Refund and Returns Policy
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Quick guide to our Return/ Refund Policy:
Easy 14 days Return Policy
All returned products must be in their original packaging, unused and uninstalled condition; and all packaging must be free of writing, scratches, labels and damage.
Email us to report any issues or start the return process within the 14 days of delivery. This will help us process your return quickly and efficiently.
Please send photos to “sales@topware.au” of the condition of the boxes and product and a description on the item you’re returning.
– We cannot accept goods that do not have their original packaging or the packaging is damaged. Please be advised all return items are inspected upon return to ensure the item and packaging is in original condition and resalable. While the goods are in your possession they are your responsibility, if the goods are damaged we will not be able to provide a refund, credit or exchange.
-Returning the items back to our store is the customer’s responsibility. If you request a pickup for your returning item, additional fees will apply.
-We are not able to accept returns of any kind once you have attempted to install or use the product.
-All refunds and returns need to be inspected by a member of our team before a new product is sent or a refund is made.
-Unfortunately we cannot accept Goods with damaged, missing packaging, missing parts.
-If your return is approved, we will calculate a restocking fee of 15-20% (depending on which supplier/ brand the item is from) and deduct any delivery fees before issuing your refund.
-Once we process your refund, it may take 2-5 business days for the funds to appear in your account, depending on your bank’s processing times.
Change of mind/ incorrect orders Return Policy
Goods that have not been dispatched:
- up to 24 hours of placing the order, cancellation with no fees.
- After 24 hours of placing the order, before getting delivered, Order can be canceled with a cancellation fee of $25.
Goods that have been dispatched:
Returns within 14 days of delivery:
The policy does not apply to items that have been installed or used. All goods must be in Brand New condition, in original packaging and not installed. Shipping fees are not refundable.
If the package is damaged, marked, scratched or if any parts are missing, you won’t be eligible for a return.
If you change your mind you may return the product to us within 14 days* from the date of dispatch for a refund (Minus the original shipping cost and restocking fee). To begin, please email us at sales@topware.au with photos showing the product’s condition and packaging, along with a description of the item(s) you wish to return.
If your return is approved, please bring the items to our Bayswater North store** for a thorough inspection. If the product is in its original, brand-new packaging, not installed, without any damage to the product or the box, and is in resalable condition, we will calculate a restocking fee of 15-20% (depending on which supplier/ brand the item is from) and deduct any delivery fees before issuing your refund.
*Depending on the Brand/ Supplier your items are from, the return policy period can be slightly different.
E.g. Some Product ranges have a 7 days return policy. This information can be found on the product’s description to review before you place an order.
**If you require our team to collect and pick up the items, there will be extra pick up fees involved to cover the cost of return.
Returns from 14-30 days of delivery:
We cannot accept returns after 14-30 days from delivery, except for our own brand ‘Topware’ products, which are subject to a 30% restocking fee. Products need to be in perfect brand new packaging, not installed with original packaging and returned to our Bayswater North Store.
This policy does not apply to products from our suppliers or other brands.
Return or Exchange a damaged item:
What if my item arrives damaged, am I covered?
Items MUST be checked within 48 hours of the receipt of goods. It is very important that your trades inspect goods before installation. And any damages should be reported within 48 hours of delivery.
Please inspect goods as they arrive at your house and if they seem damaged please let the driver know right away.
If you contact us in the first 48 hours of receiving the items, our team will work with you to get photos emailed to inspect any damages.
By storing your products without inspecting them, you acknowledge that the goods are in perfect condition upon arrival. Any damages reported after 48 hours period, will not be eligible for an exchange or refund.
Since goods may be stored on construction sites or handled by various tradespeople, we are unable to accept damage claims beyond 48 hours, as we cannot determine when or how the damage occurred and whether it was the manufacturers fault or not.
Goods that are damaged during or post installation are not the responsibility of Topware or the suppliers that we work with.
Products with manufacturing defects are covered under warranty. Typically, the supplier or manufacturer will handle these issues, provided the items were correctly installed by a licensed plumber.
Missing or incorrect items you received?
contact us within 48 hours of receiving your order so we can investigate this and resolve it for you as soon as possible.
In case that the item that you have received is damaged or you have received the wrong item, you won’t be charged a return cost. If you decide to change the item in case of changed of mind, or you ordered the wrong item, you will have to pay the delivery and return shipping costs.
Goods that cannot be Returned:
NO RETURN AFTER INSTALLATION.
Items that are not in the original condition and not resalable.
Shower screens and bases that have been opened/ removed from their original packaging.
Custom Made or specialty Manufactured Products.
Display/ CLEARANCE ITEMS Can’t be returned.
Stone Tops that have been drilled in accordance to the cutting form/ instructions provided by customer.
non-stocked products.
Goods with damaged or missing packaging or parts.
Commercial quantities or project orders.
REFUNDS
All refunds will be issued when goods have arrived back to the Topware.au warehouse and have been inspected by a member of our team. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
For any further information on our Return/ Refund Policy, send us an email at “sales@topware.au”
