Store policies
Everything you need to know about returns, delivery, collection and warranties. If your plans change or something arrives damaged, our team is here to help you find the right next step.
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.
Delivery / Timeframes
Before booking an installer: we recommend waiting until all products have arrived and you have checked that they are correct, complete and in good condition. If you have an urgent deadline, please contact us before ordering so we can check availability and options.
We deliver throughout New Zealand. Selected products may also be available for delivery to Australia.
Estimated delivery timeframes
Please use the following timeframes as a guide only. They are estimates, not guaranteed delivery dates.
- Smaller products: allow approximately 5–7 working days after your order and payment are processed.
- Larger products: allow approximately 7–10 working days after your order and payment are processed.
Actual delivery times depend on stock availability, supplier processing, your delivery location and courier schedules. Items ordered from suppliers, rural deliveries and busy sale periods may take longer.
If timing is important for your project, please contact us before ordering for the latest availability and delivery estimate. If we become aware of a significant delay, we aim to keep you updated.
Orders often arrive sooner than these estimates, but we recommend allowing the full estimated timeframe when planning your project and waiting until your items have arrived and been checked before confirming installation dates.
Dispatch & shipping costs
Preparing your order
We aim to dispatch orders promptly once payment has been processed and the products are ready. Dispatch timing depends on stock availability, supplier processing and carrier collections. Items ordered in from our suppliers may require additional time before dispatch.
Dispatch is when your order leaves for delivery. Any dispatch estimate is a guide only; please allow for courier transit time as well. Weekends and public holidays may affect processing and collection schedules.
Shipping charges
Shipping costs are calculated at checkout based on your order and shown before you complete your purchase. If you have a question about the charge shown, please contact us before placing your order.
Delivery details
Please check your delivery address and contact details carefully, and let us know promptly if anything needs changing. Where possible, arrange for someone to receive your order. For larger items, please tell us about any access restrictions before dispatch so we can discuss delivery arrangements.
When your order arrives
Please inspect the cartons and contents as soon as you can. If anything is damaged, missing or faulty, email sales@bathroomsonline.co.nz with your order number and clear photos of the product and packaging. Please report transit damage within 48 hours of delivery. Our carriers require damage to be reported within this timeframe so we can lodge a claim. Late reporting may affect our ability to recover the cost through the carrier and assess your eligibility for a free replacement. Where damage has been caused by storage or handling after delivery, we are unable to replace items free of charge. Please still reach out—we may be able to help with a replacement at a reduced price. Please retain the packaging while we review the issue, and contact us even if you discover a problem later.
Customer collection
Collection orders are generally ready within 2–4 working days. Some products need to be ordered from a New Zealand supplier and may take longer. Please wait for confirmation that your order is ready before travelling to collect it.
If you need an item sooner, contact us and we will check stock and do our best to help. Please contact us before visiting our East Tamaki premises.
Warranties & product faults
Warranty periods and terms differ by product and supplier. Check our product supplier terms under warranty information for the relevant range or product. Keep your invoice or order number as proof of purchase.
Manufacturer warranties usually apply to products used for their intended purpose and according to their installation and care instructions. Damage caused by incorrect installation, misuse, unauthorised repairs, neglect or deliberate damage may fall outside a manufacturer's warranty.
Need help with a fault? Contact Bathrooms Online with your order number, a description and photos if available. Please let us know when the issue first appeared and whether the product has been installed. A short video may also help demonstrate the problem. We will review the information and guide you through the next steps. Please contact us before arranging repairs or uninstalling so we can advise on the best way forward. View our warranty information for our process and guide.
Payment & GST invoices
Bathrooms Online is GST registered. If you need a GST tax invoice or have a payment question, email us with your order number and we will help.
Bank transfer details
Account name: SOUL TRADERS LIMITED T/A BATHROOMS ONLINE
Bank: ASB
Account number: 12-3233-0638201-00
Please use the bank details provided on your order confirmation or invoice, and contact us directly if you need to verify payment instructions.
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.
