Returns - Kalessi Bathroom and Tiles

At Kalessi Bathroom and Tiles, we strive to offer the finest range of products at competitive prices. The satisfaction of our clients is important to us and we take great care to offer the best service experience. We have free returns and will be happy to exchange goods. Take a look at how it is done!

Returns

We understand that sometimes the product might be damaged in the transit process and we will be happy to deal with your concerns. Whether you have received a faulty product or realise that it is not what you wanted, we will be happy to accept returns. However, to maintain the exacting standards of quality offered, we have a few guidelines that you need to adhere to return a product.
To start with, we encourage you to check a product as soon as you receive it. While the process of returning is simpler if we hear back from you right away, it can be a little complex if you get back after a while. To make it easy for you, we have compiled a list of points that you need to follow:

  • In case you decide to return a product after receiving it, get in touch with us within 2 days and we will be happy to either exchange it for some other product or offer credit that can be used for your next purchase.
  • The credit and exchanges offered include the full value of the product excluding the postage or freight charges. In the event the product is defective, we will return the entire postage or freight charges too.
  • If you don’t like a product, you can only replace or exchange it once. In other words, you cannot change the replacement product to get a return or credit.
  • We strictly adhere to Australian Consumer Law and if a product is defective, we will always resolve the problem for you.
  • If you decide not to have a product, it do es not cover items that have been replaced or installed. The products need to be in an unused condition to be exchanged for instances when you decide not to keep it for reasons other than a defect.

How Do I Return a Product?

  1. To initiate a return, send us an email at sales@kalessi.com.au along with all the details like the invoice and product number.
  2.  Carefully pack the product that has to be returned along with the return shipping label provided along with the order. Make sure to pack the item so that there are no chances of damage during transit. We will be unable to return an item that has been damaged due to inadequate packaging.
  3.  After we receive the product that has to be exchanged, it will be carefully inspected to ensure that the returns policy had been adhered to. We will keep our customers informed about the approval of the return and the initiation of refund/credit or exchange. This process will be completed within 5 days of receiving the item. In case we notice that the returned product does not meet the returns policy, we will give you a call to discuss the same.
  4. For a faster return process, you can consider bringing the product to our showroom. We will inspect it right away and process the return on the spot. We are located at 904-906 Princes Highway, Springvale VIC 3171.

Return Policy

We provide the following three options for any return.

  • We can offer a 110% credit to your account. You have the flexibility to use it within the next 6 months.
  • You can choose to exchange the product right away
  • We can offer a refund for the returned product

Points to Remember When Making a Return

  • We accept returns in adherence to Australian Consumer Law. We will only accept a return if the proof of purchase is provided.
  • A 30-day limitation on all credit is present. We will not issue credits for a product if the proof of purchase is not provided.
  • All products sold from our platform are subject to manufacturers warranty, trading terms and guarantee. 
  • If a product is confirmed as defective by the manufacturer upon return, you can get it replaced for free. 
  • Before we ship any order, we thoroughly check it to ensure that no parts are missing. All items are in brand new condition. We, therefore, request all our buyers to carefully check a product after they receive it. Send us a mail at sales@kalessi.com.au to notify us about any concerns about an order. We will also need evidence of the defect in the form of a photograph.
  • Any claim for return must be made within 2 business days after the delivery. If not, we will consider that the customer has accepted the goods.
  • If a product is boxed and is in perfect condition, you can return it within 14 days and claim a full refund. The cost involved in returning the product will have to be incurred by the buyer.
  • A boxed product that is returned after 14 days will be incurring a 15% restocking charge. The cost involved in returning the product will have to be incurred by the buyer.
  • An unboxed product will incur 20% restocking charge and the cost of returning the product will be incurred by the buyer.
  • We do not accept returns or refunds for products that are custom made. However, if the product is defective, we will initiate the return process.
  • For special orders which includes products that are not stocked by Kalessi Bathroom and Tiles, there will be a 30% restocking charge for a return. However, the supplier needs to accept the return.
  • We encourage our buyers to take care of products while it is with them. We will be unable to process returns for items that are damaged by you.
  • Refunds are only issued after the products have been received by Kalessi Bathroom and Tiles and thoroughly inspected. Refunds are made through the same method in which the purchase was made.
  • In case a product has been installed and you wish to return it, do get in touch with us before getting it removed. We will inspect the item to figure out if the warranty can be availed.
  • A defective item that has been installed will be covered by the original warranty. If the warranty involves a replacement, we will only provide the replacement while additional costs will have to be covered by the buyer.

We have a streamlined returns process in place and encourage all our customers to abide by the above rules to make it an easy and fulfilling experience. For any doubts or concerns, feel free to give us a call.