Returns & Refund Policy
Last Updated: June 2026
Return Change of Mind
In Store Purchase
Nova Smart Toilet offers customers a full refund if a customer changes their mind within 30 days of the delivery / dispatch date or wishes to cancel an order before collection/delivery occurs. Goods must be returned in unused and uninstalled condition with original packaging (no writing or damage) intact. If not either a re-stocking fee chargeable of 20% may apply or the refund/exchange may be declined at the store’s discretion.Note: If the item sold was floor stock, clearance, discontinued or a special order the refund offered may not be applicable (see clause below).
Nova Smart Toilet will only return monies to the original card used in-store at the time of placing the order. If the original card cannot be produced then a customer’s driver’s license and new card details must be recorded on a store’s refund form. If this is not possible then the refund must be completed by Nova Smart Toilet accounts team and the customer will be required to provide their driver’s license and bank statement as verification. Refunds will not be completed over the phone under any circumstances due to fraud concerns.
Online Purchase
You are welcome to email info@novasmarttoilet.com.au to return or exchange GoodsThe cost of returning Goods, such as freight, postage or any other transport costs associated with the return of Goods for change of mind is the customer’s responsibility. Returns must be made within 30 days delivery or collection. Online order refunds will be refunded using the original card used at the time of your online purchase. Please allow 3-5 business days for the funds to be available in your account. The above conditions apply to online order returns for change of mind.
Order Modifications or Cancellations
Customers can modify an online order simply by contacting store. Nova Smart Toilet staff will be able to assist with online order modifications or cancellations, prior to dispatch or Click & Collect. A full or partial refund will be issued using the original card used at the time of your online purchase. Please allow 3-5 business days for the funds to be available in your account. Orders cancelled may incur up to a 20% cancellation fee applicable to the order value at the store’s discretion.
Special Orders / Clearance Stock / Discontinued Stock
Items such as special-order items, clearance stock, floor stock and discontinued stock cannot be refunded or exchanged under any circumstances so please choose carefully. These items were purchased at discount, willingly with an understanding of the reasoning at the time of sale.
Warranty Claims
All warranty claims must be submitted through the Warranty Centre on the Nova Smart Toilet website: www.novasmarttoilet.com.au/warranty followed by communication directly with your local store of purchase. Please also use this website as a resource for warranty timeframes of each product.
Customer Liability
It is the responsibility of the customer to ensure the correct delivery address and access details are provided to us at the time of sale. Nova Smart Toilet will not be responsible for any costs that arise due to the incorrect delivery address or access details provided by the customer. Nova Smart Toilet will not be liable for any refund of delivery fees paid by you the customer once the delivery service is completed.
Need More Information?
For full delivery terms, freight conditions, and other important information, please refer to our Terms & Conditions. If you have any questions, please contact our team before placing your order.