1. Change of Mind Returns

• Eligibility: Customers may return products within 30 days from the date of purchase for a refund, subject to the following conditions:
• Products must be in their original, unopened packaging and in resalable condition.
• A restocking fee of 30% of the purchase price will apply.
• Custom-made, special-order, or non-stock items are not eligible for change of mind returns. 
• Process:
• Contact our Customer Service Team at 02 9160 3000 or complete the online form on our contact us page within 30 days of purchase to initiate a return.
• Customers are responsible for return shipping costs.
• Refunds will be processed upon receipt and inspection of the returned goods, minus the restocking fee.

2. Damaged or Faulty Goods

• Inspection Upon Delivery:
• Inspect all items upon delivery for any visible damage.
• Report any damages or faults to us within 48 hours of delivery. 
• Process:
• Provide clear photographs of the damaged or faulty goods and a description of the issue.
• Email this information to orders@eliabathrooms.com.au   
• We will assess the situation and, if applicable, arrange for a replacement, repair, or refund.

3. Incorrect Items Received

• Process:
• Contact our Customer Service Team within 7 days of delivery if you receive incorrect items.
• We will arrange for the return of the incorrect items and dispatch the correct items promptly.

4. Non-Returnable Items

• Products that have been used, installed, or where installation has been attempted.
• Custom-made, special-order, or non-stock items.
• Items not in their original condition or packaging.

5. Return Process

• Initiate Return: Contact our Customer Service Team at [Your Contact Email] to request a return authorization.
• Return Shipping: Customers are responsible for return shipping costs, except in cases where the item is faulty, damaged, or incorrect.
• Refund Processing: Refunds will be processed within 5 business days upon receipt and inspection of the returned goods.

6. Contact Information

For any questions or concerns regarding returns and refunds, please contact us:

• Email: orders@eliabathrooms.com.au
• Phone: 02 9160 3000
• Address: 16 Jumal Place Smithfield

Conditions

1. Timeframe: Within 30 Days
2. Condition: New/ Resellable
3. Complete return form below
4. Custom-made items are non-returnable
5. Tiles: No return will be accepted if the shade/batch is under the minimum stock holdings

Costs

1. Elia stocked items: 10% restocking fee
2. Elia non-stocked items: Restocking fee up to 30%
3. The minimum charge is $40 for Elia non-stocked items
4. If required, pickup and delivery costs will be charged separate

Non-returnable items:

1. Toilet Seats
2. In Wall Cisterns (If boxes have been opened)
3. Ceiling Fans/Ventilation Units (If boxes have been opened)
4. Made To Order item(Vanities&Bathroom Furnitures & Special colour PC items)

Important note- If you are unsure about which category your product falls under, please consult our sales team prior to purchasing for clarification and guidance.
- The return location may vary depending on the item being returned. Further information will be provided upon processing your return request.