Refund policy
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Returns, Refunds and Change of Mind
11.1 Nothing in these Terms excludes, restricts or modifies any right or remedy available under Australian Consumer Law.
11.2 Change of Mind
11.2.1 We do not provide refunds for change of mind.
11.2.2 If, in our absolute discretion, we agree to accept a return or cancellation for change of mind, we may offer store credit rather than a cash refund.
11.2.3 Any approved return, credit or refund may be reduced by:
outbound freight;
return freight;
pickup costs;
restocking charges;
merchant or card processing fees;
handling costs;
administration costs;
supplier fees;
any other cost already incurred by us.
11.3 Return Timeframe
11.3.1 Any request for an approved discretionary return must usually be made within 7 days of receipt of the goods.
11.3.2 Requests made outside this period may be refused unless required by law.
11.4 Return Eligibility
11.4.1 To be eligible for any approved discretionary return, goods must be:
unused;
uninstalled;
unconnected;
undamaged;
complete;
in original packaging;
in saleable condition;
accompanied by proof of purchase.
11.4.2 Goods that are installed, used, connected, damaged, incomplete, modified, customised, special-order, clearance, discontinued, made-to-order or not in original packaging are not eligible for change-of-mind return unless required by law.
11.5 Return Deductions
11.5.1 Approved returns may attract a restocking and handling fee.
11.5.2 Heat pumps, bulky hot water systems, special-order items and supplier-direct products may attract higher restocking, pickup or supplier return charges.
11.5.3 Where a return is approved, the customer is responsible for ensuring the goods are safely packaged, protected and transported.
11.5.4 We are not responsible for goods damaged in return transit.
11.6 Incorrect Orders Placed by the Customer
11.6.1 If the customer orders the wrong product, size, model, fuel type, connection type, voltage, capacity, accessory or spare part, any return, exchange or credit is at our discretion unless required by law.
11.6.2 Approved returns for incorrect customer selection may be reduced by freight, restocking, card, handling and supplier charges.
11.7 Damaged, Faulty or Incorrect Goods
11.7.1 The customer must inspect goods immediately upon delivery and report any visible freight damage, incorrect supply or missing items without delay.
11.7.2 Claims should include the order number, delivery address, description of the issue and clear photos.
11.7.3 Visible freight claims may be refused where the goods were accepted without notation and no prompt notice was provided.
11.7.4 If goods are faulty, damaged or incorrectly supplied, we will assess the claim in accordance with Australian Consumer Law, manufacturer processes and applicable freight requirements.
11.8 Refund Timing
11.8.1 Any approved refund will generally be processed to the original payment method within 5 business days of approval, less any applicable deductions.
11.8.2 Bank, card provider or payment platform processing times may vary.