Operating Entity: Melbourne Building Products Pty Ltd
Jurisdiction: Victoria, Australia
Effective Date: July 2026
Absolute Zero-Return Policy: There is an absolute No Change of Mind policy for all orders placed via, or collected through, physical trade counters, showrooms, or warehouse pickup (including Click & Collect).
Once an order has been finalized, signed for, or collected from our depot, it enters a locked status. It cannot be returned, exchanged, or credited for change of mind, layout changes, or builder/customer ordering errors.
Conditional Policy: For orders placed strictly through our online e-commerce platform and dispatched via third-party delivery/freight to the customer's site, a highly restricted 48-hour Change of Mind window applies.
Timeline Calculation: The 48-hour window begins exactly from the timestamp of delivery tracking confirmation. Requests received after 48 hours will be automatically and permanently rejected.
Pristine Condition Mandate: To qualify for an online change of mind return, the product must not be used, opened, altered, or installed. It must remain entirely in its pristine, original, unmarked manufacturer packaging with all structural seals intact. Any handwriting, commercial markings, or structural damage to the box voids the return.
All approved online change of mind returns, order cancellations, or order modifications requested by the customer are subject to a mandatory, non-refundable restocking and administrative fee equal to 20% of the gross order value.
This 20% fee will be automatically deducted from any store credit or refund issued.
Pre-Fulfillment Lock Rule: Once an order has been picked, packed, palletized, or loaded onto a transport vehicle, it enters our locked fulfillment cycle. Cancellations or modifications for a change of mind are strictly prohibited past this point, even if the order has not yet left the warehouse floor.
Please choose your inventory carefully. We enforce a strict zero-return policy across the following categories (no refunds, store credits, or exchanges permitted under any circumstances for change of mind):
Custom special orders and bespoke, made-to-measure products (once manufacturing, ordering, or production has commenced).
Clearance items, seconds, and warehouse floor stock.
Discontinued stock lines.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For commercial and builder transactions, where goods are not of a kind ordinarily acquired for personal, domestic, or household use, the Company’s liability for a breach of any non-excludable statutory guarantee is strictly limited to the parameters outlined below (pursuant to Section 64A of the ACL).
If a product failure is classified as minor, Melbourne Building Products Pty Ltd reserves the absolute right to determine the appropriate method of remediation. The Company may choose to:
Provide a localized component fix or repair;
Supply a replacement parts-only component; or
Issue a store account credit.
Refunds for minor defects are strictly barred outside the Company's absolute discretion.
If a product features a verified major fault determined by an authorized technical assessment, the customer may elect to receive an identical replacement product, a store account credit, or a full refund applied to the original payment channel.
To the maximum extent permitted under Section 64A of the Competition and Consumer Act 2010 (Cth), Melbourne Building Products Pty Ltd operates on a strict Product and Parts Replacement Only Policy.
EXCLUSION OF LABOR: Under no circumstances whatsoever shall Melbourne Building Products Pty Ltd pay for, reimburse, or accept financial liability for any third-party plumbing labor, electrical labor, carpentry labor, tiling labor, or any other professional trade service costs. This absolute exclusion applies universally across all product categories, standard items, premium tiers, and extended voluntary commercial guarantees.
The Company will never cover or reimburse:
Plumber or electrician call-out fees, hourly rates, or diagnostic charges.
Defective product removal, extraction, or demolition labor costs.
Re-installation or refitting labor expenses for replacement components or units.
Emergency, weekend, or after-hours trade service charges.
The builder assumes full, sole financial responsibility for sourcing and paying the independent trade labor required to swap over or service any replacement component provided under warranty.
All products supplied by the Company (including but not limited to appliances, tapware, basins, electrical components, drainage systems, and plumbing fixtures) must be installed exclusively by an appropriately licensed and insured Australian tradesperson in strict accordance with relevant Australian Standards, building codes, and plumbing codes.
Proof of Licensed Installation: In the event of a product defect or warranty claim, the builder/customer must provide written, verifiable evidence of compliant installation by a licensed trade professional (such as a valid invoice, compliance certificate, or trade license number).
Voiding of Claims: Failure to provide immediate proof of licensed installation upon request will completely void any commercial warranty, voluntary guarantees, or claims for product replacement. The Company assumes no liability for products integrated by un-certified laborers, apprentices, or unlicensed personnel.
Please inspect all materials, structural items, and fixtures thoroughly prior to installation. While your statutory consumer guarantees remain intact, the physical installation of any product with a visible defect, transit damage, or commercial mismatch constitutes complete and unconditional acceptance of the product's physical condition and waives all claims to sequential installation labor or parts adjustments.
All warranty claims for structural, mechanical, or surface defects must be formally submitted in writing directly to your original store of purchase or via our dedicated service email channel. To process a claim, the customer must provide:
A valid tax invoice or clear proof of purchase from Melbourne Building Products Pty Ltd.
Clear photographic and/or video evidence detailing the exact nature and extent of the claimed defect.
The specific contact details and license number of the licensed tradesperson responsible for the product's installation.
Right of Inspection: For large or permanently installed fixtures, the customer must provide reasonable site access to our representatives and quality control teams to inspect the item in its installed environment. Refusal to grant site access may void the evaluation process.
Strict Cost Allocation: Under no circumstances does Melbourne Building Products Pty Ltd pay for, reimburse, or cover any freight, shipping, postage, or logistics costs associated with returned orders.
All transport and handling costs required to return items to our warehouse—whether for a valid 48-hour online change of mind, an order modification, or generic claims—are the exclusive financial responsibility of the customer.
Returned shipments must be sent via an insured, trackable courier service. The risk of loss, damage, or theft during return transit remains entirely with the customer until signed for by our warehouse receiving desk.
Melbourne Building Products Pty Ltd dispatches online and delivered orders via the Interparcel third-party courier network. The following strict rules apply to all deliveries:
The 48-Hour Inspection Window: To ensure a valid transit insurance claim can be successfully lodged with external carriers, all deliveries must be completely unpacked and thoroughly inspected for physical transit damage (including cracks, breaks, or dents) within 48 hours of delivery receipt.
Retention of Packaging Mandate: In strict accordance with Interparcel courier claim requirements, all original delivery boxes, crates, and protective packaging must be kept intact in the exact condition received. Moving the product from the initial delivery point or disposing of the packaging prior to our formal assessment completely voids the courier verification process and removes business liability.
Reporting Protocol: If transit damage is identified, you must immediately contact us with clear photographic evidence of both the damaged goods and the external/internal packaging as it arrived.
Post-Label Generation Liability: If an order change or cancellation is requested after an Interparcel consignment label has been generated or a carrier has been booked, the customer is fully liable for all non-refundable courier booking surcharges, remote area fees, and electronic manifests issued by Interparcel. These costs will be deducted directly from any final credit or refund, in addition to our standard 20% cancellation fee.
Shipments In Transit: Once a consignment has been collected from our warehouse by an Interparcel partner carrier, the shipment is legally in transit and cannot be intercepted, recalled, or rerouted. To cancel a dispatched order, you must accept delivery, pay for return freight transit via an insured courier, and return the goods to our warehouse in pristine condition to be assessed for a potential change-of-mind store credit (subject to the 20% restocking fee).
Authority to Leave (ATL): If an "Authority to Leave" is requested or specified on your shipment, the risk of loss, theft, or weather damage transfers entirely to the receiver upon drop-off, in accordance with standard Australian commercial freight terms.
Non-Refundability of Fulfilled Freight: Once a delivery service has been completed or a delivery attempt has been executed by a carrier to the address specified on the order, the delivery fee is deemed fully consumed. To the extent permitted by law, Melbourne Building Products Pty Ltd will not be liable for any full or partial refund of delivery fees or freight surcharges once the courier transaction has left our floor.
All trade, commercial, and residential project quotations are strictly subject to our master Terms and Conditions of Sale.
No Inventory Allocation: A quotation does not constitute a binding contract, nor does it guarantee inventory allocation or stock reservation. Materials, finishes, and quantities itemized remain available for public sale until a formal order is processed and the required deposit or full payment is cleared.
Entirety Acceptance Only: Quotations are calculated based on bulk material quantities and specific product combinations. A quotation may only be accepted in its entirety. We reserve the right to void or recalculate pricing if a customer wishes to cherry-pick individual items from a combined project quote.
Right of Withdrawal: We reserve the absolute right to withdraw, amend, or cancel a quotation at any time prior to the formal placement of an order and receipt of payment.
The 30-Day Limit: Quotations are valid for a maximum period of 30 days from the date of issue. If the quotation is not accepted and payment is not secured within 30 days, it automatically expires. Subsequent requests to fulfill the order require a new written quotation based on current pricing.
Accelerated Expiration: Certain highly volatile product categories or specialized materials may carry a shortened validity window, which will be clearly marked on the face of the quote and overrides the standard 30-day term.
Price Adjustment Clause: Due to continuous fluctuations in international shipping, raw material manufacturing, and wholesale distribution costs, Melbourne Building Products Pty Ltd reserves the right to adjust quoted prices within the 30-day validity window if unexpected, significant cost increases are imposed on us by our manufacturers or supply network.
Variable Logistics Estimates: All delivery, shipping, and freight charges itemized on a project quotation are preliminary estimates based on standard regional rates or real-time digital quotes from our logistics partner, Interparcel.
Passing on Extra Fees: If the third-party carrier books via Interparcel and imposes additional backend fees at the time of dispatch—including but not limited to fuel surcharges, tail-gate loader requirements, residential access penalties, or remote delivery surcharges—Melbourne Building Products Pty Ltd reserves the right to pass these exact costs directly onto the customer's final invoice.
Errors & Omissions Excepted (E&OE): We reserve the right to correct any clerical errors, pricing glitches, human omissions, or obvious typos on any issued quotation without liability, even if the quote has already been sent to the client.
Where an item is sold at a discount as "floor stock," "seconds," or "clearance" due to a specific noted defect, damage, or cosmetic imperfection, the customer willingly accepts the product condition at the time of sale. You cannot claim a refund, repair, or replacement under consumer law for the specific fault, damage, or wear-and-tear that was pointed out to you prior to purchase.
Quotations and orders are generated in strict reliance upon the architectural plans, measurements, and specifications provided by the customer. It is the sole and non-transferable responsibility of the customer to ensure that the exact delivery address, contact telephone numbers, site access constraints, and material dimensions are comprehensively and accurately provided at the time of sale or electronic checkout. Melbourne Building Products Pty Ltd accepts no financial responsibility, liability, or operational accountability for any secondary expenses, administrative losses, courier penalties, or insufficient/incorrect site materials resulting from customer error.
The Company accepts zero liability for auxiliary or consequential costs resulting from a product defect, including structural alterations, tiling modifications, waterproofing breakdown, plastering, cabinetry/stone benchtop removals, floor restorations, or business interruption losses suffered by contractors, builders, or property owners, except where explicitly required under the ACL.
The 20% cancellation fee, administrative charges, and return logistics rules outlined in this document apply strictly to voluntary customer actions (such as a change of mind, project layout modifications, or ordering errors). In strict accordance with the ACL, these fees will not be enforced if you are legally terminating an order due to a major supply delay extending significantly past an agreed timeframe, or if the products fail to satisfy mandatory statutory consumer guarantees.