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Returns / Freight Damages

Damaged/Faulty Product

• If you receive damaged or faulty product from Plumbline, please contact us on 04 568 9898 and advise if the product was damaged in transit or faulty. If the product is damaged in transit we need to be notified within 48 hours (so we can make a claim on the freight company) and also need to know if the product is signed as arriving in good condition or damaged.*
• We will issue documentation for the return, replacement and collection of the product.
• If the product was damaged in transit, please complete the freight damages form →
• If the damaged or faulty product is installed, please complete a service request form →

* We recommend you check goods thoroughly before signing for receipt of goods from the courier / freight company.



Change of Mind

• A 25% restocking fee applies to all returns except where the customer is exchanging the item for another Plumbline product. If an alternative product is being ordered a 5% restocking fee applies.
• Plumbline will arrange and pay for shipping of the product back to our distribution centre.
• Product can only be returned within 60 days of purchase.
• Special order, indent and custom made product and orders are non-returnable. These items are identified on our order confirmations, however in general this applies to bulk / project quantities of any product, bathroom furniture or vanities that are made to order, made to measure washbasins, special finish or non-stocked tapware, accessories & heated towel rails, painted baths, basins with multiple tapholes (that we have drilled), and any specially manufactured or imported products.
• All clearance and outlet items are non-returnable.
• Product being returned must be in original packaging and condition. Once we have received and inspected the goods and they have been deemed to be in a re-saleable condition, a credit or refund will be made to your account. We will contact you if returned goods and not deemed to be in a re-saleable condition to discuss return of the product to you.


Please complete the below form for all return requests. Once received and approved, our customer service team will issue an RA number and email you documentation to send back with the return goods.