Terms & Conditions

By using the BESTEN HOME website (including our mobile site, app, and social media pages) (“Website”), you agree to these Terms & Conditions (“Agreement”) and our Privacy Policy. This Agreement is between you and BESTEN HOME (“we”, “us”, “our”). We may update these terms at any time, and changes will be posted on the Website. Continued use of the Website means you accept the updated terms.

1. Registration & User Requirements

To place orders or access certain Website features, you must register an account and provide accurate personal information (name, address, valid email).

By using the Website, you consent to receiving marketing communications from us. You may unsubscribe at any time. Some communications may be implied through Website functionality (e.g., cart reminders).

To register, you must:

• Be at least 18 years old
• Have a current Australian residential address
• Have legal capacity to enter into a binding agreement

2. Access & Use of the Website

You must use the Website only through the interfaces we provide and in accordance with applicable laws.

You must NOT:

• Interfere with or disrupt the Website or hosting servers
• Use robots, data‑mining tools, or scraping technologies
• Tamper with security features
• Copy, distribute, or use content without our permission

Fraudulent, abusive, or illegal activity may be referred to authorities.

You are responsible for all activity on your account. Keep your password secure. We are not liable for unauthorised account access caused by your failure to protect login details.

If you suspect unauthorised use, notify us immediately and change your password.

We do not guarantee uninterrupted Website availability or the accuracy of linked third‑party sites.

3. Information on the Website

Product information is based on details provided by suppliers and manufacturers. Except as required by law, we are not responsible for inaccuracies caused by third‑party information.

You must verify product suitability before purchasing.

Due to screen and photographic limitations, actual product colours or appearance may vary slightly. Some images may be promotional and not exact representations.

4. Disclaimer & Liability

To the fullest extent permitted by law, BESTEN HOME excludes all liability for any loss or damage relating to the Website, including:

• Errors or inaccuracies
• Actions taken based on Website content
• Personal injury or property damage
• Unauthorised access to servers or personal data
• Interruptions or transmission failures
• Viruses or harmful code
• Linked third‑party products or services

We do not guarantee or endorse third‑party products or services advertised on the Website.

Where liability cannot be excluded under Australian Consumer Law, it is limited to the minimum extent required.

Except as required by law, BESTEN HOME and its affiliates are not liable for any special, incidental, or consequential damages.

You are responsible for ensuring your actions comply with applicable laws.

If you require insurance for goods or services, you must arrange this independently. BESTEN HOME accepts no liability for uninsured third‑party services.

5. Indemnity

You agree to indemnify BESTEN HOME, its directors, officers, employees, and agents against any loss or liability arising from your breach of this Agreement or your conduct.

6. Placing Orders

You are responsible for all orders placed using your account.

Product listings are invitations to treat, not offers. Your order is an offer to purchase goods or vouchers under these terms.

Items in your cart are not reserved until checkout is completed. Orders are confirmed only once full payment is received.

Fraud Detection

We use automated fraud detection systems. Orders flagged for review may be delayed or cancelled. We may reject and refund orders suspected of fraud.

Order Rejection

We may reject orders due to:

• Suspected fraud
• Pricing or description errors
• Inability to ship the product

Order Errors

Review your order carefully. Once confirmed, orders cannot be changed or cancelled. Change‑of‑mind returns are at our discretion.

If we cannot fulfil your order, you will receive a full refund.

7. Pricing, Payment & Discount Codes

Prices and charges are in Australian dollars.

Payment must be received in full before dispatch. If payment fails, items cannot be held.

Discount codes:

• Apply to a single transaction
• Cannot be combined with other offers

8. Store Credits

Unused store credit remains on your account.

BESTEN HOME may update store credit terms with reasonable notice.

Store credits issued in lieu of refunds expire 12 months from issue. Promotional or goodwill credits expire 3 months from issue.

9. Change‑of‑Mind Returns (365 Days)

You may return eligible items within 365 days for a full refund, provided:

• Items are unused and uninstalled
• Items are in original packaging
• Items are in 100% resalable condition

Non‑returnable items include:

• Custom‑sized stone tops
• Stone tops with cut holes
• Custom vanities
• Smart bidet seats
• Cut‑to‑size linear grates
• Nano‑coating shower screens
• Custom shower screens
• Spa baths
• Any customised or special‑order items

Return postage is your responsibility. Refunds may be adjusted based on the condition of returned items.

10. Defective Goods

Our goods come with guarantees under Australian Consumer Law.

You are entitled to:

• Replacement or refund for major failures
• Compensation for foreseeable loss or damage
• Repair or replacement for non‑major failures

Some products have dual warranties (supplier + BESTEN HOME). If the supplier does not cover the issue but BESTEN HOME does, we will honour the claim.

Contact our Aftersales Team if unsure how to lodge a claim.

11. Returns & Refund Process

To request a return:

• Submit a Return & Exchange Form
• Or contact Customer Support via email or online chat

We will assess your claim and issue a Return Authorisation if applicable.

Returned items will be inspected. Claims may be rejected if goods were misused, installed incorrectly, used abnormally, or not cared for properly.

Rejected items must be collected at your cost.

Refunds are issued via the original payment method. Store credits are applied to your account.

Processing time is typically up to 28 days, but may vary.

For third‑party services, you may seek refunds directly from the provider.

12. Storage Fee Policy

Standard Storage

Up to 2 months — no charge.

Extended Storage Fees

• 3rd month: +5% of original storage cost
• 4th month: +10%
• 5th month: +10%
• 6th month: +10%

You will be notified before charges begin.

Fees must be paid before shipment or pickup. Charges are prorated for partial months.

If items remain uncollected for more than 6 months without payment, BESTEN HOME may take action, including disposal, in accordance with applicable laws.

13. Unbeatable Price Guarantee (UPG)

If an identical, in‑stock product can be purchased and delivered to your location at a lower total cost from an online retailer, BESTEN HOME will beat that price by 5%.

Eligible Items

• Must have the same SKU
• Must be in stock at the competitor
• Must not fall under exclusions

Exclusions

• Cashback, coupons, discount codes
• Commercial quantities or pricing
• Liquidation or clearance stock
• Businesses in receivership
• Cannot be combined with other offers

Visit our showroom for assistance with UPG claims.