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Returns & Exchanges

We understand sometimes things don't go to plan, so we giveyou up to 30 days to exchange or return boxed items.

Damaged or Faulty Goods - 24 Hours to Report

Please check all goods once they arrive at your house. Contact us or the delivery driver if you find any harm to the products within 24 hours of receiving the delivery. To inspect the damage, our team will work with you to get photos sent by email. 

As goods can be stored on construction sites or moved by your trades, we cannot consider damage claims beyond this 24-hour span as we cannot determine when or how the damage happened. It is necessary that your trades inspect products before installation. Xaygun or our suppliers will not be responsible for goods damaged during or after installation. 

Goods found to be defective because of manufacturing defects are protected by product warranties and are typically treated by the supplier of the product who offers support for goods correctly installed by a plumber after sales service. Usually, on the product warranty cards or their website, you can find the manufacturers' details or contact our team and we will help you get this sorted.   

Change of mind or made a mistake?   

These things tend to happen; we're trying to make the utmost effort to make a replacement product or refund easier. Please contact our team on (03) 9101 7908 and we will arrange the collection and return of your products. 

Goods that have been delivered   

If your goods have been shipped but are still packaged and unopened, you can return them within 30 days for a full refund minus the original shipping cost and a return shipping charge to cover the return cost. For return shipping fees, please refer to our standard delivery rates here (link to delivery information page) 

Due to the breakable nature of our products, all returns must be in original packaging including the delivery skid or pallet. Due to the size and risk of damage, our drivers cannot pick up a vanity, bath, or toilet unless it is in the original packaging, skid and wrapping. We do not allow products that do not have their original packaging or the packaging that contains the shipping skid or pallet is damaged. 

You can also return goods in person to our Melbourne Warehouse to avoid return fees. In this instance, only the original shipping cost will still be deducted from the refund sum.    

Goods that cannot be returned    
Custom Vanity Units, Mirrors & Shaving Cabinets: If these are made to order, they cannot be returned or refunded until requirements and specifications are verified and confirmed. 

You will be informed before you buy any personalised, non-stocked or exclusive items. 

Goods with damaged or missing packaging: Unfortunately, as they cannot be safely returned and are not suitable for re-sale, we cannot accept products with missing or damaged packaging. 

Commercial quantities or project orders - Unfortunately, we do not allow returns on commercial quantity orders due to the necessary inventory commitment. Returns may be possible in some cases, but a restocking fee will be charged. 
General Returning Conditions    

While the goods are in your hands, they are your responsibility. We will not be able to offer a refund or replacement if the goods are damaged. 

A return will not be booked until photos are provided to Xaygun so that we can see the condition of the products before they are collected by the courier. It ensures any harm that happens in transit, is our responsibility, not yours. 

After you have decided to install or use the product, we are not able to allow returns of any sort. Before a new product is shipped or a refund is made, all refunds and returns need to be reviewed by a member of our team. 

With any questions about returns & exchanges, please contact us as soon as possible 

Phone: (03) 9101 7908