Terms & Conditions

Ordering

Do you accept orders by phone or email?

Yes. Order online, call it through, or email it in......whatever’s easiest. No handling fees. If you need help getting the right part or want to run through options, call 1300 428 999 or email [email protected] and we’ll get it sorted.

I've accidentally placed a duplicate order. What should I do?

Contact Us as soon as possible via the Contact Us page or by calling 1300 428 999. If we’re notified before the order has been dispatched, we’ll void the duplicate at no charge. If it has already been shipped, our customer service team will advise you on next steps.

How do I check my order status online?

Log in to your Plumbonline account using your registered email address and password. Once logged in, click on the relevant order to view its current status. You must have a registered account to use this feature.

Can I change or cancel items after submitting my order?

You can cancel an order by logging in to your account, selecting the relevant order, and clicking Cancel next to the applicable item. Once an order has been dispatched from our warehouse, items cannot be added, removed, or cancelled. To make changes before dispatch, please contact us promptly on 1300 428 999.

How long does order processing take?

Our goal is same-day dispatch for in-stock items. Bulky items may require additional handling time, but orders are generally ready within 2 business days. If an item goes out of stock after your order is placed, we’ll notify you immediately. Please refer to our Shipping Page for further details.

What happens if an item is out of stock?

While we do our best to maintain accurate stock levels, shortages can occasionally occur. If an item you’ve ordered is unavailable, we will contact you promptly and offer the option to cancel the order and receive a full refund, or wait for the next stock delivery (which typically arrives daily).

What payment methods does Plumbonline accept?

We accept the following payment methods:

Mastercard, Visa, and Amex - processed securely via Eway
PayPal
EFT (Electronic Funds Transfer)
Cheque or Cash
Zip Pay - available for orders over $500 (select Zip at checkout and choose your repayment schedule)

Please note: Large purchases may require a deposit. Call 1300 428 999 for details.

What is a Card Verification Code (CVC)?

A CVC is the 3–4 digit security code printed on your credit or debit card. It provides an additional layer of security to confirm that the person making the purchase has the physical card in their possession.

Account Information

How do I log in to my Plumbonline account?

Click the Log In or My Account link in the top right corner of the website. Enter your registered email address and password to access your account. If you haven’t registered yet, you can create a free account quickly and easily.

I've forgotten my password. How do I reset it?

Click the Forgot Your Password link on the login page, enter your registered email address, and we’ll send you a password reset link via email.

Do I need an account to place an order?

No - you can check out as a guest. However, creating a free account allows you to track orders, view purchase history, and check out faster in future.

What security measures protect my information?

All payment transactions are processed securely through Eway, a globally recognised payment provider. We do not store credit card information on our servers — you’ll be prompted to enter your payment details fresh with each order. All customer data is protected by industry-standard security measures against unauthorised access.

What can I use my Plumbonline account for?

Your account lets you:

Check out faster on future purchases
Track current orders
View past order history
Update your account details and password
Store multiple delivery addresses

Contact Us

What's the best way to get in touch?

Phone: 1300 428 999 (during business hours and beyond)

Live Chat: Available via the chat icon at the bottom right of the screen. You can upload photos to help our team identify the right part, and save your chat transcript by providing your email address.

Email: Contact Us.

What information should I include when I contact you?

For order-related queries, please have your order number, registered email address, or company name ready. For product queries, include the manufacturer name, model number, and any relevant specifications such as material, finish, or dimensions. The more detail you can provide, the better.

Does Plumbonline have a physical location?

Yes! Click & Collect is available from our Carrum Downs warehouse. Shop online and collect at your convenience.

Address: Factory 6, 30 Network Drive, Carrum Downs VIC 3201

SHIPPING & DELIVERY

For full domestic and international shipping details, please refer to our dedicated Shipping page on the website.

Do you deliver to PO Boxes?

We’re unable to guarantee delivery to PO Boxes. As a general rule, items over 5kg cannot be sent to a PO Box address.

Are all items delivered the same way?

We use a range of carriers depending on the size and destination of your order, including Australia Post (eParcel and Express Post), TNT, Team Global Express, and TazFreight.

What about Australian territories outside of mainland Australia?

Free shipping applies to items up to 5kg delivered within mainland Australia. For territories outside mainland Australia, or for heavy and bulky items, additional freight charges may apply. We only pass on the actual carrier cost — no markup.

How do I track my order?

Why has my order arrived in multiple packages?

We may ship items separately due to size, weight, or warehouse location. If your order arrives in multiple packages, please allow a little extra time — everything is on its way.

What if my order arrives damaged?

Call us immediately on 1300 428 999. Our team will lodge a damage claim with the carrier and arrange a replacement as quickly as possible. Photos of the damage are very helpful, so please take some if you’re able to.

RETURNS & REFUNDS

How do I return a product?

Before returning anything, please review our Return Policy (available on the website). To initiate a return, call us on 1300 428 999 or email [email protected]. Our team will issue a Return Authorisation number and guide you through the process step by step.

Can I exchange a product for a different one?

We can replace a faulty or incorrect item with the same product, but we’re unable to swap it for a different item. To receive a different product, simply place a new order and request a refund on the returned item.

How long does a refund take?

Once we’ve received, inspected, and approved your return, we’ll process your refund within approximately 3 business days. Depending on your bank, the credit may take a further 2–3 business days to appear on your statement.

Who covers return postage cost?

Plumbonline covers return postage costs where we are at fault — for example, if we sent the wrong item. For change-of-mind returns, return postage is at the customer’s cost.

Where a product is confirmed as faulty, your rights under the Australian Consumer Law (ACL) apply. If you are entitled to a remedy, we will work with you to resolve the matter appropriately, including reasonable return freight where required.

If you’re unsure whether your situation qualifies, please call us before sending anything back.

How are refunds applied?

Refunds are returned to your original payment method only.

My order was cancelled. Can it be reinstated?

Unfortunately, cancelled orders cannot be reinstated. You’re welcome to place a new order, or contact us on 1300 428 999 if you have questions about your cancellation.

How do I change my delivery address after placing an order?

Contact Us as soon as possible on 1300 428 999 or via email. We’ll do our best to update the address before dispatch, but cannot guarantee changes once an order is in the dispatch queue.

Can I delete items from my purchase history?

Purchase history cannot be edited or deleted — it serves as your permanent record of all transactions with us.

Website Terms

External Links

Plumbonline may include links to supplier or third-party websites for your convenience. These links are provided in good faith but may not always be current. We are not responsible for the content, accuracy, or privacy practices of any linked external websites, and you access them at your own risk.

Product Description & Images

We make every effort to ensure product descriptions, images, and specifications are accurate and up to date. However, manufacturers may update products without notice, and minor variations in colour, dimensions, or features may occur. Product images are for illustration purposes only. If you require specific details before purchasing, please contact us and we’ll clarify.

Intellectual Property

All content on this website — including text, images, logos, and product information — is the property of Plumbonline. Reproduction, adaptation, distribution, or display of any material without prior written consent is prohibited. Please contact us if you require permission.

Liability Disclaimer

To the extent permitted by law, Plumbonline’s liability for any loss or damage arising from the purchase or use of products is limited in accordance with the Australian Consumer Law. Nothing in these terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition implied or imposed by the ACL that cannot lawfully be excluded.

Plumbonline is not liable for consequential loss or damage arising from misuse, improper installation, or use of a product in a manner not intended or recommended by the manufacturer. We are not liable for third-party financial claims resulting from delayed delivery or goods lost or damaged in transit, beyond our obligations under applicable law.

Can't Find What You Are Looking For? Call us on 1300 428 999 or email [email protected] — we’re happy to help

Contacting plumbonline

Factory 6

No. 30 Network Drive

Carrum Downs VIC 3201

Email. Click Here

Phone. 1300 428 999