Returns/Refund Policy & T&C’s


1.1  Welcome to (the ’Website’). The Website provides you with an opportunity to browse and purchase various products that have been listed for sale through the Website (the ‘Products’). The Website provides this service by way of granting you access to the content on the Website (the ‘Purchase Services’).
1.2  The Website is operated by VIRAQUA PTY LTD (ABN 646 285 856 33). Access to and use of the Website, or any of its associated Products or Services, is provided by VIRAQUA. Please read this terms and conditions (the ‘Terms’) carefully. By using, browsing and/or reading the Website, this signifies that you have read, understood and agree to be bound by the Terms. If you do not agree with the Terms, you must cease usage of the Website, or any of Services, immediately.
1.3  VIRAQUA reserves the right to review and change any of the Terms by updating this page at its sole discretion. When VIRAQUA updates the Terms, it will use reasonable endeavors to provide you with notice of updates to the Terms. Any changes to the Terms take immediate effect from the date of their publication. Before you continue, we recommend you keep a copy of the Terms for your records.
2.1  You accept the Terms by remaining on the Website. You may also accept the Terms by clicking to accept or agree to the Terms where this option is made available to you by VIRAQUA in the user interface.
3.1  In order to access the Purchase Services, you must first register as a user of the Website. As part of the registration process, or as part of your continued use of the Purchased Services, you may be required to provide personal information about yourself (such as identification or contact details), including:
a)email address
b)preferred username
c)mailing address
d)telephone number
3.2  Your warrant that any information you give to VIRAQUA in the course of completing the registration process will always be accurate, correct and up to date.
3.3  Once you have completed the registration process, you will be a registered member of the Website (‘Member’) and agree to be bound by the Terms. As a Member you will be granted immediate access to the Purchase Services.
3.4  You may not use the Purchase Services and may not accept the Terms if:
h) you are not of legal age to form a binding contract with VIRAQUA; or
i) you are a person barred from receiving the Purchase Services under laws of Australia or other countries including the country in which you are resident or from which you use the Purchase Services.
4.1  As a member, you agree to comply with the following:
you will use the Purchase Services only for purposes that are permitted by:
a) the Terms;
b)  any applicable law, regulation or generally accepted practices or guidelines in the relevant jurisdictions;
c) you have the sole responsibility for protecting the confidentiality of your password and /or email address. Use of your password by any other person may result in the immediate cancellation of the Purchase Services;
d) any use of your registration information by any other person, or third parties, is strictly prohibited. You agree to immediately notify VIRAQUA of any unauthorised use of password or email address or any breach of security of which you have become aware;
e)  access and use of the Website is limited, non-transferable and allows for the sole use of the Website by you for the purposes of VIRAQUA providing the Purchase Services;
f) you will not use the Purchase Services or Website for any illegal and/or unauthorised use which includes collecting email addresses of Members by electronic or other means for the purpose of sending unsolicited email or unauthorised framing of or linking to the Website;
g) you agree that commercial advertisements, affiliate links, and other forms of solicitation may be removed from the Website without notice and may result in termination of the Purchase Services. Appropriate legal action will be taken by VIRAQUA for any illegal or unauthorised use of the Website; and
h) you acknowledge and agree that any automated use of the Website or its Purchase Services is prohibited.
5.1  In using the Purchase Services to purchase the Product through the Website, you will agree to the payment of the purchase price listed on the Website for the Product (the ‘Purchase Price’).
5.2  Payment of the Purchase Price may be made through PayPal (the ‘Payment Gateway Provider’). In using the Purchase Services, you warrant that you have familiarised yourself with, and agree to be bound by, the applicable Term and Conditions of Use, Privacy Policy and other relevant documentation provided by the Payment Gateway Providers.
5.3  Following payment of the Purchase Price being confirmed by VIRAQUA, you will be issued with a receipt to confirm that the payment has been received and VIRAQUA may record your purchase details for future use.
6. VIRAQUA may, at their sole discretion, provide a refund on the return of the Products within 14 days
where the Product packaging is unopened and remains in a saleable condition. You acknowledge and agree that you agree that you are liable for any postage and shipping costs associated with any refund pursuant to this clause. This clause is only valid for products that come out of the factory as a standard version. If your product is custom made, you are not eligible for a refund. Example, a requested faucet colour that is not available in the selected product Series as a standard colour, counts as a custom-made colour. Therefore, such product is ineligible to receive refunds upon return.
6.1  VIRAQUA’s Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the Product and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaid or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure (the ‘Warranty’).
6.2  You may make a claim under this clause (the ‘Warranty Claim’) for material defects and workmanship in the Products within (refer to Brand/ Vendor’s warranty) from the date of Purchase (the ‘Warranty Period’).
6.3  In order to make a Warranty Claim during the Warranty Period, you must provide proof of purchase to VIRAQUA showing the date of purchase of the Products, provide a description of the Products and the price paid for the Products by sending written notice to VIRAQUA at 7/50-52 Broadmeadows Rd, Tullamarine, Victoria, 3043 or by email at
6.4  Where the Warranty Claim is accepted then VIRAQUA will, at its sole discretion, either repair or replace any defective Products or part thereof with a new or remanufactured equivalent during the Warranty Period at no charge to you for parts or labour. You acknowledge and agree that you will be solely liable for any postage or shipping costs incurred in facilitating the Warranty Claim.
6.5  The Warranty shall be the sole and exclusive warranty granted by VIRAQUA and shall be the sole and exclusive remedy available to you in addition to other rights and under a law in relation to the Products to which this warranty relates.
6.6  All implied warranties including the warranties of merchantability and fitness for use are limited to the Warranty Period.
6.7  The Warranty does not apply to any appearance of the supplied Products nor to the additional excluded items set forth below nor to any supplied Products where the exterior of which has been damaged or defaced, which has been subjected to misuse, abnormal service or handling, or which has been altered or modified in design or construction.
7.1  You acknowledge that the Purchase Services offered by VIRAQUA integrate delivery (the Delivery Services’) through the use of third-party delivery companies (the ‘Delivery Service Providers’).
7.2  In providing the Purchase Services, VIRAQUA may provide you with a variety and insurance options offered as part of the Delivery Services by the Delivery Service Providers. You acknowledge and agree that VIRAQUA is not the provider of these delivery and insurance options and merely facilitates your interaction with the Delivery Service Providers in respect to providing the Delivery Services.
7.3  In the event that an item is lost or damaged in the course of the Delivery Services, VIRAQUA asks that you:
a)  contact the Delivery Service Provider directly to request a refund or to claim on any insurance options available; and
b)  contact us by sending an email to outlining in what way the Products were damaged in transit so we are able to determine if the Delivery Service Provider should be removed from the Purchase Services.
8.1  The Website, the Purchase Services and all of the related products of VIRAQUA are subjected to copyright. The material on the Website is protected by copyright under the laws of Australia and through international treaties. Unless otherwise indicated, all rights (including copyright) in the site content ad compilation of the Website (including text, graphics, logos, button icons, video images, audio clips and software) (the ‘Content’) are owned or controlled for these purposes and are reserved by VIRAQUA or its contributors.
8.2  VIRAQUA retains all rights, title and interest in and to the Website and all related content. Nothing you do on or in relation to the Website will transfer to you:
a)  the business name, trading name, domain name, trade mark, industrial design, patent, registered design or copyright of VIRAQUA; or
b)  the right to use or to exploit a business name, domain name, trade mark, industrial design; or
c)  a system or process that is the subject of a patent, registered design or copyright (or an adaption or modification of such system or process).
8.3  You may not, without the prior written permission of VIRAQUA and the permission of any other relevant rights owners: broadcast, republish, up-load to a third party, transmit, post, distribute, show or play in public, adapt or change in any way the Content or third-party content for any purpose. This prohibition does not extend to materials on the Website, which a freely available for re-use or are in the public domain.
VIRAQUA takes your privacy seriously and any information provided through your use of the Application and/or the Purchase Services are subject to VIRAQUA’s Privacy Policy, which is available on the Application.
10.1  You acknowledge that VIRAQUA does not make any terms, guarantees, warranties, representations or conditions whatsoever regarding the Products other than provided for pursuant to those Terms.
10.2  VIRAQUA will make every effort to ensure a Product is accurately depicted on the Website, however, you acknowledge that sizes, colours and packaging may differ from what is displayed on the Website.
10.3  Nothing in these Terms limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law (or any liability under them) which by law may not be limited or excluded.
10.4  Subject to this clause, and to the extent permitted by law:
a)  All terms, guarantees, warranties, representations or conditions which are not expressly stated in these Terms are excluded; and
b)  VIRAQUA will not be liable for any specific, indirect or consequential loss or damage (unless such loss or damage is reasonably foreseeable resulting from our failure to meet an applicable Consumer Guarantee), loss of profit or opportunity, or damage to goodwill arising out of or in connection with the Purchase Services or these Terms (including as a result of not being able to use the Purchase Services or the late supply of the Purchase Services), whether at common law, under contract, tort (including negligence), in equity, pursuant to statute or otherwise.
10.5  Use of the Website, the Purchase Services, and any of the products of VIRAQUA (including the Delivery Services), is at your own risk. Everything on the Website, the Purchase Services, and the products of VIRAQUA, are provided to you on an “as is” and “as available” basis, without warranty or condition of any kind. None of the affiliates, directors, officers, employees, agents, contributors, third-party content providers or licensors of VIRAQUA (including any third-party where the Delivery Services are made available to you) make any express or implied representation or warranty about its Content or any products or Purchase Services (including the products or Purchase Services of VIRAQUA) referred to on the Website. This includes (but is not restricted to) loss or damage you might suffer as a result of any of the following:
a)  failure of performance, error, omission, interruption, deletion, defect, failure to correct defects, delay in operation or transmission, computer virus or other harmful component, loss of data, communication line failure, unlawful third-party conduct, or theft, destruction, alteration or unauthorised access to records;
b)  the accuracy, suitability or currency of any information on the Website, the Purchase Service, or any of its Content related products (including third-party material and advertisement on the Website);
c)  costs incurred as a result of you using the Website, the Purchase Service or any of the Products;
d)  the Content or operation in respect to links which are provided for the User’s convenience;
e)  any failure to complete a transaction, or any loss arising from e-commerce transacted on the Website; or
f)  any defamatory, threatening, offensive or unlawful conduct of third-parties or publication of any materials relating to or constituting such conduct.
11.1  VIRAQUA’s total liability arising out of or in connection with the Purchase Services or these Terms, however arising, including under contract, tort (including negligence), inequity, under statute or otherwise, will not exceed the most recent Purchase Price paid by you under these Terms or where you have not paid the Purchase Price, then the total liability of VIRAQUA is the resupply of information or Purchase Services to you.
11.2  You expressly understand and agree that VIRAQUA, its affiliates, employees, agents, contributors, third-party content providers and licensors shall not be liable to you for any direct, indirect, incidental, special consequential or exemplary damages which may be incurred by you, however caused and under any theory of liability. This shall include, but is not limited to, any loss od profit (whether incurred directly or indirectly, any loss of goodwill or business reputation and any other intangible loss.
11.3  VIRAQUA is not responsible or liable in any manner for any site content (including Content and Third-party Content)posted on the Website or in connection with the Purchase Services, whether posted or caused by users of the Website of VIRAQUA, by third-parties or by any of the Purchase Services offered by VIRAQUA.
11.4  You acknowledge that VIRAQUA does not provide the Delivery Services to you and you agree that VIRAQUA will not be liable to you for any special, indirect or consequential loss or damage, loss of profit or opportunity, or damage to goodwill arising out of or in connection with the Delivery Services.
12.1  The Terms will continue to apply until terminated by either you or by VIRAQUA as setout below.
12.2  If you want to terminate the Terms, you may do so by:
a)  notifying VIRAQUA at any time; and
b)  closing your accounts for all of the Purchase Services which you use, where VIRAQUA has made this option available to you.
Your notice should be sent, by writing, to VIRAQUA via the ’Contact Us’ link on our homepage.
12.3 VIRAQUA may at any time, terminate the Terms with you if:
a)  You have breached any provision of the Terms or intend to breach any provision;
b)  VIRAQUA is required to do so by law;
c)  The partner with whom VIRAQUA offered the Purchase Services to you has terminated its relationship with VIRAQUA or ceased to offer the Purchase Services to you;
d)  VIRAQUA is transitioning to no longer providing Purchasing Services to Users in the Country in which you are resident or from which you use the service; or
e)  The provision of the Purchase Services to you by VIRAQUA in, in the opinion of VIRAQUA, no longer commercially viable.
12.4  Subject to local applicable laws, VIRAQUA reserves the right to discontinue or cancel your membership to the Website at any time and may suspend or deny, in its sole discretion, your access to all or any portion of the Website or the Purchase Services without any notice if you breach any provision of the Terms or any applicable law or if your conduct impacts VIRAQUA’s name or reputation or violates the rights of those of another party.
12.5  When the Terms come to an end, all of the legal rights, obligations and liabilities that you and VIRAQUA have benefited from, been subject to (or which have accrued over time whilst the Terms have been in force) or which are expressed to continue indefinitely, shall be unaffected by this cessation, and the provisions of this clause shall continue to apply to such rights, obligations and liabilities indefinitely.
13.1  You agree to indemnify. VIRAQUA, its affiliates, employees, agents, contributors, third-party content providers and licensors from and against:
a)  All actions, suits, claims, demands, liabilities, costs, expenses, loss and damage (including legal fees on a full indemnity basis) incurred, suffered or arising out of or in connection with any Content you post through the Website;
b)  Any direct or indirect consequences of your accessing, using or transacting on the Website or attempts to do so and any breach by you or your agents of these Terms; and/or
c)  Any breach of the Terms.
14.1  Compulsory:
If a dispute arises out of or relates to the Terms, either party may not commence any Tribunal or Court proceedings in relation to the dispute, unless the following clauses have been complied with (except where urgent interlocutory relief is sought).
14.2  Notice:
A party to the Terms claiming a dispute (‘Dispute’) has arisen under the Terms, must give written notice to the other party detailing the nature of the dispute, the desired outcome and the action required to settle the Dispute.
14.3  Resolution:
On receipt of that notice (‘Notice’) by that other party, the parties to the Term (‘’Parties’) must:
a)  Within 7 days of the Notice endeavor in good faith to the resolve the Dispute expeditiously by negotiation or such other means upon which they may mutually agree;
b)  If for any reason whatsoever ,14 days after the date of the Notice, the Dispute has not been resolved, the Parties must either agree upon selection of a mediator or request that an appropriate mediator be appointed by the President of the Australia Mediation Association or his or her nominee;
c)  The Parties are equally liable for the fees and reasonable expenses of a mediator and the cost of the venue of the mediation and without limiting the forgoing undertake to pay any amounts requested by the mediator as a pre-condition to the mediation commencing. The Parties must each pay their own cost associated with the mediation;
d)  The mediation will be held in Melbourne, Australia
14.4  Confidential
All communications concerning negotiations made by the Parties arising out of and in connection with this dispute resolution clause are confidential and to the extent possible, must be treated as ‘’without prejudice’’ negotiations for the purpose of applicable laws of evidence.
14.5  Termination of Mediation:
If 2 weeks have elapsed after the start of a mediation of the Dispute and the Dispute has not been resolved, either Party may ask the mediator to terminate the mediation and the mediation must do so.
The Purchase Services offered by VIRAQUQ is intended to be viewed by residents of Australia. In the event of any dispute arising out of or in relation to the Website, you agree that that the exclusive venue for resolving any dispute shall be in the courts of Victoria, Australia.
The Terms are governed by the laws of Victoria, Australia. Any dispute, controversy, proceeding or claim of whatever nature arising out of or in any way relating to the Terms and the rights created hereby shall be governed, interpreted and construed by, under and pursuant to the laws of Victoria, Australia without reference to the conflict of law principles, not withstanding mandatory rules. The validity of this governing law clause is not contested. The Terms shall be binding to the benefit of the parties here to and their successors and assigns.
Both parties confirm and declare that the provisions of the Terms are fair and reasonable and both parties having taken the opportunity to obtain independent legal advice and declare the Terms are not against public policy on the grounds of inequality or barraging power or general grounds of restraint of trade.
If any part of these Terms is found to be void or unenforceable by a Court of competent jurisdiction, that part shall be severed, and the rest of the terns shall remain in force.



1.1 Every single product is of natural origin, with different features from slab to slab, bringing unique, irreproducible and unpredictable features.

1.2 The colour and grain variation tolerances are very wide and not always strictly represented by the samples provided. Consequently, differences in tone and veins, between the samples and the actual supply are meant to be considered natural and intrinsic peculiarities of the product.

1.3 Presence of micro-porosities, as well as that of natural cracks, are to be considered features of the product.

1.4 Any porosity with a diameter greater than 1.5 / 2 mm may be grouted, if requested during the estimate phase.

1.5 Before the packaging of any marble good, a set of photos of the products inspection will be shared with the customer and, once accepted, it will be impossible to take into consideration any modification and/or dispute and claim.



2.1. The glossy and polished finish is provided with a very light bevel. The request for the absence of bevel must be expressly communicated into the order confirmation.

2.2 In case of honed finish, please be aware this is achieved through a patented process that eliminates the weakest marble parts, and then the surface is properly brushed. In this way, marble gets an old-fashioned effect, with a wavy and matt surface that reproduces exactly the effect of a natural wearing effect of time, without losing its vibrant brightness. The particular manufacturing of these products can lead to some breaks or chips that cannot be contestable.

2.3 Solid carving: Our products are obtained, through craftsmanship cut, from entire blocks of stone. Each single piece can present veins, differences in shades, mineral intrusions, depressions, grouting due to the natural characteristics of the marble. These features are confirmation of the use of natural material, therefore not a matter of claim.



3.1. Being a natural material, the stone tends to absorb. The request of using a hydro / oil repellent treatment must be specifically demanded before the start of fabrication.

3.2 In case of an anti-slip surface request, make sure this is expressly written into the bidding phase and order description. This treatment will make the surface rough and opaque.

3.3 Size tolerance on sizes and thickness +/- 2 mm+/- 2 mm.

The thickness of all our inlays is 2 cm and it is achieved by a 1+1 solution: the pieces that compose the pattern, which are 1 cm thick, are glued on a slab, which is 1 cm thick too, in order to get a better endurance during the re-polishing on site and a longer durability.

3.4 Crates must be stored in a roofed and covered place.



4.1 Prices DON’T include

  • Installation;
  • Drain, syphons and/or any plumbing feature.



5.1 The order is considered confirmed when the deposit payment is received.

5.2 The offer, shop drawings and pictures will be additional confirmations to be processed at the moment of order confirmation.

5.3 After order confirmation, any changes of order cannot be accepted anymore.



6.1. For large and heavy goods package is performed in wood crates. The goods are properly fastened with plastic hooks and protected by layers of polystyrene on the inside.

6.3. Our crates must not be overlapped, and no transfers should be done.

6.4. Package fee is included into our sales prices.



7.1 Shipment is included into our pricing.

7.2 The goods will be delivered as a standard curb side delivery (no inside delivery).

7.3 Date and time arrival arrangements will be agreed by the final receiver and transportation company directly.

7.4 Damages caused by improper unloading procedures cannot be contestable and imputable to VIRAQUA.



8.1 The start of fabrication will begin at the moment of order confirmation and the reception of the deposit payment.

8.2 In case the client will decide to withdraw from the purchase contract, having already made the payment of the deposit, this communication will take place within 3 working days in writing from client’s end. Part of the costs incurred for the start of production of the material will be retained by VIRAQUA.



Installation cost and service are excluded. VIRAQUA will not accept liability nor reimbursement of damages related to improper installation or wrong storage, preparation of the backing, nor any installation procedures out of strict VIRAQUA’ scope.



Any claim should be submitted by 5 days from the moment of goods reception, sharing full photo set showing crates at the moment of their arrival and/or during their opening. EVERY DAMAGED GOOD MUST BE PHOTOGRAPHED INSIDE ITS ORIGINAL CRATE. Photos need to be done from the top and if needed from the side, by removing some wooden boards, but without moving the goods from the original crate.

VIRAQUA, will not accept claims nor reimbursement of damages, if customer doesn’t follow the above procedures.



All VIRAQUA products are crafted using natural materials. Over time, these materials will be impacted by and adjust to their environment.

These changes are considered as expected and normal results of the nature of each material and are not defects. VIRAQUA is not liable for reasonable wear of natural materials.

VIRAQUA products are handcrafted pieces result of an artisanal process, made using solid larch wood; any split or fissure of the wood has to be considered an added value and not a defect, since this is natural material, therefore subject to weather and environmental conditions.

In case of an outdoor application of VIRAQUA wood products, VIRAQUA recommends a 6 months maintenance and care and an adequate covering cap during the coldest time of the year and roofed to protect the goods from solar rays.

Brass inlays require a continuous care and maintenance with adequate products, avoiding the marble parts adjacent to the metal inserts.

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