FREQUENTLY ASKED QUESTIONS

How will I know that you have received my order?
After you complete the checkout process, a receipt will appear on your screen which will detail your final order including shipping charges (if you have not selected the pick up option), your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference.

You will also receive confirmation via e-mail that we have received your order.

(Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you).

Where do you deliver to?

Our Standard Delivery Service is NZ wide:

Delivery via carrier is made to your property for City Residential Areas Only (Excludes difficult driveways and unfinished sites.)

Delivery is sometimes made to our carriers nearest Depot depending on your actual address, this means you will need to collect your goods from our Carriers depot.

South Island Deliveries
Christchurch City Residential – Flat rate

For Canterbury, Otago, Nelson, West Coast Southland provinces, Cities and other towns there is an extra charge. Rural areas is a separate cost.

 

How long will delivery take?

We dispatch within 48 hours of receipt of payment. We expect a delivery of no more than 10 days New Zealand wide.

Goods Delivery and claims.
Deliveries of items weighing over 30Kg require you to have 1 suitable unloading person on site able to carry 30Kg in addition to the driver.

All deliveries require a person present to unpack and inspect delivery and sign for goods received in good condition and free from breakages/damage.

It is advisable that all, packages are immediately opened and inspected for signs of damage or defect.

Signing for goods unchecked or asking for goods to be delivered, without a person present may result in:

  • a waiver of your rights to claim for transport damage; or
  • a reduction of your rights to claim for faults/damage in manufacturing etc.

Do not sign “undamaged” unless you are completely satisfied with the condition of the contents in terms of breakages and damage or defect.

Our deliveries exclude special delivery services – e.g. quick, after hours, unpacking & assembly, box / pallet removal, installation, placement within home, and time greater than 10 minutes on site.

If I want to, where can I collect product from?

Our distribution centre is based at 5 Smales Road, East Tamaki, Auckland.

If you wish to collect your purchase, our collection hours are Monday to Friday between the hours of: 9am – 4pm.

You must give us 24 hours notice before your required collection date.

How can I pay?

Our preferred website method of payment is by Master Card or Visa credit cards, however, we also welcome payment by
Direct Debit, Please click contact us to arrange.

Where is your product made?
Our product range is manufactured primarily in Southern China, to our exact specifications. Our products are designed here in New Zealand with Kiwi living conditions in mind, and because we use all of our own product in our renovation business, we make sure they are robust, elegant and fit for the Kiwi lifestyle. Everything is constructed and finished with rugged and hard wearing materials, so you can have the confidence in the quality and aesthetics of our designs.

All our products are used by ourselves in our Bathroom Renovation Business, and because we know what’s important, you can have confidence in the quality of our products.

How long have you been in business for?
Originally founded in 1853 in England, with a New Zealand manufacturing facility established around 1960, we were the first company to design and manufacture a 3 panel sliding shower door specifically for the New Zealand market.

In the year 2000, we established and quickly became recognised as a respected full service Bathroom Renovation Specialist, operating in the Auckland market. It is that experience which should provide our online customers with peace of mind in our designs and capabilities when it comes to bathroom products.

I've changed my mind. What is your return and refund policy?
Please choose carefully as we do not accept returned product unless it is in as dispatched condition. ie. product must be unopened, in it’s original packaging and undamaged.

Return freight is at your cost. Refunds will only be given once we have received and inspected the product, and agreed in writing to refund your purchase price.

A handling fee of 20% of the sale value of the product is deducted.

Freight costs are not refundable.

Refunds will be made to a nominated New Zealand bank account and only after your original funds have been cleared and received.

I've changed my mind. Do you offers exchanges?
Bathroom Direct does not offer exchanges. Please refer to our Returns and refunds policy.
If I change my mind, how long do I have to cancel my order after it's been placed?
All orders are processed and picked the day following receipt of payment. Once goods have been picked and dispatched, the order cannot be cancelled.

Please refer to our returns and refunds policy.

Warranty

Warranty PDF