We accept product returns within 14 days of delivery under the following conditions:

• The item must be unused, unopened, and in its original, resaleable packaging.
• All original accessories, manuals, and labels must be included.
• Proof of purchase (invoice or order confirmation) is required.

Please note that returns received after 14 days cannot be accepted due to the shelf-life sensitivity of many waterproofing and construction materials.

Certain items are not eligible for return or refund, including:

• Products classified as bulky, custom-made, or special-order items not routinely stocked.
• Items with a limited shelf life or requiring controlled storage conditions.
• Goods sold under clearance, heavily discounted, or "no returns" promotions (as stated on the product page).
• Mixed or opened products, including containers where seals have been broken.

These exclusions are in place to maintain safety, quality, and compliance standards for all customers.

Please choose carefully. Due to the nature of waterproofing and construction products, we cannot accept returns for change of mind once goods have been dispatched.

Our team is always happy to assist with product selection before purchase — simply contact us for guidance or to review product data sheets (PDS).

Approved returns are subject to a 22% restocking and handling fee, which covers product inspection, packaging verification, and administrative processing.

Return freight costs are the responsibility of the customer, unless the return is due to our error (e.g. wrong item supplied or verified product defect). You can drop off at our store - 3/3 Sutherland St, CLYDE NSW 2142

In line with Australian Consumer Law, you are entitled to a replacement or refund if a product is found to be faulty, damaged, or not as described.

If you believe your item is defective:

• Contact us within 14 days of receipt.
• Provide clear photos, batch numbers, and a brief description of the issue.
• Our team will assess your claim and, if approved, arrange for a replacement or full refund at no cost to you.

To start a return, please email our support team with the following details:

• Order number and purchase date
• Product name(s) and quantity
• Reason for return
• Supporting photos (if applicable)

Once your return request is approved, we will provide return instructions and, where applicable, a return authorisation number.

Unauthorised returns or items sent without prior confirmation may not be accepted.

• Refunds are issued via bank transfer once the returned item has been received, inspected, and approved.
• Please allow up to 5 business days for processing.
• The 22% restocking fee and any applicable freight costs will be deducted from the refund total.
• Refunds will only be made to the original purchaser's details on record.

Orders cannot be cancelled after dispatch. If you wish to cancel an order, you must contact us immediately via email at orders@thewaterproofingsupplier.com.au.

Cancellation requests received before dispatch may be approved at our discretion. For cancelled orders where store credit is not accepted, the following transaction fees will apply:

• Mastercard & Visa: 2.5% of transaction value
• American Express & International Cards: 3.5% of transaction value
• Bank Transfers: 1% of transaction value

These fees represent the actual costs incurred from payment processors. Choosing store credit instead of a refund will avoid these transaction fees entirely.