✓ FREE SHIPPING OVER $100 (excluding bulky and fragile items) ✓FAST DISPATCH ✓PAY IN 4 INSTALLMENTS WITH AFTERPAY

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Frequently Asked Questions

How can we help you?

Frequently Asked Questions

General store questions

Where are you based?

We are headquartered in North Ryde, NSW with products distributed from our Sydney and Brisbane warehouses.

Can I visit your showroom?

As we are an online only store, we do not have a showroom. However, we will be able to provide more details as well as additional photos and videos at request, please contact us at info@zure.com.au

Do you provide samples for products?

We do provide samples of finishes for certain products including some vanities, please reach out to us at info@zure.com.au and we’d be glad to help you out!

Do you price match?

Zure prides itself in our customer service and competitive prices. Please send us an email at info@zure.com.au with the details of where you have seen the product/s as well as the quantity and we will see what we can do for you! 

Do you offer trade discounts?

Yes we do! Please contact us at info@zure.com.au with the following details:

  • Company name
  • ABN
  • Email
  • Contact number

Do you offer wholesale?

As we are in the online retail space ourselves, we do not offer wholesale.

Do you ship internationally?

Unfortunately we do not offer international shipping at this stage. 

Shipping

How does delivery work?

As soon as your order has been placed with zure.com.au we will dispatch your items as quickly as possible. Items will be dispatched within 1 - 2 business days of receiving an order if the product is in stock from our Sydney/Brisbane warehouses.

We only use premium shipping services to fulfill our orders. All of our products are sent via Toll or TNT/FedEx with the exception of rugs, which are sent via Aramex. An email will be sent with all relevant information with the dispatch date and consignment number.

Non bulky items will be  "Leave Safe" deliveries. If you do not consent to this, please contact us via info@zure.com.au to arrange an alternative.

For bulky items, you must be home to accept and sign for deliveries. A card will be left if you are not at home and it will be the responsibility of the customer to collect the goods or arrange an alternative delivery time at the cost of the customer.

Having yourself or someone on your behalf to be available to assist the driver in the unloading of large heavy goods is recommended. Large items will not be delivered upstairs by the delivery driver and is at the discretion of the customer to arrange a method themselves. Large item deliveries are a door to door service, and it is the responsibility of the customer/recipient to get items from the door to your desired location onsite.

Please note drivers are equipped to deliver heavy products to the front entrance of single level houses only with flat driveways. For apartment or challenging sites, the driver will need assistance from trades or customers to move products.

How much does delivery cost?

Non Bulky Items

Free delivery is offered for all orders over $100 to all major cities in Australia excluding bulky items. 


Mirror Shaving Cabinets
Free delivery is offered for all orders for Mirror Shaving Cabinets (sized under 1000mm) to all major cities in Australia. 

Shipping costs apply for Mirror Shaving Cabinets sized 1000mm and over.

Shipping cost for bulky items is automatically calculated via the cart.

Rates can vary according to the specific location and products ordered. 


For Sydney metro only

We offer free delivery for orders over $500. If you select Free Metro Delivery and you are not located in Sydney Metro, additional shipping fees will be incurred and you will be contacted about this before dispatch. 


For the rest of Australia

We use either courier or freight service - shipping is calculated at checkout. 

Regional and Rural areas are subject to additional shipping charges. We will email you additional costs for shipping based on live rates. If you are unsatisfied with the additional costs of delivery, you may either:

  • Organise your own delivery (we will refund you the fixed delivery fee charged)
  • Request for a refund of product. We will issue your refund within 1-2 business days.

Bulky items are generally delivered on pallets to avoid damage.

Please let our team know if there are access difficulties at your home. Redelivery fees will apply if the courier is unable to deliver products when they arrive to site. Alternatively, couriers can leave your ordered products at the nearest depot for you to pick up.

Contact us at info@zure.com.au if shipping is unavailable in your area and we can organise a custom quote for you.

How long will it take for my order to arrive?

Sydney CBDCan do same day delivery, 1-2 Business days. 

Sydney Metro: 1-2 Business days  

Wollongong, Gosford, Canberra: 2-3 Business Days 

NSW rural: 3-5 Business days  

Victoria CBD: 3-5 Business days 

Victoria Rural: 5-7 Business days 

SA/QLD CBD3-5 Business days 

SA/QLD Rural5-7 Business days 

TAS/WA5-7 Business days 

Can I order online and pick up the items/s from your warehouse?

Yes, use the pick up in store option at check-out. All in store pick ups are free. Please note that pick ups are only available to Sydney based customers. The pick up location may be from Auburn, Chester Hill, Guildford, Greenacre, North Ryde or any combination thereof, depending on product/s ordered. We will notify you via email once your order is ready to be picked up. If you require the item urgently, please contact us via info@zure.com.au.

How can I track my parcel?

Once orders are dispatched we will contact you via email with a tracking link for your parcel/s.

What is your shipping policy?

It is the responsibility of Customers to be at home for their shipment or to arrange an alternate means of receiving shipments. Any re-deliveries/adjustments will incur a re-delivery fee which will be charged by the courier company. Once the shipment has been delivered it becomes the responsibility of Customers. 

All our items are sent out in good, brand new condition, and are checked for damage and for missing parts prior to dispatch. It is important to thoroughly check your goods upon delivery and to notify us of any damage within 48 hours of receiving the order. Evidence of damage will need to be documented with photographs. 

No claim or responsibility will be accepted after 48 hours as our shipping company cannot guarantee that any damage was not caused following receipt of the item or during the installation process. The shipping provider’s insurance will only accept claims within the 48 hour period of receiving the goods, otherwise the Customer is deemed to have accepted the Goods and liability for the Goods.

Payments

What methods of payment do you accept?

We accept the following modes of payment 

  • AMEX
  • Apple Pay
  • Google Pay
  • JCB
  • Mastercard 
  • PayPal
  • Shop Pay
  • VISA

Do you offer Afterpay?

Yes! We are proud to offer flexible payments options to our customers with our Buy Now Pay Later policy with Afterpay.

How can you ensure my transaction is secure?

We at Zure work hard to make sure your security and privacy are protected. Our Shopify payment security system encrypts your information during the transmission process. We do not share your credit card or payment details with third-party sellers and we do not sell your information to others.

Products

Do you offer assembly on vanities?

Unfortunately we do not offer pre-assembled vanities, all of our products are semi flat packed for ease of transport and installation.

Can I get pool fencing/shower screens cut to size?

Unfortunately we do not offer customised dimensions for glass products. 

Returns

What is your returns policy?

We provide a 30 days change of mind returns policy for all products except for files, glass and mirrors. Returns won’t be accepted for tiles, glass and mirror products. 

A 20% restocking fee may apply for all change of mind returns. All return shipping costs will be incurred by the customer. 

Email us at info@zure.com.au with your request and reasoning for returning, along with any supporting images. Our team will assess your request and if approved you will be refunded with store credit.

All return products must have their original packaging, not be installed, and in a re-sellable condition. Please ensure that the product is securely packaged, if the product has been damaged during return shipping, returns will not be approved.

What if the wrong item was delivered/received?

Very occasionally we may accidentally ship out the incorrect item to you. If you have received a wrong item please notify us at info@zure.com.au as soon as possible within 48 hours of delivery receipt. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no charge to you.

What are the terms of return?

  • A Buyer shall advise Zure in writing via email of the return of faulty, damaged or incorrectly delivered goods within 48 hours of date of delivery.
  • Unless agreed in writing via email by Zure, the returned goods are not deemed to be accepted by Zure.
  • Goods shall not be returned for credit except with the prior approval of Zure or as required by law. Such returns will be at the expense of a Buyer.
  • A store credit note will be issued to the Buyer, when the criteria are met of Zure.
  • Zure will not be liable for goods which have not been stored or used in a proper manner.
  • A Buyer shall bear all risk for returns until Zure acknowledges receipt of goods via email.
  • Zure shall not accept any claims for defective goods without inspection and to the satisfaction of Zure’s representative that the goods are faulty in manufacture or material. SeeWarranty Policy for more detail.
  • Alleged defective goods shall be sent, in appropriate packaging, to Zure by an authorised carrier where at Zure’s sole discretion goods shall be replaced, repaired or credited to the Buyer’s account or as required by law.
  • The Buyer shall not be entitled to return any goods supplied without the prior approval of Zure.
  • Zure reserves the right to disallow any credit claims made later than 30 days from the date of purchase or as required by law.
  • We are not able to accept returns of any kind once you have attempted to install or use the product.
  • 20% Restocking fee may apply for returns.
  • For any items purchased via Afterpay, store credit will be given for any approved returns. Any personal agreements with Afterpay will still be valid and you will be required to continue to pay for any scheduled repayments. Zure does not offer partial refunds/store credits. Approved returns will be given store credit for the total value of the item(s) returned. For any Afterpay queries please contact Afterpay on 1300 100 729.

Fitness for Purpose:
  • A Buyer agrees that it does not rely on the skill or judgement of Zure in relation to the suitability of any goods for a particular purpose. Any advice, recommendation, formation or assistance provided by Zure is provided without any liability by Zure whatsoever.

The expressions “we”, “us”, “our” and “Zure” refer to Zure Pty Ltd ABN 11 631 304 473, in this returns policy.

Warranty

How long is my product's warranty period - Bathware?

All of Zure's bathware products vary from a 12 month to 10 year product warranty. 

Schedule for the following brands: Inspire, Unicasa, Summer, Giorgio, Livanity.

  • For all other brands (Taqua, Belbagno, Austworld, Turner Hastings, and Poseidon), please see individual product listings for warranty information.

Type

Warranty period: product replacement

Warranty period: parts replacement

Basins

7 years

12 months

Baths

7 years

12 months

Bathtub components

12 months 

12 months 

Butler sinks 

7 years 

12 months 

Mirrors

12 months 

12 months

Shaving cabinets

12 months

12 months

Stone tops

10 years

12 months

Tapware



Tapware range

3 years

12 months

Bathroom accessories

5 years

12 months

Bath spout

3 years

12 months

Ceramic cartridge

7 years

12 months

Hand shower and head shower

3 years

12 months

Shower accessories and parts

12 months

12 months

Shower rails and arm 

3 years

12 months

Shower screen

2 years

12 months 

Toilets



Toilet suites & all vitreous china cisterns and pans, vitreous china basin/vanity tops

7 years

12 months

Toilet seat cover, components

12 months

12 months

Water inlet and outlet valve

2 years

None

In-wall cistern

5 years 

12 months 

Vanities

10 years

12 months 

How long is my product's warranty period - Lights?

All of our lights have a 5 year warranty period.

Brand/Type

Warranty period: product replacement

EGLO Lights

5 years

Nordlux Lights

5 years

How long is my product's warranty period - Rugs?

Brand/Type

Warranty period: product replacement

Rugs

12 months

How do I make a warranty claim?

Please contact us at info@zure.com.au with the details of your claim including your contact details, proof of purchase, item and model number, a brief description of the issue with the product and supporting evidence (eg. photographs).

What are the terms of the warranty?

  • This product warranty for Zure product/s commences from the date of purchase of the product/s.
  • Please refer to the warranty table in the above Schedule which sets out the product/s, warranty period for each product and warranty coverage.
  • We warrant that our products are designed, manufactured and assembled in accordance with applicable Australian standards, including Water Efficiency Labelling Standards (WELS).
  • We warrant that under proper care, domestic/residential use and maintenance of the product/s, our product/s will be free from defects subject to the terms and conditions which follow.

What are the warranty conditions and exclusions?

  1. Our product warranty is in addition to your rights, remedies and consumer guarantees under Australian Consumer Law at Schedule 2 of the Competition and Consumer Act 2010 (Cth) (“ACL”) [1]. 

  2. This warranty must be read in conjunction with the ACL and nothing in this warranty has the effect of excluding, restricting or modifying any rights under the ACL.
  3. For any minor product failure, you are entitled to have the product repaired or replaced if the goods fail to be of acceptable quality or under the guarantee of goods contained in ACL and such failure does not amount to a major failure.
  4. For any major failure, you are entitled to a replacement of or monetary refund for the product/s and, failing any replacement or refund (subject to the determination of Zure) compensation for any other reasonably foreseeable loss or damage [2].
  5. Zure requires access to product/s to undertake any agreed warranty repairs or replacement that is/are subject to the warranty exclusions below.

Warranty Exclusions

To the extent permitted by law:

  1. This warranty only applies to minor or major defects in a Zure product which arise from faulty materials or workmanship and does not apply to other defects that may arise in relation to the product, including but not limited to, accidental damage, abuse, misuse, maltreatment, abnormal stress or strain, harsh or adverse weather conditions or cleaning products used, including excessive water pressure, temperature, harsh chemical irritants or failure or neglect to properly maintain and use Zure product/s.
  2. The work covered by our warranty, including the labour and/or 3rd party costs, is limited to the pre-approved scope of work set out in any work order. Additional work, including additional labour and/or 3rd party costs, will require our authorisation.
  3. Zure is not responsible for any consequential loss or damage to any furniture, floor coverings, walls, waterproofing, fixtures or to any such related claims (including any claims for compensation for related works to address any product defect by a third party) or consequential loss or any kind caused by any defect or in relation to the installation in connection with Zure products.
  4. For the avoidance of doubt, this warranty does not apply if:
  5. Our product/s is/are not installed correctly by any persons in accordance with express Zure and/or provided manufacturer specific installation instructions.
  6. Any installation of our product/s does/do not comply with the Australian standards, relevant building codes or laws, where applicable.
  7. Water pressures and/or temperatures exceed stated limitations as per the product/s installation instructions [3].
  8. Any attachment of any accessories or replacement parts to products other than those provided or approved by Zure.

The expressions “we”, “us”, “our” and “Zure” refer to Zure Pty Ltd ABN 11 631 304 473, in this warranty.

[1] Please see COMPETITION AND CONSUMER ACT 2010 - SCHEDULE 2 The Australian Consumer Law (austlii.edu.au)

[2] Zure’s liability is limited to the amount of the purchase price of the product/s.

[3] Note: AS/NZS 3500.1-2003 specifies 500kPa maximum water supply pressure at any outlet within a building for new installations.

Terms of Service

What are your Terms of Service?

Please find our full Terms of Service linked here.

Privacy Policy

What is your Privacy Policy?

Please find our full Privacy Policy linked here.

Other questions

Help! I've got a question not on this list

Please feel free to reach out to us via one of the 4 options below:

  1. Email info@zure.com.au
  2. Phone: (02) 9635 3589
  3. Website chatbox
  4. Contact us form

We will do our best to help you out!

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