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:
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Be in unused, unopened, resaleable condition
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Include all original packaging
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Be returned within 14 days of approval
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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:
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Custom-made, custom-packed, or special-order products
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Products manufactured, tinted, or allocated specifically for a customer’s job
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Goods that have been picked, palletised, or packed for dispatch
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Orders where freight has already been booked
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Items sold under project pricing or pallet pricing
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Products not kept as regular warehouse stock
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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:
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Production or packing has commenced
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The goods have been palletised
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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:
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Within 7 days of delivery
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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:
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Installed in accordance with the manufacturer’s TDS, SDS, and installation guides
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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:
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
Ordering & Accounts
No. H2O Supplies sells to both trade and non-trade customers. Trade accounts offer access to discounted pricing and are available to eligible builders, waterproofers, tilers, and contractors, subject to approval.
Yes. We offer trade account pricing for eligible builders, waterproofers, tilers, and contractors. Trade accounts are subject to approval and may include tiered pricing based on spend. Apply via our Trade Account Application page.
We accept major credit cards, Apple Pay, Google Pay, Shop Pay, and other secure checkout options shown at checkout. Approved trade accounts may also be eligible for account-based purchasing.
Shipping & Click & Collect
We are located at 1/209 Robinson Rd E, Geebung QLD 4034, QLD, and supply Australia-wide. Customers outside Brisbane can order online for delivery to site or depot.
Yes. We deliver to residential, commercial, and construction sites across Australia. Delivery options and costs are calculated at checkout based on order size, weight, and location.
Delivery timeframes vary based on product type, order size, and location. Most stocked items ship within 1–2 business days. Estimated delivery times are provided at checkout.
Yes. Click & Collect is available from our Geebung warehouse during business hours. You’ll receive a notification once your order is ready for collection.
Products & General Information
Yes. We supply professional-grade waterproofing products used by licensed contractors across residential and commercial projects.
We can provide general product information to help with product selection based on typical use cases and manufacturer documentation. Project-specific system design or suitability advice is not provided outside a formal consultancy engagement.
Yes. We supply waterproofing products used across new construction and remedial applications, including membranes, primers, sealants, and preparation materials. Product suitability must always be confirmed for the specific application.
Technical Advice & Compliance
Many products we supply are manufactured and tested to meet relevant Australian Standards when used as part of a compliant system and installed in accordance with the manufacturer’s instructions. Suitability and compliance must always be confirmed for the specific application.
We provide general product information and guidance based on manufacturer documentation for product selection and supply.
Site-specific waterproofing advice, independent assessments, and rectification guidance are provided only through a formal consultancy engagement. These services are advisory in nature and may include site inspections, reporting, and recommended remedial approaches.
H2O Supplies does not undertake installation, certification, or contracting works.
Waterproofing consultancy services are available through a formal engagement only. This typically includes independent site inspections, diagnostic assessments, and advisory recommendations for appropriate waterproofing systems or remedial approaches.
Consultancy services are advisory in nature and do not include installation, contracting, or certification.
To request a waterproofing consultant, you can book directly via our Book a Trusted Waterproofing Consultant in Minutes page.
No. H2O Supplies does not provide waterproofing design certification, Form 15s, or installation sign-off. These services must be provided by appropriately licensed and engaged professionals.
Returns & Warranties
Returns are assessed in accordance with our Returns & Refunds Policy. Due to the nature of waterproofing products, unused and unopened items may be eligible for return, subject to approval.
Returns for incorrectly ordered or excess items may be considered if the product is unused, unopened, and in original condition. Approved returns may be subject to a restocking fee and return freight costs.
All returns are assessed in accordance with our Returns & Refunds Policy and are subject to approval.
Product warranties, where applicable, are provided by the manufacturer and are subject to correct storage, preparation, and installation. H2O Supplies does not provide installation warranties.