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Please check your order when you receive it! Returns are easy if we know about them straight away but can be a bit tricky if we don’t hear back from you for a while.

Backflow can also occur if a water pump, such as a bore pump, is cross connected to the internal water plumbing system, and is pumping bore water at a higher pressure than the water mains pressure (back pressure).

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We will accept all returns in accordance with Australian Consumer Law. Returns will only be accepted with proof of purchase.

If goods remain boxed and in perfect condition you may return them within 14 days for a full refund. The cost of return delivery will be incurred by the customer.

There are no returns or refunds available on custom made products. This excludes items that are defective or have a manufacturers fault.

1. Fill out the Returns Form and mark the items that you are returning on your customer invoice (both forms will be enclosed in your order).2. Pack your item/s for return. Label the products using the return shipping label supplied with your order and ensure they are packed carefully to avoid damage (items that are damaged in transit due to inadequate packaging will unfortunately be unable to be refunded).

If an item is installed when it is faulty the original warranty applies (i.e. if the warranty is replacement only Bathware Direct will provide a replacement product but will not pay for associated labour costs).

NOTE: Large items on pallets require assistance to unload. The standard delivery offered is curbside delivery which does not include carrying items inside or up any stairs.

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Third party couriers contracted to deliver to door only. Customer accepts responsibility of relocating items thereafter. Large and/or heavy items require driver to be assisted by customer. We recommend stone baths have minimum 4 persons for safe handling.

We use Direct Freight to complete deliveries outside of the Melbourne Metro area. When we ship the order we will send the consignment number so you can track the shipment. Unfortunately we are not able to guarantee that Direct Freight will call before delivery, although we can request it, and they aren’t required to lift heavy products so delivery will be curbside with the responsibility for getting the order into the house on the customer.

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Please check your order when you receive it! We require notification of damages or issues within 24 hours of when you receive your order. Returns are easy if we know about them straight away but can be a bit tricky if we don’t hear back from you for a while.

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 refund will be made.

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All Goods sold are subject to the applicable manufacturers warranty, guarantee and trading terms (if any). If goods are deemed faulty following confirmation by the manufacturer you may replace them free of charge by contacting us at 1800 655 314.

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All refunds will be issued when goods have arrived back to the Bathwaredirect.com.au warehouse and have been inspected by a member of our team. Refunds will be made by the same method used for the purchase.

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If a property’s drinking water supply is inadvertently connected with a source of pollution, either through a cross connection or simply a hose submerged in a container of liquid, then these pollutants could enter the water supply when there is an overpressure on the private property side or a sudden drop in water mains pressure.

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Credits and exchanges are for the full value of the returned goods only and do not include the cost of postage/freight unless an item is faulty/defective in which case we will pay for postage/freight. You can only exchange for change of mind once for any given order (i.e. you can't decide to change your mind on the replacement product and get another replacement or return for credit). We comply with every aspect of Australian Consumer Law, of course, so if an item is faulty we will always rectify this for you. Change of mind does not apply to goods that have been installed or used. Items must be in perfect condition to be eligible for a change of mind credit.

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All our items are checked for damage and missing parts prior to delivery. They are sent out in good and brand new condition. It is important to thoroughly check your goods upon delivery and to notify Bathwaredirect.com.au within 24 hours of receiving the order. Evidence of damage will be required i.e. photographs.

Your payment information is processed securely. We do not store credit card details nor have access to your credit card information.

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Simply bring it into our showroom at 8-10 Vesper Dr, Narre Warren and we can inspect and process the return on the spot.

All boxed items will incur a 15% restocking charge if returned after 14 days and the cost of return delivery will be incurred by the customer.

All products that are unboxed will incur a 20% restocking charge and the cost of return delivery will be incurred by the customer.

Any claims for credits must be made in writing to Bathwaredirect.com.au within 5 business days of date of delivery, otherwise the Customer is deemed to have accepted the Goods and liability for the Goods.

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If an item has been installed or used and you would like a refund please contact us before removing the item as it should be inspected in the installed state to ascertain whether the warranty is to be actioned.

We use Direct Freight because our customers tend to want to keep costs down and this is the most economical option but if this is not suitable in your situation we can look into using a different service and we will pass the cost on. We can arrange a removalist if you require items to be carried into the house or we can use a different courier company if you require better communication around when to expect your order.

If an item that is ordered is a special order that Bathwaredirect.com.au does not usually stock there will be an automatic 20% restocking charge to return the goods provided that the supplier will accept the return. This excludes items that are defective or have a manufacturers fault.

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3. Once we receive your return we will inspect the item/s to see if our returns policy has been met. We will let you know if the return has been approved and process the refund/credit/exchange. This will be done within 2 days of receiving the item. *If the returned item does not meet our returns policy we will call you to discuss options.

If a product is marked as In stock or Low Stock we should be able to despatch it within 24 hours. If you require Very Low Stock items urgently you can contact us to check stock levels.

Items MUST be checked within 24 hours of the receipt of goods. We understand that this might be difficult if your job is delayed and you don't require the items straight away or if you are busy and you simply store it in your shed until you need it. We hope that you, too, understand that we have people contact us to get a refund on damaged items that have clearly been damaged on site (tools being dropped on them, products are dragged across construction sites, products are dropped, inexperienced tradespeople sometimes cut items in the wrong area or scratch the tap finishes and the list goes on!) so in order to be 100% sure that the damage is our responsibility we need to be advised straight away. If you choose to store your products without checking them please understand that we will see this as acceptance that the goods have arrived in perfect condition.

Products marked Special Order generally arrive within 2-5 days into our Melbourne warehouse and we will despatch it once it is received. Custom made products generally take 3-5 weeks to arrive into our warehouse and you will be advised of ETA on these items.

If you change your mind after receiving a new bathroom product, contact us at info@bathwaredirect.com.au within 14 days of delivery to exchange it for a similar product or return it for credit toward your next purchase.

It occurs when the water delivery main is at a lower pressure than the internal plumbing system (back siphonage). Back siphonage can occur when there is a burst or ruptured water main, or due to excessive demand during fire-fighting operations or other periods of high demand.