1. Return Period
Customers have 7 days from the date of delivert to request a return or exchange.
To qualify, the item must be in unused, unopened, and original condition.

2. Eligibility Criteria for Returns

To be eligible, the product must meet all of the following:

A. The item must be unused, unopened, and in the same condition as when delivered.
B. The product must be in its original packaging, including all tags, labels and seals.
C. It must have been purchased directly from Builders Warehouse Online.
D. A valid proof of purchase (receipt or order confirmation) must be provided.
E. Products originally supplied in special manufacturer’s cartons must be returned in the same unopened carton and in unmarked condition.
F. Clearance items are sold “as is” and are not eligible for return or exchange.
G. Tiles: Due to batch variations, we only accept returns of 5m² or 3 boxes (whichever is smaller). A 30% restocking fee applies to all tile returns.

3. Restocking / Administration Fees

• General Returns

  A 25% restocking/administration fee applies to all approved return requests (excluding faulty goods).

  Exchanges

  A 15% administration fee applies to all approved exchanges (excluding faulty goods).

  Tile Returns

  A 30% restocking fee applies to tile returns due to:

  • Batch variation issues

  • High handling and repackaging costs

  • Manual inspection requirements

  ⚠️ Faulty or damaged items are exempt from all fees.

4. Items Not Eligible for Return

The following items cannot be returned:

A. Items that have been used, installed, damaged, or are no longer in saleable condition.
(Opening the packaging to check the product is acceptable, but the item and packaging must remain intact and undamaged.)
B. Gift cards or vouchers.
C. Clearance items.
D. Products damaged after delivery due to misuse or improper handling.
E. Purchases older than 7 days.
F. Special Order, custom-made, or non-stocked items.

5. How to Lodge a Return

To initiate a return:

A. Email our Customer Service team at info@builderswarehouseonline.com.au to request a Return Authorisation (RA) number.
B. Once approved, return the item(s) in their original packaging, including the RA number and proof of purchase.
C. Customers are responsible for return postage costs. We strongly recommend using a trackable service or purchasing postage insurance.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved:

• Refunds are processed within 7–10 business days

• Refunds are issued to the original payment method

• The applicable 25% or 30% fee will be deducted (tiles = 30%; general items = 25%)

Processing time may vary depending on your bank or payment provider.

7. Exchanges

Exchanges are available within 7 days, provided the item meets all return eligibility criteria.

• Approved exchanges incur a 15% administration fee unless the item is faulty.

• Customers are responsible for all postage costs associated with sending items back and receiving exchanged items.

• Exchanges can only be processed via post, as we do not operate a physical storefront.

8. Faulty or Damaged Items

If your item arrives faulty, defective, or damaged:

• Notify us within 7 days of receiving the item

• Email photos or videos showing the issue to info@builderswarehouseonline.com.au

If confirmed faulty, in accordance with Australian Consumer Law, you may be entitled to:

• A replacement

• A repair

• Or a refund

No restocking or administration fees apply to faulty items.

9. Colour Variation & Batch Differences
While we make every effort to ensure product images, samples, and descriptions accurately represent the colour and finish of our tiles, variations may occur. Differences in colour, shade, texture, gloss level, pattern, and size can arise due to factors including, but not limited to:

• natural manufacturing processes

• kiln variations

• different production batches

• screen and device display settings

• sample age versus current stock

By placing an order, the customer acknowledges and accepts that tiles may differ slightly from online images, in-store samples, or previous batches.

If a project requires colour consistency, it is the customer’s responsibility to:

1. Order sufficient quantities in one batch to complete the project, and

2. Check batch numbers upon delivery before installation.

Tiles cannot be returned or exchanged due to natural colour variation or batch differences once they have been accepted, installed, or used.

10. Warranty Claims

Warranty claims follow manufacturer guidelines and Australian Consumer Law.

Customers are responsible for postage costs to return the item for assessment.
If a fault is confirmed, return postage and replacement costs may be covered depending on the product and circumstances.

11. Questions or Assistance

If you need help or have questions about our policy, please contact our Customer Service team at:

📧 info@builderswarehouseonline.com.au

We are always here to help and ensure you are satisfied with your experience.