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Shipping Process
Within the second working day after the customer submits the order, the customer service staff will contact the customer to confirm the delivery date and location.
We will arrange shipment within 3-5 working days after receiving full payment from the customer.
If the product is out of stock, it may take longer to arrive.
The customer's personal data will only be used for delivery. The company will handle your personal data in accordance with the Personal Data [Privacy] [Amendment] Ordinance 2020.
In case of any dispute, the company reserves the right of final interpretation.

Delivery Service
Free delivery once for orders with a total net amount of $3,000 or more (excluding ceramic tile products). Each subsequent delivery will be charged $200.
For orders with a total net amount of less than $3,000 (excluding ceramic tile products), a flat delivery fee of $200 will be charged (per order).
Lantau Island, Tung Chung, Ma Wan and Discovery Bay are remote areas and require an additional delivery fee of $300, or $500 per delivery.
This delivery service is subject to the following conditions. Otherwise, customers will have to pay an additional fee or collect the parking space at the parking lot.
There is free parking outside the building, and
No need to climb stairs or ramps from the parking space to the guest door, and
General transportation tools can be used.
If parking fees or gate fees are required, they will be borne by the customer and will be paid as per actual expenses.
If you need to transport items up stairs or ramps, please refer to the "Stair Transport Charges Table". This additional surcharge must be paid before delivery.
If the transportation distance is too long or ordinary transportation tools cannot be used during the journey, the goods will be delivered next to the parking space. Or the customer may bear additional costs, calculated based on distance and product conditions. Please contact customer service for details.
The delivery period is from approximately 8:00 am to 5:00 pm, Monday to Saturday, excluding public holidays and some special days. We will arrange delivery time according to different regions.
Upstairs transportation charges
When transporting the goods to the delivery address, if there are more than 4 stairs, a stair handling fee will be charged.
The charge is $100 per piece per layer. If the layer is less than one layer, it will be calculated as one layer. Special cases require separate quotation.
When placing an order, customers must provide customer service with the exact delivery location and actual conditions to facilitate the calculation of the upstairs transportation fee and arrange appropriate personnel and tools for delivery. If there is no prior arrangement, we can only deliver on flat ground or collect next to the parking space.

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Email：info@tsugamitoilet.com

Whatsapp： +852 4694 0324

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Refunds Policy

Return & Exchange Policy

By placing an order, You confirm that You have read, understood and accepted these following policy.

Cancellation

We accept order cancellation before the product is shipped or produced.We cannot cancel the order if the product is already shipped out.

We also offer order adjustment service if your order is not yet shipped out. If you want to make any changes to your order, welcome to email us at   Info@tsugamitoilet.com as long as it has not been shipped.

Return or Resend

Our policy lasts 15 days from arrival date. If 15 days have gone by since you received the item, unfortunately, we can’t offer you a refund or resend.

You have two options:

1 .Return: We accept the return on products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards

Downloadable software products

Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please contact our support team via Info@tsugamitoilet.com for more information.

You will pay for return shipping. For quality related returns, return shipping cost is refundable. Items not meeting the above criteria will be considered ineligible for a return.

2.Resend:

if the item is faulty due to an error on our end (e.g. wrong item ).We are willing to resend the correct product for you.

If the item is defective due to transportation issues (such as damaged items).We can reissue new product for you under the premise that you bear part of the shipping cost

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Due to transportation problems, If you think the return is too troublesome,the goods are damaged when the goods are received, we can bear part of the loss and refund part of the amount.

💧 1. Water Quality & Maintenance

Q: Does Australia’s hard water affect the T2’s urine analysis sensor?

A: Australia has varying water hardness, especially in regions like SA (South Australia) and WA (Western Australia). The T2 is designed with an anti-limescale nano-coating on the sensor window. However, to ensure 100% accuracy, we recommend wiping the sensor area with a soft cloth weekly to prevent mineral buildup.

🛡️ 2. Standards & Installation

2. Plumbing & Installation

Q: Is the T2 Smart Toilet compliant with Australian Standards?

A: Yes, absolutely. For the Australian market, the T2 is WaterMark Certified. This is a mandatory requirement in Australia to ensure the product is safe, prevents backflow, and complies with national plumbing codes.

🔌 3. Power & Safety

Q: Do I need a licensed plumber and electrician for installation?

A: Yes. Under Australian law (AS/NZS 3500), all smart toilet installations must be performed by a licensed plumber. Additionally, since the T2 requires power, a licensed electrician should install a waterproof GPO (socket) within 1-1.5 meters from the toilet.

Q: Does it fit the standard Australian "S-Trap" or "P-Trap" setup?

A: The T2 supports the standard S-Trap (floor outlet) with an adjustable offset of 300mm/400mm, covering 95% of Australian homes.

3. Power & Safety

Q: What happens if there is a power outage? Can I still flush?

A: Yes. The T2 features a backup manual flush button. Even without electricity, you can use it like a regular toilet until power is restored.