FAQ | ABI Bathrooms & Interiors

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FAQ

FAQ's

FREQUENTLY ASKED QUESTIONS


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Our range is available to shop both online at here and in-store. You can visit us in our Burleigh Heads showroom on the Gold Coast, where our friendly team will be ready to assist you with any product and design queries you may have. Alternatively, we have a number of resellers across Australia and New Zealand that showcase a range of our products. To find your closest location, please visit our resellers page here.   
You can place an order by using the ‘shop’ and ‘add to cart’ options via our online store. To shop in-store, you can visit us at our Burleigh Heads showroom or at one of our reseller locations. Furthermore, our sales team is available to assist over the phone or via email.
Our website will display a notice over the product to let you know if the item is on backorder. The website will also display an estimated ‘back in stock’ date which will also be displayed on your invoice. If you have any questions about a backordered item, please email [email protected]. 
Yes you can! All items in your order that are in stock will be sent together. Any items on backorder will be sent as they are back in stock.
We accept Visa, MasterCard and Amex. We also offer payment through PayPal and AfterPay.
Need help choosing your shower components? No worries, checkout our Shower Set Checklist to find out what you need. You can also use our online chat function to be connected to one of our knowledgeable in-house staff members who can help guide you through your purchase.
Unfortunately, we are unable to modify an order once it has been placed. If you have forgotten to add an item to your order, you will be required to place a separate order. 
If you would like the delivery of your order held, please get in touch with our After Sales team. We can hold orders for a maximum of 2 weeks from the date of payment. After 2 weeks all products on your order that are in-stock will be sent out or will need to be collected.  

All orders are final once payment has been made therefore, no changes can be made. If you would like to cancel a backordered item from your order, please get in touch with our After Sales team at [email protected] and they will see if this is a possibility.

All orders are final once payment has been processed. You are welcome to return the item(s) within our relevant returns period. At the time of making your return, you can select store credit. Once your return arrives at our warehouse and has been processed, you can use your store credit code at checkout for your next order.

All ABI Gift Cards and store credits are valid for 3 years from the date of purchase/date of issue respectively.

Discounts are applied equally over each item on an order. Discounts cannot be redeemed for cash or for a refund.

Once payment has been made, your order is final. If you wish to cancel your order please contact our sales team on (07) 5520 2775 or email [email protected] to discuss. Please note if the order has already been dispatched, you will be required to place a return through our return portal here.
All shipping costs will be calculated automatically at checkout. If you require a shipping quote in advance, please contact us via live chat, email or phone. Please note, we offer free standard shipping on all orders over $1000, (exclusions apply). 
For all New Zealand orders, please visit our New Zealand online store here. For all United Kingdom orders, please visit our United Kingdom online store here. For all other locations, please contact our Sales Team directly to discuss international despatch [email protected]. 
All shipping time frames are reflective of the delivery service selected at checkout. We recommend contacting the respective carrier for up-to-date delivery time frames. Any guidelines on our website are for guidance only. We cannot guarantee delivery time frames.
You will receive an email notification when the order is booked in for despatch. Please ensure the shipping email provided at checkout is the best contact for all tracking notifications.  
Once your items are despatched you will receive an email with a tracking link. Please follow the link in the email for tracking updates. Please email [email protected] if you did not receive a tracking link. 
Please email [email protected] with your order number and the correct delivery address as soon as possible. If the order has already been despatched, ABI recommends getting in touch with the courier directly to redirect the parcel.  
Please email [email protected] with your order number. Please note you will incur an express shipping fee. If the order has already been despatched, we cannot change to express shipping.  
Most ABI orders require a signature upon delivery. This means you are required to be home in order to accept your parcel. If you are not home, at the time of delivery, a card will be left with details for alternate collection from your local post office or courier collection location. If authority to leave is available for your order, you can elect via the courier to have your package left somewhere safe. Please note, this option voids insurance and ABI is not liable for stolen or damaged goods.
ABI uses a third party to transport purchasesThey will deliver to the ground floor/street level of the property. Our couriers reserve the right to refuse delivery if the property does not easily accommodate vans or trucks.  
Please check your order immediately for the following:  
  1. Finish – Please ensure all items are the correct finish/colour. 
  1. Quantity – Please ensure you have received the correct number of items as per the delivery slip. 
  1. Damage – Please ensure all items have not been damaged during transit.  
If there are any discrepancies or concerns with your delivery, please contact ABI After Sales team within 3 days of receiving the items at [email protected]Ensure you include the following details   Name:  Original Order Confirmation:  Description of the concern:  Photographic/Video evidence:    Please note, if the order is delivered to a nominated address, it becomes the responsibility of the receiver to check the item(s) and get in touch within this period.ABI does not accept claims or returns on any items that are not in their original condition or that have been installed, (excluding concerns covered under ABI additional warranty). Our full terms and conditions can be found here: https://www.abiinteriors.com.au/warranty/. 
If your order arrives back at ABI HQ as a return to sender you will be contacted by our After Sales team. Please note: For ABI to resend these items you will incur a redelivery fee. 
ABI Interiors offers a limited 25 year warranty for residential customers. For more information on residential warranty conditions, see our warranty page here. Please note: our non-residential warranty differs from our residential warranty. For non-residential warranty enquiries please email [email protected] 
For all warranty or product enquiries, please fill out the form here and lodge your concern. Please note that all fields must be completed and photographic evidence provided in order to lodge your enquiry. Once submitted our After Sales team will be in touch with a resolution.  For all urgent enquiries please get in touch on (07) 5520 2775 after completing the form. 
Our Care Guide can be found here. Any products damaged by not following our Care Guide will not be covered under warranty.  
Unless specified for outdoor use, our ranges are designed for internal use and are not warrantied for outdoor use. This is due to the coatings being exposed to harsher conditions and UV light outside.
Please click here to view the terms and conditions of our returns policy.
 If you wish to lodge a return, please do so through our returns portal. 

ABI does not offer exchanges on ‘change of mind’ returns due to our high turnover of stock. Please place a new order for all new items.

 

 

ABI offers refunds on products returned due to a change of mind within 30 days of purchase. Where a product is returned outside of this timeframe (but within 90 days of purchase) ABI will offer you a credit note for that product. After that, we cannot accept your return.

Of course! If you return an item within our returns period that was paid for with store credit, your store credit will update on your account once your return has been processed.

Yes of course! Once your return has been processed, ABI will send you a voucher code for the value of the returned item. You are welcome to use this at checkout toward your next order.

All orders are final once payment has been processed. A coupon code and/or voucher code cannot be redeemed for a refund or applied to an order once an order has been processed. You are welcome to use the voucher code/coupon code at checkout with your next order.

Once you have lodged your return via our online return’s portal, you will receive an email from ABI with a link to download your returns’ summary. Please include this in your parcel upon return.

Yes, each return satchel or post box will require a different label. If you are returning more than 1x satchel or post box worth of items, please select the correct number of labels when lodging your return via our online portal. You will receive an email for each label.

Please note: The maximum size per satchel or post box is 113cm or 22kg.

Yes of course. If you are returning an item across two different orders, please lodge your return twice via our online returns portal and include both ABI Return Summaries in the parcel upon return.

This email will be sent directly from Australia Post within 15-20 minutes of lodging your return. If you do not receive an email from Australia Post with your return postage label, please check your junk mail as it could have been sent there. If you still have not received this, please contact the After Sales team at [email protected] within 48 hours of lodging your return.

We endeavour to process returns as soon as possible. However, this process can take up to 7-10 business days from when the items arrive at our warehouse. You will receive an email from our team once your return has been processed.

Please contact our After Sales team at [email protected] and they will be happy to assist you further.

You will be responsible for all shipping costs associated with returning a product and shipping costs are non-refundable.

Once a refund has been processed via AfterPay, they will cancel these items off your payment plan. If your payment plan with AfterPay is complete, they will process your refund.

All refunds are processed back onto the same card that was used at the time of purchase. We cannot process a refund on a different card. Please allow 10 business days for the funds to appear in your account.

If the card used at the time of purchase has expired or has been cancelled, generally the bank will redirect the refund to your new or replacement card. If you do not have a new card, generally the bank will redirect this to the bank account. Please note: This is in the majority of cases. If you have not received the funds within 10 days, please get in touch with our After Sales team.

As every store has its own returns’ process, you will need to get in contact with your place of purchase before returning goods to ABI. Once you have confirmed with your reseller you may be required to return the goods back to ABI directly. Your place of purchase will provide you with the necessary paperwork required for any returns to be processed. Be aware, however, that the reseller may not accept returns for change of mind. ABI’s Returns for Change of Mind Policy only applies to products purchased directly from ABI.

ABI was founded with a vision to fill a gap in the market for affordable luxury tapware. Our in-house design team enjoys innovating to develop the very best product for our customers. You can feel confident knowing you are buying directly from the manufacturer to access the most competitive prices for high-quality products. With thousands of happy customers and growing, we would love for you to join us on our mission to make luxury bathroom products available to everyone. 
Our ABI HQ and Showroom is located at 3/128 Kortum Drive, Burleigh Heads, Gold Coast, QLD 4220.
Our design team at our Burleigh Heads HQ work closely with our manufacturing team in Guangzhou, China; from ideation and design, right through to dispatch. Once shipped to Australia, our products undergo a final quality check before being sold and dispatched to our customers. All ABI ranges meet strict Australian and New Zealand guidelines and WaterMark ratings. Our tapware is certified under AS/NZS 3718:2005.
All ABI applicable products have WaterMark accreditation and a minimum 3 star rating. Please note that spouts on their own do not require a WELS rating as it is determined by the mixer it is paired with. Our WaterMark labels refer only to the AS/NZS 3718:2005 because it includes the AS/NZS 4020 Standard.
We sure do. To apply, please visit our trade application page here. For any further inquiries please contact [email protected].
Our tapware is certified under AS/NZS 3718:2005 meeting Australian and New Zealand standards, however, we have had customers use our products all over the world. Please get in touch with our sales team via [email protected] for more information.
Our stainless steel range is lead free. Our solid brass range does contain a low percentage of lead, however, the leaching levels are deemed as safe and are well below the Australian standard. 
Head to ‘Log In’ and follow the prompts. Please note, if you are are wanting a trade account you must apply here. first. Once you have been approved, our team will send through your login details.