Returns & refunds
Information about returning an item, exchanges and refunds. If your plans change or something is not right with your order, contact us and we will help you with the next steps.
Returns & exchanges
We understand that project plans change. If you need to return or exchange an item, get in touch and we will guide you through the next steps.
The conditions below apply to returns of suitable, correctly supplied products. For faulty, damaged, unsafe or incorrectly described or supplied items, see Something not right with your order? below.
Returning an item
For an eligible return, please make sure your item is:
- Unused and uninstalled.
- In its original, resaleable condition.
- In its original packaging, with all parts and manuals included.
Custom-made items are non-returnable.
Please contact us for approval before sending anything back. Keep the product packaging until you are sure the item is right for your project.
Prefer an exchange or store credit? Let us know when you contact us. In some cases, we may be able to waive the restocking fee.
Timeframes & restocking fees
The following fees apply to approved returns:
| When you contact us | Restocking fee |
|---|---|
| Within 30 days of purchase | 10% for stocked items; 20% for items ordered in |
| After 30 days, up to 60 days | 20% |
| After 60 days | Returns cannot be accepted |
Timeframes run from your purchase date. We will confirm whether your item is stocked or ordered in, the applicable fee and your refund, exchange or credit options before you return it.
Non-lead-free products: our returns policy excludes these products from 1 February 2026.
Arrange a return in three steps
- Contact us. Email sales@bathroomsonline.co.nz with your order number or other proof of purchase, the item and your reason for returning it.
- Confirm the details. We will provide the return address, instructions and return paperwork. You arrange and pay for return delivery, except for product faults or supply errors as outlined below.
- Pack and send. Use the guide below and include the return paperwork we have sent you with your consignment.
Something not right with your order?
Damaged on arrival? Please report it within 48 hours of delivery. Our carriers require transit damage to be reported within this timeframe. Please check your order promptly and email sales@bathroomsonline.co.nz with your order number and clear photos of the damage, packaging and courier label. Keep the packaging while we review the issue.
If an item arrives damaged, is faulty or does not match its description or your order, please contact us with the details and any relevant photos. We will assess the issue and help arrange an appropriate repair, replacement or refund. Restocking fees do not apply in these circumstances.
We will cover return freight costs for confirmed product faults, transit damage reported within 48 hours of delivery, or supply errors.
Please check items before storing
Please inspect items promptly and report any damage before storing them. After extended storage time or handling on site, it can be difficult to establish when damage occurred. We cannot accept returns for damage caused in these circumstances. Please get in touch—we may be able to offer a replacement at a reduced price.
Contact us
For returns, delivery questions, product faults or order enquiries, feel free to email us. We aim to answer messages Monday to Friday, 9:30am–4pm, usually within two working days.
Bathrooms Online
Email: sales@bathroomsonline.co.nz
Phone: 09 274 6716
If you have not heard back within two working days, please check your junk folder or contact us again.
