Refund and Returns Policy

Bathreno – Returns, Refunds, Repairs & Replacements Policy

At Bathreno, we are committed to supplying high-quality bathroom products and handling returns, refunds, and repairs in line with the Australian Consumer Law (ACL) and relevant Victorian legislation. This policy sets out your rights and our responsibilities.

1. Your Rights Under the ACL

Under the Australian Consumer Law, you are entitled to a remedy if a product you purchase from us:

  • Is faulty or defective,

  • Is not of acceptable quality,

  • Is not fit for its intended purpose,

  • Does not match its description, or

  • Has been damaged in transit.

Depending on the circumstances, remedies may include repair, replacement, or refund. We will always meet our obligations under the ACL.

2. Notifying Us of an Issue

  • All items are checked prior to dispatch and leave our warehouse in brand new condition.

  • Please inspect your goods immediately upon delivery and notify us of any issue within 48 hours.

  • Evidence of damage (such as clear photographs) will be required to support your claim.

  • Claims made outside this timeframe may not be accepted, as we cannot guarantee the issue did not occur after delivery or during installation.

3. Change of Mind Returns

We understand that purchasing bathroom products requires careful planning. While the ACL does not require businesses to accept returns for change of mind, Bathreno may accept returns at our discretion under the following conditions:

  • The item is returned in original, unopened packaging, exactly as supplied (including all accessories, instructions, and components).

  • The item is unused, unassembled, and in resalable condition.

  • The return has been approved by Bathreno following our inspection of the returned goods.

  • A 45% restocking fee will apply, deducted from your refund.

  • You are responsible for all return shipping costs.

  • If the product is returned damaged, missing components, or not in sellable order, Bathreno reserves the right to refuse the refund.

4. Returns Process

To request a return, please contact sales@bathreno.com.au with the following:

  • Your proof of purchase (Tax Invoice, PayPal receipt, or EFT statement),

  • A description of the issue, and

  • Photos of the product, packaging, and any damage (if applicable).

If approved:

  • For faulty/damaged items covered by ACL, Bathreno will cover return shipping costs.

  • For change-of-mind or incorrect orders, you are responsible for arranging and paying return freight.

Returned goods remain your responsibility until received by Bathreno. We recommend using tracked and insured freight services.

5. Exclusions

Bathreno may reject claims where:

  • The product was damaged due to misuse, neglect, unauthorised modifications, or incorrect installation,

  • The damage arises from normal wear and tear,

  • The claim is outside a reasonable timeframe under the ACL.

6. Consumer Guarantees & Assessment

When assessing returns, Bathreno may require reasonable information from you. If adequate information is not provided, we may not be able to process your claim. Remedies will be provided strictly in line with consumer guarantees under the ACL.

7. Proof of Purchase

All claims for returns, refunds, or repairs must be supported by one of the following:

  • Bathreno Tax Invoice,

  • PayPal confirmation, or

  • EFT statement showing payment.

8. Contact Us

For returns or refund enquiries, please contact:

Email: sales@bathreno.com.au
Address: 1/222 Cooper Street, Epping VIC 3076