RETURNS AND CLAIMS

Change of Mind Returns 

Please be aware that for change of mind returns or errors you have made in your order including but not limited to size of products, colours, or configuration, we will not offer an exchange or refund for the goods if your return does not meet the specified terms and conditions. 

The below requirements must be met to qualify for change of mind exchange or return and refund: 

  • The return and refund must be requested within 14 of delivery or pick up
  • Proof of purchase and payment must be given
  • The product/s must be in the original packaging and condition
  • No damage has been made to the product
  • The product/s must not have been used
  • The packaging must be free of graffiti or markings. Returns with such defacement will not be accepted. 
  • A restocking fee of at least 22% will be applied to all change of mind returns 
  • Please note custom made items including but not limited to; cut stone tops; custom vanities; and cabinets are not eligible for returns or refund.
  • For any change-of-mind returns or refunds, the customer is responsible for the return shipping costs. Any refund issued will exclude the original delivery fee and will be subject to a 22% restocking fee.

Please note that change of mind returns are given at our absolute discretion. We will not make an exchange or replace your order where you have made an error.

Once the product is returned, we will either inspect your goods and investigate any claimed defect or where applicable, provide a remedy in relation to your goods. If we do not believe a remedy is applicable upon inspecting your goods, for examples, in cases where we believe the goods have been misused or there has been a failure to comply with the manufacturer’s instructions; abnormal use; or failure to take reasonable care–we will reject your claim and return your goods to you at your discretion. You must cover the cost of shipping in relation to this return. 

Please note that the returning process does not include large items including but not limited to; screens; bathtubs; and large vanities. Nor does it include custom-made items. Remedies for defective goods are still available based on a case-by-case basis. 

A restocking and returns handling fee of 22% of the good’s value will be charged for all returns or exchanges. 

  • 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.

We aim to process of refunds and replacements within 28 days from the date of your claim. However depending on the product and the number of returns in our system, this may take longer. In cases where refunds may take longer than 28 days, we will notify you as soon as applicable. 

Returns Post 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 or contact us on info@herabathware.com.au

Please provide the following information when contacting us: 

  • Your name and contact details 
  • Proof of purchase including your order number
  • Product details including the name and model 
  • Proof of damage (must include images of the visible damage occurred)
  • Proof of installation by a licenced plumber, builder or electrician

To be eligible for a return post installation, the claim must be made within a reasonable period of time and all supporting evidence must be supplied. 

Damaged Returns 

Products which have been damaged due to your mishandling cannot be returned. It is your responsibility to inspect the products at the time of pick up or delivery. If the product is discovered to be damaged within 48hrs of delivery return, refund or exchange may be processed, provided sufficient evidence has been provided.  

The below information must be provided within 48hrs of pick up or delivery to qualify for exchange or return and refund of damaged products:  

  • Your name and contact details 
  • Proof of purchase including your order number
  • Product details including the name and model 
  • Proof of damage (must include images of the visible damage occurred)
  • Date of delivery or pick up

Please contact us on info@herabathware.com.au with the above information. 

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 Policy.

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.

Defective Goods 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement of or a refund for a major failure or defect found, and any compensation for any other reasonably foreseeable loss or damage caused. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 

Any warranty given by us will apply in addition to other rights and remedies you may have under the Australian Consumer Law. Where applicable, you may be entitled to claim goods that are faulty by our 12 Month Warranty Terms & Conditions. Please note this warranty only applies where specifically advertised in the product’s listing. 

Goods you purchase from us may contain warranty documents on or inside the packaging provided by the manufacturer of the product. Any such warranty documents are not provided by us, and rights you may have in relation to these warranty documents are not given to you by Hera Bathware. Some warranty documents provided to you my manufacturers of imported goods may not apply within Australia. In such cases you should contract the manufacturer identified on the warranty document to determine whether or not the warranty applied to the goods in Australia, if so, how you should go about claiming such a warranty. 

Please note, all goods must be installed by a licensed trades person for any warranty to be accepted and proof of certified installation must be provided when claiming such warranty. 

Clearance Items 

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

Custom-made items

Change of mind returns are not applicable for custom-made products. Items bought from Clearance cannot be returned.

Exchange Policy

You are eligible to exchange a product within 14 days of purchase. Please note your claim for an exchange may not be successfully if the item have been installed. 

The below requirements must be met to qualify for exchange: 

  • The exchange must be requested within 14 of delivery or pick up
  • Proof of purchase and payment must be given
  • The product/s must be in the original packaging and condition
  • No damage has been made to the product
  • The product/s must not have been used
  • The packaging must be free of graffiti or markings. Exchange with such defacement will not be accepted. 
  • A restocking fee of at least 22% will be applied to all exchanges  
  • Please note custom made items including but not limited to; cut stone tops; custom vanities; and cabinets are not eligible for returns or refund.
  • For any change-of-mind product exchanges, the customer is responsible for all return and replacement shipping costs. A 22% restocking fee may apply to the returned product, where applicable.

We offer an exchange or refund for a stocked item of:

  • Equivalent value
  • Lesser value (with the remaining balance to be credited to you in the form of an store credit or refunded via your payment method)
  • Greater value (with the difference to be paid by you)

Please provide the following information when contacting us regarding any exchange: 

  • Your name and contact details 
  • Proof of purchase including your order number
  • Product details including the name and model 
  • Reason for exchange
  • Proof of installation by a licenced plumber, builder or electrician

Please contact us on info@herabathware.com.au with the above information. 
To be eligible for an exchange, the claim must be made within a reasonable period of time and all supporting evidence must be supplied.Â