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Faqs
GENERAL
We are so sorry about this. But do not worry because all the products have the warranty. **To make your warranty claim successful, please click Warranty to see more details**
We are an online bathroom supply shop without showrooms.
No, you can not pick up your order. All the orders will be delivered by our own delivery team (if in Sydney) or third-party couriers.
We are located in Sydney NSW. Currently, we do not have other branches outside Sydney.
We do not have contact numbers. But you may use online chat or email us.
The delivery cost can be only known on the Cart page or the Checkout page. For quick access without creating an account, utilize either of these methods:
Checkout Page: Proceed to the checkout page, input your “Postcode” and “State,” and view the shipping cost in the “Cart Summary” section.
Cart Page: After adding products, visit the cart page and use the “Shipping Calculator” for instant cost estimation.
DELIVERY
A signature on the delivery document without inspection means you accept the goods received are in good condition. In this case, we are not responsible for any damaged goods anymore. We want our customers to receive nice products, so all the products before dispatching must be completely inspected by us or third-party couriers, especially for the order’s value of over $100. Therefore, you must inspect the goods, especially the fragile items when you receive your order to avoid any damage issue(s) in the transit. If you find any damage, please do the following:
- Refuse to sign the document for the driver;
- Make a photo of it as evidence
- Talk to our online sales team immediately
Note: If sent by Australia Post, the damaged item(s) should be immediately sent to local Auspost office
No, we can not. Our driver is not allowed to enter your property to avoid any unnecessary issues? If you need special help, please let us know first.
**Delivery fee means the transporting cost from our business warehouse to the customer’s delivery address provided by the customer online. It does not include the handling fees to move products to the inside of the property**.
We are dealing with Australia Post, Pack & Send, TNT, etc. **Sometimes, due to the limitations of courier companies, we have the right to change the delivery method for your order**
Please check your registered email regularly because we send all the order status by email only.
We can not control third-party couriers’ timing because delivery time is subject to many reasons, including order’s size, locations, and etc.
**Unexpected delay can not be accepted for the return or refund**
In Sydney:
- Monday to Friday
- 1-3 working days after order placement
- One hour’s notice will be given before arrival
Outside Sydney:
- Monday to Friday
- Up to 14 days after order placement
MY ORDERS
Due to a high volume of demand for the products, it is likely that the items you purchased may show available but suddenly turn out of stock. We apologize for this. If this happens to you, we will notify you by email with the following options:
Wait for the items to be restocked. And we will also let you know the estimated time of arrival (ETA) by emailce
Cancel the item/items that are out of stock and refund you. The rest of the items will be dispatched to you
Cancel the whole order and fully refund you if you can not accept (1) above
No, we can not. As an eCommerce store, personal privacy is the most important aspect. And we ensure our website is fully SSL certificated and secured. Therefore, to avoid disclosing your personal information and bank card information, all the orders must be placed online on our web. Doing this can protect both parties.
Different payment methods are available: Bank transfer, debit/credit card (Visa or Mastercard), Afterpay, or PayPal.
We, as an online retailer, invested heavily in our shopping platform to create an easy purchasing environment for all customers. For your convenience, please follow the steps below.
- Choose the items you want to purchase, add them to your cart, and click the Shopping Cart button.
- If you would like to continue shopping, click on Continue Shopping button and repeat the first stage. If you are ready to confirm your order, click on the Proceed To Checkout button. You will then be asked to log in and enter the delivery and invoicing addresses for your items.
- Fill in your personal details and delivery and invoicing addresses, and check them carefully.
- Select a delivery method from the available options.
- Choose a payment method.
- You will receive an email confirmation of your order. Should you not receive this email, please check your spam folder.
E-RENOVATION reserves the right not to confirm an order for a particular reason (for example, a problem regarding the order placed, or a problem supplying the item(s) in question).
RETURNS & REFUNDS
No, we can not. Due to the payment security, as an eCommerce business, the refund must be credited back to the card that the payment was originally made.
Yes, you could. We accept the return or refund *up to 10 days after you receive the products, but a restocking fee 25% of the returned goods’ selling value will be applied. Please see our NO.4 Exchange & Refunds on Terms and Conditions for more details.
If you receive the products after 10 days, there is no return or refund.
*OTTI brands can not accept the return or refund (subject to supplier’s latest policy)
Note: Due to the recent change of some suppliers’ return policy, we have the right to refuse refund or return requests.