Rock Bathroom

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Shopping Policy

Rock Bathroom Delivery/Returns/Refund Policy

Standard Delivery

3 – 7 Business Days for Metro Areas (ALL STATES).

7 – 15 Business Days for Regional Areas (ALL STATES).

Missed Delivery

If the recipient is unavailable during the agreed delivery time, causing a missed delivery, an additional re-delivery fee may be applied. Customers are urged to ensure their presence or that of an authorized representative at the delivery location to avoid extra charges. Any additional fees will be communicated and agreed upon before the second delivery attempt.

Additional charges may apply under certain circumstances, in addition to the base delivery fees. Special conditions include but are not limited to:

Elevator/stair delivery: If stairs are required or if the location is not directly accessible by elevator, additional labor and time costs may apply.

Difficult delivery locations: If the delivery location is challenging to reach or requires more than one person for safe delivery, extra resources may be needed.

Please note that these circumstances will result in additional delivery fees. Charges will be assessed on a case-by-case basis and, if applicable, billed separately to the customer in a supplementary invoice. We appreciate your understanding and cooperation on these matters.

Pickup

Upon receiving an order, we will process it promptly. When your order is ready for collection, you’ll receive an email notification with the Booking number and details for pickup.

Order Processing and Delays

After completing an order on our website, you’ll receive a system-generated Order Confirmation Email.

Once the order is shipped, a Notification with tracking information will be sent for your reference.

Order processing: Please allow 0-3 days processing time before your parcel is sent, usually within the first 24hrs.

Approximate delivery timeframe: Standard shipping time is 3 – 7 business days in metro areas (all states) and 7 – 15 business days in regional areas (all states). Actual delivery time depends on the courier handling your parcel.

*Please Note:

All orders will be processed and sent as soon as possible after receipt. Timeframe estimates account only for Business Days. We strive to ensure delivery within the estimated time, excluding delays outside our control. Factors like public holidays and peak delivery times may cause delays. During Christmas and sale periods, allow extra time for parcels to arrive. While we aim to dispatch orders promptly, increased order volumes may marginally extend delivery timeframes.

Couriers have limitations, and for certain remote areas, deliveries may be to a local depot or Australia Post office, with notification for parcel collection.

Due to stock updates and high demand for some products, items shown as available may unexpectedly run out of stock after your order is placed.

If your order was successfully placed, but an item is out of stock, we’ll notify you via email with the following options:

Cancel backorder items: Remove backorder items and send available products first.

Cancel the entire order: Cancel the order for immediate store credit or a money refund.

Wait for replenishment: Choose to wait for the backordered item to restock.

Returns & Refund Policy

  1. You may return products for a refund if they are:

(1) Deemed faulty,

(2) Damaged,

(3) Have missing parts,

(4) Incorrect product/s were sent to you in error

(5) Due to reasons like the product not fitting, change of mind, product no longer required, or unsuitability, etc.

Products being returned must be in resalable condition, with original packaging intact. Include proof of purchase with the return.

  1. Contact our Sales Support team via Email @ sales@rockbathroom regarding a return, or use Online Chat, Phone, or complete and forward the Online Return Form.
  1. Return/Exchange is flexible depending on the product status.

3.1 Products in Unused and Resalable Condition:

You have 365 days to return your purchase for a full refund, as long as the product is in original condition, no writing or damage to the packaging, uninstalled, and in resalable condition. Contact us within 1 year of receipt for the return/exchange process.

3.2 Product has been installed, still in OK condition, comes with all parts.

1-3 Months: Return for a refund with NO ‘Restocking fee’.

3-12 Months: Accept returns. A 15% ‘Restocking fee’ applies, and the team will refund less than 15% restocking fee.

Over 12 months: Return and refund NOT accepted unless the product is defective.

Note: Days are counted from the original date of purchase, or, for any backordered items, from the date items were received.

  1. Rock Bathroom is not liable for any incidental, indirect, consequential, or damages of any nature resulting from the sale of the products.
  1. Warning:

5.1 Custom orders and Special orders are NOT RETURNABLE and CANNOT BE CANCELLED for any reason once placed due to the custom and made-to-order processes involved.

Custom orders/items include, but are not limited to, stone top with cut tap/waste hole(s); custom made vanity/stone top; custom made shower screen; smart bidet seat; custom cut to size shower grates, etc.

5.2 Some restrictions apply to bulk orders/deliveries. If the total return amount is over $4000, including freight cost, a 15% Restocking Fee will be applied, and the refund will be made after deducting the restocking fee.