Refund policy

At Aircon Warehouse, we prioritize understanding and fulfilling our customers' needs by offering top-quality product recommendations. Our commitment extends to collaborating with vendors and supply chain operators to ensure reliable delivery of our air conditioners. You can easily communicate your preferences through our online platform or by contacting our friendly representatives.

In the rare event that a delivery or product order falls short of your expectations, we are here to assist you with processing a refund or an exchange. Rest assured that our team at Aircon Warehouse is dedicated to prioritizing your satisfaction and resolving any issues that may arise. Your best interests are always at the forefront of our efforts.

We appreciate your trust in us and thank you for choosing Aircon Warehouse as your preferred provider of air conditioning solutions. If you have any further questions or require assistance, please do not hesitate to reach out to our team.

Delivery

DOOR TO DOOR DELIVERY MELBOURNE WIDE

We deliver our products Melbourne wide using our preferred couriers and reliable freight companies with 100% satisfaction guaranteed.

We aim to dispatch all items in stock within 1-3 business days from when payment is cleared, with rare occasions exceeding this time. We will be sure to notify you if there is anything that might delay your order.

Once dispatched, you will receive an email containing tracking information and your order will be marked as “Fulfilled”.

FREE CLICK AND COLLECT PICKUP FROM

MELBOURNE WAREHOUSE

Factory 8 / 282-284 Chesterville Road, Moorabbin VIC 3189

Please allow approximately 1-2 business day for your item to be ready.

You will receive a notification to let you know it’s ready for collection.

AUTHORITY TO LEAVE

To provide specific delivery instructions and authorize the courier to leave the package without requiring a signature, you can check the optional box on the cart page and/or include delivery notes during the ordering process.

In the event of a missed delivery due to no one being available at the address, the order will be left at your requested location if you have given an authority to leave without a signature. However, if the authority to leave checkbox was not selected, the delivery will be returned to the depot, and a new delivery attempt will be made. Additional delivery attempts may incur fees depending on the courier used.

If an item is returned to us due to incorrect information or a missed delivery, a redelivery fee and/or return fee may be charged.

Upon delivery, it is important to check the items for any obvious signs of damage that may have occurred during transit. If you notice any damage or the item is not as described, please reject the delivery and contact our Customer Service Team within 24 hours, providing photographic evidence of the package/item for further assistance and to arrange a redelivery if necessary.

If damage is discovered after opening the package, please refer to our returns policy for further instructions.

Please note that if the delivery docket is signed as received in "Good Order or Condition," the liability for any damages passes to the consignee (you).

We are not liable for any losses, liabilities, costs, damages, charges, or expenses arising from late delivery or incorrect postal addresses provided.

Please be aware that we only ship within Australia to physical addresses such as houses, apartments, or businesses, and we do not ship internationally or to PO Boxes or Parcel Lockers.

Any changes to delivery instructions made after the unit has been dispatched may incur additional charges.

For further details or inquiries regarding delivery instructions or related matters, please feel free to contact our Customer Service Team.

WILL SOMEONE NEED TO BE HOME TO ACCEPT DELIVERY?

In order to ensure a smooth delivery process, it is essential to have someone available at the delivery address to accept the package. A signature will be required upon delivery as proof of receipt.

Additionally, we highly recommend having an extra person present at the delivery address. This person can assist with placing the items inside your house and, if necessary, help with removing the items from the pallet. Please note that our courier service offers a door-to-door delivery service, which means they will deliver the items to the entrance of your residence.

By having an additional person available, you can ensure that the delivery process is efficient and that the items are properly handled and placed in your desired location. If there are any specific requirements or instructions for the delivery, it is advisable to communicate them to the delivery service or the retailer beforehand to facilitate a smooth and satisfactory delivery experience.

WILL MY LARGER SYSTEM COME ON A PALLET?

For certain larger and bulkier items, delivery on a pallet may be required. In such cases, once the delivery is made, it is necessary to remove the item from the pallet. You can kindly request the delivery driver to take the pallet away with them, ensuring that you won't be left with the responsibility of disposing of the pallet.

By asking the delivery driver to take the pallet with them, you can ensure a more convenient and hassle-free delivery experience. It is always a good practice to communicate your preferences regarding the pallet disposal during the delivery process to avoid any confusion.

If you have any specific delivery instructions or additional questions regarding the handling of pallets during delivery, it is advisable to reach out to the specific delivery service or the retailer from whom you are purchasing the item for further clarification and coordination.

Returns

FAULTY ITEMS OR CHANGE OF MIND

For returns and exchanges at Aircon Warehouse, please note the following guidelines:

Value of Return: Returns and exchanges cover the value of the returned goods only and do not include the cost of postage or freight, unless the item is deemed faulty or defective. If the item is faulty or defective and you notify us within 48 hours of receiving the goods, we will cover the cost of postage or freight. If notified after that period, the customer will be responsible for the cost of freight.
Compliance with Australian Consumer Law: Aircon Warehouse fully complies with Australian Consumer Law. If an item is found to be faulty, we will rectify the issue according to the relevant consumer protection regulations.

To initiate a return, please follow these steps:

Request a Return Authority form and number from us by contacting our team. This form will guide you through the return process.
Pack the item/s for return, ensuring they are carefully labeled using the return shipping label provided. It is important to pack the items properly to prevent damage during transit. Please note that inadequately packaged items damaged during transit may not be accepted for return.
Once we receive your return, we will inspect the item/s to ensure they meet our returns policy. If the return is approved, we will promptly process the refund, credit, or exchange. This will be done within 2 days of receiving the item. If the returned item does not meet our returns policy, we will contact you to discuss available options.

We appreciate your cooperation in following these return procedures. If you have any further questions or require assistance with the return process, please feel free to contact us.

CANCELLING AN ORDER

Please note the following guidelines:

Order Cancellation: If you wish to cancel your order, please contact us as soon as possible. A 2.5% administrative fee will apply to canceled orders.
Dispatched Items: If your item has already been dispatched, both the delivery cost for the initial shipment and the return shipment will be charged to you.
Returns in Accordance with Australian Consumer Law: We accept returns in compliance with Australian Consumer Law. Proof of purchase is required for all returns.
30-Day Credit Limitation: Credits for returns have a limitation of 30 days. Goods returned without proof of purchase will not be eligible for credits.
Customer Responsibility for Lost Goods: If you return goods at your own discretion and they are lost in transit, Aircon Warehouse will not be held responsible for the lost items.
Thoroughly Check Goods upon Delivery: It is important to carefully inspect your goods upon delivery and notify Aircon Warehouse within 48 hours of receiving the order in case of any damage. Photographic evidence of the damage will be required.
Returns within 14 Days for Boxed and Perfect Condition Items: If goods remain boxed and in perfect condition, you may return them within 14 days for a refund, subject to a 10% restocking and administrative fee. Alternatively, you can opt for a 100% credit to your account, valid for 6 months (excluding delivery fees). Return delivery costs will be incurred by the customer.
Unboxed or Returns After 14 Days: Unboxed items are not able to be returned. Returns made after 14 days will incur a 15% restocking fee, and the customer will be responsible for the cost of return delivery.
Exclusions for Custom-Made Products: Custom-made products are not eligible for returns or refunds unless they are defective or have a manufacturer's fault.
Customer's Duty of Care: As the customer, you have a duty of care for the product while it is in your possession. If products are damaged by you, no refund will be provided.
Refund Process: Refunds will be issued upon the arrival of goods at the Aircon Warehouse warehouse and subsequent inspection by our team. Refunds will be processed using the same method used for the initial purchase.
Pick-Up Orders: For pick-up orders, goods will be warehoused for up to 14 days. After this period, they may be returned or sold.

We appreciate your understanding and cooperation with these refund guidelines. If you have any further questions or require assistance with the return process, please do not hesitate to contact our team.

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