Refund policy

Return and Refund Policy

Interpretation and Definitions

Interpretation

The words in which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.

Definitions

For the purposes of this Return and Refund Policy:

  • Company (referred to as either "the Company", "We", "Us" or "Our") refers to Hot Water & Heating, 234 Taren Point Rd, Caringbah NSW 2229.

  • Goods refer to the items offered for sale on the Service.

  • Orders mean a request by You to purchase Goods from Us.

  • Service refers to the Website.

  • Website refers to Hot Water & Heating.

  • You means the individual accessing or using the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Change of Mind Returns

Hot Water & Heating does not offer a standard change-of-mind return policy.

Change-of-mind returns, exchanges, refunds or store credits may be considered at the discretion of Hot Water & Heating and are not guaranteed. Due to the size, weight, value, specialised nature and handling requirements of many of our products, we may not be able to accept a return once an order has been processed, dispatched, delivered or installed.

Where Hot Water & Heating agrees to accept a change-of-mind return, the following conditions may apply:

  • Where a change-of-mind return is approved, the return must generally be arranged within 14 days of purchase or delivery, as advised by Hot Water & Heating.

  • The Goods must be unused, unopened and in their original packaging and condition.

  • Proof of purchase must be provided.

  • The customer is responsible for all costs and risks associated with returning the Goods to us, including return freight.

  • A 35% restocking fee will apply to approved change-of-mind returns.

  • Depending on the circumstances and the product involved, Hot Water & Heating may offer an exchange or store credit instead of a refund.

  • Certain products may not be eligible for a change-of-mind return, including products that have been specially ordered, customised, made to specification, used, installed or otherwise supplied specifically for the customer.

The acceptance of one change-of-mind return does not create an obligation for Hot Water & Heating to accept future change-of-mind returns.

Products That Cannot Be Returned for Change of Mind

Change-of-mind returns will generally not be accepted for:

  • Goods made to the customer's specifications or clearly customised.

  • Special-order or specially sourced Goods where the supplier will not accept a return.

  • Goods that have been opened, used, installed or damaged.

  • Goods that have been altered or modified after delivery.

  • Goods that are no longer in their original packaging or condition.

  • Goods that, due to their nature, are not suitable for return.

  • Goods that have been inseparably mixed with other items after delivery.

Faulty, Damaged or Incorrect Goods

Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law.

Where Goods are faulty, damaged, defective, incorrectly supplied or otherwise fail to comply with applicable consumer guarantees, please contact us as soon as possible so that we can assess the issue and determine the appropriate remedy.

The conditions and fees applying to change-of-mind returns do not apply where a consumer is exercising rights or seeking a remedy under the Australian Consumer Law.

Returning Goods

If a return has been approved, you must contact Hot Water & Heating before returning or delivering the Goods to our showroom.

You will be issued with a return reference number where required. Goods must not be sent to or brought into our showroom without prior approval.

Unless otherwise agreed, the customer is responsible for the cost and risk of returning Goods to us.

Hot Water & Heating is not responsible for Goods that are lost or damaged while being returned by the customer. We recommend using an insured and trackable freight or courier service.

We cannot process an approved refund, exchange or store credit until the returned Goods have been received and inspected, unless otherwise agreed.

Return Address

Hot Water & Heating
234 Taren Point Rd
Caringbah NSW 2229
Australia

Contact Us

Before arranging any return, exchange or warranty claim, please contact us to discuss the issue and receive instructions on how to proceed.

We will not accept any item sent to or brought into our showroom without prior approval from one of our sales assistants and, where required, a valid return reference number.

If you have any questions about our Returns and Refunds Policy, please contact us:

Email: sales@hwhs.com.au
Phone: +61 2 9524 1856
Contact: https://www.hotwaterandheating.com.au/pages/contact-us