Mate Luxury – Refund & Returns Policy
At Mate Luxury, we understand that bathroom renovations and new builds can be complex.
Our aim is to make your experience as smooth as possible. This Refund & Returns Policy
("Policy") outlines how returns are handled for change-of-mind purchases and is in addition to
your rights under the Australian Consumer Law (ACL).
1. Change of Mind Returns
Can I return an item if I change my mind?
Yes. If you decide that a product no longer suits your project, you may request a return under
our 12-calendar-day Change of Mind Policy, subject to the conditions below.
Eligibility Criteria
- Return requests must be submitted within 12 calendar days of receiving the goods.
- Items must be:
- Unused and not installed
- In brand new, resaleable condition
- In original packaging, with all parts, fittings, manuals, and protective materials intact
- Any damage or defect must be reported within 48 hours of receipt or collection.
- Customers have a duty of care for products while in their possession. Items damaged due to mishandling or improper storage will not be accepted.
Non-Returnable Items (Change of Mind)
The following items are not eligible for return or exchange unless faulty under ACL:
- Installed or used products
- Unboxed items
- Custom-made or custom-cut products
- Made-to-order products
- Clearance, discontinued, or scratch-and-dent items
2. Restocking Fees & Return Shipping
- A 15% restocking fee applies to all approved change-of-mind returns and incorrect purchases.
- Return freight and delivery costs are the customer's responsibility.
- Original shipping costs are non-refundable.
3. Return Options
If your return is approved, you may choose one of the following:
Exchange
- For an item of equal value
- For a lower-value item (balance issued as store credit)
- For a higher-value item (difference payable by you)
Store Credit
- Issued for the value of the returned goods (excluding delivery charges)
- Valid for 6 months from the date of issue
Mate Luxury does not offer refunds for change-of-mind returns.
4. How to Return an Item
-
Contact Us
Email our team at info@mateluxury.com.au or reply to your Order Confirmation email to request a return.
-
Pack Your Return
- Ensure all components are included
- Packaging must be intact and suitable for resale
- Items damaged during return transit will not be eligible
-
Inspection & Processing
- All returned items are inspected upon arrival at our warehouse
- Approved returns are processed within 3 business days of receipt
- If a return does not meet Policy conditions, our team will contact you to discuss available options
5. Timeframes & Proof of Purchase
- Return requests must be lodged within 12 days of delivery
- Goods must be returned within 12 days of approval
- Proof of purchase is required for all returns
Failure to meet these timelines may result in forfeiture of return eligibility.
6. "Brand New" Condition Explained
Returned items must:
- Include all original components and documentation
- Show no signs of installation or use
- Have intact internal protective packaging
- Be returned in undamaged external packaging (no rips, marks, or alterations)
9. Damaged or Faulty Items
- Inspect all items immediately upon receipt
- Report damage or missing parts within 3 business days
- Installation of an item signifies acceptance of its condition
Faulty or defective products are handled in accordance with Australian Consumer Law.
Please refer to our Warranty Terms for further details.
10. No Returns After Installation
Once an item has been installed or used, it cannot be returned unless deemed faulty under warranty.
If you believe a product is defective, contact us before removing it, as inspection may be required.
Contact us
