RETURNS & REFUNDS POLICY
Important! We recommend that customers thoroughly inspect the goods when delivery takes place. If upon delivery you notice an item is damaged, not as described, or faulty, you are required to reject delivery by the driver to which you will need to contact our Customer Service Team within 24 hours to arrange re-delivery.
Important! Transaction fee of credit card or PayPal payments is not refundable.
If damage is noticed after delivery, please do not unbox your item and must contact our Customer Service Team within 24 hours of receiving your delivery to which evidence of the damage will be required i.e. photographs.
We are unable to accept return of any goods that you have attempted to connect, install or have used.
As the customer, you have a duty of care for the product whilst it is in your possession. If products are damaged by you and subsequently returned, a charge will be made to repair the product to its original condition. Please be aware that where repair is not economically viable no refund will be made.
In the event of any returns, a Return Authorisation number must be obtained by providing a brief explanation of the reason of returning the goods. You must provide particulars as to why you are not satisfied with the products in your order. If for any other reason you need to return an item, please call our Customer Service Team within 7 business days of receiving your delivery.
1. Faulty items
Air Conditioner Land will cover the cost of shipping both ways for faulty items returned within 3 days. Outside this initial 3-day period, the buyer will be responsible for the cost of shipping both ways. If an item was picked up from the store, any faulty goods must be returned to Air Conditioner Land by the buyer. Air Conditioner Land is not responsible for returning any products that have been lost in transit if you have returned it at your own will.
Upon receipt of a returned product, Air Conditioner Land will inspect the product and make its decision in its sole discretion whether it is more appropriate to offer a repair or replacement. We will offer a repair or replacement within 28 days of receiving the faulty item or earlier depending upon stock availability. If a replacement or repair cannot be provided within a reasonable time frame, a full refund or store credit will be provided.
2. Change of mind
If your goods remain boxed and unopened you may return them within 14 days from when you received your order for a refund. A collection fee of $70 or the amount of a delivery fee which we will quote will apply if greater than $70 will apply. A restocking fee of minimum 10% and up to 30% of your purchase price can apply - this is treated on a case by case basis. For items delivered by our company driver, we will organise for your return goods to be collected, with goods usually collected within 3 days. For items delivered by a third party courier, you have to organise the return. If you wish to return an item by bringing the item in store, we may have to charge you any delivery fee we would have paid to send you the item, even if we sent the item to you for free, as we may have paid courier fees to send it to you.
If your goods have been unboxed but otherwise are as new (have not been used or connected) a restocking fee of minimum 30% of your purchase price will apply. A minimum collection fee of $70 or the amount of a delivery fee which we will quote will apply if greater than $70 will apply. Again, we will organise for your return goods to be collected, with goods usually collected within 3 days. As above, if you wish to return an item by bringing the item in store, we may have to charge you any delivery fee we would have paid to send you the item, even if we sent the item to you for free, as we may have paid courier fees to send it to you.
3. Cancel an order
In order to get a refund, please contact us ASAP if you want to cancel any order. If your item has been shipped out, delivery fee for both ways will be charged to you.
4. General
All refunds or redeliveries will be issued when goods have arrived back to our Air Conditioner Land warehouse and have been inspected by a member of our team. Refunds will be made by the same method used for the purchase except for cash payment, which will be refunded by cheque.
This policy does not apply to any Items bought on sale. No returns, refunds, or replacements will be available in such an event.
To obtain further information to assist your purchase, please feel free to contact our Customer Service Team.