Refund policy

REFUND & RETURNS POLICY

This Refund & Returns Policy applies to goods purchased from Gia’s Bathrooms and Tiles Pty Ltd online, in our showroom or through another agreed sales channel.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law.

  1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If goods are faulty, unsafe, significantly different from their description, not fit for a purpose made known to us or otherwise fail to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

Your rights under the Australian Consumer Law are not limited to a specific number of days and are not dependent on the goods being returned in their original packaging.

  1. Change-of-mind returns

We are not required to accept a return where you:

(a) change your mind;

(b) select the incorrect product, colour, finish or size;

(c) order an incorrect quantity;

(d) find the product elsewhere at a lower price; or

(e) no longer require the product.

However, we may accept a change-of-mind return at our discretion if:

(a) you contact us within 14 days after receiving or collecting the goods;

(b) the goods are unused, uninstalled, undamaged and in a saleable condition;

(c) the goods are returned in their complete original packaging;

(d) you provide reasonable proof of purchase; and

(e) the goods are not excluded from change-of-mind returns under this policy.

Approval must be obtained from Gia’s Bathrooms & Tiles before returning any goods.

  1. Goods excluded from change-of-mind returns

Change-of-mind returns are not available for:

(a) made-to-order or custom goods;

(b) specially ordered goods that we do not ordinarily hold in stock;

(c) ADP vanities;

(d) Decina spa baths;

(e) mirrors and mirror cabinets;

(f) shower screens and other glass products;

(g) goods that have been installed, cut, altered or assembled;

(h) opened consumables, adhesives, grout, silicone or similar products;

(i) clearance or final-sale goods identified as such before purchase;

(j) individual products purchased as part of a promotional bundle; or

(k) surplus tiles or other quantities remaining after installation.

These exclusions apply only to change-of-mind returns. They do not exclude rights or remedies available where goods fail to meet a consumer guarantee under the Australian Consumer Law.

  1. Restocking fees

An approved change-of-mind return may be subject to a restocking fee of [insert percentage or fee].

We will disclose and confirm the applicable restocking fee before approving the return.

Restocking fees do not apply to returns where the goods fail to meet a consumer guarantee under the Australian Consumer Law.

  1. Change-of-mind return costs

The customer is responsible for delivery, return freight and transport costs associated with an approved change-of-mind return.

Goods remain the customer’s responsibility until they are received by Gia’s Bathrooms & Tiles. We recommend using a tracked and appropriately insured delivery service.

Return transport costs may be treated differently where goods are faulty or otherwise fail to meet a consumer guarantee.

  1. Faulty, damaged or incorrectly supplied goods

If you believe that goods are faulty, damaged, incorrectly supplied or do not match their description, please contact us as soon as reasonably practicable.

To help us assess the issue, we may request:

(a) your order number, invoice or other reasonable proof of purchase;

(b) photographs or video showing the product and the issue;

(c) product, batch or serial information;

(d) information about how the goods were transported, stored, installed, used and maintained; and

(e) a reasonable opportunity to inspect or assess the goods.

You do not need to return faulty goods in their original packaging to exercise rights under the Australian Consumer Law.

  1. Inspection before installation

Customers and installers should inspect goods before installation.

Before installing goods, please confirm:

(a) the product type, colour, finish, dimensions and quantity;

(b) that the goods correspond with the order;

(c) that there is no visible damage or defect; and

(d) for tiles, that shade, calibre and batch details are suitable and consistent.

Goods with an obvious visible defect, damage or discrepancy should not be installed. Please contact us before proceeding.

Installation of goods with an obvious issue may affect the remedies reasonably available where installation increased the loss or damage. However, this does not exclude rights concerning latent or concealed defects that could not reasonably have been identified before installation.

  1. Installed goods

We may decline a change-of-mind return after goods have been installed, cut, altered or assembled.

Installation does not automatically remove your rights under the Australian Consumer Law where:

(a) a fault was not reasonably discoverable before installation;

(b) the goods did not comply with a consumer guarantee; or

(c) the installation did not cause the relevant fault or damage.

  1. Installation, care and cleaning

Goods must be installed, used, maintained and cleaned in accordance with the manufacturer’s instructions and any applicable laws, standards and building requirements.

Where appropriate, installation should be completed by a suitably qualified and licensed tradesperson.

We are not responsible for damage caused by:

(a) incorrect installation;

(b) misuse or unauthorised alteration;

(c) unsuitable or abrasive cleaning products;

(d) chemicals not approved by the manufacturer;

(e) failure to follow care or maintenance instructions; or

(f) normal wear and tear.

This does not exclude responsibility for an unrelated manufacturing fault or another failure covered by the Australian Consumer Law.

  1. Remedies for faulty goods

The remedy available for faulty goods will depend on the nature and seriousness of the failure and the requirements of the Australian Consumer Law.

Depending on the circumstances, the available remedy may include:

(a) repair;

(b) replacement;

(c) refund; or

(d) compensation for a reasonably foreseeable loss.

Where goods have a major failure, the customer may be entitled to choose between a refund and replacement in accordance with the Australian Consumer Law.

Where goods have a minor failure, we may choose to repair the goods, replace them or provide a refund within a reasonable time.

  1. Return costs for faulty goods

Where goods are confirmed to have a failure covered by the Australian Consumer Law, Gia’s Bathrooms & Tiles will bear or reimburse reasonable return costs where required by law.

If goods are large, heavy, fragile, installed or difficult to transport, please contact us before arranging a return. We will discuss an appropriate inspection, collection or return process.

Do not arrange expensive transport or removal work without first contacting us unless immediate action is reasonably necessary to prevent further damage or address a safety risk.

  1. Manufacturer warranties

Some products may include a manufacturer’s warranty.

A manufacturer’s warranty operates in addition to, and does not replace or limit, your rights against Gia’s Bathrooms & Tiles under the Australian Consumer Law.

Where appropriate, we may assist you with a manufacturer warranty claim. This does not remove any responsibility we may have as the supplier.

  1. Processing approved returns

Goods returned for a discretionary change-of-mind refund will be inspected after they are received.

We may decline the return or reduce the refund where the goods:

(a) do not meet the approved return conditions;

(b) are incomplete;

(c) have been used, installed or damaged;

(d) are missing their original packaging, accessories or components; or

(e) are no longer in a saleable condition.

This section applies to discretionary change-of-mind returns and does not limit rights under the Australian Consumer Law.

  1. Refund method and timeframe

Approved refunds will ordinarily be issued to the original payment method.

We will generally process an approved refund within 14 days after:

(a) returned goods are received and inspected;

(b) the claim has been assessed; or

(c) cancellation of the affected order is confirmed,

as applicable.

After we process the refund, additional processing time may be required by the payment provider or financial institution.

If the original payment method is no longer available, please contact us to discuss an appropriate alternative.

  1. Bundles and promotional purchases

Change-of-mind returns for bundles must include every product supplied as part of the bundle, unused, uninstalled and in its original packaging.

Individual bundle components cannot be returned for a partial change-of-mind refund unless Gia’s Bathrooms & Tiles agrees otherwise.

If an individual bundle component is faulty or fails to meet a consumer guarantee, the available remedy will be determined in accordance with the Australian Consumer Law.

  1. Contact us

Before returning any goods, please contact:

Gia’s Bathrooms and Tiles Pty Ltd

Email: orders@giasbathroomsandtiles.com.au

Phone: (08) 9401 7137

Monday to Friday, 8:30 am to 4:30 pm

Showroom and return address:
5/63 Paramount Drive
Wangara WA 6065