Refund and Returns Policy

Returns Policy

Effective Date: 20/04/2025

At Air Conditioning Online Warehouse, we aim to ensure that every customer is satisfied with their purchase. If you need to return a product, please review the following policy to understand your rights and our procedures.

1. Change of Mind Returns

We understand that circumstances can change. If you change your mind about your purchase:

• You must notify us within 14 days of receiving the item.

• Items must be unopened, unused, and in original packaging.

• Return shipping costs are the customer’s responsibility.

• A restocking fee may apply depending on the manufacturer’s terms.

Note: We cannot accept returns for installed or used units unless they are faulty.

2. Faulty or Damaged Goods

If your item arrives damaged or faulty, please contact us immediately. We will:

• Arrange for inspection or photos of the issue.

• Offer a replacement, repair, or refund as per Australian Consumer Law.

• Cover return shipping costs for faulty or incorrectly supplied items.

3. Warranty Claims

All systems sold by us include a 5 Year Full Manufacturer’s Warranty on parts and labour (some brands offer 6 or 7 years, such as Hitachi and Toshiba).

If you experience an issue within the warranty period:

• Contact us and we will assist in lodging a warranty claim with the manufacturer.

• Proof of purchase is required for all claims.

• Our support team can provide technical advice and guidance.

4. How to Return an Item

To request a return, please contact us:

+61 451667488 or info@airconditioningonlinewarehouse.com.au

Please include your order number, contact details, and a brief description of the issue. Our team will provide return instructions and assist you through the process.

5. Refunds

Refunds will be processed to the original payment method once the returned item has been inspected and approved. Please allow 5–10 business days for processing.

6. Project Orders and Volume Discounts

Custom project orders or bulk purchases may have specific return terms. Please speak with our team for details when placing large orders.

Need help?
Our customer support team is available 7 days a week to assist you with returns, product advice, and warranty support.