Product & Warranty FAQs

What brands do you sell?

We specialise in trusted brands including Franke, KWC, Falmec, Duravit, Phoenix, and Greens.

What is a Factory Second item?

Factory Seconds are products that cannot be sold as brand new due to minor imperfections and/or damages such as scratches, dents, marks, or cosmetic blemishes.

What is a Discontinued, Run-Out, or Clearance item?

Discontinued, Run-Out, or Clearance items are brand new products that have been phased out, discontinued, or are now obsolete.

Do all your items come with a warranty?

Yes, all items come with a manufacturer’s warranty. Please check the product description for the specific warranty period.

Warranty Details by Product Condition:

Ex-Display:
• Covered by a 12-month manufacturer’s warranty.
• These items have been used as showroom displays and may have minor marks or scratches but have not been installed or plumbed.

Factory Seconds:
• Also covered by a 12-month manufacturer’s warranty.
• Warranty covers the main parts of the item, excluding existing imperfections such as scratches or dents.

Discontinued / Run-Out / Clearance / Brand New:
• Covered by full manufacturer’s warranty.
• Please refer to the product description and manufacturer’s website for full warranty details and terms.

Do purchases from The Online Clearance qualify for bonus offers or redemptions from brands?

No.

Purchases from our website, The Online Clearance, do not qualify for any bonus offers or redemptions from Franke, Falmec, KWC, Duravit, or other brands.

Shipping & Delivery FAQs

Where do you ship from?

All our stock ships from multiple locations across Melbourne, Victoria, since all the brands we sell are based locally in Melbourne.

What Freight Companies do you use?

Some Freight Companies we use are Border Express, Cope, Direct Freight Express, GBI Logistics, Startrack and VicTas Freight Express.

For More Info About Deliveries, Visit our Deliveries Page

What happens if my delivery is unsuccessful?

If your delivery is to a building or construction site, please note that courier companies will only deliver if they have access to the premises and someone is there to receive the order. If access is restricted or no one is available to receive the order, the delivery will not be completed.


It is the buyer’s responsibility to track their shipment and communicate directly with the freight company regarding delivery updates or arrangements.


If the courier company is unable to deliver after multiple attempts, your order will be returned to our warehouse. In such cases, a re-delivery fee will apply to have the order sent out again.

Franke, Duravit, Falmec, KWC & Phoenix

Returns & Refunds FAQs

1. Do you accept returns for change of mind?

No, we do not accept returns based on change of mind. Please ensure you’ve checked the size, colour, material, and compatibility of the product before purchasing.


2. Can I return a product I ordered by mistake?

Yes, but only for brand new items (not factory seconds, ex-display, discontinued stock, etc). Return shipping is the buyer’s responsibility, and a 20% restocking fee will apply to cover admin, processing and handling fees.

For More Info, Please Visit our Returns & Refunds Page

Factory Seconds & Ex-Display Items FAQs

1. Can I return factory seconds or ex-display items?

No, all sales of factory seconds and ex-display items are final. These items are sold as-is and cannot be returned once dispatched.


2. Are all imperfections shown in the photos?

We do our best to photograph and describe imperfections, but some may not be captured. Please review all photos and descriptions carefully before purchasing.

Damaged or Incorrect Orders FAQs

1. What if my brand-new item arrives damaged or incorrect?

If you receive a brand-new or discontinued item that is damaged or incorrect, please contact us within 48 hours of delivery and include photos of the product and packaging. We’ll offer a replacement (if in stock) or a refund.


2. What if I report damage or an issue after 7 days?

Unfortunately, we cannot accept returns or offer solutions after 7 days of receiving your order.

Cancellations & Dispatch FAQs

Can I cancel my order after it’s placed

Orders cannot be cancelled once dispatched, as the stock is already with the freight company.

Restocking Fee FAQs

Do you charge a restocking fee?

Yes, a 20% restocking fee applies to returns of brand-new items. This covers admin, processing, and handling.

S t i l l   h a v e   q u e s t i o n s ?

We’re here to help. If you need further assistance, feel free to Contact Us — our team is happy to help with any questions about your order, delivery, or products.