Click here to submit your Return Claim Form

Shipping & Returns

1. Sales Taxes

We are required to automatically charge and withhold the applicable GST for orders to be delivered to addresses within australia. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or country.

2. Delivery Date

Delivery dates are estimates only and the Company is not liable for any loss or damage for failure to deliver by the estimated delivery date.

3. Returns

3.1 Subject to and to the maximum extent permitted by the Consumer Law, Products are sold on a non-return basis and unless damaged, faulty or incorrectly delivered cannot be returned.

3.2 The Customer must be a customer of Pacific Empire Pty Ltd (Company) and are only entitled to return the Products to the Company if it believes the Products are not supplied in accordance with the description, quality or quantity set out in the Quotation.

3.3 Any return of Products must:

(a) be approved by the Company prior to the Products being returned to the Company and the Company reserves the right to inspect Products to be returned;

(b) be made at the Customer’s cost; and

(c) be returned according to the Company’s procedure for returns, as updated by the Company from time to time, including but not limited to the Products:

(i) being returned in the Products’ original packaging which must be in its original and saleable condition. For the avoidance of doubt, the Products must not have been installed;

(ii) including the Invoice number and date for the Products being returned;

(iii) if the Products are returned pursuant to clause 1:

  • the Customer must advise the Company of returns required of Products within three (3) days after the delivery date, otherwise no liability will be accepted,
  • all damaged or faulty Products (excluding unavoidable imperfections) will be credited or replaced if the Company is advised within three (3) days after the delivery date and upon inspection by the Company are found to be damaged or faulty; and
  • the Company will not be liable for any special, exemplary, punitive or consequential Loss incurred by the Customer; and

3.4 If the Company, at its sole discretion, determines that the Products may be returned under clauses 1 or 5.2, the Company may, at its sole discretion:

(a) credit the Trading Account of the Customer with a credit equal to the price specified in the Price List or Quotation (as applicable) for the relevant Products; or

(b) supply replacement Products to the Customer.

3.5 If the Company, at its sole discretion, determines in good faith to accept a return of Products for reasons other than because the Products returned do not meet the description, quality or quantity set out in the Quotation, the Customer must pay a restocking fee equal to 20% of the Fees payable in respect of returned Products.

3.6 Once a Product has installed the terms of the Express Warranty will apply.

This express warranty covers defects that have arisen solely from faulty materials or workmanship in the Products.                                              Defects that arise as a result of the following are not covered by this warranty:(a)abuse, misuse, neglect, maltreatment, excessive stress or strain;(b)excessive water pressure or temperature (which do not comply with the recommended usage below);(c)repairs or alterations (other than by an accredited and licensed technician); and(d)attachments of accessories any kind.

4. Damaged or Incorrect Merchandise

No liability is accepted for damage or shortage of product unless written notification is received

within 3 days for damaged goods or shortages on delivery. 

All goods of faulty manufacture (excluding imperfections permitted within AS1976 Vitreous China Used in Sanitary Appliances) will be credited or replaced if the Company is
advised within a reasonable time after delivery, and the faulty product is made available for inspection and return. To the extent permitted by the Trade Practices Act and other relevant legislation, the Company’s liability is limited to: The cost of replacing the goods;The cost of obtaining equivalent goods; or The cost of having the goods repaired. The Company is not responsible for any lack of operation or performance of goods (or any loss or damage) where goods are used or adapted for a purpose for which they are not designed.




To make a claim:

Warranty claims

The consumer must lodge the warranty claim as soon as possible and no later than 7 Days after the consumer first becomes aware of the damage or defect using the link :- Return Claim Form

Return Claims

Return claims will only be reviewed via email within 3 days of delivery with listed information to include:-

(a) proof of purchase (e.g. invoice or receipt)                                                                                                                                                                 (b) item/s and qty   

(c) Claims will be processed through Pacific Empire Pty Ltd Customer Service and each accepted claim will be issued with a Return Authority form and number which is recorded by Pacific Empire Pty Ltd .

(d) This return Authority form must to attached to all goods to be returned, returns will not be accepted without the Return Authority form.