Shipping & Returns Policy
All pick-ups and deliveries are to be organised beforehand. We will notify you once your order is ready. Please allow 2-5 business days for pick-ups (excluding custom or special orders) and 3-7 business days for deliveries (excluding custom or special orders and to Sydney CBD and Metro region). For custom or special orders, or orders outside the standard Sydney Metro region, please contact us directly.
- No deliveries to P.O. Box addresses.
- As part of our normal service, we usually ship stock items the same day of a cleared payment but please allow up to five business days for shipment as occasionally shipments are held up for reasons beyond our control. We do not ship on weekends and public holidays.
- Delivery costs apply. This will depend on weight and postal code. For orders of multiple goods or bulk orders, please contact us directly:
- We reserve the right to use an alternative arrangement in the event that the courier does not cover your area.
- If a product is not in stock, we will contact you immediately and inform you of a substitute product or alternative option. Should you not be satisfied with either of these, we will happily refund your money.
- Insurance is not included in the freight cost. If you wish to purchase additional freight insurance, please let us know by contacting us directly (email or phone) and we will be happy to assist you.
- Pick up is available from our store in Prospect. Address is 2/36 Stoddart Road, Prospect, 2148. Ph: (02) 9636 8700.
- For all pick ups, our warehouse hours are:
- Monday – Friday: 10am – 5pm;
- Saturday: 10am – 4pm;
- Sunday: 12 – 4pm
- Please check availability of item before purchasing if you wish to pick up within 3 days of order.
- We are not liable for any damaged products claim once the item has been picked up or delivered as it is the customer’s responsibility to check the product upon receiving it.
- If there is nobody at site to receive the delivery, a re-delivery fee will apply. All deliveries are unloaded on the ground floor; no items will be delivered inside the house or upstairs.
- Large items (e.g. toilet suites, vanities, bathtub, etc.) may require more than one person for handling, it is your responsibility to provide additional person at the delivery address. If this cannot be provided, an additional fee will be charged.
- If we are unable to fulfill all or part of your order due to goods being unavailable, we will use all endeavours to either:
- source the goods; or
- Contact you within 5 business days to either arrange a full or partial refund; or, change your order to replace the goods with a comparable product as agreed.
- Where an alternate product cannot be agreed on, we will refund you the price paid for the goods (less any discount applied).
CLAIMS FOR FAULTY / DAMAGED ITEMS
- Builders Express Sydney West will offer a replacement provided that proof of fault/ damage is present. However, please do not bring it into the store or return it to us without contacting us first. All claims are to be made within 48 hours of receiving the product.
- A valid Builders Express tax invoice with the relevant product listed is required for any claims for faulty or damaged products.
- If the item was picked up from Builders Express Sydney West and inspected prior to pick up, we will not be held liable for any damages.
- Depending on the nature of the issue, a service call will be placed with the manufacturers in instances where immediate replacement is not possible, which may take up to 2 weeks.
- Builders Express Sydney West will offer refund / exchange if the customer is not happy with the item or does not fit the description of the product.
- If you have received the wrong item please contact our office on (02) 9636 8700 during business hours or email us at firstname.lastname@example.org for further instructions. This must be done within 48 hours of receiving the goods or after pick up.
- All claims are to be made before installation.
- Builders Express Sydney West will not be liable for any out of pocket expenses incurred for labour, as warranty only includes parts. Builders Express Sydney West is not liable for any loss, damage, cost, expense or injury to you or any third part as a result of mishandling or wrongful installation. All installations must be carried out by a certified installer/ plumber.
RETURNS & REFUNDS
- All returns must be authorised from the store. If you are returning an item merely because you change your mind about the purchase made, we will offer you a reimbursement, exchange or credit note at our discretion provided that:
- The item is in original condition, uninstalled and without any signs of wear and tear and the original packaging intact. You must adequately package any product you are returning to us to ensure that it is not damaged during return delivery to our warehouse.
- Item is returned within 14 days of receipt of receipt of goods with proof of purchase at hand.
- Upon return, item will be subject to thorough inspection, which may take up to a week. Refunds will not be processed immediately upon the return of the product.
- Strictly no returns on tiles and custom orders.
- 20% restocking fee on all returns due to change of mind.
- It is your responsibility to ensure that the goods are suitable for your purpose prior to ordering (including whether there is appropriate and safe access to your delivery address for delivery of the goods).
Please note we require complete payment before goods are delivered or dispatched. If paying with a credit card, the name on the card must match the name on the order.
Builders Express Sydney West reserves the right to update these terms and conditions at any time.
We aim to make our descriptions as complete as possible but if you still have any questions prior to purchase, please contact us.
We have stock of 90% of the products we put online. In some instances, we may not have the product in stock until an order is placed. Please check availability of bulky items prior to purchase.
All of our products come with a detailed warranty to give you lasting peace of mind.
Trust our local team to transform your bathroom with only the best products and materials.
Everyday Best Price
We are confident of our low prices and will beat any quoted price of the same product by at least 5%