Refund policy

1. Returns

TeraHome offers a 30-day return period from the date the customer receives the goods.

To be eligible for a return, items must:

• Be unused, unopened, and in original packaging
• Be in resellable condition
• Be accompanied by proof of purchase

Return requests must be submitted via [email protected] prior to returning goods.

Return Address: Melbourne
Store Hours: Monday to Sunday — 8:00am to 5:00pm (Closed on Public Holidays)
Phone Support: +61 0401868426

TeraHome reserves the right to refuse returns that do not meet the above conditions.

2. Damaged, Faulty or Incorrect Goods

Customers must inspect goods upon delivery.

If an item is damaged, faulty, or incorrect, the customer must notify TeraHome within a reasonable timeframe so the claim can be assessed and resolved in accordance with Australian Consumer Law.

TeraHome may request:

• Photographic evidence
• Installation details
• Plumber report (where applicable)

3. Non-returnable Items

Returns will not be accepted for:

• Used or installed products
• Items not in resellable condition
• Custom or made-to-order products
• Clearance, sale items, or gift cards (unless required by law)
• Personal care items
• Hazardous materials, flammable liquids or gases

Nothing in this policy excludes consumer guarantees under Australian Consumer Law.

4. Standard Warranty (365 Days)

TeraHome provides a 365-day limited product warranty from the date of purchase for eligible products.

The warranty covers manufacturing defects only and does not cover misuse, installation error, or normal wear and tear.

Warranty claims may be declined where:

• Installation was not completed by a licensed plumber
• Installation does not comply with AS3500 or relevant building standards
• The product was installed incorrectly
• Repairs or adjustments were performed by an unlicensed person
• Inappropriate or abrasive cleaning products were used
• Variations within manufacturing tolerances (including Vitreous China tolerances under AS1976 ±5mm)
• Claims are outside the standard service area unless agreed in writing

Proof of purchase is required for all warranty claims.

5. Extended Warranty

TeraHome may provide an additional 12-month extended warranty to registered customers and approved trade partners as a promotional incentive. Extended warranty applies only to selected products, requires account registration and eligibility approval, and does not extend coverage beyond manufacturing defects.

6. Price Match Guarantee

TeraHome offers a Price Match Guarantee on eligible products. Contact [email protected] with competitor pricing evidence before purchase for assessment.