FAQ | ABI Bathrooms & Interiors

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FAQ

FREQUENTLY ASKED QUESTIONS


We recommend all products be installed by a licensed tradesperson to ensure they are correctly and safely installed. Please ensure that the specification and installation guide has been reviewed and all required components are on-site. If you require further guidance, please visit our website and complete the warranty and product enquiry form here. Please include photos of what has been received and your order number so our team can assist as quickly as possible. For urgent enquiries, please contact our team via phone after the form is completed.
Visit our website and complete the warranty and product inquiry form here. Please include photos of what has been received and your order number so our team can assist as quickly as possible. For urgent enquiries, please contact our team via phone after the form is completed.
We use Australia Post, TNT, and MainFreight to deliver orders Australia-wide. For all international orders, we use DHL. The courier will be automatically allocated based on the size, weight, and location of your order once payment has been received. Couriers deliver to the ground-level street address of your property only.
You can shop our spare parts via our website here. If you are unable to find the required part or need further assistance, please email: aftersales@abi-international.com.au.
Our tapware is constructed using two main base materials: solid brass and stainless steel. Both materials undergo the same colouring processes (PVD, AEA, or PSLT) however, because of the difference in the material, the finish can vary slightly between products and batches.
All stock is held at our warehouse which is located at 13A Technology Drive, Arundel. Please enquire with our Sales team directly to arrange this prior to purchase. Alternatively, we also offer complimentary local delivery and free shipping on orders over $1,000.
ABI’s specialised Trade team can assist with trade accounts and order enquiries. We also offer trade pricing for those who meet the criteria in our application here. For all trade enquiries, please email trade@abi-international.com.au. Alternatively, orders can be placed at retail pricing via our website.
Our team is happy to assist in providing a quote for you. Please email through your list of items to sales@abi-international.com.au. Alternatively, please use the wishlist function on our website and send to us for an estimate.
We do not offer layby or holds on products and full payment is required to secure stock. If an item is out of stock at the time of your order, we will provide a backorder ETA on the product listing webpage.
For all warranty and product enquiries, please fill out the form here and our After Sales team will be in touch within 24 - 48 hours. Please note that all fields must be completed with photographic evidence provided in order to lodge your enquiry or claim. For any urgent enquiries, please call (07) 5520 2775 after completing the form.
Please note once payment has been made, we are unable to guarantee any changes to your order. For any updates, including delivery address and priority shipments, please contact our Aftersales team directly via email aftersales@abi-international.com.au for further assistance.  If your order has already been dispatched, you will be required to contact the courier directly in order to redirect the parcel.
All shipping timeframes are reflective of the delivery service selected at checkout and we cannot guarantee delivery times. We recommend contacting the respective carrier for up-to-date delivery timeframes. Once your order is dispatched, we will email your tracking details. The courier will provide an estimated delivery timeframe. For further details regarding the status of your delivery, please contact the respective courier service. Alternatively, please email aftersales@abi-international.com.au.
Shipping costs are calculated automatically at the checkout based on the weight of your order. However, orders over $1000 are eligible for free standard shipping (exclusions apply). If you require a shipping quote in advance, please contact us via live chat, email or phone.
You may either apply your coupon code at the checkout in the ‘discount code’ box, or alternatively get in touch with our Sales team who will be happy to assist you in processing your coupon. Any type of discount or coupon code is applied equally over each item in an order. Please note, discounts cannot be used on shipping costs, redeemed for cash or for a refund.
Yes. All in-stock items will be sent together and any items on backorder will be sent once they are back in stock.
We accept Visa, MasterCard and Amex. We also offer payment through PayPal and AfterPay.
We are unable to modify an order once it has been placed. Please place another order for any additional items you may require. If you want to cancel any items or products on backorder, please get in contact with our Aftersales team.
We are able to hold orders for up to two weeks from the payment date. After two weeks, all in-stock items will be shipped to the address provided. If you would like your order held at our warehouse, please get in touch with our After Sales team to make arrangements.
All gift cards and store credits are valid for 3 years from the date of purchase.
Most packages from ABI require a signature upon delivery. This means you are required to be home in order to accept your parcel. If you are not home at the time of delivery, a card will be left with details for alternative collection from your local post office or courier collection location. If authority to leave is available for your order, you can elect via the courier to have your package left in a safe place. Please note, this option voids insurance and ABI is not liable for stolen or damaged goods.
ABI Interiors offers a 25-year additional warranty for residential customers. More information on warranty conditions can be found here. For further information, please email aftersales@abi-international.com.au.
ABI products are not designed or covered under warranty for external use unless otherwise specified. This is due to the coatings being exposed to harsher exterior conditions and UV light.
For change of mind purchases, you may return your item(s) to ABI within 30 days of purchase, in exchange for a full refund subject to quality checks. Orders returned after 30 days may be eligible for a credit note up to 90 days from purchase. Please note, all return postage costs are at the customer’s expense. Please click here to view the full terms and conditions of our returns policy.
To lodge a return, please click here. Once your return has been lodged, you will receive a returns summary. Please ensure this is included in the parcel you are returning. Please note, all return postage costs are at the customer’s expense.  
ABI does not offer exchanges due to our high stock turnover. Please lodge a return with the item you no longer require and place a new order for all new items required.
Yes you can. Once your return has been processed, customers who made their purchase using a gift card will be issued with a voucher equal to the value of the returned items. For orders made using store credit, your ABI account will be re-issued store credit equal to the value of the returned products.
All orders are final once payment has been processed. A coupon code or voucher code cannot be redeemed for a refund or applied to an order once it has been processed.
If you are returning items from two different orders, you are welcome to post them in the same parcel. However, a return must be lodged for each order via our returns portal and both return summaries must be included in the returned parcel. If you are sending more than one parcel, please select the correct number of labels when lodging your return via our online portal.
As each store has their own returns process, you are required to get in contact with the place of purchase to lodge a return. Please be aware that the reseller may not accept returns for change of mind, as ABI’s returns policy only applies to products purchased directly from ABI. The reseller will then provide you with the necessary paperwork required to lodge the return. Please note, you may be required to return the products to ABI directly.
Our product Care Guide can be found here. We recommend following this guide to ensure the longevity of your products.
Our range is available to shop in-store at our Burleigh Heads Showroom, located at 3/128 Kortum Drive, Burleigh Heads, Gold Coast, QLD 4220. Alternatively, we have a number of reseller locations across Australia that showcase a range of our products. To find your nearest location please click here.
Our products are designed by our in-house team at our Burleigh Heads HQ, who work closely with our manufacturing team in Guangzhou, China. All ABI products meet strict Australian and New Zealand guidelines and WaterMark ratings. Our tapware is also certified under AS/NZS 3718:2005.
All ABI applicable products have WaterMark accreditation and a minimum 3-star rating. Please note, spouts on their own do not require a WELS rating as it is determined by the mixer it is paired with. Our WaterMark labels refer to the AS/NZS 3718:2005 as this includes the AS/NZS 4020 Standard.
Our tapware is certified under AS/NZS 3718:2005 meeting Australian and New Zealand standards, however, we do sell our products internationally. Please get in touch with our sales team via sales@abi-international.com.au for more information about international orders.
Our stainless steel range is lead free while our solid brass range contains a low percentage of lead. However, the leaching levels in our solid brass products are deemed as safe and are well below the Australian standard.