Refund policy

Returns & Refunds Policy (Australia)

We want you to be confident shopping with HVAC Trade Supply. This policy works alongside your rights under the Australian Consumer Law (ACL). Nothing here limits those rights.

Change-of-Mind Returns

We will gladly accept a return or provide an exchange for change of mind when all of the following are met:

• Return window: The item is returned within 7 days of the date you receive it.
• Condition: The item is unused or unworn and in its original sealed packaging, with tags attached and all accessories/manuals included.
• Untampered: The product has not been opened, installed, or modified.
• Proof of purchase: A valid invoice is provided.

Return freight: For change-of-mind returns, the customer is responsible for all associated shipping charges.

Restocking fee: For incorrectly ordered items, a 10% restocking fee applies.

Outcome: Eligible change-of-mind returns may receive a refund to the original payment method or an exchange for another product, once inspected and approved.

Faulty, Not as Described, or Not Fit for Purpose (ACL)

You may be entitled to a repair, replacement, or refund where a product:

• is faulty or not of acceptable quality;
• does not match the description provided; or
• is not fit for the intended purpose.

If your item is assessed and confirmed to be faulty or misdescribed, we will cover reasonable return shipping costs (please keep your receipts for reimbursement). Labor/installation fees are not covered.

Dead-on-Arrival (DOA) & Transit Damage

• DOA period: Please notify us within 14 days of delivery if your item is not working out of the box.
• Transit damage: If packaging is visibly damaged on arrival, you may refuse delivery and advise the courier to return to sender, then contact us immediately. If already accepted, notify us as soon as possible so we can assist.

How to Start a Return (RMA Required)

1. Contact us to request a Return Merchandise Authorisation (RMA): hvactradesupply@gmail.com
2. We will provide the correct return address and packing instructions. Do not send returns to our mailing address, as this may cause delays or loss.
3. Pack safely with all standard accessories. Clearly write the RMA on the outer shipping carton.

Assessment & Processing

• All returns are inspected on arrival. If a manufacturing defect is confirmed, we will repair, replace, or refund in line with the ACL and manufacturer policy.
• If no fault is found or an exclusion applies, we will quote for any repair and return freight.
• Refund method: Refunds are issued to the original form of payment.
• Refund timing: Approved refunds are typically processed within 7 days of receipt at our warehouse (bank processing times may vary).

Exclusions & Notes

• Returns without an RMA may be delayed.
• We cannot accept returns for items that are used, installed, altered, or missing packaging/accessories (unless required by the ACL).
• Consumables and wear items (e.g., fuses, batteries, gaskets, seals, filters, printer media) are generally excluded from change-of-mind returns.

Need Help?

Questions about returns? Email us at hvactradesupply@gmail.com.