REFUND POLICY
Return & Refund Policy
DMP Building Services Pty Ltd
180 George Street, Concord West NSW 2138
At DMP Building Services, your satisfaction is at the heart of everything we do. We take pride in offering quality products and ensuring a smooth, transparent experience from purchase through to delivery. This policy outlines our returns and refund process clearly, so you always know where you stand.
Should you need assistance at any stage, our team is here to help. Please have your invoice or order number ready when you get in touch.
1. Change of Mind Returns
We understand that sometimes circumstances change. If you have a change of mind, you are welcome to return eligible items within 30 days of the dispatch date for a refund or store credit, subject to the conditions below.
Eligibility Requirements
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The item must be in its original condition and packaging — uninstalled and free from any signs of use or wear.
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Items must be securely packed to prevent damage during return transit.
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Proof of purchase (receipt or order number) must be provided or verifiable in our system.
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Items must not fall within our excluded or clearance product categories.
Applicable Fees
Fee Type | Detail |
|---|---|
Return Postage | The cost of returning goods to our warehouse is the customer’s responsibility. |
Original Shipping | Deducted from the refund or credit amount. |
Restocking Fee | 25% of the item’s value, applied to all change-of-mind returns. |
Note
We are happy to arrange a return courier on your behalf, or you may use your own preferred carrier. If you organise the return independently, we strongly recommend selecting a tracked service, as DMP Building Services cannot accept liability for items lost or damaged in transit.
Return Shipping Fees
The following minimum return shipping fees apply
Item Category | Minimum Return Shipping Fee |
|---|---|
Baths or Tiles, Flooring | $220 or actual delivery cost, whichever is greater. Items must be returned in original packaging, skid, and wrapping. |
Large Items (toilets, basins, sinks) | $80 or actual return freight cost, whichever is greater. Original packaging, skid, or pallet must be included. |
Small Items (tapware, showers, accessories) | $15 or actual delivery cost, whichever is greater. |
2. Orders Not Yet Dispatched
Once an order has been processed, changes are generally not possible. However, in some circumstances which is depending on warehouse processing status, we may be able to assist with a modification or cancellation.
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A 5% cancellation fee applies to orders cancelled prior to dispatch.
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If changes are possible, a restocking fee will apply.
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Custom-made or made-to-order items cannot be amended once manufacturing has commenced. Manufacturing typically begins within 24 hours of order confirmation. We encourage you to review your order carefully before confirming.
3. Delivered Goods
If your goods have been delivered and remain unopened and in their original condition, you may be eligible to return them under the following timeframes:
Timeframe | Outcome |
|---|---|
After 60 days | Returns will not be accepted. |
30 to 60 days from dispatch | Store credit (minus original shipping and 30% restocking fee). |
Within 30 days of dispatch | Full refund (minus original shipping and 25% restocking fee). |
Returns Will Not Be Accepted If:
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The original packaging is absent or damaged (including skids or pallets).
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The item has been installed, used, or is missing parts.
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The item fails our return inspection. In such cases, return freight to the customer will be at their cost.
4. Exchanges
Exchanges are warmly supported under the following terms:
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Pre-dispatch: You may exchange your order free of charge before it has been processed.
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Post-dispatch: Exchanges are subject to a 25% restocking fee on the exchanged item(s).
At this time, we are unable to facilitate direct product-for-product swaps for delivered orders. To exchange an item, please return the original product for a refund and place a new order for the preferred item.
5. Damage Notification
Prompt reporting of any damage is essential for us to assist you effectively. Please follow the guidelines below carefully.
At the Time of Delivery
If you observe any damage to your goods upon delivery, please notify the delivery driver immediately and do not accept the item without noting the damage.
Within 24 Hours of Delivery
Important
All damage must be reported to DMP within 24 hours of receiving your delivery. Please contact us promptly and provide clear photographs of the affected items so our team can assess the situation and arrange a resolution.
Please be aware that goods stored on building sites or handled by tradespeople cannot be claimed for damage after this 24-hour window, as we are unable to determine when or how the damage may have occurred.
Warehouse Pickup
Customers collecting orders from the DMP warehouse are responsible for inspecting their items thoroughly before leaving the premises. Claims submitted after departure will not be accepted.
6. Installation Responsibility
It is the responsibility of all tradespeople and installers to inspect goods thoroughly before installation commences. DMP Building Services cannot accept responsibility for goods that are damaged during or after the installation process.
7. Tiles, Marble Mosaic & Timber Flooring
We are unable to accept claims for replacement, repair, or reimbursement once tiles or flooring products have been laid. This includes claims relating to defects, size variation, shade variation, or any other characteristic that would have been reasonably apparent prior to installation.
It is the responsibility of the tiler, under the supervision of the builder and/or homeowner, to carefully inspect all items before laying them.
8. Faulty & Warranty-Covered Goods
Tiles, timber flooring, and bathroom ware with manufacturing defects are covered by the relevant product warranties. Warranties are generally managed by the supplier or manufacturer and apply to products that have been professionally installed by a licensed tradesperson.
Please refer to the warranty card supplied with your product or contact our team for assistance. We are happy to help guide you through the warranty process.
9. Special Product Conditions
Product Type | Return Condition |
|---|---|
Sample Tiles | Sample tiles may differ from the bulk delivered product in colour or finish, and are not refundable or replaceable. |
Commercial Quantities / Bulk Orders | Returns are not accepted for bulk purchases. Exceptions are considered on a case-by-case basis and may be subject to a restocking fee. |
Damaged or Missing Packaging | Items with damaged or missing packaging are not eligible for return, as they cannot be resold. |
Clearance Products | Cannot be returned or refunded. Product warranties remain upheld by the respective supplier. |
Made-to-Order Items | Cannot be returned or refunded once the order has been confirmed. |
Tiles, Stone Baths & Drop Ship Products | May be returned within 30 days. A 25% restocking fee and return freight cost apply. Items must be in original condition with all packaging, skid, and pallet intact. |
10. Return Process
To initiate a return, please follow these steps:
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Contact our team at orders@dmpbuildingservices.com.au with your invoice or order number.
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Provide clear photographs of the item and its packaging before booking the return. This allows us to confirm the condition of the goods prior to collection.
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Complete and include a Returns Form with your package (available on request by email).
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Pack items securely. Do not apply postage labels directly to the product’s original packaging — please use a separate outer box or bag.
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Ship your return to the address below, using a tracked and insured postal service. Return postage is the customer’s responsibility.
Return Address
DMP Building Services Pty Ltd
180 George Street, Concord West NSW 2138
Inspection & Refund Processing
All returned items are subject to an inspection by our team upon receipt, which may take up to five (5) business days. Refunds or credits will only be processed once the inspection has been completed and the item is confirmed to be in acceptable condition.
Items returned in a damaged or used state will not be accepted. If a returned item is deemed ineligible, the customer will be contacted and will need to arrange and cover the cost of having the item returned to them.
11. Contact Us
We are always here to help. If you have any questions regarding returns, refunds, exchanges, or warranties, please do not hesitate to reach out to our friendly team.
Return Address | 180 George Street, Concord West NSW 2138 |
Warranty Enquiries | |
General Returns & Orders |
We want you to love your purchase.
If anything isn’t quite right, please reach out and our team will be delighted to assist you.