Returns & refunds

This policy applies to purchases from JS Supply Co. It explains how to request help with faulty, damaged, incorrect or unsuitable goods, including large bathroom fittings, kitchen cabinetry, laundry products and flooring. Read it with your order, any agreed product-specific terms and our consumer guarantees information.

Nothing in this policy removes a right or remedy that Australian Consumer Law does not permit us to exclude. Sale, clearance, custom-made and installed goods are not automatically excluded from those rights.

Contact us through customer support with your order reference, the affected item and what has happened. If convenient, include the model or SKU, when you noticed the issue and clear photographs of the product and packaging. Tell us immediately if there is a leak, electrical fault, sharp edge or other safety concern. Stop using an unsafe item; do not attempt a repair yourself.

Prompt reporting helps us investigate delivery damage and organise assistance. It is not a blanket deadline that extinguishes your consumer rights. Signing for delivery does not, by itself, waive rights concerning damage or defects that were not apparent on arrival.

We may assess the issue before deciding the appropriate remedy. A major product failure gives you the choice of refund or replacement; you may instead keep the goods and seek compensation for their reduced value. For a repairable minor failure, we can arrange a free repair within a reasonable time. If that does not happen, further remedies may be available. You may also be entitled to compensation for reasonably foreseeable loss caused by the failure.

We will discuss practical next steps with you rather than require you to resolve a consumer-guarantee claim directly with our supplier.

An order number, receipt or other reasonable evidence of purchase helps us locate your transaction. Tell us if you cannot find the original receipt so we can discuss other evidence. Original packaging is not a condition of a faulty-goods claim.

Keep packaging where practical to protect fragile goods during transport. If it is unavailable, tell us before dispatch so we can agree a safe way to pack or collect the item. Do not send a basin, mirror, stone top or cabinet loose in a standard parcel.

For faulty goods that are large, heavy or difficult to remove, we are responsible for reasonable collection or return arrangements as required by law. If a fault is confirmed, reasonable return costs you have paid are reimbursable. Keep receipts. If an assessment finds no product problem, collection or inspection charges can only be sought consistently with the law and after a reasonable cost estimate has been given before collection.

Contact us before booking freight or removing an installed item. Tell us about access, stairs and any urgent need to isolate water or electricity. This coordination request does not make urgent safety measures or statutory remedies conditional on our advance permission.

Consumer guarantees do not generally provide a return right simply because you change your mind. Any additional change-of-mind offer and its eligibility, time limits, return freight and condition requirements must be disclosed for your purchase before you order. A voluntary offer does not limit faulty-goods remedies. Contact us to check whether an offer applies before sending an item back.

Check dimensions, openings, plumbing positions, finish, handedness and quantities carefully. If you relied on our description or advice and the supplied goods do not match it, tell us: that is different from simply selecting the wrong size yourself.

Before accepting a custom quotation, review the approved drawings, dimensions, finishes, inclusions, deposit schedule, proposed production timing and any cancellation terms. A change after approval may require a revised quotation. We will explain the proposed change and cost for agreement.

Customisation does not remove consumer guarantees. A made-to-order cabinet that does not match the agreed specification, or a defective cut-to-size product, must not be treated as a change-of-mind request merely because it was customised.

Identify the individual affected items if your order contains a room bundle. We will consider the remedy for those items and any effect on the rest of the purchase under applicable law. A missing component is not resolved by describing it as a styling accessory if it was included in your agreed order.

For flooring, keep the batch references and details of packs already installed. Do not install visibly damaged or incorrect boards. An opened pack is not automatically ineligible for a defect claim; voluntary returns of unused surplus packs depend on the offer made for that purchase.

Where a refund is due, it is not replaced with compulsory store credit. Refunds normally use the original payment method unless we agree another method with you. We will confirm the approved amount and processing step; the time your payment provider takes to show the funds can vary.

If you need an update or disagree with a decision, use our complaints route and include the order and earlier correspondence. You can also approach your state or territory consumer protection agency. The ACCC consumer-help directory explains the available agencies; the ACCC does not resolve individual disputes.