Returns Policy

This Returns Policy applies to purchases made through the Fragments online store.

We understand that occasionally you may change your mind or order something that isn't quite right for your project. For eligible returns, we offer online store credit in accordance with the conditions below.

Change-of-mind returns

We offer a 14-day return policy for eligible products purchased online. If you change your mind or select an incorrect product, you may request a return within 14 days of receiving your order.

Approved change-of-mind returns will receive online store credit for the full purchase price paid for the returned products. No restocking fee applies.

To be eligible for a return, products must be unused, unopened, in their original packaging and in a condition suitable for resale. Proof of purchase is also required.

We reserve the right to decline change-of-mind returns that do not meet these conditions.

Non-returnable items

We do not accept change-of-mind returns for the following products:

Lighting

Tapware

Mirrors

Towel rails

Basins and sinks

These exclusions do not affect your rights under Australian Consumer Law.

If you're unsure whether a product is eligible for return, please contact us before purchasing.

How to request a return

Please contact us within 14 days of receiving your order, providing your order number and details of the products you wish to return.

If your return is approved, we'll provide instructions on how and where to send the products.

Customers are responsible for arranging and paying for return shipping. Original delivery charges are not credited for change-of-mind returns.

We recommend using a tracked delivery service and securely packaging returned products to prevent damage during transport.

Products must be received in their original condition and packaging to qualify for store credit.

Please do not return products without obtaining approval first.

Online store credit

Once we've received and inspected your returned products, we'll notify you of the outcome.

If approved, we'll issue online store credit for the full purchase price paid for the eligible returned products, excluding any original shipping charges.

Online store credit is valid for 12 months from the date of issue and can only be redeemed against purchases made through the Fragments website at fragmentsshop.com.au. The expiry date will be confirmed when the credit is issued. Any unused balance will expire after that date.

Online store credit cannot be redeemed against purchases in our Hobart store, exchanged for cash or transferred to another person. This does not affect your rights under Australian Consumer Law.

We do not offer refunds for change-of-mind returns.

Faulty, damaged or incorrect products

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective or different from what you ordered.

We'll assess the issue and arrange an appropriate remedy.

Where a product fails to meet a consumer guarantee under Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances.

Our change-of-mind return conditions, including the 14-day period, product exclusions and store-credit-only policy, do not limit your rights under Australian Consumer Law.

Where required by Australian Consumer Law, we will also reimburse reasonable return costs.

Australian Consumer Law

Our Returns Policy is in addition to your rights and remedies under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.

For more information about your rights, please visit the Australian Competition & Consumer Commission (ACCC) website.