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100% refund on change of mind

You've got 30 days to change your mind (14 Days for nonmembers)


NO restocking fees

Unless specified in the product details


$15 Return shipping available on most items

Some bulky items excluded


Australian Customer Service

Need help with installation? You may contact our customer service team

Shop with confidence

No questions asked. We get it, we shop online too. This is why we want to make you feel comfortable shopping on our site. And we stand behind our products! Renovator Store offers easy returns and a money-back guarantee if you are not completely satisfied or just simply change your mind.

 

This guarantee applies to most products, however, some products are excluded. See section 5 for the list of exceptions. These exceptions are also displayed on the product pages, and in the items that are clearly marked as not returnable under our money-back guarantee.

 

Restocking fees don't apply to most products however, some suppliers charge a restocking fee and change of mind, so we have to pass this on. These supplier brands are listed below in section 6. 

NOTE: Some products are excluded from this Money Back Guarantee.  See term 5 below for more details


 

Under this Guarantee

Members get 30 days

If you purchased as a registered member of Renovator Store and wish to return the item, you must contact us within 30 days of delivery of the product as per the terms and conditions.

Sign up to become a member, it's free.

Non-members get 14 days

If you purchased as a non-member (guest) if Renovator Store and wish to return the item, you must contact us within 14 days of delivery of the product as per the terms and conditions.

The procedures and terms and conditions below strictly apply. If your return is accepted under this Guarantee policy, we will arrange to refund the product purchase price less any fees - otherwise, it remains your property. It is important you understand and follow the procedures and terms below and that the product is returned in "as new" and 100% resaleable condition. The delivery costs are the responsibility of the Purchaser. 

 

Damaged or faulty items?

If your item(s) arrived damaged, please review our Free Freight Protection Policy. If your item(s) arrived incomplete, or faulty then please see our Customer Care Form.

 

Our 3-step Easy Return Process

 


money back guarantee request formmoney back guarantee request form

 

Fill out the Money Back

Guarantee form



We'll send you a return authorisation slip and details of where to return it to


 

Drop the item at the nearest Australia Post Office




Terms and Conditions

 

To return a Product and receive a refund under this Guarantee you ("You") need to be the original purchaser and the following procedures and terms and conditions must be adhered to:

1. Contact us before the deadline

You must contact us within the stated calendar days (14 days for non-members and 30 days for members) of the original delivery of your Product. If proof of delivery time is not available, it is deemed to be 3 days after the dispatch date. You will need to provide us with the Order Number and the Product Number (SKU) so please have these handy.

 

2. We will instruct you on how to return the item

The Renovator Store order management team will provide directions for the return of the Product. The return directions will require the customer to return at their own cost, or if we arrange postage/freight the cost of this will be deducted from any refund.

 

3. Products returned have to be in 'as new' condition To conform with this policy the Product must be received by Renovator Store in a 100% re-saleable condition:

  • AS NEW: unused, not worn or damaged, and packaged 'as new'.
  • INTACT AND COMPLETE: intact with all components and accessories, labels, and manuals
  • ORIGINAL PACKAGING: in all its original internal and external packaging, and
  • WRAPPED TO PROTECT PACKAGING: with protective outer wrapping to protect from labels and writing on the package (we recommend wrapping in brown paper or equivalent).

Note: do NOT write on or stick anything on the product or its packaging. Please only write or place postage stickers on the protective wrapping. Non-adherence to this condition may result in the product being returned be rejected or You incurring a re-packaging fee and/or re-stocking fee (see item 6. below).

 

 

4. Return within 14 days

You must then return the product as per our directions within 14 days of us authorising the return. Items remain in your property until the point that Renovator Store accepts them under this policy. If they decide to do so. So while they are un transit as a return they are at your risk so please ensure they are securely packed, and the shipping includes tracking insurance. Renovator Store will not be responsible for any return items lost or damaged in transit under this Guarantee. 

 

 

5. Renovator Store will determine the validity of the return

Renovator Store has the sole right to assess the condition of the Product before approving a refund, credit, or replacement.

See list of products not covered by our Money Back Guarantee

  • Aguzzo - Bath, Basins
  • Aquaperla
  • Aqua Vera 
  • Bariloche - Awnings
  • Brienz - Kitchen Sinks, Waste Bins
  • DrainTEk- Custom Grates
  • Della Francesca - Kitchen and Bathroom Fixtures
  • Hansdorf - Fence Spigots
  • Moku - Floorboards, Basins
  • Norico
  • Randy and Travis Machinery - Ladders, Waste Bins, Projector Screens
  • Salvatore Angelotti - Kitchen Splashbacks
  • Nood Co. Concrete Basins
6. Fees may be deducted for re-packaging or re-stocking

Renovator Store is entitled to charge you a re-packaging fee if the returned item is accepted and in our opinion requires re-packaging before re-stocking. The re-packaging fee is 10% of the purchase price of the Product(s) (subject to a minimum of $20.00) which will be deducted from your refund or your store credit. 

Some products, including but not limited to products marked as "Special Order", will attract an additional re-stocking fee if the product is returned due to a "change of mind". The amount or the percentage for the restocking charge will be stated under the product on the cart page as well as on the invoice. 

 See the list of products that require a restocking fee below:

  • Meir Products: 15% of purchase price
  • Alder Products: 20% of purchase price
  • Radiant Products: 15% of purchase price
  • Delf Products: 20% of purchase price
  • CLA Products: 20% of purchase price
  • Puretec Products: 20% of purchase price
  • Norico Products: 20% of purchase price
7. We refund or credit the product purchase price and any re-packaging or re-stocking fee(s)

Where the terms and conditions of this Guarantee have not been met, we may reject the Product as a return and disapprove any refund.

If the Renovator Store rejects the return, the Product will remain Your property.

If the return is rejected, You may select to arrange collection of the Product from the Renovator Store or seek to agree a delivery of the Product back to You. 

If the Delivery Costs have been incurred by Renovator Store in facilitating the return process these will be payable by You to Renovator Store. Renovator Store reserves the right to deduct such Delivery Costs from any refund, store credit, or rewards balance with Renovator Store. Delivery costs include the actual costs paid by, or the costs advised by Renovator Store to deliver the product to you and/or collect/return it, or if these costs are not available, will be calculated at the current Website delivery rates for non-member purchases for each delivery leg. 

Where possible, refunds will be executed through a reversal of the initial customer transaction, including the reversal of any store or promotion credits utilised or earned in the order at our complete discretion. If Renovator Store has to reverse store credits earned in a transaction but there is not enough store credits available in the customer's account, the Renovator Store will make this adjustment to the funds refunded. 

The customer will be provided with an e-mail acknowledgement once the refund is processed. Renovator Store accepts no responsibility for any delays in receipt of the refund due to payment gateway or financial institution processes.

 

8. The return may affect discounts allocated to the original order Where the reversal of a sale of an item requested to be returned would have changed or not allowed a discount or discounts, rebate(s), free item(s) or other promotional benefits in its original order Renovator Store will effect that change or cancellation by one or more of the following methods:

  • The discount(s), rebate(s), or value of the free item(s) or other promotional benefits that would not have qualified for the order will be deducted from any refund processed. 
  • The free item(s) that would not have been included in the order have to also be returned under this policy, and/or
  • The discount(s), rebate(s), or value of the free item(s) or other promotional benefits that would not have qualified for the order will be paid back by You before any return will be approved.