Please be aware that for change of mind returns or errors you made in your order, we will not offer an exchange or refund for the goods. In some cases, at our sole discretion, we may allow a return for store credit or an exchange product on a case-by-case basis, provided the following requirements are met:

  • Return within 14 days upon receipt of your order
  • The item must not be used or scratched (must be in original packaging and/or with tags)
  • No damage to the product
  • Any packaging must be free of graffiti or markings; returns with such defacement will not be accepted
 1. Not accept Damaged Box
2.  Paint on box
3. Missing Component
4. Used item
5. No box at all
6. Excited returning period from the date delivery/received


Upon receiving the return from you, we will guide you through the following process. The buyer must handle the returning shipping cost to our warehouse address (which will be provided once approved).

We offer an exchange for a stocked item of:

  • Equivalent value
  • Lesser value (with the remaining balance to be credited to you in the form of an eGift card)
  • Greater value (with the difference to be paid by you)

Please note that the returning process does not include large items such as shower screens, bathtubs, etc., nor does it include custom-made items. Remedies for defective goods are still available.

A restocking and returns handling fee of 20% of the good’s value will be charged for returns.

  • If a return needs to be picked up within the Melbourne Metro Area, a 15% charge of the Value Price will apply.
  • For pick-ups in Inter-State or the Melbourne Region, a quote for restocking fees will be sent to you.

CLEARANCE ITEMS Change of mind returns are not applicable to Clearance collections. Items bought from Clearance cannot be returned.

RETURN OR EXCHANGE A DAMAGED ITEM All our items are checked for damage and missing parts prior to delivery. They are sent out in good and brand-new condition. Items should be inspected immediately upon receipt. Any damages should be reported to us within 48 hours upon receipt of your order. Failure to report within this timeframe will be deemed acceptance of the items in their received condition. For further details regarding a damaged item, please refer to our Warranty Terms.

Installation of an item signifies acceptance of its quality, and claims for visible damages post-installation may not be viable.

For further details, please refer to our Warranty Terms.

NO RETURN AFTER INSTALLATION Once an item has been installed and/or used, returns under this Policy are not accepted, except where the item is faulty or defective as part of our Warranty Terms. If you believe you are eligible for a claim under our Warranty Terms, please contact us before removing the item, as we may need to inspect the goods in their installed status to determine if the warranty applies. For further details, please refer to our Warranty Terms.

    explore more from hera Bathware

    Otti Australia

    "Explore Otti Australia's premium selection of bathroom and kitchen products, where luxury meets functionality. Elevate your space with our elegant, high-quality range designed for contemporary living."