1. Voluntary Change-of-Mind Returns

For eligible change-of-mind returns, please contact us within 30 calendar days of purchase. Goods must be unused, uninstalled, complete, in their original factory packaging and accompanied by reasonable proof of purchase. Please contact us for return instructions before sending goods back.

A 25% restocking and handling fee applies to approved change-of-mind returns, calculated on the original purchase price of the goods returned. Original outward shipping/freight charges are not refunded for a change-of-mind return. The customer pays change-of-mind return freight.

Change-of-mind requests made after 30 calendar days are not accepted under this voluntary policy. This does not limit ACL rights.

2. Change-of-Mind Exclusions

We do not accept voluntary change-of-mind returns for: custom-made vanities; custom-sized or pre-cut stone tops; smart bidet seats, bidet sprayers and sanitary items; cut-to-size linear grates; custom shower screens or glass (including nano-coating); products sold as Clearance, Floor Stock, Display Models or Discontinued; and special-order/non-stocked goods procured specifically for a project. These exclusions do not restrict any remedy required under the ACL.

3. Faulty, Incorrect, Damaged or Missing Goods

Please inspect goods when collected or delivered and contact us as soon as practical if something is wrong, ideally within 24 hours for visible transit damage or missing items. Include your order/invoice number and photos where available. This is a request to help us investigate and is not a deadline or waiver of your ACL rights.

Where consumer guarantees apply, available remedies will be assessed under the ACL. A 25% restocking fee, original-packaging requirement or voluntary change-of-mind exclusion will not be applied to a statutory remedy. Any return, collection or other reasonably foreseeable costs for which we are responsible under applicable law will be addressed accordingly.

Please avoid installing goods that you believe may be incorrect or damaged and contact us promptly. Installation or attempted installation does not automatically extinguish statutory rights; the cause of any damage or defect and applicable legal rights will be assessed on the facts. Where licensed installation is required by law, please use an appropriately licensed tradesperson. A manufacturer’s or voluntary warranty is additional to, and does not replace, consumer guarantees.

4. Return Requests

Contact info@apexrenovation.com.au with your order/invoice number, an explanation and supporting photos if available. We will provide appropriate instructions. For voluntary change-of-mind returns, please obtain return approval before dispatch. This process does not restrict your statutory rights. Approved in-store returns may be taken to our Padstow showroom during normal opening hours.

5. Refund Processing

After goods and the return circumstances are assessed, we will process any approved refund to the original payment method, generally within 3–7 business days, subject to payment-provider processing. Deductions described in this policy apply only where lawful and applicable to an approved voluntary change-of-mind return.