Refund policy

Return and Refund Policy

1. Australian Consumer Law Compliance
We are dedicated to adhering to Australian Consumer Law (ACL). Under ACL, you are entitled to a replacement or refund if the product is covered by a warranty. Additionally, you are entitled to have the goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not constitute a major fault.

2. Change of Mind
We do not offer refunds or exchanges for change of mind. However, if you wish to return a product due to a defect or failure, please refer to the following sections.

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] within 14 days of receiving your order.
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. Ensure the product is returned in its original packaging (where possible) along with all accessories, manuals, and other items included.

5.    For returns due to change of mind or non-defective reasons, a 20% restocking fee will be applied.

5. Shipping Costs for Returns
If the product is deemed faulty or defective, you will initially be responsible for covering the shipping costs to return the item. Once the product is received and the defect is confirmed by our team, we will reimburse you for the reasonable shipping costs associated with the return. If the product is returned for any other reason, the cost of shipping will remain the responsibility of the customer.

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
Please note that the following items are non-returnable and non-refundable:

• 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