We're here to help. Find an answer to a frequently asked question below.

Most asked questions

– We have an installation guide available for download on our website.
– Our products can be purchased online directly from Demtech, or from one of our many distributors nationwide. Click here to ‘Locate Distributors’

– If you have received your order and find that it is damaged, please take photos or videos on site and send them to us. Demtech will contact the carrier to resolve the issue as quickly as possible.
If you find that your parcel is missing, please notify Demtech ASAP

Insitu Systems

– Our standard shower bases/balcony panels are 45mm thick, however can be custom manufactured at varying thickness’s (25mm – 100mm). Speak to our team if you have a custom thickness requirement.
– We have an installation guide available for download on our website.

Orders

– Our products can be purchased online directly from Demtech, or from one of our many distributors nationwide. Click here to ‘Locate Distributors’ .
– Delivery times may vary depending on the size of your package and where you are purchasing from. Once your package leaves our warehouse we’ll send you a shipment notification email. This email includes the carrier name, tracking number, shipping date and items’ details. You can click the tracking number to track your package on the carrier’s website.

– For Australia, we currently accept the following payment methods:
– Visa
– Mastercard
– PayPal

– If you have received your order and find that it is damaged, please take photos or videos on site and send them to us. Demtech will contact the carrier to resolve the issue as quickly as possible.
If you find that your parcel is missing, please notify Demtech ASAP.

Delivery

– Click & Deliver is offered to customers in most locations, this includes stocked key items. Depending on the location, size, and service requested a reasonable delivery fee will be applied to the customer’s order.

The delivery fee will be calculated automatically when we have the customer shipping addresses. More information please check ourdelivery & Return Policy

– Once your package leaves our warehouse we’ll send you a shipment notification email. This email includes the carrier name, tracking number, shipping date and items’ details. You can click the tracking number to track your package on the carrier’s website.

To check the status of your online order, please click on the “Track Order” tab on the bottom left hand side of the screen on the Demtech website. Enter your order ID and billing email address which can be found in your order confirmation email. 

Some customers may experience a delay in receiving order confirmation emails.  If you have not received an order confirmation email on the same day that you placed your order, please contact Customer Support for assistance.

– Please note that due to a high volume of online orders, there may be a delay in fulfilling your orders. Our team are working hard to prepare your orders as quickly as possible. Delivery timeframes may also vary depending on your delivery location. As we are based in Melbourne, interstate deliveries may take a few extra days.

In most cases, delivery for products purchased online will take 2–5 days, but for some products, such as Special Orders or Custom made items, it may take 7–14 days.

Return

– Products that are unused/undamaged may be returned to Demtech. A refund may be provided at the discretion of Demtech. Custom manufactured products can not be returned for a refund – please take care when ordering custom products.

 More information please check ourdelivery & Return Policy

– All refunds will be provided back in the original tender. Credit card refunds must be processed back onto a credit card.

Proof of purchase must be provided.

– Unfortunately we cannot offer a change of mind refund or exchange on the following items:

  • Custom-made products
  • Any product/s specifically cut to size at your request
  • Used or altered items (not in original condition)

These products can still be returned if they are defective or have been incorrectly supplied.

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