Return policy
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
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1. Faulty products:
A refund or exchange will be arranged in the case of a faulty product at no charge, provided:
- it is undamaged and unused
- it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
- it is not missing any accessories or parts; and
- you log a return on the Website contact us page or email us within 7 days of delivery to you; and
- it has not been installed in the case of aircon units and swimming pool heat pumps. If the unit has been installed standard warranty and procedures will apply.
Once we have inspected the product and validated your return, we will refund you with the purchase price of the product within 8 days of the return. Please bear in mind that refunds can take 5 – 10 working days to reflect in your account depending on the banking institution you make use of. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.
2. Unwanted products:
In the case of unwanted products, you can return the item to us provided:
- it is undamaged and unused, and unopened with the original packaging, labels and stickers still attached;
- it is not missing any accessories or parts;
- you log a return on the Website contact us page or email us within 7 days of delivery to you
- aircon and heat pump products that have been installed are not eligible for return, and standard warranty and procedures will apply
For unwanted products there will be a collection charge of 5% on total purchase price for transportation fees which will be deducted from the amount refunded to you.
Please take note of the very important info :
- If the product is opened and faulty and the box is undamaged we will gladly accept the return and arrange a replacement unit. If the box is damaged upon receipt of the product, please do not accept or sign for the delivery. If you were not available to receive the product yourself please take an image of the damaged box and do not open the box otherwise we cannot receive the product back.
- Please note the faulty or unwanted product needs to be returned in the original undamaged boxing for us to ensure a refund.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address}
Shipping returns
For unwanted products there will be a collection charge of 5% on total purchase price for transportation fees which will be deducted from the amount refunded to you.
For any damaged or faulty products there will be no shipping charges.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Need help?
Contact us at {email} for questions related to refunds and returns.