Shipping & Returns Policy

Delivery times

Delivery times below allow for both handling and transit. They are estimates, not guarantees, and are confirmed in writing with your quote.

• Metro Melbourne: 1–3 business days
• Victoria, outer metro: 1–5 business days
• All other destinations: 1–10 business days

Delivery costs and third-party freight

For regional Victoria and states other than Victoria we use a third-party freight handler, and transit times may vary. All freight costs are passed on to you at cost price.

You are also welcome to arrange your own freight at your own cost. Let your sales representative know before the order is finalised.

Deliveries to site are scheduled around your program so materials are not sitting on site longer than they need to be. Someone must be available to receive and check the delivery.

Pick up

Pick up available from our Camberwell site by arrangement — please discuss with our sales representative.

Materials are not released for collection or delivery until payment has cleared in full.

Made-to-order and special-order items

Cabinetry, stone and any item manufactured to your measurements is made to order. Lead times are confirmed in writing with your quote.

For special, custom or made-to-order products, the deposit is non-refundable, subject to any rights that cannot lawfully be excluded under the Australian Consumer Law.

Returns — unopened, non-defective products

Unopened, undamaged stock items may be returned within 30 days of the original purchase date, provided all the terms of this policy are met. Proof of purchase is required.

All returned products must be in re-sellable condition — no damage, marks or missing components — and must be returned to 706 Burke Road, Camberwell VIC 3124, where they will be inspected and verified before a refund is approved. Please contact us to arrange a return before delivering anything to site.

We recommend keeping spare stock on site after installation. Batches of tile, stone and flooring vary slightly in colour and pattern over time, which can make a later top-up difficult to match to what is already installed.

Returns — opened products

We cannot accept returns of opened packs or boxes, except where the product is defective or your rights under the Australian Consumer Law apply.

Defective products

If you believe a product is defective, contact us and we will inspect it. Where the product is found to be defective, we will provide a replacement or a refund.

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded: you are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

Restocking and collection fees

A restocking fee of 25% applies to returned products. If a return requires collection from your site, additional delivery fees may apply. Contact our team for details before arranging a return.

Refund processing

Approved refunds are processed within three business days of the returned goods being inspected and accepted, and are refunded to the original payment method.

Exchanges

Exchanges are permitted provided all the terms set out in this policy are met.

Questions

For anything about delivery, pick up or a return, contact our team and we will sort it out with you directly.