or restocking fees.

Non-Cancellable Items

  • Custom-made, special-order and non-listed items are non-refundable and cannot be canceled. Payments for these items are non-refundable.

Fees and Refunds

  • A restocking fee of up to 20% of the item’s value may apply to cancellations of standard items.
  • Refunds for eligible cancellations will be processed within 7–10 business days via the original payment method.
  • Shipping and handling charges are non-refundable.

Promotional Pricing Policy

  • Sale prices are valid only during the promotional period. Orders placed outside the promotional period are not eligible for price adjustments or rainchecks.

Shipping and Dispatched Orders

  • Orders that have been shipped cannot be canceled. Customers must initiate a return upon receiving the item in accordance with our Returns Policy.

Requesting a Cancellation

  • To request a cancellation, contact us at info@acquabathrooms.com.au or 1300 010 117 during business hours with your order details.

2. Claims for Faulty/Damaged Products

Reporting Faulty or Damaged Items

  • Claims must be made within 48 hours of receiving the product. Contact us immediately at info@acquabathrooms.com.au or 1300 010 117 to report an issue.
  • Do not return or bring the product to the store without first contacting us.

Conditions for Claims

  • Items inspected at pickup or delivery will not be eligible for damage claims after acceptance.
  • Claims must be made before installation.

Resolution Process

  • For faulty or damaged items, we will arrange for a replacement or warranty claim with the manufacturer. This process may take up to 2 weeks.
  • If the item does not match the description or you are dissatisfied, we will offer a refund or exchange.
  • For incorrect items, please contact us for further instructions.

3. Returns and Refunds

General Returns Policy

  • All returns must be authorised by Acqua Bathrooms. Unauthorised returns will not be accepted.
  • Change-of-mind returns may be eligible for a reimbursement, exchange, or credit note at our discretion, provided that:
    • The item is in its original condition (uninstalled, with no signs of wear or tear) and packaging is intact.
    • The return is made within 30 days of purchase with proof of purchase.
    • The item is adequately packaged for safe return delivery.

Inspection and Refund Process

  • Returned items will be inspected before a refund or credit is issued.
  • Allow 3-4 business days for processing after we receive the returned item.

Non-Returnable Items

  • Custom-made orders are not eligible for returns unless there is a manufacturing fault.

Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Customer Responsibility

  • It is the customer's responsibility to ensure goods are suitable for their purpose before purchase.
  • Acqua Bathrooms is not liable for labor costs or damages caused by mishandling or improper installation. All installations must be carried out by a certified installer/plumber.

How to Return an Item

  1. Contact Acqua Bathrooms to obtain authorization for the return.
  2. Ensure the item is in its original condition and properly packaged.
  3. Include proof of purchase or the order number.
  4. Ship the item to:
    Unit 2, 8 Parramatta Rd, Clyde NSW 2142.
  5. Allow 3-4 days for refund processing upon receipt.

4. Additional Notes

Product Descriptions

  • The product images displayed on our website are for illustrative purposes only. Variations in colours, sizes, and dimensions may occur. Customers are encouraged to carefully review the written product descriptions before making a purchase.

  • All product descriptions and pricing are subject to change without prior notice.

  • We reserve the right to modify or discontinue any product, service, or content on our website at any time without prior notice.

Bundle Offers or Package Deals

  • If an item from a bundle or promotional deal is returned, discounts on remaining items in the bundle will no longer apply, and adjustments will be made to the refund amount.

    Warranty Limitations

    • Warranty claims are limited to the replacement or repair of product parts only and do not include labour costs, installation fees, or any third-party services unless otherwise specified or explicitly covered by the supplier.

    • It is the customer's responsibility to arrange and cover any additional costs associated with the removal, reinstallation, or other services related to a warranty claim.

    • Please note that warranties are subject to the specific terms and conditions provided by the manufacturer or supplier and may vary depending on the product. Warranty coverage does not extend to damages caused by misuse, improper installation, or lack of maintenance. 

    For further clarification or assistance with a warranty claim, please contact us directly.

    5. Our Commitment to You

    At Acqua Bathrooms, we are dedicated to providing you with the best service and support. Our knowledgeable staff is always ready to assist with any questions or concerns. We aim to process all orders, claims, and returns promptly and fairly.

    Policy Updates

    Acqua Bathrooms reserves the right to update these terms and conditions at any time. For the latest version, please visit our website or contact us directly.