Refund & Returns Policy
Damaged, lost or stolen Items - Your delivery is insured with Parcel Protect. All claims regarding shipping is handled by the insurer. Link Below:
We do our best to ensure that our items arrive in pristine condition. We go to great lengths to wrap and pad our products to ensure safe delivery.
We manually check products before any deliveries to ensure they are in brand new and undamaged condition.
In the unfortunate case where you item is damaged, we assist you by organising complimentary insurance from Parcel Protect on your behalf.
What is Parcel Protect?
We’ve partnered with Parcel Protect to protect your goods whilst being delivered to you.
Backed by Australia’s largest transport and logistics specialist, Parcel Protect lets you feel safe in the knowledge that if something goes wrong, we’ve got you covered!
We’ve got your purchased goods covered for accidental damage, loss or theft – whether it’s carried by road, rail, boat or air. Your purchase is protected for full replacement cost, including shipping costs.
What happens if my order is damaged, lost or stolen during delivery?
Visit our Contact Us page & select the Damaged, Lost or Stolen During Delivery option for best results. Have your order number & the email used to purchase your order ready.
Who can make a claim?
The claim must be made by the person who has purchased the order. If any refunds are applicable, payment will be made to purchaser. Claims must be made within 12 hours of receiving the goods, even for unattended deliveries.
What will I need to provide to lodge a claim?
• Order number
• Your email used to purchase your order
• Photos of the damaged good(s). Please take photos of: the whole item including all sides, close ups of the damage, external packaging / box, the shipping labels.
In the event of lost / stolen:
• Tracking emails, a copy of police report, any security footage (if available)
• Any other relevant supporting documents/emails
How will my claim be resolved?
Where a claim for damaged, lost or stolen has been accepted, we will settle by the following way(s):
• Resupply you with a new item (where stock is available); or
• If good(s) is out of stock we will refund you the order.
How long will my claim take?
We encourage you to lodge your claim with us as soon as possible and we endeavour to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution, but we will keep you informed regarding the progress of your claim.
Your privacy & Parcel Protect
Protecting your privacy and the confidentiality of your personal information is very important to Parcel Protect and is fundamental.
When you give your personal information, it is a serious responsibility. Both NTI and us are committed to protecting your personal information and giving you a choice in who can use your personal information and how it may be used.
Personal order information collected to protect your purchase deliveries will be handled in accordance with NTI Limited’s Privacy Policy, which complies with the requirements of the Privacy Act 1988 (Cth). See here for more https://www.nti.com.au/privacy-statement
What Items Have Shipping Insurance?
All items that we sell automatically come with shipping insurance except for the following items:
- Glass items such as mirrors and shaving cabinets.
- Ceramic items like toilets and basins.
- Porcelain items such as tiles.
In the event that a glass item is damaged upon arrival, we do not take responsibility to replace, refund or exchange the item.
Faulty Items
You may receive items that cannot be determined initially damaged but may appear faulty after installation. For example, a hand dryer or mirror may have internal wiring that is faulty.
Products that exhibit manufacturing defects are protected by their respective product warranties.
Typically, these cases are managed by the product supplier or manufacturer, who offer post-sale service support for items that are correctly installed by a professional.
The manufacturer's details can usually be located on the warranty cards that accompany the product or on their official website. If you need assistance in identifying or contacting the manufacturer, our dedicated team is readily available to assist you in resolving the matter.
Change Of Mind On Undelivered Goods
If you've placed your order and decide to cancel it, please give us a call as soon as possible. In most instances, we offer the flexibility to cancel orders without incurring any fees, as long as they have not yet commenced shipping to our warehouse.
If the items cannot be cancelled without a restocking fee, then said fees will be incurred by the customer.
Change Of Mind On Delivered Goods
If your goods are delivered, remain unopened and in exact condition as you received them, they may be returned within 30 days of having placed the order.
You will be refunded the cost of the items and shipping fee at time of purchase. However, return shipping and any applicable restocking fees will be incurred by you.
- If you reconsider your order within 24 hours of placement, no return fee will apply.
- For changes made after 24 hours but before shipment, a restocking fee may be applicable.
- If you have received the order but have decided to return it, a restocking fee and return shipping fee may be applicable.
The following additional rules apply to tile products:
- There must be at least 100 sqm of stock available from the supplier of the same shade of tile. If less than 100 sqm is available, then a return cannot be provided for a change of mind.
How Long Will You Keep My Order?
If you make an order and have decided to pick it up from our location, we will offer free storage for up to 30 days, after which a $20/week per pallet space fee applies.
Returns for change of mind are not accepted for orders held longer than 30 days.
Items The Cannot Be Returned
The following items are not subject to the refund & returns policy:
- The item is no longer in stock (this includes the Sydney Home Centre Warehouse or a supplier warehouse) or discontinued.
- The item is custom manufactured or has had customisations made to it.
- Bulk quantity or corporate special-order items.
- The item has been used or tested, damaged after purchase, or if you find the same item at a cheaper price somewhere else.
- A return may not be accepted if the product images online are slightly different in colour, or shade or shape. These images are supplied by the manufacturer and as such are subject to digital editing, lighting and other variables taken during the photo / image production process.
If the product is found to be faulty due to manufacturer defects, then the buyer must go through the supplier's warranty process.
Return Information
The items will need to be returned to our warehouse location which will be provided upon a successful request.
All returns must be approved by the office and must be accompanied by an invoice, reason for return and the item code (for an exchange transaction). Any requested images must also be supplied.
One approved a replacement, exchange or refund will be made.
Please contact us if you require further instructions. We recommend sending the returned goods via registered post or courier as we do not accept responsibility for lost/damaged items.
Operating Hours for Customer Returns:
- 8am - 5pm | Mon - Fri | NSW Time
Location: Please confirm return address before shipping.
