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Shipping & Returns

SHIPPING POLICY

  • Order Processing

    • Orders are typically processed within 1–2 business days after payment is confirmed (Monday–Friday, excluding public holidays).

    • During peak periods or for large/bulk orders, processing may take slightly longer, we will notify you if there’s a delay.

  • Delivery Methods & Costs

    • Standard shipping is via trusted courier to addresses within Australia (mainland). Additional fees may apply for remote or rural locations.

    • If you require express delivery or specialised freight (e.g., heavy items on a pallet), please contact us for a quote.

    • Shipping costs will be displayed at checkout or confirmed in your order confirmation email.

  • Delivery Times

    • Once dispatched, most standard parcels arrive within 2–7 business days, depending on your location in Australia.

    • Large items or freight deliveries may require extra time, you will be notified of any expected delivery window.

    • Please note: delivery to the kerbside only for bulky items, the courier may not carry items into your home or site unless specifically arranged.

  • Inspection on Delivery

    • Please inspect your goods upon delivery:

      • Confirm the correct items have arrived.

      • Check the packaging is intact and undamaged before signing for delivery.

    • If you notice visible damage or missing items, please note it on the delivery receipt and contact CIC Plumbing immediately.

  • Risk and Ownership

    • Risk of loss or damage passes to you once the goods are delivered and signed for.

    • Ownership transfers once full payment has been received and the goods are delivered.

  • Delayed or Lost Deliveries

    • If you have not received your order within the estimated time, please contact our customer service team with your order number, and we will track the shipment.

    • Some delays may be outside our control (e.g., weather, courier network issues); we will keep you informed.

RETURNS & EXCHANGES

  1. Change of Mind / Unwanted Goods

    • If you change your mind and wish to return an item, please contact us within 30 calendar days of delivery (you may wish to extend this depending on your business).

    • Goods must be returned:

      • Unused and in resalable condition, including all original packaging, accessories, manuals, tags, etc.

      • In the same condition as they were received (no installation or signs of use).

    • You are responsible for the cost and risk of returning the goods to our nominated address, unless otherwise agreed.

    • A restocking fee may apply for high-value, large or special-order items (you may choose to include this).

    • We reserve the right to deduct from the refund if the item is not returned in a condition suitable for resale.

  2. Faulty, Damaged or Incorrect Goods

    • If the goods are faulty, damaged on arrival, or not what you ordered, please notify CIC Plumbing within 7 days of delivery. Provide photos or other evidence of the issue.

    • Once the issue is verified, we will arrange for:

      • A repair or replacement (if available), or

      • A full refund, including any reasonable return shipping costs incurred by you (if applicable).

    • If the fault is discovered after that timeframe, you may still have rights under the manufacturer’s warranty, we will assist in facilitating it.

  3. Return Procedure

    • Contact us at [insert email/phone] with: your order number, reason for return, and supporting evidence (photos if applicable).

    • We will provide you with a Return Authorisation (RA) number and the return address or instructions.

    • Pack the item carefully in its original packaging (or equivalent) and ensure it is safe for transit.

    • Once we receive and inspect the returned item and confirm it meets the policy conditions, we will issue your refund (or replacement) within 14 business days.

  4. Non-Returnable Items / Conditions

    • The following items may be excluded from return or may incur additional fees:

      • Custom-made or special-order items (e.g., bespoke plumbing fixtures)

      • Items that have been installed, used, modified or damaged by you

      • Goods with broken seals, missing parts, or which cannot be resold as new

      • Goods returned outside the specified return period without agreement

    • We expressly reserve the right to refuse a refund or charge a reduction for any returned goods that do not comply with our condition requirements.

  5. Refunds

    • Refunds will be processed to the original payment method used.

    • It may take up to 7–10 business days (or according to your bank/card provider) to appear in your account.

    • Shipping costs (if paid) may only be reimbursed if the return is due to our error (faulty item, incorrect item, damage on arrival).

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