Returns & Refund Policy
Returns & Refund Policy
At Luna Bathrooms, we want you to be confident in your purchase. If you change your mind, or if there's an issue with your order, we're here to help.
Change of Mind Returns
We accept change of mind returns within 30 days of delivery or collection, subject to the conditions below.
Eligibility
To be eligible for a return, the item must:
-
Be unused, uninstalled, and in new, resalable condition.
-
Be returned in its original undamaged packaging with all accessories and components included.
-
Be accompanied by proof of purchase.
We cannot accept change of mind returns for products that have been installed, used, damaged after delivery, or returned without their original packaging.
How to Request a Return
To request a return:
-
Email help@lunabathrooms.com.au with your order number and the items you wish to return.
-
If your return is approved, arrange delivery of the goods to:
Luna Bathrooms
14 Mary Parade
Rydalmere NSW 2116
-
Returns must be received within 30 days of delivery or collection.
Once your return has been received and inspected, we will notify you whether your refund or exchange has been approved.
Refunds
Approved refunds will be processed to your original payment method within 5–10 business days after your return has been inspected. Processing times may vary depending on your bank or payment provider.
Original delivery charges are non-refundable.
Return Costs & Restocking Fee
Customers are responsible for all return shipping costs, including arranging suitable packaging, freight and any transit insurance.
A 20% restocking fee applies to all approved change of mind returns. This fee will be deducted from your refund.
For oversized products such as vanities, baths and other bulky items, return freight costs can be substantial and remain the customer's responsibility.
Non-Returnable Items
Change of mind returns are not accepted for:
-
Made-to-order cabinets and mirrors
-
Benchtops that have been cut, drilled or modified
-
Shower screen glass
-
Special Order items
-
Floor wastes
-
Bidets
-
Clearance or Final Sale items
-
Any product marked as non-returnable at the time of purchase
Order Cancellations
Orders may be cancelled within one (1) business day of payment, provided they have not entered production or been dispatched.
The following orders cannot be cancelled:
-
Clearance items
-
Special Order items
-
Made-to-order products
If an order has already been dispatched, any approved return will be treated as a change of mind return and will be subject to this Returns & Refund Policy.
Damaged, Missing or Incorrect Products
Please inspect your order as soon as it arrives.
If your order is damaged, incomplete or incorrect, please contact help@lunabathrooms.com.au as soon as reasonably practicable, preferably within 2 days of delivery, so we can investigate with the freight carrier where applicable.
Please include:
-
Your order number
-
Photos of the product
-
Photos of the packaging
-
A description of the issue
Notifying us promptly helps us resolve your claim as quickly as possible. However, this timeframe does not affect your rights under the Australian Consumer Law.
Faulty Products & Warranty
All products supplied by Luna Bathrooms come with guarantees that cannot be excluded under the Australian Consumer Law.
Please inspect all products carefully before installation.
Change of mind returns are not accepted for products that have been installed or where installation has been attempted.
Returns or warranty claims will not be accepted where a fault has resulted from incorrect installation, misuse, accidental damage or failure to follow the manufacturer's installation instructions. All products must be installed by appropriately licensed tradespeople where required and in accordance with applicable Australian Standards and Building Codes.
Where a product is confirmed to have a manufacturing fault or does not meet the consumer guarantees under Australian Consumer Law, Luna Bathrooms will provide an appropriate remedy, which may include repair, replacement or refund.
Please refer to the individual manufacturer's warranty documentation for any additional warranty coverage.
Australian Consumer Law
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.