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Refund policy

1. Change of Mind Returns (Eligible Items)

We accept change of mind returns on eligible products within 30 days of delivery, provided:

  • Item is unused, uninstalled and undamaged
  • All original packaging is intact (including skids/pallets if supplied)
  • Proof of purchase is provided
  • Return shipping is arranged and paid by the customer

Once the product is received and inspected, we will process your refund back to the original payment method. Please note there is a restocking fee of up to 25% for change of mind returns to cover administrative overheads, inspection, repackaging and warehousing costs.

2. Items That Cannot Be Returned (No Exceptions)

Some products are custom-made, special order, or too fragile to be resold - therefore they cannot be returned once your order is confirmed.

No Returns / No Refunds on:

  • Vanity Units, Mirrors & Shaving Cabinets
  • Baths
  • Custom or Made-to-Order Items
  • Stones
  • Clearance / Final Sale Items
  • Commercial / Project Quantities

3. Packaging Condition

To qualify for a return:

  • Packaging must be complete and undamaged
  • Original pallet or skid must be included if supplied

  • Items with ripped, crushed, water-damaged or missing packaging are not returnable

4. Damaged or Faulty Items (Transit Insurance)

To make a claim for damage on delivery, you must inspect your order and notify us within 24 hours of delivery.

Report damage by email to customercare@millanobathrooms.com.au

Include:

  • Photos of both the item and packaging
  • Your order number

  • A brief description of the issue

If fragile products (baths, vanities, toilets, basins, ceramics) are reported after 24 hours, courier insurance may be voided and replacement may not be approved.

5. Refund Process

Once your return arrives at our warehouse:

  1. It will be inspected for eligibility and condition
  2. You will receive an email confirming approval or rejection

  3. Approved refunds are processed to the original payment method

Please allow 3–5 business days for bank processing.

6. Exchange Policy

Exchanges are available only for items that arrive damaged or faulty.

For change of mind, the standard returns process applies.

7. Return Shipping

  • Customer is responsible for return freight on change of mind returns
  • We recommend a tracked & insured courier

  • Millano Bathrooms is not liable for lost or damaged return freight

8. Other

  • To ensure the correct goods are purchased, and avoid returns, please check specifications with your tradesperson prior to placing your order, including any measurements for cut-out.
  • Where there is a change of mind about a purchase, Millano Bathrooms is not obligated to accept returns or provide refunds and these returns will not be accepted without our express approval.
  • Any remedy for a change of mind purchase is at Millano Bathroom's absolute discretion and will not be offered for customized, custom-made or custom-cuts.
  • Any returns must be made within 30 days in their original, unused, undamaged and resaleable condition, including the packaging.
  • A re-stocking fee of up to 25% will apply for change of mind returns. Subject to Australian Consumer Law, customers may be required to pay for amounts Millano Bathrooms incur as a result of the cancellation or return (for example, handling/transport costs and/or any restocking fee charged by our supplier).
  • Millano Bathrooms reserves the right to cancel any order, in full or part, where: (i) after order confirmation, we become aware of shortages, delays, out of stocks for an unreasonable period of time or out of stock, and when there is a price increase when the product is back in stock; (ii) there has been a genuine pricing or product description error by us; (iii) there has been no payment made.

Need Help?

Our customer care team is here to help with return questions before you purchase:

📩 customercare@millanobathrooms.com.au