All pick-ups and deliveries are to be organised beforehand. We will notify you once your order is ready. Please allow 2-5 business days for pick-ups (excluding custom or special orders) and 3-7 business days for deliveries (excluding custom or special orders and to Sydney CBD and Metro region). For custom or special orders, or orders outside the standard Sydney Metro region, please contact us directly. 

DELIVERIES

  • No deliveries to P.O. Box addresses.
  • As part of our normal service, we usually ship stock items the same day of a cleared payment, but please allow up to five business days for shipment, as occasionally shipments are held up for reasons beyond our control. We do not ship on weekends and public holidays. 
  • Delivery costs apply. This will depend on weight and postal code. For orders of multiple goods or bulk orders, please contact us directly:
  • We reserve the right to use an alternative arrangement in the event that the courier does not cover your area. 
  • If a product is not in stock, we will contact you immediately and inform you of a substitute product or alternative option. Should you not be satisfied with either of these, we will happily refund your money.
  • Insurance is not included in the freight cost. If you wish to purchase additional freight insurance, please let us know by contacting us directly (email or phone), and we will be happy to assist you.

Free Delivery Policy – Important Information

  • Free delivery applies to orders of 8 or more WetArea Panels ONLY within NSW, VIC, and QLD.
  • Sydney Metro customers qualify for free residential delivery to their home or business address.
  • Free Sydney Metro delivery is a one-time offer—any change of mind or re-delivery requests will incur additional charges.
  • Delivery outside Sydney Metro is strictly to the nearest TNT Depot – not to residential or commercial addresses.
  • Customers must select their nearest TNT Depot at checkout by clicking the “Click Here for Locations” link.
  • Customers are responsible for coordinating with TNT Depot to collect their order on time.
  • Any storage fees, fines, or delays charged by TNT due to late pickup must be paid by the customer.
  • Builders Express NSW is not responsible for any TNT depot delays, additional fees, or storage costs.
  • One-time free shipping applies only to the initial delivery to the selected TNT Depot or Sydney Metro area.
  • Any re-delivery requests or change of mind deliveries will be charged based on standard TNT transport rates.
  • Free shipping does not apply to SA, WA, NT, or regional/remote areas.
  • To confirm if your postcode is eligible for free delivery, please call us before placing an order.
  • Builders Express NSW will not be liable for any disputes between the customer and TNT regarding delivery, collection, or additional fees.
  • By placing an order, customers acknowledge and agree to these delivery terms.

PICK-UPS

  • Pick up is available from our store in Prospect. Address is 2/36 Stoddart Road, Prospect, 2148. Ph: (02) 9636 8700. 
  • For all pick-ups, our warehouse hours are:
    • Monday-Friday: 10am – 5pm;
    • Saturday: 10am – 4pm;
    • Sunday: 12 – 4pm 
  • Please check availability of item before purchasing if you wish to pick up within 3 days of order.
  • We are not liable for any damaged product claim once the item has been picked up or delivered, as it is the customer’s responsibility to check the product upon receiving it.
  • If there is nobody at site to receive the delivery, a redelivery fee will apply. All deliveries are unloaded on the ground floor; no items will be delivered inside the house or upstairs.
  • If we are unable to fulfil all or part of your order due to goods being unavailable, we will use all endeavours to either:
    • source the goods; or
    • Contact you within 5 business days to either arrange a full or partial refund; or change your order to replace the goods with a comparable product as agreed.
  • Where an alternate product cannot be agreed on, we will refund you the price paid for the goods (less any discount applied).

CLAIMS FOR FAULTY / DAMAGED ITEMS         

  • Builders Express Sydney West will offer a replacement provided that proof of fault or damage is present. However, please do not bring it into the store or return it to us without contacting us first. All claims are to be made within 48 hours of receiving the product.
  • A valid Builders Express tax invoice with the relevant product listed is required for any claims for faulty or damaged products.
  • If the item was picked up from Builders Express Sydney West and inspected prior to pick up, we will not be held liable for any damages. 
  • Depending on the nature of the issue, a service call will be placed with the manufacturers in instances where immediate replacement is not possible, which may take up to 2 weeks. In this case, a refund or exchange will be offered to the customer.
  • If you have received the wrong item, please contact our office at (02) 9636 8700 during business hours or email us at buildersexpressnsw@gmail.com for further instructions. This must be done within 48 hours of receiving the goods or after pickup.
  • All claims are to be made before installation.
  • Builders Express Sydney West will not be liable for any out-of-pocket expenses incurred for labour, as the warranty only includes parts. Builders Express Sydney West is not liable for any loss, damage, cost, expense, or injury to you or any third party as a result of mishandling or wrongful installation.  All installations must be carried out by a certified installer or plumber.

RETURNS & REFUNDS

  • All returns must be authorised from the store. If you are returning an item merely because you change your mind about the purchase made, we will offer you a reimbursement, exchange, or credit note at our discretion provided that:
  • The item is in original condition, uninstalled and without any signs of wear and tear, and the original packaging is intact. You must adequately package any product you are returning to us to ensure that it is not damaged during return delivery to our warehouse.
  • Item is returned within 14 days of receipt of goods with proof of purchase at hand.
  • Upon return, items will be subject to thorough inspection, which may take up to a week. Refunds will not be processed immediately upon the return of the product.
  • Strictly no returns on tiles and custom orders.
  • 20% restocking fee on all returns due to change of mind.
  • It is your responsibility to ensure that the goods are suitable for your purpose prior to ordering (including whether there is appropriate and safe access to your delivery address for delivery of the goods).
  • Please note we require complete payment before goods are delivered or dispatched. If paying with a credit card, the name on the card must match the name on the order.
  • Builders Express Sydney West reserves the right to update these terms and conditions at any time.
  • We aim to make our descriptions as complete as possible, but if you still have any questions prior to purchase, please contact us.
  • We have stock of 90% of the products we put online. In some instances, we may not have the product in stock until an order is placed.  Please check availability of bulky items prior to purchase.