Refund policy

Neche Interiors — Returns & Refunds Policy

Crafted with care to ensure a seamless, refined experience for our clients.

At Neche Interiors, we take great pride in offering curated, high-quality bathroom products and tiles selected for their craftsmanship, longevity, and design excellence. We source our collections from leading manufacturers and suppliers – including well-known brands like ACL, Fienza, Norico, BNK, Naga, Otti Australia, Inspire Bathware, ADP (Architectural Designer Products), Aulic, Glass Outlet, Stoneworld, DIY Tiles, Brady Tile Import, Everstone Tiles, Decina, Europe Imports, and more – ensuring you receive only the best. Because our products come from various suppliers, any return or warranty claim will be processed in line with the respective manufacturer’s policies and final decision. Neche Interiors will always advocate on your behalf to achieve a fair outcome, but we are ultimately bound by the outcome determined by the product’s supplier or manufacturer.

This policy operates in accordance with Australian Consumer Law.

1. TILE RETURNS

Tile returns (covering all floor and wall tiles from our tile supply partners such as Everstone, DIY Tiles, Brady Tile Import, Stoneworld, Europe Imports) may be considered under the following conditions:

  • The supplier must have sufficient stock of the exact batch/shade code available to accept the return.

  • Approved tile returns may incur a restocking fee of up to 20%, depending on warehouse and supplier requirements.

  • The return of tiles to the warehouse is the responsibility of the purchaser (arranged and paid by you).

  • All tiles must be returned exactly as originally supplied — in the original unopened packaging, correctly stacked on pallets, and completely undamaged.

  • Opened boxes, cut or installed tiles, re-stacked pallets, or any tiles that do not meet warehouse quality standards cannot be accepted.

  • Tile return requests must be lodged within 14 days of delivery.

Please note: Tile suppliers enforce strict return requirements, and acceptance of any tile return is subject to supplier approval.

2. OUT-OF-THE-BOX BATHROOM ITEMS

(Standard stocked bathroom vanities, mirrors, baths, basins, tapware, shower screens, accessories, heated towel rails, and similar items from suppliers such as Fienza, ACL, Norico, BNK, Naga, Otti, Inspire Bathware, Aulic, Decina, Glass Outlet, etc.)

Change-of-Mind Returns

Neche Interiors does not accept change-of-mind returns on standard bathroom products.

Customers are encouraged to carefully review all product specifications, finishes, measurements, technical requirements, and installation needs prior to purchase to ensure each item is suitable for their space and needs.

Orders Packed or Dispatched

If an order has already been packed for dispatch or shipped out, and a cancellation/return is requested, the return (if exceptionally approved by us and the supplier) may incur a restocking fee of up to 20%.

The purchaser is responsible for arranging and covering the return of goods to the relevant warehouse in such cases.

Installed or Assembled Items

Products that have been installed, partially installed, assembled, or partially assembled cannot be returned under any circumstance.

This includes any item that has been unsealed or removed from its packaging in a manner that prevents it from being resold as new (e.g. items that have been handled, fitted, or where protective packaging/components have been removed).

3. CUSTOM ITEMS

(Made-to-order or custom-finished vanities, special-order finishes and colors, custom stone products, or any item produced specifically for a client.)

Custom-made and special-order items are created exclusively for your project and therefore cannot be canceled or returned for change of mind once production has commenced. For example, a vanity built to non-standard dimensions/colour (e.g. a custom ADP vanity unit) or a Stoneworld custom-cut stone benchtop is ineligible for return due to change of mind.

Custom items are only eligible for consideration if they are faulty, damaged, or not as described, in accordance with Australian Consumer Law. In such rare cases, we will work with the manufacturer to rectify the issue (repair or remake the item, or provide an appropriate remedy).

4. TOILETS — HYGIENE REGULATIONS

Due to strict hygiene and plumbing regulations:

  • Installed toilets cannot be returned under any circumstance. Once a toilet or cistern has been connected/installed, it is considered used (even if just test-fitted) and is no longer eligible for return.

  • Unused, uninstalled toilets that remain in their sealed, original packaging may be considered for return only at the supplier’s discretion. Many toilet manufacturers will only accept a return if the product is in perfect resale condition and in unopened packaging.

  • Any installation of a toilet (even partial installation) voids all return eligibility.

5. FAULTY, DAMAGED, OR INCORRECT ITEMS

Your satisfaction and product quality are of utmost importance to us. If an item arrives damaged, faulty, or incorrect, please notify Neche Interiors within 48 hours of delivery. Provide clear photos or video detailing the issue so that we can assess the situation.

Our team will promptly review the matter and coordinate with the supplier/manufacturer to arrange an appropriate remedy in line with Australian Consumer Law. Depending on the nature of the problem, this may include repair, replacement, or refund of the item (at the discretion of the manufacturer and per guidelines on major vs minor failures).

6. RETURN FREIGHT & INSPECTION

  • For any approved return (excluding confirmed faulty items or supplier errors), the purchaser is responsible for arranging and paying for all return freight back to the designated warehouse or supplier location.

  • All returned goods must arrive in original, unopened, and resalable condition to qualify for a refund. This means all original packaging, accessories, and parts should be intact, and the item shows no signs of use or installation.

  • Items that have been installed, partially installed, assembled, or partially assembled are not eligible for return (as noted above).

  • Inspection & Approval: Returned items will be inspected by the warehouse/supplier upon arrival. Refunds will only be processed after the warehouse has inspected and approved the condition of the returned goods. If the items do not meet the return criteria upon inspection, the return may be refused.

  • All approved refunds will be issued to the original payment method used (e.g. the same credit card or account). Please note that once processed on our end, refund timing can vary depending on your financial institution’s processing times.

7. EXCLUSIONS

Neche Interiors is unable to accept returns in the following cases:

  • Products that have been installed or partially installed.

  • Products that have been assembled or partially assembled.

  • Items not in their original packaging (or missing components/manuals).

  • Custom-made or special-order goods (unless faulty as per Section 5 above).

  • Clearance, sale, or discontinued products (these are final sale and not eligible for return).

  • Tiles that do not meet the supplier’s return criteria (e.g. wrong shade batch, outside allowable return period, not in original condition as delivered).

  • Toilets that have been installed (for any period of time).

  • Any goods damaged due to misuse, improper installation, or improper storage after delivery (issues arising from user error or mishandling are not covered by return policy or warranty).

8. THIRD-PARTY WAREHOUSE & DEPOT COLLECTIONS

Where a client elects to collect goods from a third-party warehouse or depot that is not owned or operated by the supplier or manufacturer, the following conditions apply:

  • Clients will be notified once goods have arrived and are available for collection

  • Goods must be collected within two (2) business days from the date of notification

  • Failure to collect within this timeframe may result in storage fees being applied to the order

Any storage fees incurred are:

  • Determined by the relevant third-party warehouse or depot

  • Charged in accordance with that warehouse’s policies

  • Payable by the purchaser, not Neche Interiors

Neche Interiors does not control third-party warehouse operations, policies, or fee structures and accepts no liability for storage charges incurred due to delayed collection.

 

A Note From Us

Every product at Neche Interiors is selected for its quality, design, and ability to elevate your home. Our returns policy exists to protect both our clients and the craftsmanship of the pieces we sell. We appreciate your understanding of these terms, as they allow us to maintain high standards for all customers.

Rest assured, we are here to support you in making confident, well-informed choices for your renovation or build. If you require further assistance or have any questions about a product before purchasing, our showroom consultants are always here to guide you. Your satisfaction is our priority, and we want your experience with Neche Interiors to be as positive and rewarding as possible.