Refund policy

BEYOND BATHROOMS POLICIES

Purchasing Conditions

  • By using our website, you agree to our Terms of Service. Additionally, by providing us with your information, you consent to our Privacy Policy.
  • By making a purchase on our website, you agree to our business policies, which include, but are not limited to, our Return and Exchange policies, as well as our Shipping Terms

Order Processing Times

At Beyond Bathrooms, we strive to process orders promptly, typically within 2–4 business days between the hours of 8am - 5pm. However, there may be delays due to the following reasons:

  • Payment Issues
    Issues with payment processing or validation.
  • Incorrect Address
    If an incorrect address is provided, this can delay processing.
  • Public Holidays
    Delays may occur around public holidays due to office closures.
  • Credit Card Information Errors
    If incorrect credit card details are entered, please double-check all information. Your payment will only be processed once validated by our secure payment protection system.
  • Fraud Prevention Verification
    We may need to verify personal details for fraud prevention, particularly if the shipping address cannot be verified. This can cause delays in shipping.
  • Power or Telecommunications Outages
    Any disruptions to power or telecom networks at our Adelaide office can impact processing times.
  • Delivery Location or Shipping Calculation Issues
    Problems with calculating shipping costs or verifying delivery locations may cause delays.
  • Stock Availability
    If items are out of stock, delays may occur while we check stock or wait for updated delivery times.
  • Third-Party Courier Quotations
    If we are awaiting delivery quotations from couriers, processing may be delayed.

Delivery Policies

  • Shipping Area: Currently, we only ship within South Australia.
  • Delivery Methods: All deliveries are made via Australia Post or third-party couriers.
  • Delivery Hours: Monday to Friday, 9am to 5pm. Deliveries are door-to-door only.
  • Delivery Day & Window: We will advise you of the booked delivery day and can usually provide an AM or PM delivery window for third-party couriers.
  • Buyer Responsibilities:
    • You must be available to accept the delivery and assist the driver in unloading heavy or bulky items (e.g., baths, vanities).
    • The delivery driver will not carry items upstairs or beyond the front door.
    • You must sign for the products at the time of delivery.
    • The courier may be unable to contact you before or during delivery. Please ensure someone is available to accept the delivery
  • Shipping Costs:
    • Delivery costs are calculated during checkout based on product size, weight, and delivery location.
    • Delivery discounts are not available.
    • Some bulky items require tailgate delivery and will be subject to additional costs.
  • Regional Delivery:
    • For areas outside the Adelaide metropolitan area, a private quotation may be required. Please contact us with your postcode, suburb, phone number, and email address prior to purchase for confirmation of delivery costs. This will prevent any unexpected charges.
  • PO Box Deliveries: We do not deliver to PO Boxes.
  • Re-Delivery Charges: If you are not available to accept the delivery at the scheduled time, a re-delivery fee will be charged.
  • Delivery Times: Delivery times may vary based on location. Delays can occur during holiday periods, peak seasons, or due to extreme weather conditions.
  • Trades & Installations: Please ensure your products arrive before booking trades or installations.

Additional Information:

  • Express Shipping: If you need express delivery, please contact us for a quote. Express shipping is subject to stock availability

Dispatch Times

  • Metro & Outer Areas: Estimated delivery time is typically 3-9 working days.
  • Regional Areas: Estimated delivery time is typically 3-12 working days.
  • Remote & Rural Deliveries: These are subject to local transport schedules and may experience extended delays

Reasons for Delivery Delays

  • Payment Issues: Delays may occur if there are problems processing your payment.
  • Incorrect Address: If an incorrect address is provided, it may delay the delivery.
  • Public Holidays: Delivery may be impacted by public holidays.
  • Holiday & Peak Periods: Delays are common during holiday seasons or peak periods.
  • Extreme Weather: Weather conditions can sometimes affect delivery times.
  • Incorrect Credit Card Information: If incorrect payment details are entered, your order may be delayed. Always double-check your details when placing your order. You will only be charged once your payment details have been validated by our payment protection system.
  • Fraud Prevention: We may require confirmation of personal details for fraud prevention if we are unable to verify the shipping destination. This verification may cause a delay in dispatching your order.

Pick Ups

We offer the option to collect orders directly from some of our suppliers within Adelaide, South Australia. Please note:

  • Availability: Pick-ups are subject to product availability and stock at our suppliers.
  • How to Request: Contact us with the SKU code(s) of the product(s) you wish to collect, and we will check stock availability with the supplier and confirm if direct pick-up is possible.
  • Pick Up Time: Pick-up times can vary between suppliers. While ‘same day’ pick-ups may be available, orders are typically ready for collection within 2-7 working days.
  • Confirmation: We will contact you once your order is ready for collection, and you will be provided with a pick-up number.
  • Important: No pick-up will be allowed without confirmation from us or without the pick-up number. Please ensure you have the confirmation and pick-up number when arriving.

Note: Stock availability is subject to fluctuation. We recommend emailing us at sales@beyondbathrooms.com.au with the product SKU code(s) to confirm stock and discuss any pick-up instructions.

Out of Stock Products

Our suppliers maintain a wide range of stock across various warehouses in Australia, including Adelaide. However, if a product is out of stock in the Adelaide warehouse, it may need to be shipped from one of the interstate warehouses. This may result in a delay in receiving your order.

  • Stock Availability: We can contact our suppliers to check stock levels and provide updates. Please note that stock levels are subject to change based on purchase orders our suppliers receive.
  • Timely Orders: We recommend placing your order promptly if you are concerned about low stock levels. 
  • Delays: If for any reason we cannot fulfill your order within the expected timeframe, we will contact you within 2-5 working days with an updated ETA.
  • Back-orders: Occasionally, products may be unavailable within Australia and may be awaiting shipment from overseas. These items will be placed on ‘Back-order’. Please refer to our Refund Policy for more details.

Refund, Returns & Exchanges

  • Change of Mind & Incorrect Orders: Beyond Bathrooms does not offer refunds, returns or exchanges for change of mind or incorrectly ordered products. Please ensure that you verify your sizing requirements with your plumber or builder prior to purchasing. All product dimensions are approximate and may vary slightly.
  • Liability: Beyond Bathrooms is not liable for any out-of-pocket expenses incurred for labour or other associated costs if products do not fit or are incorrect.

Back-Ordered Products

  • If a product you have ordered is on back-order (BO) and the wait time is too long, we will:
    • Refund your purchase amount if you prefer not to wait.
    • Recommend an alternative product for you to reorder. Price adjustments may be required, and we will either request payment or refund the difference as needed.
    • Special orders or custom-made products, including but not limited to Spa baths, Vanity units, are strictly non-refundable regardless of backorder status. This includes items specifically made to your specifications or tailored for your needs. 


    • If an item in your order is on backorder, we can only issue a refund for the backordered product(s), not the entire order. The rest of your order will be processed and shipped as normal.

For assistance with back-ordered products or if you have any other questions, please email us at sales@beyondbathrooms.com.au We will do our best to assist you.

Order Cancellation Policy

If you need to cancel or modify your order, please review our cancellation policy below:

  1. Cancellation Timeframe
    • Orders can be cancelled within 24 hours of placing them. After this period, we are unable to process cancellations as the order may have already been processed or shipped.
  2. How to Cancel an Order
    • To cancel an order, please contact our customer support team at sales@beyondbathrooms.com.au within 24 hours of placing your order. Provide your order number and reason for cancellation to expedite the process.
  3. Refund Process
    • If you cancel your order within the allowed timeframe, a full refund will be issued to the original payment method.
    • Refunds will be processed within 2-4 business days, and you will receive a confirmation email once your refund is completed.
  4. Non-Cancellable Orders
    • Once an order has been processed, it is considered non-cancellable.
    • ‘Special orders’ or custom-made products are strictly non-cancellable. This includes but is not limited to spa baths, stone top vanities etc.  
  5. Order Modifications
    • If you wish to modify your order (such as changing the shipping address), please contact our customer service team as soon as possible. We will do our best to accommodate the request, but changes cannot be guaranteed once the order is processed.

If you have any questions about your order or our cancellation policy, please feel free to contact our customer support team at sales@beyondbathrooms.com.au

Damaged or Missing Products

  • Inspection Timeframe: All deliveries must be checked within 24 hours of receiving them. If you notice any issues with your order after this time, we will not be able to assist with product complaints, as per our agreement with our suppliers.
  • Reporting Damage or Missing Items:
    • If you find any missing items or damage to your products upon delivery, please notify us within 24 hours by emailing sales@beyondbathrooms.com.au  
    • Include your purchase order number and attach photos of the damage or missing items.
    • We will then initiate a product complaint on your behalf.
  • After the 24-Hour Period: We cannot accept damage claims after the 24-hour reporting period.
  • Installation Damage: Any products that are damaged during or after installation are not the responsibility of Beyond Bathrooms. We will not be liable for any out-of-pocket expenses incurred due to such damage.

 

Warranty

  • Manufacturer's Warranty: All products come with a Manufacturer's Warranty. The specific warranty details are provided in each product description. Warranty terms vary between suppliers, we recommend requesting all inclusions and conditions before making a purchase.
  • Warranty Information: For more information about the warranty on a specific product, please email us at sales@beyondbathrooms.com.au with the product SKU code, and we will provide the relevant warranty information as per the individual supplier.
  • Required Information for Warranty Claims: If a product is faulty and you need to make a warranty claim, please retain your original purchase invoice. We will require the following information:
    • Invoice number
    • Name, address and contact details
    • Date of purchase
    • Date of received order
    • Photos of the defective product
    • Description of the product fault

Once we have this information, we will initiate an after-sale warranty claim on your behalf with the supplier, who will contact you to discuss the claim further.

  • Warranty Conditions:
    • Warranty is subject to correct installation by licensed tradespeople, proper cleaning, and maintenance of the product as per the product's care guide.
    • Failure to adhere to these conditions may result in the warranty claim being void.

Promotions & Discounts

We are committed to offering fair and reasonable prices based on the Recommended Retail Price (RRP). Many of our products are available at a discount from the RRP. Additionally, we offer package deal pricing for customers ordering multiple products, such as items needed to renovate an entire bathroom.

  • Quote for delivery:
    • Under the headings of our products, you will see a clickable icon labelled ‘Quote for delivery’. This allows you to select multiple products and request a custom quote for a package deal price inclusive of delivery.
    • Once we receive your request, we aim to process it within 2-4 working days.
    • The quote will include the cost of delivery based on the address you provide.
    • Quote Validity: The quote is valid for 30 days. After this time, a re-quotation will be required.
  • Exclusions: Please note that already discounted products may be excluded from package deal pricing.

Prices

  • All prices are quoted in Australian Dollars (AUD).
  • Prices include GST unless indicated otherwise, but exclude delivery charges and other applicable taxes.
  • Prices are subject to change without notice.

 

Payment Options

At this time, we offer the following payment methods:

  • EFT (Electronic Funds Transfer) – Bank details will be provided on your order invoice. 

Credit Card & PayPal options are currently being prepared and will be made available shortly.

If you have any other questions, please email us at sales@beyondbathrooms.com.au We will do our best to assist you.