Refund policy

30-Day Satisfaction Guarantee

At Tudaloo, we want you to be completely satisfied with your purchase. If your product isn't the right fit, we've made returns and exchanges straightforward and fair.

1. Your rights under the Australian Consumer Law (ACL)

Nothing in this policy excludes, restricts, or modifies any consumer guarantee or right under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) that cannot be excluded by law. If a product has a major failure, you are entitled to a replacement or refund. If a product has a minor failure, we are entitled to choose to repair, replace, or refund. This policy operates in addition to your ACL rights, not instead of them.

2. Cancelling an order before it ships

2.1 Standard orders

You may cancel your order at any time after placing it and before it ships, at no cost. We will refund everything you have paid to your original payment method.

Orders are usually processed within 1 to 2 business days, or up to 3 business days during peak periods such as sales events, so the earlier you contact us the better.

To cancel an order, contact us at support@tudaloo.com.au with your order number.

Once an order has shipped it cannot be cancelled in transit. See section 3 for returns once your order arrives.

2.2 Pre-orders

Some products may be available for pre-order before they are in stock. Pre-orders may require payment in full or a partial deposit, as shown at checkout. Where a deposit is collected, the remaining balance is due before dispatch.

Separate pre-order terms apply to the Tudaloo Halo, set out in section 2.4. All other pre-orders are covered by section 2.3.

2.3 Cancelling a pre-order (all products except the Tudaloo Halo)

You may cancel at any time before dispatch and receive a full refund of any amount paid, at no cost.

To cancel a pre-order, contact us at support@tudaloo.com.au with your order number.

2.4 Cancelling a Tudaloo Halo pre-order

The Tudaloo Halo is offered on pre-order with a deposit paid at checkout. The remaining balance is due before dispatch.

  • Within 30 days of placing your order — you may cancel for any reason and receive a full refund of any amount paid.
  • After 30 days — if you cancel for change of mind, we will retain 50% of the deposit to cover administration and procurement costs, or you may choose to receive 100% of the deposit as store credit. If you have paid the full balance and the order has not yet been dispatched, you may cancel and receive a refund of the balance, subject to the same deposit terms above.

To cancel a pre-order, contact us at support@tudaloo.com.au with your order number.

2.5 Delivery estimates and delays

Pre-order delivery timeframes shown on the product page are estimates only and may change. We will keep you informed of any updates to your expected dispatch date. If there is a significant delay (more than 30 days beyond the original estimate), you may cancel for a full refund regardless of when you placed your order.

2.6 Price drop protection

If the price of your pre-ordered product drops before your order is dispatched — whether through a permanent price reduction or a sale/promotional event — we will honour the lower price and adjust your balance accordingly. You must contact us at support@tudaloo.com.au to request a price adjustment before your order is dispatched. Price adjustments are not applied automatically. Discount codes, vouchers, and bundle deals are not considered price drops and do not qualify for adjustment.

3. Returning an order after it arrives

3.1 Return Window

You have 30 days from the date you receive your order to request a return or exchange. The Tudaloo Go is covered by a separate 30-day risk-free trial (see section 5).

3.2 What's Eligible for Return

  • Products must be unused and uninstalled (except Tudaloo Go, which may be returned used under the 30-day risk-free trial).
  • You may dry-fit your bidet seat or attachment (test-fit it to your toilet without connecting water or power) and still return it.
  • Products must be returned in their original packaging.
  • You'll need your order number or proof of purchase to initiate a return.

Important: Once a product has been installed (plumbed in or powered on), it cannot be returned due to hygiene standards. We strongly recommend verifying compatibility and fit before installation. The Tudaloo Go is a portable product and may be returned used under the 30-day risk-free trial.

3.3 Refund Options

When returning an eligible product (standard returns, not the Tudaloo Go risk-free trial), you can choose:

Option 1: Store Credit (100% refund)

  • Receive full credit toward any future Tudaloo purchase
  • No restocking fee applied
  • Credit issued within 5 business days of receiving your return

Option 2: Cash Refund

  • Tudaloo Go & Classic: 10% restocking fee
  • Flow, Pro & Pro Plus: 20% restocking fee
  • Refund processed to your original payment method within 10 business days of receiving your return

Why restocking fees? Our bidet seats require inspection, reboxing, and quality checks before they can be resold. This fee helps cover those costs while keeping our products premium and affordable.

Tudaloo Go risk-free trial returns: No restocking fee — full refund to original payment method. See trial terms in section 5.

3.4 Sale & Promotional Items

Products purchased during sales or at promotional pricing can be returned for store credit (100% of purchase price, no restocking fee) or exchanged for a different Tudaloo product. For change-of-mind returns, cash refunds are not available on discounted items — store credit or exchange only. However, if a product purchased at a promotional price is faulty, not of acceptable quality, or does not match its description, your full ACL rights apply, including the right to a cash refund where appropriate. Standard 30-day return window and eligibility rules apply (unused, uninstalled, original packaging). Full warranty coverage still applies.

Tudaloo Go risk-free trial: If you purchased the Tudaloo Go at a promotional price, the 30-day risk-free trial still applies and you are entitled to a full refund of the price you paid. Items marked as Final Sale are excluded from the risk-free trial.

3.5 Final Sale Items

Products marked as "Final Sale" cannot be returned, exchanged, or refunded. These items are clearly labelled on the product page and at checkout. This typically applies to clearance items, discontinued models, open-box products, or heavily discounted stock. Full warranty coverage still applies to all Final Sale items.

3.6 Non-Returnable Items

The following items cannot be returned for change of mind. Your rights under the Australian Consumer Law for faulty, defective, or misdescribed products are not affected by this list:

  • Products that have been installed on a toilet (connected to water/power supply) — for hygiene and safety reasons. The Tudaloo Go is a portable product and is not affected by this restriction (see risk-free trial in section 5).
  • Tudaloo Halo smart toilets once dispatched (see section 4)
  • Final Sale items (clearly marked on product pages and at checkout)
  • Gift cards
  • Custom or special-order products
  • Orders placed during prize promotions (purchase-to-enter competitions) — product warranty remains unaffected

3.7 Exchanges

Changed your mind on which model suits you best? We've got you covered.

  • Free exchange to a different Tudaloo product of equal or greater value
  • We'll provide a prepaid return label or cover return shipping costs
  • Perfect if you want to upgrade from Flow to Pro, or try a different feature set

To request an exchange, email returns@tudaloo.com.au with your order number and preferred replacement product.

3.8 How to Request a Return

  1. Email us at returns@tudaloo.com.au within 30 days of receiving your order (or within 30 days of dispatch for Tudaloo Go risk-free trial returns)
  2. Include your order number and reason for return
  3. We'll send you a prepaid return label (for exchanges or warranty claims) or return instructions (for standard returns and risk-free trial returns)
  4. Pack your product securely in its original packaging and ship it back
  5. Once we receive and inspect your return, we'll process your refund or exchange within 10 business days

Please note:

  • Customers are responsible for return shipping costs on standard returns and risk-free trial returns (non-defective items)
  • Original delivery fees are non-refundable

4. Tudaloo Halo — Smart Toilet Policy

Due to the size, weight, shipping costs, and permanent fixture nature of Tudaloo Halo, change-of-mind returns are not accepted once the product has been dispatched from our warehouse. If your Halo arrives with a defect, is damaged in transit, or does not match its description, your rights under the Australian Consumer Law apply in full, regardless of dispatch status. See section 6, "Damaged, Defective, or Incorrect Items".

What is covered:

  • Pre-dispatch cancellations (before shipment leaves our warehouse)
  • Comprehensive 2-year manufacturer warranty (defects, performance issues)
  • Delivery damage claims handled immediately via freight insurance
  • Free Fit Specialist consultation before your order ships to verify compatibility

Not sure if Halo is right for you? Our Fit Specialist team will verify rough-in dimensions, electrical requirements, and compatibility with your bathroom before you order. We're here to ensure you're 100% confident before dispatch. Contact our Fit Specialist →

Halo pre-orders: Separate terms apply to Halo pre-orders. See section 2.4 for your deposit, cancellation window, delivery estimate and price drop protection.

5. Tudaloo Go — 30-Day Risk-Free Trial

We're so confident you'll love the Tudaloo Go that we offer a 30-day risk-free trial. Try it for yourself — if it's not for you, send it back for a full refund. No restocking fee, no hassle.

How It Works

  • Your 30-day trial period begins on the date your order is dispatched from our warehouse (the date shown in your shipping confirmation email).
  • You may use your Tudaloo Go during the trial period — that's the whole point.
  • If you decide to return it, contact us at returns@tudaloo.com.au before the 30-day window closes.

Trial Return Conditions

  • The product must be cleaned and dried before return.
  • All original accessories, packaging, and documentation must be included.
  • No restocking fee applies — you'll receive a full refund to your original payment method.
  • Refund processed within 10 business days of us receiving and inspecting the return.
  • Customer is responsible for return shipping costs.

Please note: The 30-day risk-free trial applies to the Tudaloo Go only. All other products are subject to the standard return policy above (unused and uninstalled). The risk-free trial cannot be combined with other promotional offers marked as Final Sale.

6. Damaged, Defective, or Incorrect Items

Received something damaged, faulty, or not what you ordered? We'll make it right. Under the Australian Consumer Law, you are entitled to a remedy (repair, replacement, or refund) if a product has a major or minor failure, regardless of any other terms in this policy. This applies to all Tudaloo products, including Halo smart toilets and installed products.

  • Contact us immediately at returns@tudaloo.com.au
  • We'll arrange a free replacement or full refund at no cost to you
  • Please inspect your product thoroughly before installation, as installed products cannot be returned

7. Pre-Installation Compatibility Check

Not sure if a Tudaloo product will fit your toilet? We're here to help.

Before installing, you can:

  • Review detailed measurements and compatibility guides on each product page
  • Contact our Fit Specialist team with your toilet make and model
  • Send photos of your existing toilet setup for personalised guidance
  • Dry-fit the product to check dimensions and positioning

Taking these steps ensures you get the perfect fit and helps avoid potential return issues.

8. Product Warranties

All Tudaloo products come with comprehensive manufacturer warranties:

  • Tudaloo Go & Classic: 1-year warranty
  • Tudaloo Flow, Pro, Pro Plus & Halo: 2-year warranty

Warranties cover manufacturing defects and performance issues. For warranty claims, contact returns@tudaloo.com.au with your order number and details of the issue.

9. European Union 14-Day Cooling Off Period

If you are located in the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.

  • The item must be in its original condition, unused, and uninstalled
  • Packaging must be intact
  • This does not apply to products that have been installed
  • This does not apply to Tudaloo Halo (smart toilets are excluded from EU cooling-off period as permanent fixtures)
  • This does not apply to Final Sale items

10. Refund Processing Time

  • We'll notify you once we receive your return
  • After inspection, we'll confirm whether your refund or exchange has been approved
  • Store credit: Issued within 5 business days
  • Cash refunds: Processed within 10 business days to your original payment method

If more than 15 business days have passed since we approved your return, please contact us at returns@tudaloo.com.au.

Questions?

We're here to help. Contact us anytime at support@tudaloo.com.au or visit our website for FAQs and installation guides.