1. Overview
We want you to be completely satisfied with your purchase — that’s why we offer a 60 Day Returns Policy. If for any reason you change your mind, you may return eligible items within 60 days of receiving them.
Please read the details below to understand how returns work, what is eligible, and how to request a refund.
2. What is Eligible for Return
To be eligible for a return, the following conditions must be met:
The item must be in its original condition — unused, uninstalled, and in original packaging
All original parts, accessories, and manuals must be included
The return must be requested within 60 days of your delivery date
Certain items are not eligible under change-of-mind (see section “Excluded Items”)
3. Excluded Items
The following types of products cannot be returned under the 60 Day Returns / change-of-mind policy:
Special order items or custom products
Items that have been installed or attempted to be installed
Any product that has been used, altered, or is not in original condition
Clearance or “final sale” items (if explicitly stated as non-returnable)
Items damaged after delivery due to customer misuse
Tiles – eligible for return within 14 days for a refund or store credit. A 25% restocking fee and return freight charges apply.
Fienza Stone Baths, Eight Quarters, Kaskade & Lafeme products – eligible for return within 30 days for a refund or store credit. A 25% restocking fee and return freight charges apply.
If your item is faulty, damaged in transit, or not as described, please refer to our Faulty / Damaged / Not as Described policy (see section 6).
4. How to Return an Item
Contact us via email or through our support portal to request a return within 60 days.
Provide your order number, the item(s) you wish to return, and your reason for return.
Once approved, you’ll receive return instructions.
Pack the item securely in original packaging (or similarly protective packaging).
Ship the item back to us using a trackable method. You are responsible for return shipping costs unless otherwise agreed.
After we receive and inspect the item, we will process your refund (see “Refunds” below).
Note: We recommend using tracked shipping and adequate insurance — we aren’t liable for items lost in transit back to us.
5. Refunds
Once your return is received and inspected, and your request is approved, your refund will be issued.
Refunds are made to the original payment method (credit card, PayPal, etc.).
Depending on your bank or payment provider, it may take several business days for the refund to appear in your account.
6. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or is not what you ordered, here’s how to proceed:
Contact us immediately (within a reasonable time) with your order number, photos of the damage / fault, and a description.
We will evaluate your claim and may ask for additional information or evidence.
If approved, we’ll arrange a return, repair, replacement, or refund, whichever is most suitable.
In this case, we will cover the costs of return shipping when the error is ours (faulty / incorrect product).
7. Additional Notes & Conditions
We reserve the right to refuse returns that don’t meet our conditions (e.g. items not in original condition, missing parts).
Returning an item does not automatically guarantee a refund — all returns are subject to inspection and approval.
For large or bulky items, special return instructions may apply (e.g. pallets or freight).
Always follow the return instructions provided — failure to do so may delay or void your refund.
8. Frequently Asked Questions (FAQs)
Q: What if I want to return part of my order?
A: You may return individual items from your order if they meet the eligibility criteria above.
Q: Who pays for return shipping?
A: For change of mind returns, you are responsible for shipping unless otherwise agreed. For faulty / incorrect items, if the error is ours, we will cover the return shipping cost.
Q: How long will my refund take?
A: After we receive and inspect the returned item, refunds are typically processed promptly. Your bank or payment provider may take additional days.
Q: What if an item is very large or heavy?
A: For oversized / freight items, we will provide special return instructions. In some cases, collection may be arranged instead of customer shipping.
If you have any questions, or to start a return, please contact us via our Help Centre or email us at support@thebluespace.com.au. We’re here to help!
👉 For more information, please visit our full Returns & Refunds Policy.