Shipping, Return, Refund Policy
AU Focus Pty Ltd simple as “AU Focus” below.
Diesel heater Economy series:12 months
Diesel heater Standard series:15 months
Diesel heater MT series:18 months
Diesel heater Premium series:24 months
THIS WARRANTY DOES NOT COVER THE FOLLOWING:
- Extend the exhaust pipe (Standard exhaust pipe length in package is 600mm), Longer exhaust pipe is easy to produce cabon on the chamber.
- Abnormal operation by customer
- Damage by customer on installation or operation.
- For the diesel heater, we try to apply free shipping Australia Wide at the moment,It is up to your location when you check out. Terms and conditions may apply for free shipping to regional areas in Australia. Freight charges may be incurred for orders shipped outside of Metro areas.
- Free Shipping is eligable for any purchase over $99 for diesel heater parts. Exclusions apply for the following purchases and will incur a shipping charge:
Purchases delivered to out of metro or remote areas, including islands.
Products that exceed 1m in length or over 20kg in weight.
Products that are special order or non-stock.
Free Shipping promotion period is only valid for a limited time and subject to terminate at our discretion.
You will be contacted prior to delivery to confirm freight charges.
The rate charged for the shipping of your order is based on the weight of your products, size of your products and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.
All orders are usually shipped within 24 hours Monday – Friday 9am – 5pm.
We use a range of carriers, we display the fastest and also the cheapest option for shipping.
We are not responsible for the performance of the carrier. We are only responsible to ensure the goods are delivered to the nominated carrier in a timely manner.
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information.
We are now shipping to New Zealand via Australia Post or DHL. The receiver is responsible for all/any import charges/duty/GST. All orders are paid in AUD. Call for any info on (+61) 03 8597 0396..
- Please ensure you inspect the goods on arrival and shall within fourteen (14) days of delivery advise aufocus.com.au of any alleged defect, damage or failure to comply with the description or quote for out of box failures or missing componentry etc. We will work with you to solve as many issues as possible.
- Goods must be returned in the same condition they are received. Goods will not be eligible for return if there is any further damage, marking or engraving on the item. We do not accept returns for Spare Parts.
- A return can be made if:
The item is received damaged within 14 days;
The item is not as described at purchase or as ordered;
The item is being returned for repair;
- During checkout we offer shipping insurance to cover goods that are lost or damaged during transit. AU Focus is not responsible for any loss or damage during transit if the customer has not paid for shipping insurance on the return product. We recommend if returning via Australia Post you take insurance.
Incorrect Purchase or Change of Mind
- If an incorrect purchase was made by the customer and the product is unwanted we will be happy to accept a return so long as it is within 14 days of purchase and the product is unused, in brand new condition and in its original packaging (if any). If used, change of mind or incorrect purchase will not apply.
- A return processed due to the customer’s change of mind will incur a 20% fee and the customer will be required to ship the product at your expense.
Special Order Non-stock Items
- Please be careful when purchasing special order non-stock items (ie. direct from supplier products, heavy equipment, etc.) these items may be exempt from the Returns Policy. Please contact support if you’re unsure about the status of your item.
- If your order complies with the above guidelines and you wish to request a refund or product exchange, please contact firstname.lastname@example.org or by calling 03 8597 0396. We prefer you contact us by mail.
- After organising the return of the item(s) you will be emailed a return label, then you will send the parcel using the return label at closest Australia Post depot. If the return is due to an incorrect purchase you will be required to take our delivery address and ship the product at your expense.
- Once the item(s) has been received a Customer Service Representative will make contact and action the return within 7 business days. If a refund is applicable it will be processed immediately after product has been returned.
- In the event of an exchange, the replacement item(s) will be sent within 14 business days of receipt of the original item(s).
- Important – When returning an item you must include a copy of your invoice along with a note for reason of the return this helps us identify the product when it arrives back with us that it is from you.
4.Friendly Refund Policy:
- If a refund is applicable it will be processed within 7 business days of receiving the returned item. The refund will be processed through bank transfer, credit card refund, or PayPal refund depending on how you made your purchase.
- Responsibility for Return Shipping Costs
- Return and exchange shipping costs will be paid by AU Focus unless the item(s) is being returned due to customer change of mind or wrong item