Quick Guide to the Enrich Home Return/Refund Policy
Easy 14-Day Return Policy
Items must be inspected within 48 hours of receipt. Please ensure your trades check all goods before installation. Report any damages within this 48-hour window. Damage claims submitted after 48 hours cannot be accepted, as we cannot verify when or how the damage occurred or if it was due to a manufacturing fault.
- All returned products must be in original packaging, unused, and uninstalled, with packaging free of writing, scratches, labels, or damage.
To Start a Return:
- Contact us within 14 days of delivery to initiate your return. Email us at sales@enrichhome.com.au with photos of the box and product condition and a description of the item(s).
- Items without original packaging, or with damaged packaging, are not eligible for return. Returns are inspected upon arrival to verify condition and resalability.
- Return shipping is the customer’s responsibility. We do not accept returns of installed or used products.
If approved, a restocking fee of 15-20% (depending on the supplier/brand) and any delivery fees will be deducted from your refund. Refunds may take 2-5 business days to appear in your account, depending on your bank’s processing times.
Change of Mind/Incorrect Orders Return Policy
Goods Not Yet Dispatched:
- Within 24 hours: Cancellation with no fees.
- After 24 hours but before delivery: Cancellation incurs a $25 fee.
Goods Already Dispatched:
- Returns within 14 days of delivery are accepted for brand-new, unused items in original packaging. Shipping fees are non-refundable.
- Damaged or incomplete items, missing parts, or installed items are not eligible for return.
- Approved returns may be brought to our Bayswater North store for inspection. If in perfect condition, a restocking fee of 15-20% and delivery costs will be deducted before issuing your refund.
Note: Some brands/suppliers have specific return periods (e.g., 7 days). This information is provided in the product description.
If you need Enrich Home to collect items, additional pick-up fees apply.
Returns After 14 Days (up to 30 days)
Returns after 14-30 days are accepted only for Enrich Home-brand items and will incur a 30% restocking fee. Items must be in original packaging, unused, and returned to our Bayswater North store. This policy excludes supplier or other brand products.
Damaged Items on Arrival
Items must be checked within 48 hours of receipt. It is essential that trades inspect items prior to installation. Notify the delivery driver if items appear damaged, and contact us within 48 hours with photos to report any issues.
Goods handled by trades or stored on construction sites are not eligible for claims if damage is reported after 48 hours. Damaged goods post-installation are not covered by Enrich Home or our suppliers. Manufacturing defects may be covered under warranty if correctly installed by a licensed plumber.
Missing or Incorrect Items
Please contact us within 48 hours if you receive incorrect or missing items. If the error is ours, we will cover return costs. For changes of mind or incorrect orders, return shipping costs are the customer’s responsibility.
Non-Returnable Goods
- Installed items
- Items not in original, resalable condition
- Opened shower screens or bases
- Custom or specialty-manufactured products
- Clearance/display items
- Stone tops drilled as per customer instructions
- Non-stocked products
- Goods missing packaging or parts
- Commercial quantities or project orders
Refunds
Refunds will be processed after returned goods arrive at our Enrich Home warehouse and pass inspection. Approved refunds will be processed to your original payment method within 5 business days. Bank processing times may vary.
For additional questions, please email sales@enrichhome.com.au.