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Start your return online in a few minutes through our Returns Portal. Just have your order number, the email you ordered with and a few photos ready. Our team reviews every request and lets you know what happens next.
If your item is unused and still in its complete original packaging, you can return eligible products within 60 days of delivery. Some categories are excluded (see below).
Check your delivery as soon as it arrives. If something's damaged, faulty or not what you ordered, lodge it through our Returns Portal within 24 hours so we can lodge a claim with the courier quickly.
Four simple steps from request to refund.
Open our Returns Portal, enter your order number and email, choose the items and upload photos.
Our team reviews every request and replies with approval and return instructions.
Pack the item in its original packaging and send it back to us within 14 days of approval.
Once it passes inspection, your refund is processed within 14 business days.
Everything you need to know, in detail.
Change of mind requests must be made within 60 days of delivery.
Nothing should be sent back until we've approved your return.
One flat rate across all eligible brands and products.
All returns and damage claims are lodged through our Returns Portal.
Can't find your order or having trouble? Email sales@wellsons.com.au and we'll help.
Sending a request doesn't mean your return is approved. Please don't send anything back until you've received approval. Items returned without approval may be refused and sent back at your cost.
Please inspect your goods within 24 hours of delivery and report any damage, missing items or incorrect products through our Returns Portal. Reporting quickly helps us lodge a claim with the courier or supplier. It doesn't limit your rights under the Australian Consumer Law.
Please don't install anything that looks damaged or incorrect. Contact us first.
Where a problem is confirmed, we'll arrange a repair, replacement or refund as appropriate. If we've made an error, we'll send the correct item and organise return of the incorrect one at no cost to you.
Eligible products can be returned for change of mind if you contact us within 60 days of delivery. This covers situations like ordering the wrong size, colour or finish, plans changing, or the product not suiting your space.
Items returned after 60 days are not eligible for a refund.
The following can't be returned or refunded for change of mind once your order is confirmed. If you're unsure, please contact us before ordering.
TimberlineADPMarquisRifco
Specialty brands Timberline, ADP, Marquis and Rifco cannot be returned or refunded after order confirmation. This includes their custom vanities, mirrors and shaving cabinets.
For hygiene reasons, these can't be returned for change of mind, even if never installed:
Natural variations in colour, veining, texture, dimensions and finish are part of these materials and aren't considered faults.
General sale or discounted items aren't automatically treated as clearance. This only applies to products clearly labelled as above.
Please confirm all quantities, measurements, specifications and finishes before approving a commercial or project order.
Products can't be returned for change of mind if they've been installed (even partially), connected to plumbing or electrical, water-tested, cut, drilled, siliconed, fixed in place, used for display, or damaged during handling or installation.
Returned goods must be in complete, clean and undamaged manufacturer packaging. We may refuse a return or reduce the refund if packaging is missing, damaged, written on or labelled directly, or if parts, protective film or instructions are missing.
Every return is inspected on arrival to check that it's the correct item, unused, complete and resaleable as new. Items that fail inspection may be refused and sent back at your cost.
Approved change of mind returns attract a flat 20% restocking fee, calculated on the purchase price of each returned item. The same rate applies to every eligible brand and product.
This covers handling, inspection, administration, supplier charges, repackaging and reduced resale value.
No restocking fee applies if a product is confirmed faulty, damaged in transit, incorrectly supplied or otherwise covered under the Australian Consumer Law.
Items remain your responsibility until they arrive at our warehouse. Large or heavy items must be securely strapped to a suitable pallet or skid. Returns damaged because of poor packaging may be refused.
Where to send it: Once your return is approved, we'll email you the return address and instructions.
Approved refunds are processed within 14 business days after your return is received and passes inspection. Your refund is the amount paid, less:
Refunds go back to your original payment method. Your bank may take a few extra days to show the funds.
If the item was part of a package or promotion, all items in that package may need to be returned together. Any free gift must also be returned unused, or its value may be deducted from your refund.
If returning part of an order means the rest no longer qualifies for a package price, discount or free delivery, your refund may be adjusted.
We don't offer direct exchanges. To swap a product, your original item is processed as a change of mind return and you'll need to place a new order. The 20% restocking fee and freight charges still apply.
We can't hold replacement stock while your return is on its way unless we've agreed to this in writing.
Before installation, please check the product model, colour, finish, dimensions, quantity, configuration and condition. Installation should be carried out by a licensed tradesperson where required.
Once a product is delivered, it's your responsibility. We can't offer a refund or exchange for goods damaged while in your care.
Our team is happy to help before you order or return anything.
Email: sales@wellsons.com.au
Call: 1300 265 812
