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☏ : 0466018000 🖂 : sales@thefil.com.au ⌂ : 174 Parramatta Road Auburn

Refund policy

1. General Information

We aim to ensure all products are supplied in good condition and meet expectations.

We kindly ask customers to inspect all goods carefully upon delivery or pickup, prior to installation.

Once products have been installed, we are generally unable to accept returns for change of mind.

Nothing in this policy is intended to exclude or limit your rights under Australian Consumer Law.

2. Inspection & Reporting

To help us resolve any issues quickly and efficiently, customers are encouraged to inspect all items upon receipt.

If there are any concerns such as:

  • damage
  • missing items
  • incorrect products
  • visible defects

please notify us within 48 hours of receiving the goods, including photos where possible.

For general product concerns, we appreciate being notified within 14 days to assist with timely assessment.

3. Change of Mind Returns

We understand that project requirements may change.

Change of mind returns may be accepted subject to the following conditions:

  • Request is made within 30 days of delivery or pickup
  • Items are unused, uninstalled, and in original condition
  • Original packaging is intact and suitable for resale
  • Proof of purchase is provided
  • Return is approved prior to sending goods back

A restocking or handling fee (typically 20%–25%) may apply depending on the product type.

Original delivery charges are non-refundable, and return shipping costs are the responsibility of the customer unless otherwise agreed.

4. Non-Returnable Items

Some items are not eligible for change-of-mind returns, including:

  • Special order or non-stock items
  • Custom-made or made-to-order products
  • Clearance or discontinued items
  • Installed or used products
  • Items without original packaging
  • Products that have been altered, modified, or damaged after purchase

For health, hygiene, and safety reasons, we are unable to accept returns on certain sanitary products once they have been opened or installed, including (but not limited to):

  • Toilets and toilet seats
  • Bidet seats and bidet attachments
  • Personal hygiene bathroom products
  • Any sealed sanitary fixtures that have been opened or used

Examples of non-returnable items may also include custom vanities, stone tops, spa baths, and bespoke or made-to-order fittings.

5. Faulty, Damaged or Incorrect Goods

If an item appears to be faulty, damaged, or incorrect, please contact us as soon as possible.

To assist with assessment, please provide:

  • order or invoice number
  • clear photos of the issue
  • a description of the concern

Where possible, items should not be installed or modified before inspection.

If a product is confirmed to have a manufacturing fault, we will arrange an appropriate resolution, which may include repair, replacement, or refund in accordance with Australian Consumer Law.

6. Installation & Responsibility

All products must be installed by a licensed and qualified tradesperson where applicable.

We are not responsible for:

  • installation costs
  • removal or reinstallation costs
  • labour charges
  • delays in project timelines
  • issues arising from incorrect installation

7. Warranty

All products are covered by manufacturer warranties, typically ranging from 1 to 10 years, depending on product type and brand.

Warranty covers manufacturing defects only and does not include damage caused by misuse, improper installation, or normal wear and tear.

8. Return Approval

All returns must be approved prior to return.

We reserve the right to decline returns that do not meet the conditions outlined in this policy or are not returned in resaleable condition.

9. Consumer Rights

Nothing in this policy is intended to exclude or limit rights under Australian Consumer Law.

Where applicable, consumer guarantees will continue to apply.