Refund policy

Return & Refund Policy

Effective Date: July 2026

At Renovation Online, we want you to be completely satisfied with your purchase. We understand that sometimes things don't go as planned, so we've created a straightforward returns policy while ensuring your rights under the Australian Consumer Law (ACL) are always protected.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

If a product has a major fault, is not of acceptable quality, is not fit for its intended purpose, or does not match its description, you are entitled to the remedies provided under Australian Consumer Law, which may include a repair, replacement or refund depending on the circumstances.

1. Change of Mind Returns

We accept change of mind returns within 7 days of delivery.

To be eligible for a return:

  • The item must be unused.
  • The item must not have been installed.
  • The item must be in brand-new resale condition.
  • All original packaging, protective wrapping and accessories must be included.
  • Packaging must not be damaged, written on or have shipping labels attached directly to it.
  • Proof of purchase is required.
  • Your return request must be approved by Renovation Online before goods are returned.

Items that have been installed, used, damaged, altered or returned without their original packaging cannot be accepted.

Once approved and received, all returned items are inspected before a refund is processed.

2. Restocking Fee

Approved change of mind returns may incur a restocking fee of up to 20% of the purchase price to cover handling, inspection and supplier restocking charges.

Any applicable restocking fee will be advised when your return request is approved.

Original shipping charges are non-refundable.

3. Return Freight

Unless the item is faulty or incorrectly supplied, customers are responsible for all return shipping costs.

This includes:

  • Small parcel items
  • Bulky goods
  • Baths
  • Vanities
  • Toilets
  • Mirrors
  • Shower Screens
  • Basins
  • Tiles
  • Bathroom Furniture

Bulky freight can be expensive, and customers are encouraged to obtain a freight quote before requesting a return.

We recommend using a tracked and insured freight service, as Renovation Online cannot accept responsibility for goods lost or damaged during return transit.

4. Products That Cannot Be Returned

The following products cannot be returned for change of mind unless required by Australian Consumer Law:

  • Clearance or Final Sale products
  • Custom-made products
  • Special Order items
  • Made-to-order products
  • Commercial quantity orders
  • Installed products
  • Products without original packaging
  • Products with damaged packaging
  • Products that have been used
  • Gift Cards

For hygiene reasons, we also cannot accept returns on:

  • Bidet Seats
  • Toilet Seats that have been opened
  • Personal hygiene products

5. Inspect Your Order Immediately

Please inspect your order as soon as it arrives.

Any transit damage, shortages or incorrect items must be reported within 24 hours of delivery.

This allows us to investigate the issue promptly with our freight carriers and suppliers.

Failure to report damage within this timeframe may delay or affect our ability to process your claim.

6. Faulty, Damaged or Incorrect Items

If you believe your product is:

  • damaged during transit
  • faulty
  • defective
  • incorrectly supplied

please notify Renovation Online as soon as possible.

To assess your claim we may request:

  • photographs of the product
  • photographs of the packaging
  • photographs of the delivery labels
  • a description of the issue
  • your order number

Please do not install a product you believe may be damaged or faulty.

Installed products cannot generally be returned unless a manufacturing fault has been confirmed.

If a fault is confirmed, Renovation Online will provide the appropriate remedy in accordance with Australian Consumer Law.

7. Return Approval

All returns require prior approval.

Unauthorised returns may be refused and returned to the sender at the customer's expense.

Do not return products until you have received written return instructions from Renovation Online.

8. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

  • refunds are processed to the original payment method
  • original shipping charges are not refunded
  • any applicable restocking fee will be deducted
  • refunds are generally processed within 5–10 business days after approval (depending on your payment provider)

9. Exchanges

We do not offer direct product exchanges.

If you require a different product, please return the original item (subject to this policy) and place a new order through our website.

10. Order Cancellations

Orders cancelled before dispatch may incur supplier cancellation or restocking fees where applicable.

Custom-made or made-to-order products cannot usually be cancelled once manufacturing has commenced.

11. How to Request a Return

To request a return, please contact our Customer Support team.

You will need to provide:

  • Order Number
  • Full Name
  • Contact Details
  • Reason for Return
  • Photographs (if applicable)

Once approved, we will provide return instructions and the return address.

12. Inspection Prior to Installation

Customers must carefully inspect all products upon delivery and before installation.

Please ensure you check that:

  • The correct product has been supplied.
  • The colour, size, finish and specifications are correct.
  • There are no visible defects, damage or imperfections.
  • All components and accessories are included.

If you identify any issue, do not install the product. Contact Renovation Online immediately so we can assess the matter and provide an appropriate solution.

No Claims After Installation

Once a product has been installed, Renovation Online will not accept claims for:

  • Cosmetic damage
  • Chips, scratches or marks
  • Incorrect colour, size or finish
  • Incorrect product selection
  • Missing components that should reasonably have been identified before installation

Installation of a product is considered acceptance that the product was received in satisfactory condition and was suitable for its intended use.

This clause does not limit your rights under the Australian Consumer Law. If a manufacturing defect becomes apparent after installation, or if the product fails to meet the consumer guarantees under the Australian Consumer Law, you may still be entitled to a repair, replacement or other remedy as provided by law.

Renovation Online is not responsible for any costs associated with the installation, removal, reinstallation, plumbing, tiling, freight, labour, accommodation, travel, project delays, or any consequential or incidental expenses unless required under the Australian Consumer Law.

13. Contact Us

Renovation Online

Customer Support

Email: service@renovationsonline.com.au

Website: www.renovationsonline.com.au