Kohler Framed In-Wall Cistern and Carrier System for Veil Intelligent Toilet Pans

MyHomeware Delivery/Returns/Refund Policy

Standard Delivery

2 - 7 Business Days for Metro Area's (ALL STATES).
7 - 15 Business Days for Regional Area's (ALL STATES).

Missed Delivery

If a scheduled delivery is missed due to the recipient not being available at the designated location during the agreed delivery time, an additional re-delivery fee may be applied. We kindly ask our customers to ensure they or an authorized representative are present at the delivery location at the specified time to avoid these additional costs. Any extra charges will be communicated and agreed upon prior to the second attempt of delivery.

Additional charges may apply under certain circumstances in addition to the base delivery fees. These special conditions include but are not limited to:
Elevator/stair delivery: If the delivery location requires the use of stairs, or if the location is not directly accessible by elevator, this will increase labor and time costs.
Difficult delivery locations: If the delivery location is particularly hard to reach, or if it requires more than one person to safely deliver the goods, this will require additional resources.
Please note that these circumstances will result in extra delivery fees. These charges will be evaluated on a case-by-case basis and, if applicable, will be billed separately to the customer in a supplementary invoice. We appreciate your understanding and cooperation on these matters.

Pick up

Once order received, we will process and get the order ready for you ASAP. When your order is ready for collection, we'll send you an email notification, with the Booking number and all the details, so you may come and collect in time.

Order Processing and Delays

After you have completed your order through our website, you’ll receive a system generated Order Confirmation Email.

Once the order has been shipped, we'll send you a Notification with the tracking information for your reference.

Order processing: Please allow 0-3 days processing time before your parcel is sent. In most cases it will be within the first 24hrs as we aim to get every order off as soon as possible.

Approximate delivery timeframe: After order has been shipped, standard shipping time normally take up to 2 - 7 business days in metro areas (all states), and 7 - 15 business days in regional areas (all states). The actual delivery time will depend on the courier that carries your parcel.

*Please Note:

All orders will be processed and sent as soon as possible after received. The Timeframe estimates from when the parcel is sent and only account for Business Days. We will do our best to ensure delivery within estimated delivery time, these do not include delays that outside our control. Factors such as public holidays and peak delivery times might cause delays. During Christmas and sale periods please allow extra time for your parcels to arrive. We aim to get your orders out ASAP, as we know how important it is to receive your items promptly. Please know that not always, but in some instances the volume of orders we receive may increase the delivery timeframe marginally.

There are limitations on all courier networks and for some remote delivery areas, the couriers will not deliver to door. In these cases, they will deliver to a local depot or to the local Australia Post office and you will be notified to collect your parcels.

Due to stock list updates and a high volume of demand for many products, there are times that the items you wish to purchase may show available but suddenly run out of stock just after you placed the order.

If your order was successfully placed, but the item turns out to be no stock, we will notify you via email with the following options:

• Cancel back order items: We will remove the back order (BO) items and send outthe available products to you first.
• Cancel the entire order: We will cancel the entire order from that warehouse for immediate store credit or a money refund.
• Wait for Replenishment: You may choose to wait for the BK item to restock.

Returns & Refund Policy

1.You are welcome to return products for a refund if they are;

(1) Deemed faulty,

(2) Damaged,

(3) Have missing parts,

(4) Incorrect product/s were sent to you in error

(5) Due to the following reasons, including but not limited to; product does not fit, change of mind, product is no longer required, or is unsuitable etc.

Products being returned need to be in a resalable condition; with original packaging intact. Please include your proof of purchase with the return of goods.

2.Customers can contact our Sales Support team via Email sales@myhomeware.com.au, or support@myhomeware.com.au;regarding a return, or make contact via Online Chat, Phone, or simply complete and forward the Online Return Form.

3.Return/Exchange is flexible depending on the status of the product/s.

3.1  Products in Unused and Resalable Condition:

You have 365 days to return your purchase for a full refund, as long as the product is in original condition, no writing or damage to the packaging, uninstalled and resalable condition. Feel free to contact us within 1 year of receipt regarding the return, the team will reply and advise the return/exchange process.

3.2  Product has been installed, however still in OK condition, Come with all parts. 

1-3 Months: Can return for refund, NO 'Restocking fee' will apply.

3-12 Months: Accept returns. A 15% 'Restocking fee' will apply and the team will refund less than 15% restocking fee.

Over 12 months: Return and Refund WILL NOT be accepted unless the product is deemed defective.

Please Note: Days should be counted from the original date of purchase, or, for any back ordered items from the date item/s were received.

4.MyHomeware is not liable for any incidental, indirect, consequential, or damages of any nature and from the sale of the products

5.Warning:

5.1  Custom orders and Special orders are NOT RETURNABLE and CANNOT BE CANCELLED for any reason once placed due to the custom and made to order processes involved.

• Custom orders/items including but not limit to, stone top with cut tap/waste hole(s); custom made vanity/stone top; custom made shower screen; smart bidet seat; custom cut to size shower grates etc...

5.2  Some restrictions will apply to bulk orders/deliveries. If the total return amount is Over $5000 including freight cost, 15% Restocking Fee will be applied accordingly, refund will be made after deducting 15% restocking fee.