Returns & Refunds Policy

At H2O Supplies, we supply specialist waterproofing products to licensed trades, builders, and commercial clients. Because many of our products are made to order, pre-allocated, or procured specifically for each project, our returns and cancellation conditions differ from typical retail purchases.

Please read the following carefully.

1. Approval Required for All Returns

No goods may be returned without prior written approval from H2O Supplies.

Approved returns must:

  • Be in unused, unopened, resaleable condition

  • Include all original packaging

  • Be returned within 14 days of approval

  • Be returned at the customer’s cost unless otherwise agreed

Approved returns may incur a restocking fee.

2. Non-Returnable & Non-Refundable Items

The following items cannot be returned or cancelled under any circumstances:

  • Custom-made, custom-packed, or special-order products

  • Products manufactured, tinted, or allocated specifically for a customer’s job

  • Goods that have been picked, palletised, or packed for dispatch

  • Orders where freight has already been booked

  • Items sold under project pricing or pallet pricing

  • Products not kept as regular warehouse stock

  • Any items not in original, unmarked, unopened condition

This applies to most WMA, Mapei, and other made-to-order materials where stock is produced or packed specifically for your project.

3. Order Cancellations

Order cancellations must be requested before:

  • Production or packing has commenced

  • The goods have been palletised

  • Freight has been booked or arranged

Once any of the above has occurred, cancellation is no longer possible.

This protects both the manufacturer and H2O Supplies from the significant costs of preparing large commercial orders.

4. Shortages or Delivery Issues

Any claim for shortages, incorrect items, or damaged goods must be made:

  • Within 7 days of delivery

  • With photo evidence of the goods and packaging

Claims outside this timeframe cannot be accepted.

5. Warranty Claims

Warranty claims are handled according to the manufacturer’s warranty conditions.
H2O Supplies does not approve, deny, or override manufacturer warranties.

Products must be:

  • Installed in accordance with the manufacturer’s TDS, SDS, and installation guides

  • Applied by suitably qualified tradespeople

6. Trade Account Customers vs. Upfront-Payment Customers

For customers without an approved H2O Trade Account, full payment is required before goods are ordered or dispatched.
These orders are treated as final once goods are procured or booked for freight.

7. Full Trading Terms Apply

This Returns & Refunds Policy should be read in conjunction with our:

Trading Terms & Conditions

Where any ambiguity exists, our Trading Terms & Conditions take priority.

Need Help?

If you have any questions regarding returns, cancellations, or order conditions, please contact:
📧 accounts@h2osupplies.com.au
📍 1/209 Robinson Road East, Geebung QLD 4034
🕒 Mon–Fri: 6:30am – 4:00pm