Refund policy

At Aglaé, we take pride in curating premium architectural hardware and design fixtures. We understand that selecting the right finishes for your build or renovation is important.

Our Return and Refund Policy is designed to comply with Australian Consumer Law (ACL) and to make your shopping experience as seamless as possible.

1. AUSTRALIAN CONSUMER LAW (ACL) 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.

If an item arrives damaged, defective, or incorrect, please report it to our team within 48 hours of delivery or pickup (see Section 4 for details).

2. CHANGE OF MIND RETURNS (SMALL HARDWARE & FITTINGS)

We offer a 14-day change-of-mind return policy for eligible small hardware products (e.g., taps, robe hooks, door handles, paper holders).

Eligibility Conditions for Change of Mind:

  • The return request must be submitted within 14 days of receiving your order.

  • Items must be in pristine, unused, and uninstalled condition.

  • Items must be in their original intact packaging with all original components, manuals, and accessories included.

  • Products that have been installed, mounted, or modified are strictly non-returnable.

Return Shipping & Restocking Fees:

  • Return Freight: The customer is responsible for all return shipping costs. We strongly recommend using a tracked, insured courier service, as Aglaé is not responsible for items lost or damaged in transit back to our warehouse.

  • Restocking Fee: A 10% handling/restocking fee may apply to change-of-mind returns to cover inspection and repackaging costs, or you may elect to receive 100% Store Credit.

  • Original shipping fees are non-refundable.

3. BULKY GOODS RETURNS (BATHTUBS, VANITIES, SINKS & MIRRORS)

Due to fragile handling, specialized freight, and warehousing requirements, bulky goods are non-returnable for change of mind once dispatched or collected.

  • Pre-Dispatch Cancellations: Bulky orders cancelled before dispatch may incur a administration/cancellation fee if processing or warehouse staging has commenced.

  • Special Orders / Custom Items: Custom-built vanities, special-finish bathtubs, or made-to-order items cannot be cancelled or returned due to change of mind.

4. DAMAGED, DEFECTIVE, OR MISSING ITEMS (CRITICAL)

Because architectural hardware and sanitaryware are fragile, all goods must be inspected immediately upon arrival.

Required Transit Damage Procedure:

  1. 48-Hour Notification Window: Inspect all goods upon delivery/collection and report any transit damage, missing items, or manufacturing defects within 48 hours of receipt by emailing admin@aglae.com.au.

  2. Supporting Evidence: Please include:

    • Your Order Number (#AG-XXXX)

    • Clear photos/videos showing the damage/defect

    • Photos of the outer packaging and shipping label

  3. Important Notice: Failure to report transit damage within 48 hours may prevent us from lodging a claim with our freight carriers, and replacement costs may apply.

Do not attempt to install a damaged item. Installation of a damaged product signifies acceptance of the goods in their current state.

5. NON-RETURNABLE ITEMS

The following items are strictly non-returnable (unless required under ACL guarantees):

  • Clearance, sample, or ex-display items sold "as-is".

  • Custom, tailored, or made-to-order items.

  • Items that have been installed, wired, plumbed, or altered in any way.

  • Items returned without prior written authorization from Aglaé.

6. HOW TO LODGE A RETURN REQUEST

  1. Email our support team at admin@aglaeau.com with your order number, reason for return, and clear product photos.

  2. Once reviewed and approved, our team will issue a Return Authorization (RA) Number and return instructions.

  3. Package the item securely with the RA Number clearly marked on the outer shipping box (do not write directly on the product's primary packaging).

  4. Deliver or post the item to our Adelaide Warehouse:

    Aglaé Showroom & Warehouse

    Attn: Returns (RA #XXXX)

    18 Maple Avenue, Forestville SA 5035

    Australia

7. REFUND PROCESSING

  • Once received and inspected by our Quality Control team, we will notify you of the status of your refund.

  • Approved refunds will be processed back to your original payment method within 5–7 business days.

  • If you paid via credit card, Afterpay, or Zip, processing fees or merchant charges may be non-refundable according to provider terms.