Refund policy

Design 10 is not required to but will provide a refund or replacement if you change your mind within 30 days of purchase (some exclusions apply). Please refer to the ‘Change of Mind?’ section below for details of applicable return fees and options available for returns made beyond the initial 30-day period. 

• Has a problem that would have stopped someone from buying that product if they had known about it;
• Is unsafe;
• Is significantly different from any sample or description provided or
• Doesn’t do what Design 10 said it would or what you specifically asked for and can’t be easily fixed.

Alternatively, you can choose to keep the product, and Design 10 will compensate you for any drop in value.

If the problem is not major, Design 10 will repair the product within a reasonable time. If it is not repaired in a reasonable time, or not able to be repaired, you can choose a refund or replacement.

It is your responsibility to ensure the product is free of defects and check all the parts before installation to ensure they are in working condition. Please inspect all products within 24 hours of delivery for any defects.

Please keep proof of purchase, such as payment confirmation or a receipt.

The method of refund will be the same as the method of payment.

Change of mind?  

For goods yet to be dispatched or delivered no return fee will be applied if you change your mind prior to the order being dispatched (some exclusions apply). 

For dispatched or delivered goods:

• If your goods have been delivered, remain unopened, and are in the condition received, they may be returned within 30 days. However, you'll receive a refund minus a 20% restocking fee, the original shipping cost, and a return shipping fee to cover the return's expense.
• For items returned beyond 30 days, you will receive a store credit. This will be reduced by the depreciated value of the product, the original shipping cost, and a return shipping fee to cover the return's cost. The goods should be in a saleable condition.

Damaged or Faulty Goods  

Please notify the driver immediately if you observe any damage to your goods during delivery. We encourage you to look over the goods when they arrive, and if any visible damage is evident, please let the driver know as soon as possible.  

If any damage is noticed within 24 hours of delivery, please get in touch with our Customer Care team.   

Our team can help you by emailing photographs for damage assessment. Given the potential for goods to be stored at construction sites or handled by tradespeople, we can't accept damage claims after 24 hours of delivery as we can't ascertain the cause or timing of the damage.

Exclusions  

Our returns policy does not cover any custom-made or made-to-order products. This exclusion applies to custom tapware and accessories, vanities, doors, timber flooring, mirrors and shaving cabinets, concrete basins, and spa baths.  

Please note that our 'Change of Mind' policy does not apply to products purchased during a promotional period.

A 'promotional period' includes any transaction where a financial incentive was applied, including but not limited to:

• Discount codes (automatic or user-applied)
• Site-wide sales (e.g., End of Financial Year EOFY, Black Friday)
• Bundle deals
• Clearance items

Disclaimers  

Design 10 retains the right to cancel any order and issue a full refund if the product is unavailable, unfit for sale, incorrectly priced or described, or out of stock.  

While the goods are in your possession, they are your responsibility. If they are damaged, we won't be able to offer a refund or exchange.  

A return will begin once we receive your photographs of the goods. This lets us verify their condition before pickup and assume responsibility for any transit damage.  

We cannot accept returns once you've attempted to install or use the product.  

Our team must inspect all refunds and returns before a new product is dispatched or a refund is issued. 

Last updated: November 2024