Wow Bathroom Renovations: Cancellation & Refund Policy

At Wow Bathroom Renovations, we take pride in delivering high-quality workmanship and excellent customer service. We understand that sometimes circumstances change, so we have put together this policy to clearly explain your rights and our processes regarding cancellations and refunds.

This policy is written in plain English and is fully aligned with the Australian Consumer Law (ACL), as well as the requirements of our Buy Now, Pay Later partners like Zip Money and Humm BNPL.

1. Your Rights Under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the issue, you are entitled to a repair, replacement, or refund. The remedy depends on whether the problem is classified as “major” or “minor”:

  • Minor Problems: If a problem with our service or provided goods can be easily fixed, we will repair or correct the issue at no extra cost to you, within a reasonable timeframe.
  • Major Problems: If there is a major failure with our service (for example, it is substantially unfit for its purpose and can’t be easily fixed, or it creates an unsafe situation), you have the right to cancel the contract. You may seek a refund for the unconsumed portion of the work or compensation for the drop in value.
  • Goods with Major Failures: You are entitled to a replacement or refund for major failures with goods (e.g., fixtures or fittings), and compensation for any other reasonably foreseeable loss or damage.

Please note: We do not offer refunds if you simply change your mind after the work has been completed, if you found a cheaper alternative elsewhere, or if a problem was caused by misuse or damage after we finished the job.

2. Cancellation Policy

We know life can be unpredictable. If you need to cancel your bathroom renovation project, please contact us as soon as possible.

  • Before Work Commences: If you cancel your project before we have started work and before any custom materials have been ordered, you will receive a full refund of any deposits paid.
  • Custom Materials & Pre-ordered Items: Bathroom renovations often require ordering custom items (such as bespoke vanity units, specific tile orders, or custom-cut glass). If you cancel after these items have been ordered or manufactured, we cannot refund the cost of these specific items, as they cannot be easily resold. We will deduct these costs from your deposit or final refund.
  • During the Project: If you choose to cancel the contract while the renovation is underway for reasons other than a major failure on our part, you will be billed for the labor completed and materials used up to the date of cancellation.

3. Standard Refund Process

If you are entitled to a refund, we will process it as quickly and transparently as possible.

  • Refunds will always be issued using the original payment method used for the purchase.
  • Please allow up to 5 to 10 business days for the funds to appear in your account, depending on your bank’s processing times.

4. Buy Now, Pay Later (Zip Money & Humm BNPL)

If you financed your renovation using a Buy Now, Pay Later service such as Zip Money or Humm BNPL, the following specific rules apply based on Zip and Humm BNPL merchant requirements:

  • Refund Routing: We process the refund directly through our merchant dashboard back to Zip or Humm BNPL. We cannot issue cash or direct bank transfers for payments made via Zip or Humm BNPL.
  • Zip or Humm BNPL Account Credit: Once we process the refund, the funds will be credited directly to your Zip or Humm BNPL account.
  • Processing Time: It can take up to 14 business days for Zip or Humm BNPL to process and apply the refund to your balance.
  • Account Balances: If you still owe money on your Zip or Humm BNPL account, the refund will reduce your owing balance. If your Zip or Humm BNPL account is fully paid off, the refund will put your Zip or Humm BNPL account in credit. You can then contact Zip or Humm BNPL directly to have those funds transferred back to your personal bank account.
  • Note: Any monthly account fees or late fees charged by Zip or Humm BNPL are handled strictly by them and are not refundable by Wow Bathroom Renovations.

5. How to Request a Cancellation or Refund

If you need to discuss a cancellation, request a refund, or report an issue with your renovation, please get in touch with our team in writing. We will review your request, assess the site if necessary, and get back to you promptly.

Contact Details:

  • Business Name: Wow Bathroom Renovations
  • Email: hi@wowbathroomrenovations.com.au
  • Phone: +61 8 7008 9222
  • Address: Suite 49, 2/70 Hindmarsh Sq, ADELAIDE SA 5000, Australia

We are committed to resolving any issues fairly and efficiently. If you have any questions about this policy before we begin your renovation, please don’t hesitate to reach out!