Returns & Exchange Policy

Last Updated: 6 December, 2024

We want you to be completely satisfied with your purchase. If you’re not, you may be able to return your items for a refund, store credit, or exchange, depending on the circumstances. Please review our policy below for details.

General Return Conditions

While goods are in your possession, you are responsible for keeping them in their original condition. We cannot provide refunds or exchanges for damaged items.
A return will only be arranged once photos of the goods are sent to Place and Palette. This ensures that any damage during transit is our responsibility.
Returns will not be accepted for any items that have been used or installed.
All returned items are inspected by our team before refunds or replacements are processed.
Goods must be in their original packaging, unused, uninstalled, and accompanied by proof of purchase. If these conditions are met, a refund will be processed, less delivery costs.
Inspect your goods upon delivery and notify us within 24 hours of any damage. If there is no communication within this period, the product is deemed to be in good order.
Products that arrive defective or damaged will be replaced as soon as possible.
Returns are only accepted at Place and Palette's discretion, and with their prior approval.

Returns and Exclusions

Items That Cannot Be Returned

Custom-made, made-to-order, semi-custom, or discontinued items.
Clearance products.
Goods with missing or damaged packaging.
Goods that have previously been installed.
Commercial quantities or bulk project orders (unless pre-approved; restocking fees apply).

Change of Mind Returns

Change-of-mind returns are only accepted at Place and Palette's discretion, and also relies on the manufacturer accepting the return.
Goods still boxed and in original condition may be eligible for return within 30 days for a refund or up to 60 days for store credit.
Important: Some manufacturers do not accept change-of-mind returns. Please check the product page or contact us for clarification before making a return.
Exchanges are not offered. To exchange an item, return it for a refund and place a new order.

Where you have an Eligible Returns

Items must be returned within 30 days of dispatch for a refund (less original shipping and return fees).
Items returned within 31–60 days are eligible for store credit only, less applicable fees.
Returned items must be unused, in original condition, and include undamaged packaging (e.g., skids, pallets, wrapping).

Place and Palette will inspect goods returned prior to providing the refund or store credit.

Returns Fees (Eligible Returns Only)

Small items (e.g., tapware, showers, accessories): the return freight cost.
Medium-sized items (e.g., basins, sinks, toilets): $80 or the return freight cost, whichever is greater.
Large items (e.g., baths): $220 or the return freight cost, whichever is greater. Items must include original packaging, skids, and wrapping.
Tiles, flooring, stone baths, and drop-ship items: Store credit only, subject to a 25% restocking fee and return freight charges.

Please note restocking fees may apply if charged by our supplier.

For returns, please contact our team to acquire a return address.

Damaged or Faulty Goods

Report any visible damage to the delivery driver at the time of delivery.
Inspect your goods as soon as they arrive and report damage within 24 hours by contacting us and providing photos. Damage claims cannot be accepted after 24 hours.
Goods damaged during or after installation are not the responsibility of Place and Palette or our suppliers. Ensure your trades inspect goods before installation.
Any product that arrives defective or damaged will be replaced as soon as possible.
Faulty goods caused by manufacturing defects are covered by product warranties. Most claims are handled by the manufacturer. If you need assistance, contact our team.

How to Return

Contact us at returns@placeandpalette.com.au to request a Return Merchandise Authorisation (RMA) number.
Provide photos of the goods to confirm their condition before courier collection.
Securely pack items in their original packaging, including any required skids or pallets.
Ship the item using a trackable method. Customers are responsible for return shipping costs.

Refunds

Once we receive and inspect your return, a refund or store credit will be processed.
Allow up to 10 days for processing after we receive the item. Refunds may take 1–2 billing cycles to appear, depending on your payment provider.

Questions

For any questions about returns or exchanges, please contact us at returns@placeandpalette.com.au.