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Refunds & Returns
Faulty Goods
Reporting Faulty Items
Faults must be reported without undue delay and in any event within seven days from the date of delivery. After this seven-day period, we will not be responsible for faulty items.
Once a fault has been reported, you should not use or operate the product to prevent further damage occurring. Contact our support team immediately with your order number and detailed description of the fault.
Damaged items must be reported as soon as possible and before installation. Once a product has been installed, it will be classified as accepted as good stock, and we will not arrange replacements.
Defects are dealt with on a case-by-case basis and we will require evidence of the fault to investigate and process your claim.
Inspection & Credit Process
For bathroom products: Faulty items are inspected by us. A credit for the purchase price will only be issued, in part or full, following inspection and where we reasonably agree that the product is faulty.
For sinks and taps: Faulty items are returned to the manufacturer for inspection. Credit will only be issued, in part or full, as agreed by the manufacturer.
For kitchen products: Faulty items follow the same manufacturer-inspection route. Kitchen products that are already installed will be inspected before a replacement product or credit is agreed.
General Returns
30-Day Return Window
For damaged items: Must be returned within 7 days of delivery.
For surplus/unwanted items: Products must be returned within 30 days of their original delivery. Returns must be in their original packaging and in a re-saleable condition. We may request photographs of the proposed returned products to confirm condition before processing the return.
Special order items are non-returnable.
Conditions for Return
- Product must be unused and in original condition
- Original packaging must be intact and undamaged
- Product must be in a re-saleable condition
- All original documentation and accessories must be included
How to Initiate a Return
- Contact our support team with your order number and reason for return
- We will provide a prepaid shipping label and return instructions
- Ship the item back to us in its original packaging
- Once received and inspected, refunds are processed within 5-7 business days
Warranty & Guarantee Periods
Prima/Prima+ Appliances
5-Year Parts / 2-Year Labour Guarantee backed by PrimaCare
- Years 1-2: Full coverage of parts and labour costs
- Years 3-5: Parts only covered (labour costs must be paid)
- Repairs must be carried out by a Primacare engineer
- Registration required: Must be registered within 30 days of purchase
Note: Coverage terms may vary by model. Please confirm against your specific guarantee card.
Other Brands
For all other brands we distribute (VitrA, Fisher & Paykel, Teka, RefleXion, Bathrooms to Love, etc.), the warranty is the manufacturer’s own and varies widely. Typical coverage includes 1–2 years on appliances, but much longer guarantees on items like shower enclosures and furniture. Exact terms depend on the specific product and brand.
What Warranty Covers
Warranties cover manufacturing defects and faults under normal use.
Typical Exclusions:
- Misuse or abuse of the product
- Accidental or installation damage
- Normal wear and tear
- Consumable items
Coverage is typically conditional on product registration and repairs being done by the approved service network. Faults must be reported promptly, and the item should not be used once a fault is known.
Questions About Returns?
Our support team is here to help. Contact us anytime with questions about our returns policy or warranty coverage.
