Refund policy

Shipping & Returns Policy

Secasa Home
General enquiries: service@secasahome.com
Last updated: 19 September 2025

1) Shipping Coverage & Fees

  • We ship Australia-wide.

  • Freight is calculated by volumetric weight, destination, and access conditions. Rates are shown at checkout or quoted by our team for bulky/fragile items.

  • Bulky/fragile goods (e.g. bathtubs, vanities, stone benchtops, shower screens) may incur additional handling or tail-lift fees.

  • We do not deliver bulky goods to PO Boxes.

  • Unless otherwise stated on the product page or via a promotion (e.g. free shipping over $1,000 for eligible orders), all orders will incur shipping fees calculated at checkout.

2) Dispatch & Delivery Timeframes

  • In-stock items usually dispatch within 1–3 business days.

  • Back-order / custom or made-to-order items: we will email an ETA before processing.

  • Deliveries are handled by third-party freight carriers. Exact delivery dates/times cannot be guaranteed; public holidays and peak periods may extend transit times.

  • Orders with multiple items may be shipped separately from different warehouses.

Typical guidance (not guaranteed):

  • Metro: ~2–7 business days after dispatch

  • Regional/remote: additional time depending on carrier network

Important: Delivery times are estimates only and may be affected by factors outside our control, such as carrier delays, strikes, public holidays, or extreme weather events.

3) Delivery Service & Access

  • Standard delivery is kerbside / ground-floor only. Carriers cannot carry items upstairs or inside your property unless arranged in advance (surcharges apply).

  • If you select Authority to Leave (ATL), risk transfers to you once goods are left at the nominated address.

  • Please ensure someone is available to receive the delivery during business hours. Redelivery/storage fees may apply where access is restricted or delivery is unsuccessful.

Sydney Upstairs / In-Home Delivery (by arrangement only):

  • For Sydney addresses, upstairs / in-home delivery may be arranged with a surcharge.

  • Book in advance: info@secasahome.com or 0451 555 802.

  • Fees depend on access (stairs/lifts/clearances), item size/weight, and required manpower.

4) Order Tracking

  • Tracking details are emailed where available.

  • For large/fragile freight, carriers or our team may contact you to book a time window.

5) Click & Collect / Pick Up (Sydney)

  • Pick-up is available for Sydney-based customers.

  • Because we ship from multiple partner warehouses, the collection address and time window vary by product(s).

  • When your order is ready, we’ll email the exact pickup address and collection times.

  • Please bring your order confirmation and valid photo ID.

  • Inspect items at collection; once picked up, care and risk transfer to you.

6) Damaged or Missing Items on Arrival

  • Inspect goods upon delivery. If packaging is damaged, ask the driver to note it on the Proof of Delivery and take clear photos.

  • Report issues within 48 hours to service@secasahome.com with your order number, photos, and a brief description.

  • We’ll arrange a suitable remedy (replacement, repair, or refund) consistent with Australian Consumer Law (ACL) and manufacturer procedures.

7) Change-of-Mind Returns (14 days)

For eligible items, we accept returns within 14 days of delivery/collection, under these conditions:

  • Request a Return Authorisation via service@secasahome.com.

  • Items must be unused, uninstalled, and in original, resaleable packaging (including fittings, manuals, and protective materials).

  • Return freight is at the customer’s cost and responsibility (use insured/trackable freight).

Fees:

  • A 20% restocking fee applies (minimum $30, capped at $500 per return) to cover handling and inspection.

  • Original shipping/service fees are non-refundable.

  • Refunds are issued to the original payment method within 5–10 business days of inspection and approval.

Non-returnable items (for change of mind):

  • Custom / made-to-order products (e.g. customised spa baths, floor wastes, shower screens, vanities, mirror cabinets, stone, custom colour finishes)

  • Tiles and flooring

  • Clearance or special-order items

  • Installed or attempted-to-install items

  • Hygiene-sensitive products once opened (e.g. toilet seats, bidet seats, shower heads/handsets)

8) Cancellations

  • Orders may be cancelled before dispatch for a refund (excluding any custom work already commenced).

  • After dispatch, cancellations are treated as change-of-mind returns (see Section 7).

9) Warranty & Product Issues

  • All products are covered by manufacturer warranties.

  • Plumbing/electrical items require installation by a licensed tradesperson for warranty support — please retain your tax invoice and installer details.

  • To lodge a warranty claim, email service@secasahome.com with your order number, photos/video, a description of the issue, and installer details.

  • Where inspection or return-to-base testing is required, the customer may need to ship the product (at their cost) to the nominated service centre, unless otherwise required under the ACL.

10) Australian Consumer Law

Nothing in this policy limits your rights under the ACL. You are entitled to a repair, replacement, or refund for major failures, and to compensation for other reasonably foreseeable loss or damage.

11) Contact

General enquiries: service@secasahome.com
Sydney upstairs/in-home booking: info@secasahome.com or 0451 555 802
Return address (by arrangement only):
Unit 2/29 Cornwall Rd, Auburn NSW 2144, Australia