Returns & Exchanges

Your satisfaction is our priority, and we want to make sure you're informed about our Returns and Exchanges policy. Please take a moment to familiarise yourself with it for a hassle-free shopping experience.

At Carvus, we take pride in offering unique, handcrafted, and custom-made products tailored to your preferences. Due to the bespoke nature of our Goods, we maintain a strict policy regarding returns, exchanges, and refunds as follows:

1. Returns or Exchanges for Change of Mind

Bathtubs: Once an order is placed, including deposits, it is non-refundable.

Returns, exchanges, or refunds for change of mind or dislike of the Goods are not accepted.

Basins: If you change your mind and the item is unopened and unused with it’s original packing, please send us an email at support@carvus.com.au within 48 hours of receipt of the goods.

2. Sale and Discounted Items

Products marked “On Sale” or offered at a reduced price are not eligible for returns, exchanges, or refunds.

3. Quality and Pre-Purchase Clarifications

Customers are encouraged to seek clarification and details about our Goods before placing orders to ensure satisfaction with the purchase. More details can be found in our FAQ’s or by sending us an email.

4. Damage or Defects Upon Delivery

Customers must inspect their Goods immediately upon delivery.

Any damage or defects must be reported in writing to support@carvus.com.au within 48 hours of receipt, accompanied by supporting images and order details.

If approved, Goods must be returned in their original condition and packaging within 7 days from our confirmation email.

5. Return Logistics and Costs

Customers are responsible for delivery charges and costs to return Goods. We can assist with logistics; payment for return shipping must be made upfront unless otherwise agreed.

Delivery costs, including return shipping, are non-refundable.

6. Repeated Delivery Delays

Customers may request reasonable adjustments to delivery dates. However, repeated delays or failure to collect Goods will void eligibility for returns, exchanges, or refunds.

7. Refund Process

Approved refunds will be processed to the designated bank account within 5–10 business days after the returned Goods are received in their original condition and packaging. If the goods have been purchased online, money shall be refunded back to the original method of payment as per the terms and conditions outlined on our merchant provider’s website (Stripe), typically within 5-10 business days.

Failure to return Goods in acceptable condition, including damaged or discarded packaging, may result in forfeiture of any compensation.

8. Exclusions and Limitations

Returns are not accepted for Goods damaged due to:

Fair wear and tear.

Misuse or failure to follow maintenance instructions provided in our care sheet.