Refund policy

1. Return and Refund Policy

At B.T DZOWA & F.E DZOWA (operating via q4bd01-ws.myshopify.com), we believe that your bathroom should be a sanctuary of comfort, elegance, and practical luxury. We design and curate top-tier bath fixtures—including high-pressure wash/shower heads, self-draining ergonomic soap dishes, and heavy-duty space-saving towel hooks—crafted to elevate your daily self-care rituals. If our products fail to meet your standards or fit your space seamlessly, we offer a straightforward, customer-friendly 30-day return policy.

1.1 Eligibility Criteria for Returns

To qualify for a voluntary return, items must satisfy strict quality and sanitation benchmarks due to the intimate nature of personal hygiene fixtures:

  • 30-Day Evaluation Period: Your return request must be formally lodged within 30 calendar days from the official delivery date logged by the shipping carrier.

  • Pristine Condition & Packaging: The product (wash head, soap holder, or towel hook) must be completely unused, uninstalled, free from water stains, scratches, or plumber's tape residue, and returned in its original, undamaged retail packaging with all mounting hardware, gaskets, and instruction sheets intact.

  • Proof of Ownership: A valid order confirmation number, invoice, or store receipt from q4bd01-ws.myshopify.com is required for processing.

1.2 Non-Returnable Merchandise

For safety and hygiene compliance, the following items cannot be accepted for return:

  • Products that show clear evidence of installation, water exposure, plumbing modifications, or tool marks.

  • Clearance, final sale, or promotional bundle items explicitly marked as non-refundable.

  • Gift cards or digital vouchers.

1.3 Step-by-Step Return Process

Please do not ship packages back without prior written confirmation from our customer care team. Unauthorized returns cannot be identified or refunded. Follow these simple steps:

  1. Request Authorization: Email [email protected] with the subject header Return Request - [Your Order Number].

  2. Submit Visual Documentation: Attach high-resolution photos displaying the uninstalled item, hardware parts, and intact packaging. If reporting a manufacturing fault or shipping damage, provide clear close-up images highlighting the issue.

  3. Obtain RMA & Instructions: Upon approval, our support team will email you a formal Return Merchandise Authorization (RMA) along with step-by-step packing instructions.

  4. Ship Package: Pack the items securely to prevent breakage during transit and send them to our primary return facility:

    • Return Address: 27 Andros Circuit, Mindarie, WA 6030, Australia

    • Attn: Returns Dept – Shane Ingate

1.4 Return Shipping Responsibilities

  • Standard Returns (Buyer Preference, Change of Mind): The customer assumes full financial responsibility for return freight, tracking, and postal fees. We strongly advise using a tracked and insured postal courier service.

  • Damaged, Defective, or Incorrect Goods: If your order arrives broken, missing parts, or if you received the incorrect item, B.T DZOWA & F.E DZOWA will cover all freight costs by providing a prepaid shipping label or reimbursing verified courier expenses.

1.5 Inspection & Refund Processing

Upon physical arrival at our Mindarie facility, our technicians will inspect the returned hardware within 3 business days:

  • Approval & Payment Return: Approved refunds are credited directly to your original payment account (Credit Card, Debit Card, or PayPal).

  • Bank Processing Timeline: Financial institutions generally take between 5 to 10 business days to clear funds back into your account balance.

  • Partial Refunds & Deductions: Returned items showing signs of physical alteration, missing mounting screws, or damaged product boxes may incur a restocking fee of up to 25% or be returned to the buyer.

1.6 Exchange & Cancellation Policy

If you prefer an exchange (e.g., swapping a matte black towel hook for a brushed nickel hook), the most efficient process is returning the original item for a refund and placing a new order online. Order cancellations or shipping address modifications must be requested within 2 hours of purchase by emailing [email protected] before fulfillment commences.