We don’t offer direct exchanges.

If you prefer a different item, simply submit a return request for the item you no longer need and place an order through our website for the item you require.
 
Please note: Original shipping costs are non-refundable and return fees apply based on item size and location.

Return fees apply for change-of-mind returns. These fees help cover the cost of your return freight, handling and processing, and are based on the size, quantity and location of the product(s) being returned.

Australia - Metro Returns 

• Small items - $24
  Examples: most tapware, showers, and accessories under 1 metre.
  
  
• Medium items
  • Examples: heated towel rails and ladders, fans, showers over 1 meter - $50
  • Other medium items - $100
    Examples: basins, toilets, and mirrors. 
    Some medium items may need to be returned wrapped or secured to a delivery skid or pallet.

• Large items - $200
  Examples: vanities, baths, shaving cabinets, and other bulky items.
  Some large items may need to be returned wrapped or secured to a delivery skid or pallet. We will arrange collection and return of these items as part of the return fee.

Australia - Regional & Rural Returns

Regional and rural return fees may vary depending on the item size and collection location.

• Small items: from $24  
  Examples: most tapware, showers and accessories under 1 metre.

• Medium and large items - quoted based on original return shipping costs
  The return fee will not exceed the original shipping fee paid. If your order qualified for free shipping, our Returns Team will provide a return freight quote prior to booking the return. Medium and large items must be returned wrapped or secured to a delivery skid or pallet. We will arrange collection and return of these items as part of the return fee.

A member of our Returns Team will confirm all applicable return fees before the return is booked.

New Zealand Returns

For New Zealand returns:

• Small items: $50  
  Examples: most tapware, showers and accessories under 1 metre.

Please do not apply postage labels directly to the product packaging. Use a separate satchel, bag or box. Returns with return postage labels stuck directly to the original product packaging will not be accepted.

All return items are inspected once received. If the item or packaging is not in original condition, the return may be declined and the cost to return the item back to you will be your responsibility.

The following categories have specific return conditions for change-of-mind returns:

Tile Returns

• Returns accepted within 14 days of delivery
• Refund or store credit available
• 25% restocking fee applies
• Return freight fees apply

Fienza Stone Baths, Eight Quarters, Kaskade & LaFeme Products

• Returns accepted within 30 days of delivery
• Refund or store credit available
• 25% restocking fee applies
• Return freight fees apply

Change-of-Mind Returns Are Not Accepted For:

• Clearance, discontinued, or final sale items
• Custom, made-to-order, or special-order products
  (including made-to-order vanities, mirror cabinets, mirrors, and spa baths)
• Samples
• Commercial quantities or project orders
• Installed or used items
• Products with damaged, missing, or non-original packaging

Additional return conditions may apply to certain brands and product categories.

Once your return arrives at our warehouse:

• Items are inspected to ensure they meet return conditions
• Refunds are processed within 5–10 business days 
• Refunds are issued to your original payment method
• Store credits are applied to your account

If your item has arrived faulty, damaged or incorrect, please reach out to our customer support team for further assistance. Please note, all deliveries are required to be inspected once delivered and any issues must be reported to our Customer Service team within 24 hours of the delivery date.

If you need to contact us for any reason, please do so here.