We want you to be happy with what you buy. If something isn't right — or simply isn't what you needed — here's what you can return, when, and how.
Last updated 15 July 2026
01 Returns eligibility
- Items must be unused, in their original packaging, and resalable in the same condition as received.
- Please include your proof of purchase with the return.
- Custom-sized stone tops, and stone tops with cut tap or waste holes
- Custom-made vanities
- Custom-made shower screens, and nano-coating shower screens
- Smart bidet seats
- Cut-to-size linear grates and shower grates
- Spa baths
02 Return period
- You have 365 days from the date of purchase to start a return for products that are unused and in resalable condition.
- For back-ordered items, the 365 days run from the date you received the item, not the date of purchase.
- Installed items, or items with damaged or missing packaging — see Restocking fees.
- Faulty or defective items — see Damaged or defective items.
03 Restocking fees
Find your situation in the table below.
| Condition of the item | Time since purchase | Restocking fee |
|---|---|---|
| Unused, resalable, original packaging intact | Within 365 days | None |
| Installed but in good working order with all parts, or packaging damaged or missing | Under 3 months | None |
| Installed but in good working order with all parts, or packaging damaged or missing | 3 to 12 months | 15% |
| Installed but in good working order with all parts, or packaging damaged or missing | Over 12 months | Not accepted unless faulty |
| Bulk returns — a single return totalling over $2,000 (including freight cost) | Any | 15% |
Refund method: refunds are processed to the original payment method unless otherwise agreed.
04 Return authorisation & shipping
- Please get authorisation before sending anything back, by completing the Online Return Form.
- You'll receive Return Shipping Instructions by email within 48 hours. Please check your spam folder too.
- Customers are responsible for return shipping costs, unless the return is due to an error on our part.
- Haven't received your instructions? Start a Live Chat (chat icon, bottom right) or email support@myhomeware.com.au.
05 In-store return
You're welcome to bring an item back to our North Rocks warehouse, following the instructions in your Return Instruction Email.
MyHomeware — North Rocks Showroom & Warehouse
Unit E, 21 Loyalty Road, North Rocks NSW 2151
Warehouse hours: Mon–Fri 9:00am–5:00pm · Sat 10:00am–4:00pm
06 Damaged or defective items
- We recommend a qualified plumber or licensed installer fits your items. Installation by an unlicensed person may void the warranty.
- For damaged or defective items, complete the Warranties and Services Form or email aftersales@myhomeware.com.au to arrange a replacement or refund.
07 Exchanges, clearance & policy changes
- Exchanges may be available on certain items. Start a Live Chat or email support@myhomeware.com.au and we'll let you know what's possible.
- Clearance and final sale items are not eligible for change-of-mind refunds. Your rights under the Australian Consumer Law for faulty goods are not affected.
- This policy may change without prior notice. The current version always lives on this page.
Need help? Online Chat is the fastest way
Due to high call volumes, phone waiting times may be longer than usual. Our Online Chat team is available for extended hours and can usually help more quickly with returns, order updates and general questions.
- Live Chat — chat icon, bottom right of your screen · Fastest response
- Returns & after-sales — support@myhomeware.com.au
- Faulty or damaged items — aftersales@myhomeware.com.au
- Pre-sales enquiries — sales@myhomeware.com.au
All enquiries are replied to within 1 business day.
For delivery timeframes and shipping charges, see our Shipping Policy.
