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. Exclusions may apply.
Please read the details below to understand how returns work, what is eligible, and how to request a refund or store credit.
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
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
To request a return, please visit our Returns Portal at this link here. You will need the email address you used on your order to start the return process.
Please take note of the return instructions on the returns portal. Once approved, you’ll receive further return instructions.
Pack the item securely in original packaging (or similarly protective packaging). Use clear tape only to replace the tape you opened on the packaging.
We will then ensure the remainder of you return is taken care of and send you return labels for your item/s. For larger metro city returns, we may not send you a return label and instead advise you of a collection date.
After we receive and inspect the item, we will process your refund or store credit (see “Refunds” below). Processing time once your return has arrived to our warehouse is between 5-10 business days.
Note: If you have any issues using our returns portal or ten business days have passed, and you have not received an outcome for your return, please reach out to our friendly customer support team here for further assistance.
5. Refunds & Store Credits
Once your return is received and inspected, and your request is approved, your refund or store credit will be issued. All returned amounts exclude the original shipping fee and any applicable return fees.
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.
Store credits are applied to your The Blue Space account and will be available for use when you log in to your account on our website.
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 (any reports outside of 24 hours of delivery may not be accepted) 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, 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 or outside of our 60 day policy).
Returning an item does not automatically guarantee a refund/store credit — 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 return approval.
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: We do our best to make returns hassle free. For change of mind returns, we will arrange the return courier/label and deduct the return fee from your final refund or store credit.
Q: How long will my refund take?
A: After we receive and inspect the returned item, refunds or store credits are typically processed within 5-10 business days. 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 send you an email with special return instructions. In most cases, we will arrange a courier to collect the item from your original delivery address.
If you have any questions, please contact us via our Help Centre or email us at support@thebluespace.com.au.
We’re here to help!
👉 For more details on our returns policy, please visit our full Returns & Refunds Policy.