Refund policy
Introduction
At Aglaé, we supply bathroom fittings, sanitaryware, mirrors and associated products. This policy explains how we handle change-of-mind returns, order cancellations, damaged goods and refunds.
This policy operates alongside our Warranty Policy and Terms & Conditions and does not exclude, restrict or modify rights that cannot lawfully be excluded under the Australian Consumer Law (ACL).
1. Australian Consumer Law guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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.
The voluntary change-of-mind conditions, inspection recommendations and exclusions in this policy do not limit your statutory rights.
2. Change-of-mind returns — eligible small fittings
We accept requests for change-of-mind returns on eligible small fittings (such as tapware and bathroom accessories) within 14 calendar days after delivery or collection, subject to our approval and the conditions below.
Eligible items must be unused, uninstalled, unmodified and returned with original packaging, manuals, components and accessories in resaleable condition. A return authorisation must be obtained before sending an item back.
For approved change-of-mind returns, the customer pays return freight. A 10% restocking fee may be deducted from the product price; alternatively, Aglaé may offer full product-value store credit where agreed. Original delivery charges are not refundable for voluntary change-of-mind returns.
These conditions apply only to voluntary change-of-mind returns, not remedies required by law.
3. Bulky goods, special orders and cancellations
For change of mind, we do not accept returns of bulky goods after dispatch or collection. This includes smart toilets, standard toilets, bathtubs, bathroom vanities, sinks and mirrors.
Before dispatch or collection, please contact us promptly to request cancellation. Any cancellation charge for an accepted voluntary cancellation will be disclosed before confirmation and will reflect the relevant order circumstances.
Custom-made, special-order and made-to-order products cannot ordinarily be cancelled or returned for change of mind once production or procurement has commenced. This does not affect ACL rights.
4. Delivery inspection, damage and missing items
Please inspect goods as soon as reasonably practicable after delivery or collection, preferably within 48 hours. Prompt reporting helps us investigate transport damage and resolve missing or incorrect items.
Report concerns to admin@aglaeau.com with the order number, a description of the issue, clear photographs or videos of the product, and (where relevant) photographs of the carton and shipping label.
The 48-hour period is a recommendation, not a deadline for exercising rights under the ACL. A delay in notification does not automatically invalidate a claim.
Do not install a product that appears damaged or unsafe. Contact Aglaé for guidance before proceeding. Installation does not automatically remove statutory rights; however, damage caused by incorrect installation, misuse or unauthorised modification may not be covered where the law permits.
5. Items not eligible for voluntary change-of-mind return
Unless otherwise agreed in writing, the following are not eligible for voluntary change-of-mind return: clearance, sample or ex-display goods; made-to-order or custom products; products that have been installed, connected, used or altered; and goods returned without prior authorisation.
Any disclosed defects in clearance or ex-display goods do not remove statutory guarantees for other issues, where those guarantees apply.
6. Faulty or Defective Products
If a product is found to be faulty, defective, or not as described, customers should contact Aglaé as soon as reasonably practicable, providing proof of purchase, a description of the issue, and supporting photographs or videos where available.
Aglaé reserves the right to request additional information or arrange an inspection to assess the reported issue.
6.1 Minor Failures
Where a product has a minor failure under the Australian Consumer Law (ACL), Aglaé may choose to repair, replace, or refund the product in accordance with applicable law.
6.2 Major Failures
Where a product has a major failure under the ACL, customers may be entitled to choose between a refund or replacement, subject to applicable legal requirements.
6.3 Installed Products
Installation does not exclude a customer’s rights under the ACL. Where a product is found to be faulty, Aglaé will assess its obligations regarding repair, replacement, removal and reinstallation costs in accordance with applicable law.
6.4 Return Shipping Costs
For products with a failure covered by the ACL, Aglaé will cover reasonable return shipping or collection costs where required by law. Customers should contact Aglaé before arranging the return of bulky or installed products.
6.5 Warranty and Consumer Rights
This policy operates alongside Aglaé’s Warranty Policy and Terms & Conditions. Nothing in these policies excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
7. Return request procedure
Email admin@aglaeau.com with your order number, purchase details, reason for return and relevant photographs.
We will assess the request and, where appropriate, provide a Return Authorisation (RA) number and instructions. Do not send goods to the warehouse without instructions.
For approved returns, pack items securely and mark the RA number on the outer shipping carton, not the original product packaging.
Return location: Aglaé Showroom & Warehouse, Attn: Returns (A #XXXX), 18 Maple Avenue, Forestville SA 5035, Australia.
Where goods fail to meet a consumer guarantee, we will work with you on the legally appropriate remedy and reasonable return or collection arrangements.
8. Refunds and freight
After receipt and assessment of an approved voluntary return, we will confirm the outcome. Approved refunds are generally initiated to the original payment method within 5–7 business days; your payment provider may take additional time to make funds available.
For voluntary change-of-mind returns, applicable restocking charges and original shipping charges may be deducted as described in Section 2.
Where a refund or other remedy is required by the ACL, we will not apply restocking fees or non-refundable payment-processing charges in a way that reduces your statutory entitlement. Reasonable return transport costs for eligible faulty goods will be handled in accordance with the ACL.
9. Warranty and Terms & Conditions
Our Warranty Policy sets out applicable voluntary warranty coverage and claims procedures. Warranty commencement dates (including dispatch, collection or project handover, where relevant) are separate from the change-of-mind return window in this policy.
For trade, builder and project orders, the applicable Terms & Conditions may specify order, delivery and cancellation processes. Nothing in those documents excludes any ACL rights that apply to the particular purchase.
If there is an inconsistency between this policy and mandatory law, the law prevails.
10. Before You Send It Back — A Quick Checklist
A few simple steps to help make your return process smooth and easy.
☐ Check your item — Make sure the product is in its original condition, where required for an approved change-of-mind return.
☐ Keep the packaging — Include original packaging, accessories and any supplied components where applicable.
☐ Have your order details ready — Keep your order number or proof of purchase handy.
☐ Snap a photo — If something isn’t quite right, photos or a short video can help us understand the issue.
☐ Get in touch first — Contact the AGLAÉ team before sending anything back so we can guide you through the next steps.
All set? We’re here to help.
Our team will assist you with the next steps and work towards a suitable resolution in accordance with this policy and your rights under Australian Consumer Law.
