Refunds & Returns.

Refunds & Returns Policy

At Custom Vanity, we stand behind the quality of our products and are dedicated to making your experience with us as smooth as possible.

This Refunds & Returns Policy refers to Change of Mind returns.

If you are seeking a remedy for a faulty item, please refer to our Warranty Policy.

If you have any questions about this policy, please do not hesitate to contact us using the details at the bottom of this page.

1. Change of Mind Returns
Unless otherwise specified, all orders placed with Custom Vanity are made to order. This includes, but is not limited to, vanities, vanity tops, and mirrored cabinets.

As your order is custom-made to your specifications, we are unable to accept returns due to a change of mind.

2. Payments, Deposits, & Refunds

A) Online Store Orders
Orders placed through our online store are made to your specifications and are paid in full at checkout.


B) Orders Placed via Email/Invoice
Timber Vanities (Solid Timber or Veneer)
When you place an order for a handcrafted timber vanity via email, we require a 50% deposit to secure your booking and begin production.

This deposit is non-refundable, as it covers costs specifically allocated to your order at your request, including materials, labour, handling, and administrative fees.

The remaining balance is due upon completion and before dispatch or collection.


Laminate and 2-Pack Vanities
For custom laminate or 2-Pack vanities ordered via email, payment is made in full at the time of ordering.


Refunds
All of the above vanities are made to order. Refunds for change of mind are not available on custom-made products.

3. Cancelled Orders
To meet our stated lead times, preparations for your order will begin once payment has been received.

  • If you cancel your order before production has begun: we may, at our discretion, refund part of your payment, excluding any non-refundable costs already incurred.

  • If production has already commenced: no refunds will be issued, as materials and labour have already been committed to your order.

4. Making Changes to Your Order

A) Online Store Orders
When placing an order through our online store, you are responsible for carefully reviewing all product details, sizes, finishes, and customisable options before completing your purchase.

Once payment is received, your order is confirmed and preparation begins.

Any changes requested after this point may:

  • Incur additional costs, and/or

  • Cause delays to the stated lead time.


B) Orders Placed via Email/Invoice
For orders placed via email, we will send you a written quote outlining the agreed specifications of your vanity (including size, configuration, finish, and other design details).

When you confirm the order by making payment, you acknowledge that you have reviewed these details and agree they are correct.

If changes are requested after payment:

  • Additional costs may apply.

  • Lead times may be extended, depending on the scope of the changes.

5. Production & Delivery Timeframes
All quoted lead times are provided in good faith as estimates only. While we make every effort to meet them, delays may occur due to factors outside our control (such as supplier delays, material availability, freight interruptions, natural disasters, or other unforeseen events).

Delays do not entitle you to cancel your order or claim a refund, unless required by Australian Consumer Law.

6. Product Characteristics & Customer Responsibility

A) Natural Material Variations
Many of our products are made from natural materials, such as solid timber and timber veneer. Variations in grain, texture, and colour are a normal feature of these materials and are not considered defects.

Due to these natural variances, we cannot guarantee an exact colour or grain match to:

  • Reference images displayed on our website, marketing materials, or social media, or

  • Other vanities you may have viewed in person, either in our workshop or elsewhere.

By placing an order, you acknowledge and accept these natural variations as part of the unique character of your vanity.


B) Laminate & Colour Representation
Laminate finishes may also vary slightly in colour or pattern between production batches. In addition, colours and finishes displayed on digital devices (such as phones, tablets, and computer screens) may appear different to the actual product due to differences in screen settings and resolution.

Samples
For this reason, we strongly recommend requesting a physical sample of your chosen finish (timber, veneer, or laminate) before confirming your order.

We source our laminate from Laminex and Polytec, who have showrooms Australia-wide. To help ensure you are confident in your selection before production commences, we also encourage you to visit a showroom to view your chosen laminate in person, if possible.


C) Customer Responsibility for Measurements
It is your responsibility to ensure all site measurements and specifications provided to us are accurate. We are not responsible for errors, additional costs, or delays resulting from incorrect or incomplete information supplied by you or your builder.

7. Faulty Products
This Refunds & Returns policy does not apply to faulty products. For more information about remedies available for faulty items, please see our Warranty Policy.

8. Consumer Rights
Under Australian Consumer Law, you have rights and guarantees that cannot be excluded or limited by us. For more information, please visit the Australian Competition & Consumer Commission (ACCC) website.

9. Contact Information
If you need to contact us regarding this policy, please use the details below:

Website contact form: https://www.customvanity.com.au/contact
Email: info@customvanity.com.au
Phone: 0431 204 034

Business Address:
Unit 10, 16 Nuban Street,
Currumbin Waters, Queensland, Australia, 4223