How to Report an Issue
To ensure a fast resolution, please choose the category that best describes your problem:
Damage Upon Delivery (Transit Damage)
Requirement: Must be reported within 48 hours of receiving the goods.
Instruction: Do not install the item. Please take clear photos of the damaged product and the external packaging (including the shipping label).
Missing Items or Parts
Instruction: Please check all boxes and packaging materials (some small parts like handles or pop-up wastes may be tucked into corners). If something is still missing, let us know immediately.
Faulty Product (Warranty Claim)
Instruction: If your product is not functioning correctly, please provide a description of the fault and, if possible, a short video demonstrating the issue.
Wrong Item Received
Instruction: If you received a different model, color, or size than what you ordered, please keep the item in its original packaging and contact us for an exchange.
Submit Your Report
Please email [email protected] with the following information:
- Order Number
- Customer Name: [your name]
- Contact Number: [your number]
- Detailed Description: [Please describe the issue you encountered in detail.]
- Attachments: [Please attach photo or video evidence]
Our team will review your report and respond within 24-48 business hours.
Important Reminders for Renovation Projects
Do Not Install
If you notice a defect or damage, DO NOT proceed with the installation. We cannot offer full replacements or refunds for items that have been installed or modified.
Licensed Plumbers
For functional faults with tapware or toilets, we may require a copy of the Licensed Plumber's invoice or certificate to process a warranty claim with the manufacturer.
Contact Support
If your issue is urgent, you can also reach us :
Phone : (02) 8090 8111
Mobile: +614 14 14 93 93 ( SMS & Whatsapp )
Showroom and Warehouse address : Unit 23, 51 Nelson Road, Yenora, New South Wales, 2161, NSW