Refund policy

Return and Refund Policy

1. Australian Consumer Law Compliance
Your rights under Australian Consumer Law (ACL) apply independently of any manufacturer’s warranty and are not limited by this policy. A major failure gives you a choice of refund or replacement. For a minor failure, we will arrange a repair or provide another remedy as required by ACL.

2. Change of Mind
We do not accept returns, refunds or exchanges for change of mind or other non-defective reasons. If your product is faulty or defective, please follow the process below. Your rights under Australian Consumer Law are not affected.

3. Faulty Products
If you receive a faulty or defective product, you may be entitled to a repair, replacement, or refund, depending on the nature of the fault. Please notify us as soon as possible by contacting our customer service team at 1300 186 667 / info@underfloorheatingshop.com.au.
You will need to provide proof of purchase and details of the fault.

4. Return Process
To initiate a return, please follow these steps:

1. Contact our customer service team at [info@underfloorheatingshop.com.au] as soon as you become aware of a fault. This request does not impose a fixed time limit on your rights under Australian Consumer Law.
2. Provide your order number, proof of purchase, and a description of the issue.
3. Our team will assess your claim and, if valid, provide instructions on how to return the product.
4. Please include the original packaging, accessories and manuals where available. Original packaging is not required for a valid faulty-product claim.

5. Shipping Costs for Returns
For items that can be posted or easily returned, you may initially need to pay the return shipping cost. Once we confirm the fault, we will reimburse reasonable return shipping costs. Please keep your postage or transport receipts. For faulty items that are large, heavy or difficult to remove, we will arrange collection or pay the return shipping costs within a reasonable time. Please contact us to discuss the return arrangements.

6. Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 business days.

7. Exclusions
We do not accept non-defective returns, including the items listed below. These exclusions do not limit any remedy available under Australian Consumer Law for faulty or defective goods:

• Gift cards, perishable goods, and customized products
• Products that have been used, damaged, or altered after delivery.

8. Manufacturer Warranties
Some products may come with a manufacturer’s warranty. Please refer to the product’s warranty information for details on how to make a claim under that warranty.

9. Contact Us
For any questions or concerns regarding our Return and Refund Policy, please contact us at 1300 186 667, info@underfloorheatingshop.com.au