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General Return Conditions
Please Read Carefully
Once your order has been delivered, the goods become your responsibility. Please inspect them promptly to avoid any issues with claims, refunds, or exchanges.
Responsibility for Goods
While the goods are in your possession, you are responsible for them. If the goods are damaged while in your care, we will NOT be able to provide a refund or exchange.
Return Approval Process
A return will NOT be accepted until you provide clear photos to Wellsons. These photos allow us to assess the condition of the goods before your courier collects them.
Installation & Returns
We CANNOT accept returns of any kind if the product has been installed or used.
Refunds & Inspections
All refunds and returns must be inspected by a member of our team before a replacement is sent or a refund is processed. Refunds may take up to 14 business days after the item has arrived at our warehouse.
Inspection Upon Delivery (VERY IMPORTANT)
When your goods arrive, please inspect them within 24 hours for any damages. Failure to report damages within this timeframe may VOID your refund or replacement.
This step is CRUCIAL, as it allows us to file a claim with the courier or supplier.
We package our items carefully and inspect them before dispatch, especially fragile products such as toilets, baths, vanities, and all ceramic items.
If damages for these fragile items are reported AFTER 24 hours, refunds or replacements may be VOIDED. We HIGHLY recommend inspecting your items immediately upon delivery and reporting any damages within 24 hours.
Contact Information
For damaged items: sales@wellsons.com.au
For warranty-related inquiries: sales@wellsons.com.au
If you have any questions regarding returns or exchanges, please contact us as soon as possible.
We Want You to Love Your Purchase!
If you change your mind, you may return the product within 30 days from the date of dispatch for a full refund (minus a restocking fee).
Return Shipping Costs: These are covered by the customer.
Return Shipments: We do not organize return shipments for change-of-mind returns.
Return Guidelines:
For Smaller Items: We recommend using a registered postal service.
For Large Items: If the item was delivered on a skid or pallet, it MUST be returned on the same skid or pallet to prevent damage during transit.
How to Start a Return:
To initiate your return, submit a return request via email at sales@wellsons.com.au
Exchanges:
At this time, we are unable to offer direct exchanges.
If you would like to exchange an item, return the unwanted item for a refund and place a new order.
Refund Process:
Simply submit a return request, and we will process your refund (less the restocking fee) once the item is returned to our warehouse.
Goods That Have NOT Been Dispatched:
Once an order is placed, it cannot usually be changed.
In some cases, depending on warehouse processing, we may be able to assist—but a restocking fee will apply.
For Made-to-Order Items:
Manufacturing begins 24 hours after the order is placed.
Once manufacturing starts, the order cannot be changed.
We strongly recommend reviewing your order carefully before placing it.
Goods That Have Been Delivered:
If your goods have been delivered but remain unopened and in their original condition, you may return them within:
30 Days from Dispatch: Full refund minus original shipping cost & restocking fee.
30 to 60 Days from Dispatch: Store credit minus original shipping cost & restocking fee.
After 90 Days: Returns will NOT be accepted.
Conditions for Returns:
Goods & packaging MUST be in their original condition.
We CANNOT accept returns if:
The original packaging is missing or damaged (this includes skids or pallets).
The item has been installed, used, or is missing parts.
The return fails inspection. In this case, the return freight cost must be paid by the customer to have the item sent back to them.
Restocking Fees:
20%: Meir, IKON, Fienza, Haven, Novohaus
25%: Nero, Linsol, Thermogroup, Radiant and all other brands.
Please Read Carefully Before Purchasing
Some products CANNOT be returned or refunded once your order is confirmed. Please review the list below before placing your order.
1. Vanity Units, Mirrors & Shaving Cabinets
ALL brands: No returns or refunds.
2. Nood Co Concrete Basins & Specialty Brands
Cannot be returned or refunded after order confirmation.
3. Stone & Acrylic Baths
Stone Baths from ALL manufacturers: No returns or refunds.
Acrylic Baths from ALL manufacturers: No returns or refunds.
4. Custom, Non-Stocked & Specialty Manufactured Products
Cannot be returned once ordered, as they are made-to-order and non-resellable.
5. Stone, Solid Surface, Silica-Free & Hardwood Slabs
ALL brands: No returns or refunds.
This includes:
Stone Slabs
Solid Surface Slabs
Silica-Free Slabs
Hardwood Slabs
6. Damaged or Missing Packaging
Products with missing or significantly damaged packaging CANNOT be returned.
This includes skids or pallets used in delivery.
7. Commercial Quantities & Project Orders
Due to stock commitments, we CANNOT accept returns on bulk commercial orders.
In some cases, returns may be possible but will incur a restocking fee.
8. Clearance Products
All clearance items are FINAL SALE. No returns, refunds, or exchanges.
Warranty claims will still be upheld by our suppliers.
Final Notes on Returns
Goods and packaging must be in ORIGINAL condition.
We CANNOT accept items without their original packaging or those with damaged packaging (including skids and pallets).
For further clarification or questions, please contact us before placing your order.
Contact Information
For damaged items: sales@wellsons.com.au
For warranty-related inquiries: sales@wellsons.com.au
If you have any questions regarding returns or exchanges, please contact us as soon as possible.
