Refund policy

Returns & Refunds Policy

Exotic Imports – Bamboo Fencing | Marble & Riverstone Vanity Basins
Updated 4 October 2026. The basin change-of-mind terms below apply to new orders placed from this update. Earlier orders retain the terms offered when purchased. Nothing in this policy limits your rights under Australian Consumer Law.

Basin change-of-mind returns

If your basin isn't right for you, email exoticimports777@gmail.com within 14 days of delivery or collection to request a return.

The basin must be unused, uninstalled, unaltered and undamaged, with its original box and protective inserts intact and suitable for safely repacking and reselling the basin. Careful opening and minor cosmetic marks are acceptable. Packaging damage that prevents safe reuse may make a change-of-mind return ineligible. If the packaging arrived damaged, please contact us so we can agree on suitable return packaging.

Approved change-of-mind returns incur a 20% restocking fee based on the price actually paid for the returned basin, excluding freight. Original delivery charges are non-refundable, and return freight is at the customer's expense. No additional photography or administration fee applies.

Before returning your basin

Please email your order number or proof of purchase and photographs of the basin and its packaging. Wait for our return instructions before sending it back.

Approval to send a change-of-mind return does not guarantee a refund. We will inspect the basin and packaging on arrival to confirm they meet the return conditions.

Please send approved returns within 14 days of receiving our return instructions, unless we agree otherwise. Pack the basin securely with all protective inserts. We recommend tracked freight and cover suitable for transporting a stone basin. If a return arrives damaged, we will contact you with details before deciding its eligibility.

Approved returns can be sent to Exotic Imports, Unit 5/30 Collingwood Street, Osborne Park WA 6017, Australia. Please arrange any in-person return with us first.

Refunds and exchanges

We will inspect your return and, if eligible, process your refund to the original payment method within seven business days of receiving it. Your bank or payment provider may take additional time to display the refund.

For change-of-mind exchanges, we process the original basin as a return under these terms and arrange a new purchase for the replacement.

Basin cancellations before dispatch

You may cancel a basin order for a full refund before it has been dispatched. There is no charge for requesting stock photographs and no obligation to buy.

See your basin before you buy

Every natural stone basin is unique. Before purchasing, email exoticimports777@gmail.com with the basin code, model, size and colour to request photographs of available stock.

Once you confirm your chosen basin and we confirm availability and delivery costs, we will email a Shopify invoice with a secure payment link. Your order will be for the individual basin selected. This service is optional; you can also purchase directly online.

Lighting and screens can affect how colours appear. Natural variation and photo approval do not remove your rights if goods are faulty, incorrectly supplied or materially different from their description.

Bamboo fencing and other products

Our voluntary basin change-of-mind offer does not apply to bamboo fencing or other products. We do not offer change-of-mind refunds or exchanges for these products. Your Australian Consumer Law rights remain unaffected.

Faulty, damaged, incorrectly supplied or misdescribed goods

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. For a major failure, you are entitled to choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we will provide an appropriate remedy in accordance with the law, including repair within a reasonable time.

The change-of-mind time limits, packaging conditions, restocking fee and freight deductions above do not apply to remedies required under Australian Consumer Law. Original packaging is not required for a faulty-product claim. We cover reasonable return costs where a consumer-guarantee problem is confirmed and arrange collection where required for heavy or difficult-to-return goods.

Please inspect your order on arrival and contact exoticimports777@gmail.com as soon as possible if it is damaged, faulty, missing items or incorrect. Include your order number or proof of purchase and photographs where possible. Prompt reporting helps us investigate, but there is no 24-hour cutoff on your statutory rights. Please contact us before disposing of the item or its packaging so we can advise on the next steps.