Returns

Please make sure to inspect the received goods for any damage before signing the delivery docket. Returning items is more straightforward when we're informed promptly, but it can become complicated if we don't hear from you for an extended period.

It's crucial that items are checked within 48 hours of receiving them. We understand that this might be challenging if your project is delayed or you don't immediately require the items, perhaps storing them in your garage until needed. However, please understand that, occasionally, people contact us for refunds on items that were clearly damaged on-site (e.g. tools dropped on them, products dragged across construction sites, or items dropped). To ensure that damage is our responsibility, we need to be notified immediately. If you choose to store your products without checking them, it will be considered as acceptance that the goods arrived in perfect condition.

If you change your mind after receiving your order, contact us at airconwholsalers@gmail.com within 14 days of delivery for a refund, exchange, or credit toward your next purchase. Please note that we cannot accept returns or exchanges for goods that have been connected, installed, or used.

For faulty items or changes of mind, returns and exchanges cover the value of the returned goods only and do not include postage/freight costs unless an item is faulty or defective, in which case we will cover the postage/freight if notified within 48 hours of receiving the goods. If notified after that period, the customer is responsible for freight costs. We adhere to all aspects of Australian Consumer Law, so we will rectify any faulty items.

HOW TO REQUEST A RETURN

Request a Return Authority form and number from us at airconwholsalers@gmail.com.

Pack your items for return, label them using the provided return shipping label, and ensure they are packaged securely to prevent damage during transit. Items damaged in transit due to inadequate packaging cannot be accepted.

Once we receive your return, we will inspect the items to determine if they meet our returns policy. We will inform you of the approval and process the refund, credit, or exchange within 2 days of receiving the item. If the return does not meet our policy, we will contact you to discuss options.

CANCELLING AN ORDER

To request a refund, please contact us as soon as possible if you wish to cancel your order (a 2.0% admin fee will apply). If your item has already been dispatched, both delivery costs will be charged to you.

IMPORTANT NOTES

  • We accept all returns in line with Australian Consumer Law, requiring proof of purchase.
  • There is a 30-day limitation on all credits, and credits will not be issued for goods returned without proof of purchase.
  • We are not responsible for goods lost in transit if you return them voluntarily.
  • Please inspect your goods upon delivery and notify us within 48 hours if there is any damage. Evidence of damage, such as photographs, will be required.
  • For goods in perfect, unboxed condition, you can return them within 14 days for a full refund minus a 10% restocking and admin fee, or receive a 100% credit to your account to spend within 6 months (excluding delivery fee). Customer incurs the cost of return delivery.
  • Products that are unboxed or returned after 14 days will incur a 20% restocking fee, and the customer is responsible for the cost of return delivery.
  • No returns or refunds are available for custom-made products, except for items that are defective or have a manufacturer's fault.
  • You, as the customer, have a duty of care for the product while it is in your possession. If products are damaged by you, no refund will be made.
  • Refunds will be issued when the goods have been received back at the Aircon Wholesalers warehouse and inspected by a team member, using the same method used for the purchase.
  • Pick-up orders will be warehoused for up to 14 days, after which they may be returned or sold.
  • For installed or used air conditioning systems, contact the applicable manufacturer to arrange a warranty service request.
  • For additional information to assist your purchase, feel free to contact our Customer Service Team anytime.