Refund policy

Return & Refund Policy

CRYSTAL BUILDING AND HARDWARE SUPPLIES PTY LTD

ABN: 88 684 576 618

Contact Email: sewi@cbhsupplies.com.au

Contact Phone: 0470 577 486

1. Consumer Guarantees (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law.

2. Damaged or Defective Items (Transit Damage)

Due to the fragile and heavy nature of bathroom fixtures, mirrors, and hardware supplies:

Inspection Upon Delivery: Please thoroughly inspect all items upon receipt.
Reporting Window: If your item arrives damaged, broken, or defective (e.g., cracked basins or shattered mirrors), you must notify us within 48 hours of delivery.
How to Claim: Send an email to sewi@cbhsupplies.com.au with your order number, a brief description of the issue, and clear photos/videos showing:
1. The damage to the product.
2. The external delivery box and packaging.
Resolution: Once confirmed, we will arrange for a replacement, repair, or full refund at no extra cost to you.

3. Pre-Installation Inspection Requirement

Important: All items (including basins, taps, mirrors, clocks, and filters) must be thoroughly inspected prior to installation.

Under Australian Consumer Law, we cannot offer a refund or replacement for cosmetic defects or transit damage once an item has been installed or fitted by a plumber, builder, or tradesperson. Installation indicates acceptance of the item's physical condition.

4. Change of Mind Returns

If you change your mind or order the incorrect size, we offer returns under the following conditions:

Timeframe: Return requests must be initiated within 14 days of receiving your order.
Condition: Items must be returned in their original, unused, and uninstalled condition, complete with all original packaging, hardware, manuals, and accessories.
Return Shipping: The customer is responsible for all return shipping and transit costs. We strongly recommend using a trackable courier service with shipping insurance, as we cannot be held responsible for items damaged or lost during return transit.
Exclusions: Custom-ordered items, clearance/sale items, and unsealed water filters cannot be returned for a change of mind due to hygiene and health regulations.

Change of Mind returns are subject to prior approval by Crystal Building and Hardware Supplies Pty Ltd.

5. Refund Process

Once your returned item is received at our facility and inspected, we will notify you via email regarding the approval or rejection of your refund.
Approved refunds will be processed back to your original payment method (e.g., Credit Card, PayPal) within 3–5 business days.
Original shipping fees are non-refundable for change-of-mind returns.