Refunds & Returns

Effective 15 October 2026

This Refunds & Returns Policy forms part of our Terms & Conditions of Sale. It is issued by Nehme Corp Pty Ltd (ACN 624 674 791, ABN 28 624 674 791) trading as Classic Warehouse (“Classic Warehouse”, “we”, “us”). “You” means the person or business purchasing from us.

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Policy excludes, restricts or modifies those rights. The conditions, fees and time limits below apply to returns for change of mind and to the practical handling of claims. They do not limit any remedy the law gives you for goods that are faulty, not as described or not fit for a disclosed purpose.

2. Goods damaged in transit, incorrect or missing

1. Delivered orders. Please inspect your order on arrival. Where possible, note any visible damage on the delivery docket before signing. Report damaged, incorrect or missing items to us within 48 hours of delivery, with clear photographs of the goods, the packaging and the pallet label.
2. Collected orders. Please inspect your goods at our warehouse before you leave. Once goods are loaded and accepted by you or your nominated driver, transit damage after loading is not our responsibility.
3. Keep all damaged goods and packaging until we have assessed the claim. Where a claim is accepted, we will replace the affected goods at our cost or, if a replacement is not available, refund the price of those goods.

3. Faulty goods

If you believe a product is faulty, contact us as soon as you become aware of the issue, and before installation wherever the fault is visible on reasonable inspection. Provide your order number, a description of the problem, photographs and, where relevant, the batch and shade codes printed on the boxes. We will assess every claim promptly and in good faith. Some claims may need to be referred to the manufacturer or inspected on site.

Because tiles cannot be reused once laid, please inspect every box before installation as described in our Terms & Conditions of Sale. Characteristics that are visible on reasonable inspection, such as shade, batch, calibre, size and surface finish, are best raised before any tile is fixed. This protects your project and preserves your options.

4. Change-of-mind returns

We are not required to accept returns when you have simply changed your mind. We accept them as a courtesy on these conditions:

1. Time limit. You must contact us to request a return within 30 days of delivery or collection. Once we approve the return, the goods must reach us within 7 days of that approval.
2. Condition. Goods must be in full, unopened boxes, in their original packaging, unused, undamaged and in a resaleable condition. They must come from a current batch that we continue to stock.
3. Proof of purchase. Please quote your order number.
4. Inspection. All returns are inspected on arrival. Goods that do not meet these conditions may be refused, or returned to you at your cost.
5. Restocking fee. A restocking fee of 25% of the price paid for the returned goods is deducted from your refund. It covers handling, inspection and re-palletising.
6. Return freight. You are responsible for returning the goods to our Holroyd warehouse at your cost and risk. You can drop them off during opening hours, or we can arrange collection for a fee equal to the original delivery fee for the returned weight.
7. Delivery fees. Original delivery fees are not refundable on change-of-mind returns.

5. Goods that cannot be returned for change of mind

• opened boxes, part boxes and loose tiles;
• goods that have been cut, laid, fixed, sealed, treated or otherwise used;
• clearance, end-of-line and discontinued products;
• special-order, indent and made-to-order products, once ordered from the supplier;
• samples;
• commercial or bulk quantities, unless agreed in writing before purchase; and
• goods whose return would leave less than our minimum stock holding of that batch.

6. How refunds are paid

Approved refunds are made to your original payment method within 10 business days after we receive and inspect the goods. Allow additional time for your bank or payment provider to process the credit. Where we have confirmed in writing that a return is due to a fault, transit damage or our error, no restocking fee applies and we cover the reasonable cost of the return.

7. Shade, batch and natural variation

Variation in shade, tone, veining and texture between batches, and within a batch, is an inherent characteristic of ceramic, porcelain and natural stone products. It is not a fault. Samples, photographs and on-screen colours are a guide only. We cannot guarantee that a later order will match an earlier batch, so please order enough for your whole project, including an allowance for cuts and wastage.

8. How to make a claim or request a return

Email hello@classicwarehouse.com.au or call 0413 663 463 with your order number, the items concerned and, for damage or fault claims, photographs. We will confirm the next steps in writing. Please do not send goods back without our written approval.

Classic Warehouse · Holroyd NSW · Monday to Friday, 8 am to 5 pm.