Refunds Policy

1. RETURN ELIGIBILITY

To be eligible for a return, items must be **unused, uninstalled**, and in their **original packaging** with no damage, markings, or writing. The goods must be in a 100% resalable condition.

IMPORTANT: If a product has been installed or an attempt to install has been made, it is NOT eligible for return or exchange unless deemed faulty.

2. NON-RETURNABLE ITEMS (EXCLUSIONS)

The following items are strictly **NOT eligible** for return, refund, or cancellation once processed:

• Custom-made vanities, custom-sized stone tops, or stone tops with pre-cut holes.
• Smart bidet seats (due to hygiene reasons).
• Cut-to-size linear grates or customized shower screens (including nano-coating).
• Products sold as "Clearance," "Floor Stock," or "Discontinued."
• Any special-order items specifically procured for your project.

3. RETURN PERIOD & RESTOCKING FEES

• 0-30 Days from Purchase: Items must be returned within 30 days to be eligible for a refund or exchange (less original shipping costs).
• Restocking Fee: A 20% restocking fee applies if the packaging is opened, damaged, or not in its original "as-new" condition.
• Over 30 Days: Returns, refunds, or exchanges will NOT be accepted after 30 days from the date of purchase, unless the item is deemed faulty under Australian Consumer Law.
• Bulk Orders: For single returns exceeding $2,000 in value, a 20% restocking fee will automatically apply to cover handling and administrative costs.

4. DAMAGED OR DEFECTIVE ITEMS

We recommend all items be fitted by a Licensed Plumber/Installer. Failure to do so may void your warranty.

• 24-Hour Rule: Visible damages (scratches, chips, broken glass) or missing items must be reported with photographic evidence within 24 hours of delivery or pickup.
• DO NOT INSTALL: If any faults are found, do not install the product. Installation confirms your acceptance of the product’s visual condition.

5. RETURN PROCESS & SHIPPING

1. **Authorization:** You must contact us at info@apexrenovation.com.au to obtain return authorization before sending items back.

2. **Shipping Costs:** Customers are responsible for all return shipping costs for change-of-mind returns. We recommend using tracked and insured shipping.

3. **In-Store Return:** You may return authorized items directly to our Padstow Showroom.

6. REFUND PROCESSING

Once goods are inspected, refunds will be processed within **3-7 business days** to the original payment method. We do not issue refunds over the phone or to different accounts.