Refunds & Returns Policy

Last updated: 15 November 2025

At Custom Vanity, all products—unless otherwise stated—are made to order and manufactured specifically to your chosen size, configuration, finish, and design, at your request.

Under Australian Consumer Law, distinct rules apply to made-to-order products.

This policy outlines your consumer rights and responsibilities, along with the terms that apply to all purchases made with us.

By placing an order, you acknowledge that you have read, understood, and agree to this Refunds & Returns policy.



1. Australian Consumer Law (ACL) Rights

1.1 Your rights under the ACL cannot be restricted or excluded.

1.2 You are entitled to a repair, replacement, or refund if a product:

  • has a major failure (e.g., unsafe, not fit for purpose, or significantly different from the description), or

  • has a minor failure that cannot be repaired within a reasonable timeframe.

1.3 These rights apply in addition to any warranty we offer.

 

 

2. Change of Mind

2.1 As our products are made to order to your specifications, we are not required to — and do not — offer refunds, returns, exchanges, or cancellations for:

  • change of mind

  • incorrect selections (size, finish, configuration, basin choice, etc.)

  • no longer requiring the product

  • delays with builders, installers, or trades

  • renovation or construction scheduling issues

  • changes in personal circumstances, or

  • other external factors 

 

This applies to all orders, whether placed through our online store or via email/invoice.

 


3. Confirming Your Order

3.1 Online Store Orders

3.1.1 Customers placing orders through our online store are responsible for ensuring all product details — including sizes, configurations, finishes, and any customisable options — are correct at checkout.

 

3.2 Orders Placed via Email 

3.2.1 For orders placed via email, a written invoice will be provided for your review, outlining all design specifications.

 

3.3 By making payment through either of the above order methods, you confirm that:

  • you have reviewed all of the design specifications for your order, and

  • the design specifications are correct

 

3.4 To meet our stated lead times, preparations for your order begin once payment has been received. This includes, but is not limited to:

  • material ordering and allocation

  • production scheduling

  • labour allocation

  • administrative and logistical handling

 

3.5 As payments cover the above costs incurred to our business at your request, they are strictly non-refundable unless required under the ACL.

3.5.1 This does not limit any rights you may have under the ACL.

 

 

4. Making Changes to Your Order After Payment

4.1 We will always do our best to accommodate reasonable changes to your order; however, changes cannot be guaranteed once payment has been made and production is underway.

4.2 Any changes requested after this point may not be possible, and where they are, they may result in:

  • additional costs to you; and/or

  • extended lead times

 

 

5. Delivery & Inspection

5.1 It is your responsibility to provide safe and reasonable access for delivery.

5.2 Please inspect your order upon delivery and report any damage to us within 24 hours of receipt.

5.3 If the packaging is damaged or the item appears mishandled by the freight provider, you must provide photos and/or videos of the packaging and product to support your claim.

5.4 Due to the nature of renovations and worksites, damage reported after 24 hours cannot be reliably attributed to transit. For this reason, we cannot accept damage claims submitted outside the 24-hour reporting window.

5.5 For more information about what to expect before, during, and after your order arrives, please refer to our Delivery Policy.

 

 

6. Faulty or Damaged Items

6.1 If you believe your product is faulty or damaged, please notify us within 24 hours of receipt.

6.2 To assist in our assessment, we may request:

  • proof of purchase

  • photos and/or videos of the issue

  • installation details (where applicable)

  • access for inspection (where applicable)

6.3 If a fault is verified, we will provide the appropriate remedy under the ACL, which may include repair, replacement, or refund depending on the nature of the fault.

6.4 Damage caused by misuse, incorrect installation, or failure to follow care instructions is not considered a manufacturing fault.

6.5 For more information, please refer to our Warranty statement.

 

 

7. What Is Not Considered a Fault

7.1 We make every effort to represent our products and finishes as accurately as possible through photos, samples, and descriptions.

7.2 However, certain variations are inherent to natural and engineered materials, as well as to handcrafted production.

7.3 The following are not considered defects under the ACL:

7.3.1 Natural Material Variations

Natural materials such as solid timber, timber veneer, and natural stone may display variations in:

  • Colour

  • Grain

  • Veining

  • Texture

  • Tone

  • Pattern

 

Before placing an order, we recommend viewing materials in person (where possible) or requesting samples to confirm your selection.


7.3.2 Engineered / Man-Made Material Variations

Engineered materials—including laminate, 2 Pac polyurethane, engineered stone (crystalline silica free), acrylic, and other composites—can vary between production batches in:

  • Colour

  • Sheen

  • Texture

  • Gloss or matte levels

  • Printed grain or pattern alignment


7.3.3 Manufacturing Tolerances

Standard industry tolerances may apply, including:

  • ±2–3mm sizing variation

  • Minor finishing differences

  • Slight seam, pattern, or grain alignment variations


7.3.4 Visual Differences Across Devices and Lighting

Please note that colours and finishes can vary depending on:

  • Screens and devices

  • Photography and editing

  • Lighting conditions

  • Samples vs. final production

  • Different production batches

 

7.4 The final product may differ slightly from what you have seen online, in our workshop, or in past projects. 

7.5 These differences are normal and do not entitle customers to a refund, return, remake, or compensation.

 


8. Production & Delivery Timeframes

8.1 We make every effort to provide accurate and up-to-date production and delivery lead time estimates; however, actual timeframes are not guaranteed and may change without notice.

8.2 Production and delivery timeframes may vary due to factors such as material availability, third-party supplier schedules, freight network disruptions, seasonal demand, public holidays, adverse weather, natural disasters, pandemics, or any other circumstances outside our control. Such delays do not entitle you to cancel your order, request a refund, or seek compensation.

8.3 This applies even if delays affect your renovation schedule, builder or installer availability, or overall project timelines.

8.4 If a delay is excessive and caused directly by us, remedies under the ACL may still apply.

 


9. Contact Us

For questions about this Refunds & Returns Policy, or help with your order, please contact us using one of the methods below:


Main Business Address

Unit 10, 16 Nuban Street
Currumbin Waters, QLD, 4223
Australia