Returns Policy

At Noveen, we are committed to providing high-quality bathroom and kitchen products to our valued trade partners. We understand that issues may arise, and we aim to make the return process as smooth as possible. To initiate a return or claim, please send details along with photos to info@noveen.com.au. Our team will review your request and guide you through the next steps.

1. Eligibility for Returns

Returns are only accepted for wholesale purchases made through our authorised trade customers. To be eligible for a return, the following conditions must be met:

• The item must be in its original packaging, unused, and in resalable condition.
• The return request must be submitted within 14 days of receiving the order.
• Clearance items and special-order products are not eligible for return.

2. Return Process

To request a return, follow these steps:

1. Submit a Return Request– Contact our customer service team with your order details and reason for the return. A proof of purchase and photo of the item must be provided along with the return request.
2. Approval & Return Authorization – If approved, we will provide a Return Authorization Number (RAN) and instructions for returning the item.
3. Return Shipping – The customer is responsible for arranging and covering the cost of return shipping. Items must be securely packed to prevent damage during transit.
4. Inspection & Refund Processing – Once we receive the returned item, our team will inspect it. If approved, a credit note will be issued to your account, minus any applicable restocking fees.

3. Restocking Fees

A 15% restocking fee applies to all non-defective returns to cover handling and administrative costs. Return of goods due to incorrect or cancelled orders will also incur this restocking fee.

4. Defective or Incorrect Items

If you receive a defective or incorrect item, please notify us within 7 days of delivery. We will arrange a replacement or credit at our discretion. Photos or other supporting documentation may be required.

For deliveries handled directly by Noveen, we take full responsibility for ensuring that your order arrives in good condition. However, if a third-party delivery service is arranged by the retailer, we kindly ask that all products be carefully inspected upon arrival, as we are unable to take responsibility for any damage or shortages that may occur in transit. Additionally, for deliveries between retailers and their customers, we recommend that all products be checked for accuracy and condition prior to final delivery. This helps ensure a smooth experience and prevents any issues later on.

5. Warranty Claims

For products with manufacturing defects that arise after installation, please submit a warranty claim instead of a return request. Refer to our Warranty Policy for details.

6. Non-Returnable Items

The following items cannot be returned:

• Clearance or discontinued items
• Custom or special-order products
• Used or installed items
• Products returned without original packaging

7. Contact Us

For all return inquiries, please contact our team:

Email: info@noveen.com.au
Phone: (03) 9793 1111

We appreciate your business and strive to provide the best service possible. If you have any questions, feel free to reach out!