This Returns Policy applies to goods purchased from Hot Water Outlet and should be read together with our Terms of Service.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right or remedy available under the Australian Consumer Law.

The change-of-mind conditions, return fees and exclusions below do not apply where a customer is entitled to a repair, replacement, refund or other remedy under the Australian Consumer Law.

Change-of-Mind Returns

Hot Water Outlet does not automatically provide refunds for change of mind, incorrect product selection or products that are no longer required.

This includes where the customer has selected the wrong:

• Product or model

• System capacity

• Fuel or gas type

• Voltage or electrical configuration

• Connection type

• Valve kit

• Accessory, fitting or spare part

We may agree to accept a change-of-mind return at our discretion. Approval is not guaranteed and must be provided by Hot Water Outlet in writing before any product is returned or collected.

Where a change-of-mind return is approved, Hot Water Outlet may provide store credit rather than a cash refund.

Return Request Timeframe

Requests for a discretionary return must generally be made within 7 days of receiving the goods.

Requests submitted outside this timeframe may be refused unless Hot Water Outlet is required to provide a remedy under the Australian Consumer Law.

A return request must include:

• Customer name

• Order number

• Product being returned

• Reason for the return

• Clear photographs of the product and packaging

• Confirmation that the product has not been installed, connected or used

Return Condition Requirements

To be considered for a discretionary return, the product must be:

• Completely unused

• Uninstalled and unconnected

• Undamaged

• Unmodified

• Complete with all supplied components

• In its original packaging

• In clean and resalable condition

• Accompanied by proof of purchase

Opening packaging does not automatically prevent a return. However, any damaged, missing, marked, wet, torn or discarded packaging may make the product unsuitable for resale and may result in the return being refused.

Products that have been filled with water, electrically connected, connected to gas, connected to pipework, commissioned, installed or otherwise used cannot be returned for change of mind.

Hot Water System Returns

Hot water systems are pickup only.

Customers must not personally return a hot water system to our Greenbank return address unless Hot Water Outlet has provided specific written approval.

Where a change-of-mind return of a hot water system is approved:

• A $200 pickup fee will apply.

• Any applicable supplier restocking or return fee will also apply.

• Any non-refundable outbound freight, handling, merchant, administration or supplier costs already incurred may be deducted.

• The system must be safely accessible for collection.

• The system must remain unused, uninstalled, undamaged and in its original packaging.

• The customer must protect the system from rain, weather, impact, theft and other damage until collection.

• Collection timeframes are subject to supplier and freight availability.

The pickup fee and all applicable deductions may be deducted from the approved store credit or refund amount.

If the system is found to be installed, used, damaged, incomplete, incorrectly packaged or otherwise different from the condition represented when the return was approved, the return may be refused or additional charges may apply.

Copper Products

We do not accept change-of-mind returns on copper products.

This includes copper tube, copper pipe, copper fittings, cut copper lengths and any other copper product supplied as part of an order.

This exclusion does not affect any rights the customer may have where a copper product is faulty, damaged or incorrectly supplied.

Valve Kits, Accessories, Fittings and Spare Parts

Approved returns of valve kits, accessories, fittings and spare parts must be sent or delivered to:

Hot Water Outlet C/O JR
Parcel Locker 10313 39530
Shop 1
15 Pub Lane
Greenbank QLD 4124

Customers are responsible for the cost and risk of returning these items unless Hot Water Outlet is required to cover those costs under the Australian Consumer Law.

All returns must:

• Be approved in writing before being sent

• Include the customer’s name and order number

• Be securely packaged

• Include all original components and packaging

• Be sent using a tracked delivery service

Hot Water Outlet is not responsible for items lost or damaged during return transport.

Items sent without prior written approval may be refused, held pending further instructions or returned to the sender at the sender’s cost.

Products That Cannot Be Returned for Change of Mind

Unless required by law, we will not accept change-of-mind returns for products that are:

• Copper products

• Installed, connected, commissioned or used

• Damaged, marked, wet or weather affected

• Incomplete or missing components

• Modified or altered

• Not in their original packaging

• Special-order or made-to-order products

• Customised products

• Clearance or discontinued products

• Supplier-direct products that the supplier will not accept

• Products that cannot be safely resold as new

Restocking and Other Deductions

Approved discretionary returns may be subject to deductions including:

• The $200 hot water system pickup fee

• Supplier restocking fees

• Supplier return fees

• Original outbound freight

• Return freight

• Failed pickup or collection charges

• Merchant or card processing fees that are not recoverable

• Handling and administration costs

• Costs incurred because the product was specially ordered

• Damage, repackaging or missing component costs

• Any other reasonable cost already incurred in fulfilling or reversing the order

We will advise the customer of known deductions before finalising an approved return where reasonably practicable.

Refund or Store Credit Processing

Returned goods will be inspected before any store credit or refund is approved.

Acceptance of a return, collection of a hot water system or delivery of an item to our return address does not automatically mean the return has been accepted.

Any approved refund will generally be processed to the original payment method within 5 business days after approval, less any applicable deductions.

Bank, card provider and payment platform processing times are outside our control and may cause additional delays.

Where store credit is approved, the credit will be issued after the goods have been received, inspected and accepted.

Damaged, Faulty or Incorrectly Supplied Goods

Customers must inspect all goods immediately when they are delivered or collected.

Visible freight damage, missing goods, incorrect goods or damaged packaging must be reported immediately and, where reasonably possible, while the driver or courier is still present.

Customers should:

• Note visible damage on the delivery documentation

• Take clear photographs before moving or unpacking the product

• Photograph the product, packaging and freight label

• Keep all packaging

• Avoid installing, connecting or using the product

• Contact Hot Water Outlet without delay

Claims should include the customer’s name, order number, delivery address, product details, description of the issue and clear photographs or videos.

Where goods are alleged to be faulty, damaged or incorrectly supplied, Hot Water Outlet may inspect the goods or require assessment through the relevant manufacturer or supplier before determining the appropriate remedy.

Hot Water Outlet reserves the right to assess goods before providing a remedy, subject to the Australian Consumer Law.

Customer Responsibility for Product Selection

Hot Water Outlet is a supply-only retailer. Customers are responsible for confirming that the selected product is suitable for their property, services, installation location and intended use before ordering.

Customers should confirm product suitability with an appropriately licensed plumber, gas fitter or electrician before purchase.

Incorrect customer selection is treated as a change-of-mind request and any return, exchange or credit remains at Hot Water Outlet’s discretion unless otherwise required by law.

Return Approval

Hot Water Outlet may approve, conditionally approve or refuse a discretionary return after considering:

• The type and condition of the product

• How long the customer has held the product

• Whether the product has been installed, connected or used

• Whether the original packaging is complete and undamaged

• Whether the supplier will accept the product

• Freight and collection requirements

• Restocking and handling costs

• Whether the product can be resold as new

• Any other relevant circumstances

Approval of one return does not require Hot Water Outlet to approve another return in the same or similar circumstances.