Shipping and Returns Policy for HVAC TOOLS AUSTRALIA LIMITED
Shipping Information
We are committed to providing you with fast, reliable, and cost-effective delivery across Australia.
- Shipping Rates & Free Shipping
FREE Shipping: We offer FREE Shipping on all orders over $200.00 (Excluding GST) to any Australian address.
Standard Shipping: For orders under $200.00, shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order.
- Order Processing & Dispatch
Fast Dispatch: Orders for in-stock items are typically processed and dispatched from our warehouse within 1 to 2 business days of receiving full payment.
Backordered Items: If an item is on backorder, the estimated shipping date will be clearly communicated on the product page and confirmed in your order notification. If this changes after we order from our supplier, we will notify you immediately.
Carrier Selection: We use reputable, tracked couriers (e.g., Australia Post, major freight carriers) and select the fastest and most reliable service for your location.
- Estimated Delivery Times
Delivery times are estimated and start from the moment your order is dispatched.
Major Metro Areas (East Coast): You can expect delivery within 1 to 4 business days.
Regional Areas and WA/NT: Please allow 4 to 8 business days for delivery.
Returns & Refund Policy
We stand behind the quality of our tools and offer a transparent, customer-friendly returns process. Your rights under the Australian Consumer Law are fully preserved and are in addition to this policy.
- 30-Day Change of Mind Returns
We offer a generous 30-Day Change of Mind period from the date of purchase.
Eligibility: The item must be unused, in the same condition that you received it, and in its original, sealed, and undamaged packaging. A copy of the original invoice or proof of purchase is required.
Return Options (Change of Mind):
Store Credit (Recommended): You will receive full store credit for the purchase price of the product, with NO RESTOCKING FEE applied.
Refund: You can opt for a refund to your original payment method, which will be subject to a small 15% restocking fee (to cover handling and administrative costs).
Return Freight: For a change of mind return, the customer is responsible for the shipping costs of returning the item to our warehouse. We highly recommend using a trackable shipping service.
- Faulty, Damaged, or Incorrectly Shipped Items
If your product is faulty upon arrival, damaged in transit, or you received the wrong item, we will resolve the issue quickly and at no cost to you.
Notification: You must notify our customer service team immediately upon receipt of an item that is damaged or incorrect.
Assessment & Collection: For items claimed to be faulty or damaged, we will arrange and pay for the collection of the product. Once received, our service department will test and assess the item within 7 business days.
Outcome (Confirmed Fault): If the item is confirmed to be faulty, damaged, or incorrectly shipped due to our error, we will:
Process a full refund for the product and the original shipping cost, OR
Immediately send out a replacement product (subject to stock availability).
Non-Defective Items: If the item is tested and found to be in full working condition, or the fault is determined to be due to customer misuse or accidental damage, we will return the item to you. In this event, you will be invoiced for the return collection and re-delivery freight costs.
- Return Procedure (RMA Required)
All returns, whether for change of mind or fault, must follow our simple Return Merchandise Authorisation (RMA) process:
Request: Contact our customer service team via email to request an RMA form and a unique RMA number.
Packaging: Securely package the product to prevent damage during transit.
Labeling: The RMA number must be clearly visible on the outside of the shipping carton and addressed as instructed on the form. Returns sent without a valid RMA number may be delayed or refused.
Manufacturer’s Warranty & Repair Service️
We ensure that, with the exception of products clearly marked as “ex-demo,” “second-hand,” or “imperfect,” all products are sold with a full manufacturer’s warranty. Warranty periods and service levels are set by the manufacturer and vary by product.
- Warranty Claims (After 14 Days)
For all warranty service claims lodged more than 14 days after purchase, we aim to streamline your process:
First Contact: All claims should be directed to the manufacturer or their authorised service centre or agent. This is the fastest way to get your product repaired or replaced.
Assistance: If you experience any difficulty contacting the manufacturer, please contact the HVAC Tools Australia team immediately. We are here to assist you in navigating the claim process.
Return to Retailer: If the manufacturer specifically directs you to return the product to us, the retailer, you must contact our team to obtain a Return Authorisation (RMA) number immediately.
Deadline: The product must be received by our warehouse at least 7 days prior to the expiration of the manufacturer’s warranty period to ensure we have time to return it to them. Customer-Organised Shipping: The customer is responsible for the shipping cost to return the item to us under a manufacturer’s warranty claim. We will not pay or reimburse these costs.
- Non-Warranty Service and Repairs
For repairs or services that are not covered by any warranty (e.g., accidental damage, misuse), please direct your inquiry to the manufacturer or its authorised service centre in the first instance.
Return Process: If the manufacturer directs you to return the product to us, you must contact the HVAC Tools Australia team for an RMA number, specifying the return is for “Non-Warranty Service or Repairs.”
Costs: Upon completion of the assessment or repair by the manufacturer, you will be advised of the total charges, including any inspection fees. Full payment for the manufacturer’s charges and any associated return processing costs is required before the product is returned to you.
General Terms and Conditions
Prices & Payment
Online Orders: You must pay the confirmed price for the goods plus the specified delivery and handling fee at the time of purchase.
Security: Your order and credit card details are safe. We do not store any credit card information. All payments are processed directly through a secure payment gateway using encoded SSL technology.
Payment Clearance: Goods will only be dispatched after full payment has cleared. We reserve the right to request additional identification to ensure the security of customer details and prevent fraud.
Delivery Policy
Dispatch Time: We will dispatch orders via tracked courier within 3 business days unless stated otherwise as a back-ordered item.
Courier Choice: We select the best courier option at the time of dispatch based on an optimal balance of delivery time and cost.
Additional Fees: Delivery to alternative addresses or charges incurred for items that are returned but deemed non-returnable will incur additional fees.
Product Representation
We aim to include accurate and up-to-date pictures of all goods on our website. However, please be aware that the actual product may occasionally differ slightly from the image displayed.
Privacy
We adhere strictly to the HVAC TOOLS AUSTRALIA LIMITED privacy policy. Your personal information will not be revealed to external organisations except for the sole purpose of fulfilling your order.
Liability
Subject to your rights under Australian Consumer Law, any liability of HVAC TOOLS AUSTRALIA LIMITED will be limited to:
For Goods: The replacement of the goods or the supply of equivalent goods.
For Services: The supplying of the services again or the payment of the cost of having the services supplied again.
Changes to Policies
HVAC TOOLS AUSTRALIA LIMITED may add to, delete, or change these policies without prior notice. It remains your responsibility to review and understand our policies each time you place an order.
Applicable Law
All purchases made under these terms and conditions are subject to the laws of all states of Australia.