Delivery & returns
We deliver kitchen and bathroom products across Australia from our Loganholme showroom. Shipping charges and estimated timeframes are shown at checkout based on your postcode, item size and weight. Your rights under the Australian Consumer Law are not excluded by anything on this page.
Shipping & delivery
Processing
- Orders are usually prepared within 1-3 business days after payment clears.
- Special-order, made-to-order or supplier-stocked items follow manufacturer lead times. We will confirm timing after you order if it differs from the estimate at checkout.
- Delivery dates are estimates, not guarantees. Carriers and freight partners can experience delays outside our control.
How we ship
- Parcels (most tapware, accessories and compact fittings) travel by courier. Checkout uses weight-based courier rates. South East Queensland / Brisbane / Logan area starts from about $16.95. Rest of Australia starts from about $22.95.
- Bulky freight (vanities, baths, toilets, large basins, stone tops, large mirrors and similar) travels by specialised kerbside freight. These are generally delivered kerbside or to ground-level access (driveway, garage or carport on a reasonably flat approach). South East Queensland starts from about $89. Rest of Australia starts from about $159. Exact rate depends on weight and destination at checkout.
- Drivers are not expected to carry goods up stairs, into multi-level apartments without lift assistance, or through difficult site access. Please arrange help from your builder or trades if the product needs to move further into the property.
- There is no free shipping on bulky goods. Parcel and bulky products use separate shipping profiles so heavy items are not charged at light parcel rates.
Showroom pickup - Loganholme (free)
- Address: 1 Bryants Road, Loganholme QLD 4129
- Price: $0 (select Showroom pickup - Loganholme at checkout)
- Hours: Mon/Tue/Wed/Fri 9am-5pm; Thu 9am-6pm; Sat 9am-3pm; Sunday closed
- Available once we confirm your order is ready. Bring your order confirmation.
Being ready for delivery
- Please ensure someone can receive the goods, or contact us beforehand if you need authority to leave.
- If you request goods to be left unattended, risk of loss or damage after confirmed delivery passes to you.
- Failed delivery attempts or unreasonable refusal to accept delivery may incur redelivery or storage charges.
Inspect on arrival
Please check packaging and products as soon as they arrive - and before storing or installing.
- Photograph any crushed cartons, torn wrapping or visible damage before opening if possible, and again once unpacked.
- Tell us about transit damage, shortages or wrong items within 48 hours of delivery at customerservice@elenni.com.au or 07 3209 9644, with your order number and clear photos.
- Do not install a damaged or incorrect product. Installation is treated as acceptance of the goods' visible condition.
Returns & refunds
Change of mind (30 days)
You may request a change-of-mind return within 30 days of delivery (or pickup) if the item is eligible.
Eligible returns
- Unused and not installed
- Complete with all parts, fittings and manuals
- In original packaging, in clean, resalable condition
- Authorised by us before you send anything back
Not eligible for change of mind
- Custom, made-to-order, special-order or cut-to-size products (including many stone tops and bespoke vanity configurations)
- Used, installed, altered or damaged goods
- Clearance, ex-display, final-sale or specifically marked non-returnable items
- Samples and commercial/project quantities (unless we agree in writing)
How to return
- Email customerservice@elenni.com.au with your order number, item details and reason within 30 days of delivery.
- Wait for our written authorisation and return instructions.
- Return the goods to our Loganholme showroom (1 Bryants Road, Loganholme QLD 4129) using a trackable service. Fragile or bulky returns should be insured and packed to the same standard as outbound freight.
Costs on change-of-mind returns
- Return freight is your responsibility.
- Original outbound shipping is non-refundable.
- On accepted change-of-mind returns, a restocking fee will most likely apply. This is typically set by the manufacturer or brand's return rules - it is not solely an Elenni decision.
- We are happy to discuss with you whether a fee applies based on the nature of the goods you purchased - assessed case by case when you request authorisation.
- If goods come back not in resalable condition (for example damaged packaging, missing parts or site marks), we may also deduct a reasonable handling cost reflecting what we actually incur - we will explain any deductions before finalising the refund.
- Approved refunds go to your original payment method, usually within 7 business days after we inspect the return (your bank may take longer to show the credit).
Exchanges
We do not offer direct like-for-like exchanges on change of mind. Return the unwanted item (if eligible), then place a new order for the product you prefer.
Damaged, faulty on arrival, or wrong item
If goods arrive damaged, incomplete or incorrect:
- Contact us within 48 hours with photos and your order number.
- Do not install the product.
- Where the issue is our error or proven transit damage reported on time, we will arrange a fair remedy - repair, replacement or refund as appropriate - and cover reasonable return freight we organise.
Post-installation manufacturing faults are handled under the relevant manufacturer warranty. Installing a product with visible damage or the wrong specification may limit the remedies we can offer for that issue.
Cancellations before dispatch
Contact us as soon as possible if you need to change or cancel an order. If goods have not yet been picked or ordered in, we will usually cancel with a full refund. Once a special order has been placed with a supplier, change-of-mind and cancellation rules above may apply.
Elenni Kitchen & Bathroom Collection
1 Bryants Road, Loganholme QLD 4129
Email: customerservice@elenni.com.au
Phone: 07 3209 9644
