At HERA BATHWARE, we approach every aspect of your experience with the same precision and care we apply to crafting our premium 1050mm vanities, beveled edge wall-hung vanities, and back-to-wall bathtubs. We are committed to your complete satisfaction. This Returns & Exchanges Policy is designed with our discerning clientele in mind—homeowners, professional builders, and interior designers who value clarity, reliability, and exceptional service.

Our Promise: If you are not entirely satisfied with your purchase, we offer a straightforward and fair returns and exchanges process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following criteria:

  • The request is initiated within 15 calendar days of the delivery date.
  • The item is in its original, unused, and uninstalled condition.
  • All original packaging, manuals, tags, and accessories are intact and included.
  • The item is not part of our non-returnable list (see below).
  • Proof of purchase (order number) is provided.

Non-Returnable Items

To ensure hygiene, safety, and product integrity, the following items cannot be returned or exchanged unless they arrive damaged or defective:

  • Basin Wastes & Bathroom Wastes: Due to hygiene reasons and their installation-specific nature.
  • Basin Mixers & Bath Spouts: Once removed from their sealed packaging, these are considered non-returnable for hygiene and compatibility reasons.
  • Custom or Made-to-Order Items: Including any vanity or product modified to specific non-standard dimensions.
  • Clearance or Final Sale Items: These will be explicitly marked at the time of purchase.

If a non-returnable item arrives damaged or is defective, please contact us immediately at [email protected] with photos and your order details.

The Returns & Exchanges Process: A Step-by-Step Guide

We have streamlined the process to be as efficient as our delivery of your 900mm vanities or above counter basins.

  1. Initiate Your Request
    Contact our customer service team within 15 days of delivery. Email us at [email protected] with your order number and details of the item you wish to return or exchange.
  2. Receive Authorisation & Instructions
    We will review your request and, if eligible, provide you with a Return Merchandise Authorisation (RMA) number and detailed instructions for return shipping. Returns sent without an RMA number cannot be processed.
  3. Pack the Item Securely
    Please repack the item in its original, undamaged packaging with all included parts and documentation. We recommend using a sturdy outer box for added protection during transit.
  4. Ship the Package
    Send the package to our returns centre at the address provided in your RMA instructions. You are responsible for the cost and risk of return shipping unless the return is due to our error (wrong item sent) or a defective product.
  5. Inspection & Processing
    Once received, our quality team will inspect the item (typically within 3-5 business days). We will notify you via email once the inspection is complete and your refund or exchange is being processed.

Refunds: Timelines & Methods

Refunds are processed with the same security standards we apply to your payment information, adhering to PCI DSS compliance.

  • Timeline: After we approve your return, your refund will be processed, and a credit will be automatically applied to your original method of payment (VISA, MasterCard, JCB, or PayPal) within 7-10 business days.
  • Method: The refund will be issued to the same payment method used for the original purchase.
  • Deductions: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost of the replacement item to your original delivery address (excluding remote areas as per our shipping policy).

Please note that it may take additional time for the refund to appear on your bank or credit card statement, depending on your financial institution’s policies.

Exchanges

Need a different size vanity, such as exchanging a 750mm vanity for a 1200mm vanity? We are here to help.

  • Follow the standard returns process to return the original item.
  • Clearly state in your initial email that you wish to exchange the product and specify the desired replacement item (product code/name).
  • Once the return is approved, we will process the exchange. If there is a price difference, we will either charge or refund the balance accordingly.

Damaged or Defective Items

If your back-to-wall toilet, bathtub, or any other product arrives damaged or is defective, please contact us within 48 hours of delivery. Provide your order number and clear photographs of the product and packaging. We will arrange a replacement, repair, or refund at no extra cost to you and guide you through the return process for the faulty item.

Return Request Template

To expedite your request, please use the following template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear HERA BATHWARE Customer Service, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Product Name: [e.g., 1050mm Vanity in White Gloss] Reason for Return/Exchange: [e.g., Incorrect size, Change of mind, Defective item] I confirm that the item is unused, in its original packaging, and includes all accessories. Please provide the Return Merchandise Authorisation (RMA) number and return instructions. For Exchanges Only: Desired Replacement Item: [e.g., 900mm Vanity in Matte Black, Product Code: HB-VAN900-BK] My shipping address is the same as the original order: [Your Name] [Your Address] Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (Optional)]

Need Assistance?

Our dedicated customer service team, operating Monday to Friday, 9 AM – 5 PM AEST, is here to ensure your experience reflects the quality of our products.

Email: [email protected]
Postal Address for Returns (By Authorisation Only):
HERA BATHWARE Returns Centre
91 Boonah Qld, WIVENHOE HILL, AU 4311

We are committed to resolving any concerns with the same dedication we apply to crafting your perfect bathroom sanctuary.

This policy was last updated in October 2023 and may be subject to change. Please refer to this page for the most current information.

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