Refund Policy - Toilefy Australia

Our Commitment

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At Toilefy, we want you to be completely satisfied with your purchase. We have designed this policy to be fair, transparent, and compliant with Australian consumer law. If something isn't right, we encourage you to reach out to us — we will always do our best to find a reasonable resolution.

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This policy applies to products purchased directly through the Toilefy website. For products purchased through third-party retailers, please contact that retailer directly.

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Australian Consumer Law (ACL)

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Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law. Where there is any inconsistency, the ACL prevails.

Change of Mind Returns
 

We offer a 30-day change of mind return policy for eligible products. To qualify, the following conditions must all be met at the time we receive the return:
 

• The return is initiated within 30 days of the delivery date.

• The product is unused and in its original, unaltered condition.

• The product is in its original packaging, with all accessories, manuals, and components included.

• The product has not been opened, installed, or connected to any water supply.

• Proof of purchase (order number or receipt) is provided.
   

Return postage costs for change of mind returns are at the customer's expense. We recommend using a track able shipping method, as Toilefy is not responsible for parcels lost in return transit.
 

Once we receive and inspect the returned item, we will process a full refund of the product purchase price to your original payment method within 5–7 business days. Original shipping charges are non-refundable for change of mind returns.

Faulty or Incorrect Items
 

If your product is faulty, defective, or not as described, or if you received the wrong item, you are entitled to a remedy under the Australian Consumer Law. Please contact us within 30 days of receiving the item.
 

Depending on the nature and severity of the fault, we will offer one of the following:

• Replacement — a new unit of the same product dispatched to you at no cost.

• Repair — where a repair is reasonable and practical.

• Full refund — including the original shipping cost, returned to your original payment method.
   

For major failures (where the product is unsafe, significantly different from its description, or cannot be repaired within a reasonable time), you may choose between a full refund or a replacement. We will cover all return postage costs for faulty or incorrect items.
 

Faults caused by misuse, accidental damage, unauthorized modifications, or installation by an unlicensed person are not covered under this policy or the product warranty.
 

Hygiene & Opened Products
 

Due to the nature of our products, we are unable to accept returns for change of mind on items that have been opened, used, or installed — unless the product is faulty. This is consistent with standard hygiene product exemptions under consumer law.
 

Eligible for return
 

• Sealed, unopened product

• Unused, original packaging intact

• Returned within 30 days

• Faulty product (any condition)

• Incorrect item sent by us
   

Not eligible for return
 

• Opened or unsealed packaging

• Installed or connected to water

• Used or showing signs of use

• Returned after 30 days (change of mind)

• Damage caused by misuse
   

Installation Services
 

Installation services are arranged between you and an independent licensed professional connected through the Toilefy platform. As Toilefy is not a party to the installation contract, the following applies:

• Installer booking fees or service fees paid directly to a professional are not refundable through Toilefy.

• Any dispute regarding the quality or outcome of installation work must be raised directly with the installer in the first instance.

• If an installer fails to attend a confirmed appointment without reasonable notice, please contact us and we will assist in facilitating a resolution or rebooking.

• Toilefy facilitation fees (if charged at the time of booking) may be refunded at our discretion where a booking cannot be fulfilled due to no fault of the customer.
   

If an installer causes damage to your property, this is a matter between you and the installer (and potentially their insurer). We recommend confirming that your installer holds appropriate public liability insurance before work begins.

Damaged in Transit
 

If your order arrives visibly damaged, please take the following steps:
 

• Photograph the outer packaging before opening it fully.

• Photograph the damaged product once unpacked.

• Contact us at info@toilefy.com.au within 7 days of delivery, attaching the photos and your order number.
   

We will arrange a replacement or full refund as quickly as possible. You will not be required to return a damaged item unless we specifically request it, in which case we will cover all return postage costs.
 

How To Request a Refund
 

Follow these steps to submit a return or refund request:

1 - Contact us by email

Email info@toilefy.com.au with your order number, the reason for your return, and any supporting photos if applicable.

2 - Await approval

We will review your request and respond within 2 business days to confirm eligibility and provide return instructions.

3 - Return the item

If a return is required, securely package the item and send it to the address provided in our approval email. Use a track-able method for change of mind returns.

4 - Receive your refund or replacement

Once we receive and inspect the item, your refund will be processed within 5–7 business days, or a replacement dispatched promptly.

Please do not send items back without first contacting us. Unrequested returns may not be processed and could be returned to sender.

Refund Processing
 

Approved refunds are issued to your original payment method. Please allow the following time-frames after we confirm your refund:
 

• Credit or debit card — 5–7 business days (depending on your bank or card issuer).

• PayPal or digital wallet — 3–5 business days.

• Buy Now Pay Later (e.g. Afterpay, Zip) — refunds are processed through the relevant provider and may take up to 7 business days. Outstanding instalments may still be due until the refund is confirmed by the provider.
   

We are unable to refund to a different payment method than the one used at checkout. If your original payment method is no longer active, please contact us and we will work with you to arrange an alternative.

 

Contact Us

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For all refund and return enquiries, please reach out to our team:

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Toilefy Group PTY LTD
Email: info@toilefy.com.au
Website: www.toilefy.com.au

We aim to respond to all refund enquiries within 2 business days.