At Renovator Store our customer service team would be very happy to assist you:
GENERAL QUERIES: Email us at firstname.lastname@example.org
PRODUCT QUERIES: Submit a query form on the relevant product page.
PHONE: Call us on (03) 9544 3003 or 1800 RENOSTORE
HOURS: 10am and 4pm AEST weekdays
Our key addresses are:
Renovator Store Pty Ltd
10/2 Railway Avenue
Oakleigh, VIC, 3166
Note: Do not return products to this address. You must contact us if you wish to return a product and we will advise the return address
101-115 Paramount Boulevard
Derrimut, VIC, 3030
No Access: Not open to general public, no pickup allowed.
Note: Renovator Store keeps its costs and prices low by centralising its warehousing and despatch.
Money Back Guarantee
Renovator Store wants to make you feel comfortable shopping on our site. That is why we offer you a money back guarantee if you are not completely satisfied or just simply change your mind. This guarantee does not apply to flooring products, custom assembled products, fire extinguishers, spare parts, and gift cards.
Our registered members get 30 days money back guarantee. Non-members get a 14 day guarantee.
If you wish to return a product to us under this Guarantee the product has to be in "as new" condition, unused and 100% re-saleable. Simply contact our friendly order management team who will provide instructions on how to return the item. Once we have received the item under the terms of this Guarantee, we will you in full less our shipping and handling costs. Important terms and conditions apply that you should understand - see our Money Back Guarantee Terms and Conditions.
Incorrect, damaged or faulty items?
If your item(s) arrives incorrect, damaged, incomplete, or faulty then please email us at email@example.com and we will seek to rectify the issue.
Ordering and Payments
The simplest way to order is through our website. We can also take orders over the phone during normal business hours. Our business is structured to keep costs low and therefore prices low, so we do not have a national network of showrooms or sales staff. However, we are confident you will find the quality products to complete your renovation products at a price that will keep you smiling! And if need be, returns are easy under our money back guarantee.
To purchase our products through this website, simply select the products you wish to purchase and add them to your cart. If you have any queries about a product you can visit the Product Hints section of the product page, or you can submit a query on the product page. There is also lots of useful tips and ideas from RenovatorMate, our free renovation ideas service. Once you have finalised your cart, go to the checkout and enter the required information such as your shipping address and payment information.
Shop with confidence that your information is secure: The payments function of our site is outsourced to NAB and Paypal. You select which payment gateway you prefer. Renovator Store never has access to or retains your credit card information. Our website uses the latest Secure Socket Layer (SSL) Technology from GeoTrust® to provide you with the most secure and convenient online shopping experience possible.
As part of the checkout process, you will be accepting the Renovator Store’s Purchase Terms.
Wish to cancel your order? If you wish cancel your order please ring our friendly Order Management Team on (03) 9544 3003 or 1800 RENOSTORE. We can attempt to cancel it for you, but once the warehouse has processed the order we cannot cancel it.
Shipping and Delivery
Members get free shipping
Members of Renovator Store enjoy FREE DELIVERY on most items within Australia. Signup to be a member now - it's free!
Guest shipping rates
For those that prefer to shop as guests, shipping will be charged at the flat rate of $9.50 including GST, or 5% of the cart total (whichever is greater).
Delivery method and timeframe
Unless otherwise stated, orders are typically processed within one business day from the order time and if you order before 10am on a business day the order is typically despatched same day. Delivery timeframes are dependent on your location, which distribution centre we are sending from, the size and number of parcels, and the schedules of the carrier. Our preferred carriers are Australia Post and Toll Ipec, however sometimes other carriers are utilised. In most cases the average delivery times we observe are:
|VIC Metro||2 to 3 business days|
|VIC Regional||3 to 4 business days|
|NSW Metro||2 to 4 business days|
|NSW Regional||3 to 5 business days|
|QLD Metro||2 to 4 business days|
|QLD Regional||3 to 5 business days|
|TAS, SA, WA and NT||3 to 5 business days|
These are average delivery times and we often observe shorter and longer timeframes. Renovator Store cannot control delivery timeframes and processes, and your first point of communication on a delivery is the carrier. An order might come in multiple parcels. Sometimes we might send your order in more than one package or from different distribution centres, and they may arrive at different times.
See our detailed delivery timeframe estimation page.
In most cases you will receive instructions by email on how to track your delivery once your order has been completed.
What if I am not at home to accept delivery?
Our deliveries typically require a signature upon delivery and our nominated couriers typically deliver only during business hours. So it is best to provide a shipping address that will be attended during business hours. If someone is not available to accept the goods the standard practice is to leave a card informing you how to make instructions for re-delivery, or to collect from your local Post Office.
For items sent via TOLL you can instruct the delivery driver to drop off your packages by printing and completing an “Authority to Leave Declaration Form.” You must display this form in a safe and clearly visible place for your Toll delivery driver to drop off your items. Click here for "Authority to Leave Declaration Form."
You can put a short note on your order on the order completion screen to provide an authority to leave parcels, however Renovator Store cannot guarantee the carrier will observe these requests.
Renovator Store stands behind the products it offers – we want you to be completely satisfied that the product performs as it should. All our products have been rigorously and independently tested to meet Australian standards for their intended use. This means you and your trade builders can be confident they will perform as expected. We also use a number of quality assurance steps to target zero faults and mistakes. Of course, now and again something does not go to plan and items get damaged during shipping, or they are not packed complete, or present a manufacturing fault during their warranty period.
As an Australian consumer you have protection and rights under Australian Consumer Law. In addition to any rights you may have under law, all our products have a standard warranty period of 12 months from date of purchase, and many have longer manufacturer warranty protection periods as listed on the product pages. We stand behind the products we sell and in most cases will manage warranty claims with manufacturers on your behalf. Check out Renovator Store's Warranty Policy for more details.
Detect faults before installation. We require our customers to check their products on arrival and before installation. That way any pre-existing fault can be identified before the product is fixed to your house. Product warranties only cover the product - not it's removal or re-installation.
Protect your products from installation risks. Sometimes products are in perfect working order when tested on arrival, but present problems when installed. For example, construction debris in water lines can foul a new tap mechanism on installation – this problem can be avoided by requesting the plumber flush the water lines before they install your brand new tap. If installation instructions are not followed strictly any resulting issues might not be covered by the product warranty. See our RenovatorMate section on product pages for more helpful suggestions to minimise installation problems.