Frequently Asked Questions
How to shop:
How do I start?
You will need to register with our Renovators Club before you can checkout your first order. Existing customers can simply login as normal.
What are the benefits of joining the Renovators Club?
There are many benefits to joining the Renovators Club including not having to enter your delivery address each time you proceed to checkout and the cost of freight can be calculated and shown immediately. Additionally you will receive a monthly Renovator Club newsletter via e-mail. Join Now
How long is the order in my shopping cart valid for?
The order in your shopping cart will be committed to you for 20 minutes. If the order is not checked out by the end of the 20 minutes, the order will be deleted from your shopping cart automatically.
How do I send my order to a different address?
At check out, you are able to change your delivery details. This allows you to have a different billing address from the delivery address.
Payment:
What credit cards do you except for Payment?
We accept Visa card and Master card.
Do I get a Receipt or Tax Invoice ?
Yes, you will receive a receipt for your payment by e-mail as soon as your payment is approved. A tax invoice will be sent with your order.
How are my credit card details kept safe ?
We do not hold any credit card details. All credit card payments are processed through Westpac Bank Payway.
Deliveries:
What is the delivery cost?
Unfortunately, due to the varying sizes and weights of our products, we can only provide an accurate cost of delivery on checkout. If you have joined our Renovators Club , you can put the products you wish to purchase into the shopping chart. And your postage will then be automatically calculated. Proceeding to checkout DOES NOT commit you to the purchase. You may cancel the transaction at any time before proceeding to "PROCESS ORDER".
What should I do if I receive damaged products or products are missing from my order?
You can contact us both by e-mail or by phone. One of our team members will help you immediately.
Can I pick up my order from your Sydney warehouse?
Yes, you are more than welcome to collect your order from our Sydney warehouse. You are able to choose this option as you check out your order. There will be no charge for pick up. One of our team members will contact you once your order is ready to collect.
N.B. We do not accept direct purchases from our Sydney warehouse. Please finalize your transaction online at the Bathroom Basement website before pick up.
Can I pick up my order from other Bathroom Basement showroom?
Unfortunately, we hold different stock at our showroom locations. You only can pick up your order made at the Bathroom Basement website from our Silverwater warehouse.
How long does delivery take?
Australian Air Express will dispatch your order for us. You should receive your order within 3-7 working days (Eastern Seaboard deliveries). South Australia & Western Australia may take up to 12 working days.
My Account:
How do I update my personal details?
You are able to update your personal details at any time. Log onto the Renovator Club. Click on my account to update your personal details. You can change your password for your account here as well.
Other Information:
Why are the prices so cheap?
We are affiliated to Tradelink Plumbing Supplies one of the leading Plumbing Merchants in Australia. This not only allows us to obtain new products at great prices, but also allows us access to a wide range of older or obsolete stock. None of the product are ‘seconds’. All products are in 100% condition, and come with the original manufacturer’s warranty.
Do the products come with a Warranty?
Yes. All products are covered by their original manufacturer’s warranty.
Can I return the products?
Products will only be accepted for return if they are faulty or different to our description on Bathroom Basement website. Please read our terms and conditions for more details. If the original order was delivered by courier, one of our team members will organise a courier to pick it up. If the original order was picked up from our Sydney warehouse, the customer is requested to return the products to our Sydney warehouse.
We will do our best to replace the product, however due to many of our products lines having minimal stock quantity. This may not be possible, in which case we will refund the amount of the whole transaction including delivery if the products are returned in their original condition.