Delivery & Returns

1. Bulky items, and how their delivery is charged

Some things cannot go in a parcel. Baths, toilets and cisterns, vanities and tall boys, shaving cabinets, freestanding and pedestal basins, laundry cabinets, stone and solid-surface pieces and tiles all travel as freight rather than as a parcel, and so does anything unusually heavy — as a rule, over 80kg. They are delivered separately from the rest of your order by a bulky-goods carrier, to the ground floor (section 3), and their delivery charge is worked out in one of two ways:

• Per pallet. Most bulky items travel one to a pallet and are charged $100.00 per pallet, whatever the rest of the order is worth. Extra-heavy or oversize pieces — a stone bath, a very large vanity — need more than one pallet space and are charged for each space they take; the delivery estimate on the product page says so before you add it to your cart. Two baths on one pallet each are two pallets: $200.00.
• Per warehouse pickup, for tiles. Tiles are not stocked with the rest of our range: our crane truck collects them from the tile supplier's warehouse and brings them to you. You pay one delivery charge for each warehouse your tiles come from ($100.00 per warehouse), however many tiles are in the order. Tiles from the same supplier travel together as one pickup; tiles from two suppliers are two pickups. Your cart shows each pickup as its own group, Warehouse #1, Warehouse #2 and so on, with the charge beside it. Tiles are delivery only — they cannot be collected from our store.

Worked examples. A bath alone: 1 pallet, $100.00. Forty tiles from one supplier: 1 warehouse pickup, $100.00, the same as four tiles. A bath plus tiles from two suppliers: 1 pallet + 2 warehouse pickups, $300.00. In every case the bulky charges are added to whatever Standard delivery or free shipping applies to the non-bulky items in the same order — they are never included in it.

You do not have to work this out yourself. Bulky items are marked Large item on the product page, grouped under Bulky items in your cart, and every charge is shown in the cart and at checkout before you pay.

2. Free shipping — exactly what it covers

• Non-bulky items only. Free shipping is our Standard delivery service at no charge. Only the value of the non-bulky items in your cart counts towards the $1,000.00 threshold; bulky items, and their delivery charges, are always separate.
• Standard delivery below the threshold is one flat rate, the same anywhere in Australia, shown in the cart and at checkout before you pay. There is no metro or regional difference.
• Bulky delivery is never free. An order of $1,000.00 of tapware and one bath ships the tapware free and charges the bath's pallet.
• Click & Collect from our store is free for items we can hand over in store, whatever the order is worth (section 4 sets out how collections work). Bulky and delivery-only items are not available for collection.
• Addresses we cannot deliver to are told so at checkout, before payment, rather than accepted and cancelled later. Call us and we will find another way.

3. Delivery

Delivery timeframes are estimates only. Product availability and estimated delivery dates are provided as a guide; delays may occur due to manufacturers, suppliers, freight providers, customs, port delays or circumstances outside our reasonable control. Allow sufficient time between delivery and installation to inspect goods and resolve any issues before installation commences. Sydney Taps is not responsible for project delays arising from product availability or freight delays beyond our reasonable control.

Unless otherwise agreed, deliveries are made to the ground floor and goods will not be carried inside the property. You are responsible for ensuring:

• safe access;
• suitable delivery conditions;
• adequate access for the delivery vehicle;
• someone is available to receive the goods where required;
• appropriate space is available for unloading.

Additional delivery or redelivery charges may apply where delivery cannot be completed due to circumstances within your control.

Freight and handling

Freight charges are calculated on the information available at the time of your order. Additional charges may apply where delivery conditions differ from those originally advised, special equipment is required, redelivery is required, goods require additional handling, access is restricted or the delivery location changes. You are responsible for providing accurate delivery information.

4. Collections

Collections must be arranged in advance. Collection hours: Monday to Friday, 10:00 am – 4:00 pm. Customers collecting goods are responsible for providing a suitable vehicle capable of safely transporting the goods. Sydney Taps may refuse to load goods where a vehicle is considered unsuitable or unsafe. You are responsible for ensuring goods are properly positioned, restrained and secured before leaving our premises.

5. Storage

Goods should be collected or delivered within the agreed timeframe. Unless otherwise agreed, Sydney Taps will store goods for up to 14 days from notification that the order is ready for collection or delivery. After this period a storage fee of $100 per week applies and continues to accrue until the goods are collected or delivered. Sydney Taps may require outstanding storage fees to be paid before goods are released. Additional handling, freight or redelivery costs arising because goods remain uncollected, or because delivery cannot be completed due to circumstances within your control, may also be charged.

6. Inspecting your order

All goods should be inspected as soon as reasonably practicable following delivery or collection. Check that:

• the correct products have been supplied;
• the quantity is correct;
• goods are free from visible damage;
• products correspond with the order.

Report any visible damage, shortage or incorrect goods to Sydney Taps promptly, together with clear photographs — within 48 hours of delivery where you can. Where delivery documentation is provided, record any visible damage or shortage on it before signing. Nothing in this clause limits your rights under the Australian Consumer Law.

All products must also be thoroughly inspected before installation: product type, dimensions, colour, finish, quantity, batch or shade, visible condition and suitability for the intended application. Do not install a product if you believe it is damaged, defective, incorrect or unsuitable — contact Sydney Taps before installation. Installation constitutes acceptance of visible characteristics that could reasonably have been identified beforehand (see our Warranty Policy). Tiles: order a wastage allowance on top of your measured area for cuts and breakage, and retain spare tiles — tiles are made in batches and a later top-up may not match.

7. Returns and change of mind

All returns must be authorised by Sydney Taps before goods are returned. Where Sydney Taps agrees to accept a change-of-mind return, goods must be unused, uninstalled, in original condition, free from damage or signs of wear, with original packaging intact, and suitable for resale. Approved change-of-mind returns may be subject to a 25% restocking fee. Original delivery charges are non-refundable and return freight is your responsibility unless otherwise agreed. Special-order, custom-made and made-to-order products may not be eligible for change-of-mind returns.

This section does not apply to goods that are faulty, defective, damaged or incorrectly supplied, or where a remedy is otherwise available under the Australian Consumer Law — see our Warranty Policy and Refund Policy.

8. Cancellations

Cancellation requests must be made in writing. Cancellation of an order is subject to the status of the order and whether goods have already been ordered, manufactured, dispatched or specially sourced. Special-order, custom-made and non-stock products may not be cancellable once an order has been placed with the supplier. Where cancellation is permitted, reasonable costs already incurred by Sydney Taps may apply. Orders already dispatched cannot be stopped in transit.

9. Talk to us

Call 02 9744 0088 or email sales@sydneytaps.com.au.

Sydney Taps may update the information on this page at any time, without notice, to keep it in line with company policy, our suppliers' terms and applicable law. The version published on this website at the time of your order is the one that applies to it. Nothing on this page limits your rights under the Australian Consumer Law.