Refund policy

Return & Refund Policy – The Waterproofing Shop Pty Ltd

Effective Date: 22 September 2026
ABN: 64 664 078 928
Address: 22/872 Canterbury Road, Roselands NSW 2196
Phone: (02) 8021 3517
Email: sales@thewaterproofingshop.com.au
Website: www.thewaterproofingshop.com.au

1. Purpose and Scope

This Return and Refund Policy applies to all goods sold by The Waterproofing Shop Pty Ltd (“we”, “us”, or “our”) within Australia. It operates in conjunction with our Terms of Trade and complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

2. Australian Consumer Law Compliance

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy does not limit or exclude any statutory rights or remedies available to you under Australian law.

3. Change of Mind or Incorrect Purchase

Discounted products are eligible for change-of-mind returns under the same conditions as full-priced products, unless they are clearly marked Final sale before purchase or another exclusion in section 7 applies.

Change-of-mind returns are accepted under the following conditions:

  • For online orders, you must notify us within 7 calendar days after delivery. For in-store purchases, you must notify us within 7 calendar days of purchase. Change-of-mind return requests must be made within the applicable 7-day period.

  • Goods must be unused, unopened, and in their original packaging.

  • Goods must be in resalable condition and accompanied by a copy of the invoice or proof of purchase.

  • Custom, tinted, or special-order items are non-returnable.

  • If accepted, a refund or store credit will be issued, less a 20% restocking fee deducted from the refund amount for all returned items.

4. Faulty, Defective, or Incorrect Goods

If you receive goods that are faulty, damaged, or incorrect:

  1. Notify us within 7 days of delivery via email with photos or videos showing the issue.

  2. We will assess the claim and, if approved, arrange one of the following remedies at no cost:

    • Replacement product

    • Store credit

    • Refund to the original payment method

  3. We reserve the right to inspect or test returned goods before confirming any remedy.

If the fault or damage occurred due to mishandling, misuse, or incorrect storage or application, no refund or replacement will be issued.

5. Return Authorisation & Procedure

All returns must have a Return Authorisation (RA) issued by our office before goods are sent back.

  1. Contact us via sales@thewaterproofingshop.com.au or call (02) 8021 3517 to obtain your RA.

  2. Once approved, securely package the goods and return them to:
    The Waterproofing Shop
    22/872 Canterbury Road, Roselands NSW 2196

  3. Goods may be dropped off in person at our trade counter during business hours, or securely packaged and sent by courier.

  4. Include your RA number and proof of purchase with the parcel.

  5. Once received and inspected, we will notify you of the outcome in writing.

6. Shipping Costs

  • Return freight is covered by The Waterproofing Shop only for items deemed defective, damaged, or incorrectly supplied.

  • For change-of-mind or incorrect-purchase returns, the customer is responsible for return shipping costs.

  • We recommend using a trackable courier service, as we are not responsible for loss or damage during return transit.

7. Goods Excluded from Change-of-Mind Returns

The following exclusions apply only to change-of-mind returns. They do not exclude remedies available under the Australian Consumer Law:

  • Opened, mixed, or used materials (sealants, membranes, primers, adhesives, grouts).

  • Cementitious and epoxy products past shelf life or improperly stored.

  • Products clearly identified as Final sale before purchase. A discount or compare-at price alone does not make a product final sale.

  • Custom-manufactured, tinted, or made-to-order goods.

  • Tools and accessories showing signs of use.

8. Refund Processing

Approved refunds will be processed to the original payment method within 10 business days of confirmation.
If more than 15 business days have passed after refund approval, please contact our Accounts Department.

9. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of New South Wales, Australia, and any disputes shall be subject to the exclusive jurisdiction of the courts of NSW.

For all enquiries or to lodge a return request:
📧 sales@thewaterproofingshop.com.au
📞 (02) 8021 3517
🏢 22/872 Canterbury Road, Roselands NSW 2196