1300 132 514

Return & Exchange

Purchase in confidence
RETURN AND EXCHANGE - 5 DAYS REFUND GUARANTEE!

Can I get a refund?
  • If we are notified within 5 days of you receiving the items & If it is in the original packaging/condition.
  • If you notify us outside of these 5 days we will credit or exchange the amount of your order only.
  • Only Stock products can/will be refunded. Pre ordered products are eligible for an exchange or credit only.

The product costs only - No delivery charges will be refunded.

How do I return my products?
  • You wish to return an item to us, all we ask is that you contact our customer service team on 1300 132 514 OR email to info@prodigg.com.au with the below information:
    1. Your order number
    2. The reason you would like to return the item
  • Please make sure you do this within 5 days of receiving your order. Please retain this original packaging until you are 100% happy with your purchase(s). When booking a large item return please advise us as to whether you have the correct pallet before you return the item.
  • A member of our customer service team will run through the process with you. We will also give you clear instructions on THE BEST WAY for you to return your item back to us.
  • You are responsible for paying for the return of the items.
Your 5 day no worries guarantee!
  • It's our promise to you, that you have 5 days after receiving your goods to check and inspect and ensure you are happy with the goods.
  • If during that time you change your mind and would like to return them - no problem. Just call on 1300 132 514 or email us at info@prodigg.com.au
  • You must inspect with in 24hours of receiving the good. No refunds will be issues on faulty/damaged products after the initial 24hours.
  • In order to qualify for a refund on any items being returned that are NOT faulty, all items must be returned unused, by yourselves and in a good re-sell able condition, including the original, undamaged packaging (or in the case of large items the specially designed pallet). If the packaging is damaged we will assess and advise the refundable amount on the item.
  • Please ensure that we are notified that the item needs checking upon delivery for insurance reasons.
What if my item arrives Broken or Faulty?
  • If your item is faulty please contact our customer service team within 24hours of receiving the items.
  • The majority of Prodigg products come with a 5 year warranty, which covers any manufacturing faults. For more information please refer to our warranty process.
  • As with any other company who ships items by courier, we do occasionally experience breakages or damages, which has occurred during transit. Currently breakages happen to less than 1% of our shipped items.
  • We continuously update and improve our packaging to avoid breakages, but we are unfortunately not able to avoid some things being damaged during transport.
  • What to do if your item has broken: It is very important that you check your goods upon arrival. If any of your items are damaged, please make a note of this with the delivery company. Please take a clear photograph of the outer packaging and of the actual damage to the item received and email this to us with a description of the damage.
  • We will then arrange for a replacement item to be sent to you as soon as possible and we will contact you using the details provided to confirm what has been arranged and when to expect your replacement.
  • Alternatively you can call us on 1300 132 514 to log your damaged item, and we will then guide you through sending the photographs and information.
  • Please be assured that we will always replace goods that have been damaged during transport if reported to us within 24hours and the goods have been signed for as damaged.
Conditions
  • You are responsible for paying the cost of returning the product and or re delivery for a change of mind.Product must be in its original condition with an undamaged box.Product must not be installed or attempted installation.
Delivery

We aim to deliver the Product to you at the place of delivery requested by you in your Order.

  1. We aim to deliver within the time indicated by us at the time of your Order (and updated in the Confirmation of Order) but we cannot promise an exact date when you submit your Order or at the Confirmation of Order. We cannot guarantee any firm delivery dates.
  2. We shall aim to let you know if we expect that we are unable to meet our estimated delivery date, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
  3. On delivery of the Product, you may be required to sign for delivery, unless you grant us ‘authority to leave’. You agree to inspect the Product for any obvious faults, defects or damage before you sign for delivery. You need to keep receipt of the delivered Product in case of future discussions with us about it.
  4. You may grant us an “authority to leave” when placing your Order. If you do, you understand and agree that this authority to leave gives us and/or our selected couriers permission to leave the Order in question unattended by the front door – or, where applicable, at the reception or concierge’s desk – of the delivery address without obtaining a signature confirming delivery at the delivery location. In such circumstances, you understand and agree that by granting us authority to leave, we and our couriers are released of all responsibility and liability for the Orders delivered and left unattended, and that this responsibility and liability transfer to you on delivery.
  5. Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us when you make your Order and arrange for cancellation of the Order or delivery to an alternative delivery address.
  6. We deliver in our standard packaging. Any special packaging requested by you is subject to additional charges.
  7. Unless otherwise specified, all risk in the Product shall pass to you upon delivery, except that, where delivery is delayed due to a breach of your obligations under a Contract, risk shall pass at the date when delivery would have occurred but for your breach. From the time when risk passes to you, we will not be liable for loss or destruction of the Product.
  8. You must take care when opening the Product so as not to damage it, particularly when using any sharp instruments.
  9. You shall ensure that you are ready for safe receipt of the Product without undue delay and at any time reasonably specified by us.
  10. If you are not available to take delivery or collection, we may re- delivery or collection from the carrier.
  11. If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not (within two weeks of our first attempt to deliver the Product to you) accept delivery or collect the Product from the carrier, then we may (without affecting any other right or remedy available to us) do either or both of the following:
  12. Charge you for our reasonable storage fee and other costs reasonably incurred by us; or

    1. No longer make the Product available for delivery or collection and notify you that we are immediately cancelling the applicable Contract, in which case we will refund to you or your credit or debit card company as applicable any money already paid to us under the applicable Contract, less our reasonable administration charges (including for attempting to deliver and then returning the Product, and any storage fees.
    2. It is your responsibility to ensure that the Products are sufficient and suitable for your purposes and meet your individual requirements. We do not warrant that the Products will meet your individual requirements. You acknowledge that the Products are standard and not made bespoke to fit any particular requirements that you may have.
Cancellation by Prodigg
  1. We may cancel a Contract if the Product is not available for any reason. We will notify you if this is the case and return any payment that you have made.
  2. We will usually refund any money received from you using the same method originally used by you to pay for the Product.
Pre Ordered Products
  • The standard 5 day return policy with a 100% refund is not offered for Pre Ordered products.
  • Pre Orders are individually 'made to Order' Products for customer's specific requirements and specifications.
  • A minimum charge for cancellation once the order has been placed is 50% of the total invoice inclusive of transport.
  • No refund will be issued once the customer has received the delivery or collection of the product.
  • The standard 5 day return policy with a 100% refund is not offered for Pre Ordered Cast Iron Bathtubs.
  • Pre Ordered Cast Iron Bathtubs are individually made to Order Products for customer's specific requirements and specifications (e.g. bath colour, feet colour, overflow hole and tap holes).
  • A minimum charge for cancellation once the order has been placed to the factory is 50% of the total invoice inclusive of transport.
  • No refund will be issued once the delivery or the customer has received collection of the Cast Iron Order.
  • All pre orders payments must be finalised minimum 2 weeks before arrival.
Change Of Mind

Under Australian Consumer Law we are not required to refund for a change of mind circumstance. This will be treated individually with options to assist.
Please allow for give or take +/- 1% for all product dimensions.

By purchasing from our website you are agreeing to the above terms and conditions including the payment of the necessary pick-up/delivery fees indicated above.
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