Refund policy
This Refund and Returns Policy applies to purchases made from Hunter Valley Heating.
- General
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and the terms set out in this policy.
Any benefits provided under this policy are in addition to any rights and remedies you may have under the Australian Consumer Law.
We recommend reading this policy before making a purchase so you understand your rights and what you can expect from us if there is an issue with your order.
- Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For major failures with goods, you may be entitled to reject the goods and choose a refund or replacement, as well as receive compensation for any reasonably foreseeable loss or damage.
If a product has a failure that does not amount to a major failure, you may still be entitled to have the goods repaired or replaced within a reasonable time.
The Australian Consumer Law provides Consumer Guarantees that protect consumers when purchasing products and services. Where this policy is inconsistent with those guarantees, the Australian Consumer Law will prevail.
Further information about your rights under the Australian Consumer Law is available from the Australian Competition and Consumer Commission.
- Cancellation and Change of Mind
We do not offer refunds simply because you change your mind or find the same product or service cheaper elsewhere.
This does not affect any rights you may have where a product or service fails to meet a Consumer Guarantee under the Australian Consumer Law.
- Products Damaged During Delivery
If a product arrives damaged, please contact Hunter Valley Heating as soon as possible.
Please keep the damaged product in the condition in which it was received, including all packaging, accessories and other items supplied with the product. Where possible, please provide photographs showing the damage and packaging.
Please contact us within 1 day of receiving the product so we can assess the issue and arrange an appropriate remedy.
Depending on the circumstances and your rights under the Australian Consumer Law, we may arrange for the product to be repaired, collected, replaced with an equivalent product or refunded.
- Exceptions
Subject to your rights under the Australian Consumer Law, we may refuse a repair, replacement or refund where:
• The product was misused and that misuse caused the problem.
• You knew or were made aware of the relevant problem before purchasing the product or service.
• You requested work or alterations contrary to our advice and the issue resulted from those instructions.
• Another exception permitted under the Australian Consumer Law applies.
- Shipping Costs for Returns
Where a product fails to meet one or more Consumer Guarantees under the Australian Consumer Law, Hunter Valley Heating will cover reasonable return costs where required by law.
If the product can reasonably be shipped or returned by you, you may be responsible for arranging the return initially. If the product is confirmed to be eligible for a repair, replacement or refund, we will reimburse reasonable postage, shipping or transportation costs as required under the Australian Consumer Law.
Where a product is too large, heavy or difficult to return and is believed to be eligible for a remedy, Hunter Valley Heating may arrange collection or transportation of the product.
If we arrange inspection or transport and the product is subsequently found not to qualify for a repair, replacement or refund under this policy or the Australian Consumer Law, you may be required to pay the associated reasonable costs.
- Response Time
We aim to assess and process repair requests within approximately 7 days of receiving the returned product.
Refund and replacement requests will be assessed as promptly as reasonably possible after we receive the required information and, where applicable, inspect the product.
Some matters may take longer where manufacturer assessment, freight arrangements or further inspection is required.
- How to Return Products
Please contact Hunter Valley Heating before returning a product so we can discuss the issue and provide the appropriate return instructions.
Proof of purchase is required for refund, repair or replacement requests.
You may be asked to provide photographs or other information relating to the issue.
You may be required to provide identification where reasonably necessary to process a refund, repair or replacement.
Unless otherwise agreed, approved refunds will generally be returned using the original payment method or account used for the purchase.
- Contact Us
If you have any questions about this policy or would like to discuss a refund, repair, replacement or return, please contact Hunter Valley Heating.
Phone: 0414 786 040