Expert Wholesale Supplies — Returns, Refunds & Warranty Policy

This policy outlines our commitment to you under Australian Consumer Law (ACL) and provides clear guidance on returns, refunds, and warranty claims.

 

Your Australian Consumer Law Rights

Our products come with guarantees under the Australian Consumer Law that cannot be excluded. You are entitled to:

• A replacement or refund for a major failure
• Compensation for any other reasonably foreseeable loss or damage
• Repair or replacement if goods fail to be of acceptable quality and the failure is not major

These rights apply in addition to (not in replacement of) the policies below.

 

Important: Professional Installation Required

All HVAC products sold by Expert Wholesale Supplies must be installed by a licensed tradesman (electrician, refrigeration mechanic, or licensed HVAC installer) in accordance with Australian regulations. Self-installation will void the manufacturer's warranty and may breach Australian electrical and refrigeration standards.

 

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery, subject to the following conditions:

• Product must be unused, uninstalled, and in original packaging
• All components, accessories, manuals, and documentation must be included
• Original receipt or proof of purchase is required
• Customer is responsible for return shipping costs
• A 15% restocking fee applies to cover handling and repackaging
• Installed or commissioned units are NOT eligible for change-of-mind returns

To initiate a change-of-mind return, contact us at orders@expertwholesalesupplies.com.au or 1300 853 997 before shipping the item back.

 

Damaged or Faulty Goods

If your product arrives damaged in transit or develops a fault:

• Contact us within 7 days of delivery for transit damage claims
• For faults that develop later, contact us as soon as the fault becomes apparent

We will:

1. Arrange inspection and/or return shipping at our cost (for verified faults or transit damage)
2. Provide a replacement, repair, or full refund based on the nature of the fault and your rights under Australian Consumer Law
3. Process resolution within 5–7 business days of receipt

For transit damage claims: photos of the damaged product and original packaging are required.

 

Manufacturer Warranties

All products come with the manufacturer's warranty. Typical residential split system and ducted unit warranties are 5–7 years on major components and 1–2 years on parts and labour, depending on brand and model. Specific warranty terms are available from the manufacturer or on request from us.

For warranty claims, please contact us first. We coordinate with the manufacturer's authorised service agents to expedite your claim, ensuring you don't have to navigate the warranty process alone.

 

Refund Processing

• Approved refunds are processed within 7 business days of receiving the returned item
• Refunds are issued to the original payment method
• Original shipping costs are non-refundable except where the return is due to product fault or transit damage
• Where applicable, the 15% restocking fee will be deducted from the refund amount

 

Returns Process

To start a return:

1. Email orders@expertwholesalesupplies.com.au or call 1300 853 997
2. Include your order number and reason for return
3. We'll provide return instructions and (where applicable) a return authorisation number
4. Ship the item back via registered post or a trackable courier — we are not liable for items lost in return transit
5. Once received and inspected, we'll process your refund or replacement per the timelines above

Contact Us

Phone: 1300 853 997 Email: orders@expertwholesalesupplies.com.au Address: 4/54 Notar Drive, Ormeau QLD 4208 Trading hours: Monday–Friday, 6:00 AM – 5:00 PM AEST

Expert Wholesale Supplies | ABN 68 151 658 865 | Trading as The Experts Oz Pty Ltd