Please check your order when you receive it! Returns are easy if we know about them straight away but can be a bit tricky if we don’t hear back from you for a while.
Items MUST be checked within 48 hours of the receipt of goods. We understand that this might be difficult if your job is delayed and you don't require the items straight away or if you are busy and you simply store it in your garage until you need it. We hope that you too, understand that we have people contact us to get a refund on damaged items that have clearly been damaged on site (tools being dropped on them, products are dragged across construction sites or products are dropped) so in order to be 100% sure that the damage is our responsibility we need to be advised straight away. If you choose to store your products without checking them please understand that we will see this as acceptance that the goods have arrived in perfect condition.
If you change your mind after receiving your order, contact us at service@frozoneair.com.au within 14 days of delivery to refund it, exchange it for a similar product or return it for a credit toward your next purchase.
We are unable to accept return or exchange of any goods that you have attempted to connect, install or have used.
Returns and exchanges are for the value of the returned goods only and do not include the cost of postage/freight unless an item is faulty/defective in which case we will pay for postage/freight if we have been notified within 48 hours of goods being received. If after that period the customer will be responsible for the cost of freight. We comply with all aspects of Australian Consumer Law, so if an item is faulty we will rectify this for you.
How do I return an item?
In order to get a refund, please contact us as soon as possible if you wish to cancel your order (2.0% admin fee will apply). If your item has already been dispatch, delivery cost for both ways will be charged to you.
The boring fine print (but important bits)...
We will accept all returns in accordance with Australian Consumer Law. Returns will only be accepted with proof of purchase.
There is a 30 Days limitation on all credits. Credits will not be issued for goods returned without proof of purchase.
Frozone Air will not be responsible for returning any goods that have been lost in transit if you have returned it at your own will.
All our items are checked for damage and missing parts prior to delivery. They are sent out in good and brand-new condition. It is important to thoroughly check your goods upon delivery and to notify Frozone Air within 48 hours of receiving the order. Evidence of damage will be required i.e. photographs.
If goods remain boxed and in perfect condition you may return them within 14 days for a full refund minus a 10% restocking and admin fee or you can opt for a 100% credit to your account to spend within 6 months (cost of item not including the delivery fee). The cost of return delivery will be incurred by the customer.
All products that are unboxed or goods returned after 14 days will incur a 20% restocking fee and the cost of return delivery will be incurred by the customer.
There are no returns or refunds available on custom made products. This excludes items that are defective or have a manufacturers fault.
You as the customer have a duty of care for the product whilst it is in your possession. If products are damaged by you no refund will be made.
All refunds will be issued when goods have arrived back to the Frozone Air's warehouse and have been inspected by a member of our team. Refunds will be made by the same method used for the purchase.
Pick up orders will be warehoused for up to 14 days only after which they may be returned or sold.
For air conditioning systems that have been installed or used you will need to contact the applicable manufacturer to arrange a service request, to have the air conditioning unit repaired under warranty. Please visit our warranty page for more information.
To obtain further information to assist your purchase, please feel free to contact our Customer Service Team on 1300 558 322.
