Quick Summary – Hassle-Free Returns & Refunds
- 30-Day Return Period: You have 30 days from receiving your item to request a return or refund. This applies to change-of-mind returns as well as most other return reasons. Just make sure to contact us within 30 days of the delivery date to get the process started.
- Item Condition for Returns: To be eligible for a return, your item must be unused, in its original condition and packaging, and include all accessories or components. We may require proof of purchase (e.g. order number or receipt) to process the return.
- Return Shipping Costs (Change of Mind): If you decide to return an item because you changed your mind or ordered the wrong product, you will need to cover the return shipping/postage cost, and the original shipping fee is non-refundable (i.e. the original delivery cost will be deducted from your refund).
- Damaged, Faulty, or Incorrect Items: Please inspect your order as soon as it arrives. If any item is damaged, defective, or not what you ordered, contact us immediately. We will rectify the issue with a free return, replacement, or full refund at no cost to you – this includes covering any return shipping fees for faulty or incorrect products.
- How to Initiate a Return: Always contact us first before sending anything back. We’ll guide you through the returns process. Items returned without prior authorisation will not be accepted. (It’s easy – just reach out to our customer service, and we’ll help from there.)
- Exchanges: Need to swap for a different model or product? No problem. You can exchange by returning your item (meeting the return conditions) and then choosing a replacement item. We’ll process an exchange or help you place a new order for the item you want instead.
- Your Rights (ACL Notice): Our returns policy is in addition to your rights under the Australian Consumer Law. You’re guaranteed certain remedies for faulty or misrepresented products – for instance, you are entitled to a replacement or refund for a major failure, and to a repair or replacement for a minor issue. Nothing in this policy limits your statutory rights.
30-Day Return Window (Change of Mind Returns)
We want you to be completely satisfied with your purchase. If you change your mind about a product or it isn’t quite what you needed, you can request a return within 30 days of receiving your order. Here are the key points to know:
- Eligibility Period: Returns for change of mind must be initiated within 30 days from the date you received the item (as verified by the delivery tracking). Unfortunately, we cannot accept change-of-mind return requests beyond 30 days.
- Product Condition: The item should be unused, uninstalled, and in original condition. Please return it with all original packaging, parts, and manuals. The product should be in a condition suitable for resale (no scratches, no signs of use, and securely packaged).
- Original Proof of Purchase: We may ask for your order confirmation or receipt. If you purchased through our Vent Experts online store, providing your order number is usually enough.
- Exclusions: Certain items may not be eligible for change-of-mind returns (see “Exceptions & Non-Returnable Items” below for more details). Also, if an item is specially ordered for you, we will not be able to accept a return unless it’s faulty.
- Condition on Receipt: If an item returned to us is not in its original condition (e.g. shows signs of use or is missing parts not due to our error), we reserve the right to decline the return or offer a partial refund depending on the circumstances. It’s important to pack the item well to avoid damage in transit back to us.
Note: Under Australian Consumer Law, retailers are not obligated to provide a refund or exchange just because you changed your mind. However, Vent Experts offers this 30-day change-of-mind return window as a courtesy to our customers, so you can shop with confidence knowing you have the option to return if needed.
Damaged, Faulty, or Incorrect Items (No-Cost Returns)
Your satisfaction is our top priority. If there’s a problem with your order due to our mistake or a product issue, we will make it right as quickly as possible, at no expense to you. This includes situations such as:
- Damaged in Transit: If your ventilation fan or ducting product arrives damaged (e.g. dented, cracked, or broken parts upon delivery), please notify us immediately. We may ask for a photo of the damage to assess the situation. We will arrange a free return or pick-up of the damaged item and offer you the choice of a full refund or a replacement at no additional cost. All shipping fees for returning the damaged item will be covered by us.
- Faulty or Defective Product: In the rare case that you receive a faulty unit (for example, a fan that doesn’t work out of the box, or an electrical component that is defective), contact us as soon as you discover the issue. We will troubleshoot with you if possible, and if the item is confirmed to be faulty, we’ll cover the return postage and send a replacement or issue a refund. You will not have to pay for any return shipping, and you will receive a refund of the full purchase price (and original shipping, if you paid one) for faulty items.
- Incorrect Item Delivered: If we made a mistake and sent you the wrong item (different from what you ordered), we apologise. Let us know right away – we will provide a prepaid return label or arrange a pickup for the incorrect item. We’ll then send out the correct item immediately (or issue a full refund if you prefer). Again, you will not be charged for any shipping in this scenario.
- Missing Parts or Accessories: If your product is missing a part or accessory that should have been in the package, we’ll send out the missing pieces or replace the item if necessary. Contact us to let us know what is missing or wrong, and we’ll fix it promptly.
In cases of damage or fault, we may offer you the choice between a replacement (exchange) or a refund:
- If you choose a replacement, we will ship you a new item as soon as possible (stock permitting) and let you know if we need the faulty item returned or not. We cover all shipping costs in this process.
- If you prefer a refund, we’ll process the refund once we’ve confirmed the issue and (if requested) received the returned item back.
Rest assured, any return due to our error, a defect, or shipping damage will be handled at our expense, swiftly and professionally. Our goal is to get you the working product you ordered, or your money back, without any hassle.
(Note: Vent Experts complies with all requirements under the Australian Consumer Law regarding faulty or misdescribed products – see “Australian Consumer Law” below for more on your rights.)
Refund Processing & Timelines
Once your returned item is received and inspected, we will process your refund as quickly as possible. Here’s what to expect:
- Notification of Receipt: We will send you an email (or call you) to confirm that we’ve received your returned item. We’ll also let you know if it was approved for a refund (i.e. it met our return conditions) or if any issue arose. This confirmation typically comes within 2-3 business days of the item being delivered back to us.
- Refund Method: If approved, your refund will be issued to your original payment method. For example, if you paid by credit card, the refund will go back onto that same credit card; if you used PayPal, it will go back to your PayPal account, etc. We generally cannot issue refunds to a different account or card for security reasons.
- Amount of Refund: For change-of-mind returns, we will refund the purchase price minus any deductions (such as original shipping fees as described above). For returns due to fault or error, you will be refunded the full amount you paid for the product (and original shipping, if any). We will clearly communicate the refund amount in the notification.
- Processing Time: We aim to process all refunds within 5 business days of approving your return. In many cases it is faster. However, please note that your bank or credit card company may take additional time to actually post the refund to your account. It often takes a further 3-7 business days for banks to process refunds (the exact timing can vary). Public holidays and weekends might extend this timeline slightly.
- Refund Confirmation: You should receive an automated email from our system once the refund is officially processed on our end. After that, it may still take a few days to see the refund on your bank statement or credit card.
- If You Don’t See the Refund: If we’ve notified you that a refund was processed but you haven’t received it after, say, 7 business days, here’s what to do: first, check with your bank or credit card provider, as sometimes they can provide a status or there might be a pending transaction. Next, if there’s still no sign of the refund, contact our customer service and we will assist in investigating the issue. (In rare cases, we might be able to provide a transaction reference number to give to your bank.)
We understand that waiting for a refund can be worrying, so we try to make it as quick and smooth as possible. Transparency is important to us – we’ll keep you updated throughout the process.
Exchanges
If you need a different product or an exchange, we’ve got you covered. Our exchange process is designed to be straightforward:
- Exchanging for a Different Item: The fastest way to exchange an item is to go through our return process for the original item and then simply place a new order for the item you want instead. Once we receive the original item back and ensure it’s in good condition, we will issue your refund (as per the process above). Meanwhile, your new order can be processed without delay. This way you get your new item as quickly as possible, and you don’t have to wait for the return to be completed before ordering the replacement.
- Direct Exchanges: Alternatively, if you prefer, you can contact us to arrange a direct exchange. In some cases (especially if the exchange is due to a sizing issue or a simple swap), we might be able to send out the replacement item immediately and have you send the original item back to us within a specified timeframe. For direct exchanges, we’ll discuss the details with you individually (availability of the alternative item, any price difference, etc.).
- Conditions for Exchange: Just like returns, exchanged items should be in original, unused condition. If you’re exchanging because you changed your mind or ordered the wrong item, the item you send back must meet the return eligibility conditions. If the exchange is due to a product issue or our error, we’ll handle it as described in the faulty item section above.
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Shipping Costs for Exchanges:
- For exchanges that are due to change of mind (e.g. you want a different model or size), you will be responsible for the shipping cost to return the original item to us. We will cover the standard shipping cost of sending the new item out to you (as a gesture of goodwill for the first exchange), but if the item is significantly heavy or requires special freight, we might discuss shipping cost sharing with you upfront.
- For exchanges due to faulty or incorrect items, we cover all shipping costs, as described earlier.
- Timeframe: Exchanges are only offered within the same 30-day window as returns. So if you want to swap an item, please let us know as soon as possible, ideally within 30 days of receiving the original item.
If the item you want in exchange is a different price, we will work out the difference with you (either a partial refund or an additional charge, handled securely). Our team will guide you through that if it occurs.
Note: Not all products are always available for exchange (for example, limited stock items or clearance items might not be exchangeable). If an exchange isn’t possible (say, the item you want is out of stock), we will process a refund instead so you can purchase an alternative item later.
Feel free to reach out to us with any exchange inquiries – we’re happy to help find a solution that works for you.
Exceptions / Non-Returnable Items
While we have a very flexible return policy, there are a few exceptions and scenarios where returns cannot be accepted:
- Change of Mind on Used Items: We cannot accept a change-of-mind return on any item that has been used, installed, or modified after you received it. For example, if you bought a ventilation fan and have wired or mounted it, we cannot take it back as a “new” return. (Of course, if it turns out to be faulty, that’s a different story – that would be covered by warranty/consumer law.)
- Custom or Special Orders: If you purchased a product that was custom-made or special-ordered just for you (e.g. a non-standard duct size cut to length, or a custom ventilation solution), it will not be eligible for a return or exchange unless it’s defective. We will inform you before purchase if a product is non-returnable due to customisation.
- Opened Filters or Consumables: If your purchase includes any consumable products (for example, air filters or carbon filters that lose effectiveness once opened), and you have opened or used them, we may not be able to accept a return for change of mind. (If such an item is unopened and in original condition, it can be returned.)
Please note, if you send back an item that falls under these exceptions without prior agreement, we may have to send it back to you or dispose of it without a refund, depending on the situation. Always check with us if you’re unsure whether an item can be returned.
If an item is not eligible for return but is defective or not as described, you still have rights under the Australian Consumer Law (see below). For example, a custom-made item that is faulty will be addressed through a remedy (repair, replacement, or refund) as required by law.
When in doubt, reach out to our team – we’ll clarify any specific item’s return eligibility for you.
Contact Us
If you have any questions or need help with a return or refund, please contact our customer support:
- Email: support@ventexperts.com.au
- Phone: (02) XXXX XXXX (Mon–Fri, 9am–4pm AEST)
- Address: Unit 34/2 Railway Parade, Lidcombe, NSW 2141, Australia
We’re here to assist you with any concerns regarding your purchase, whether it’s a return enquiry, a question about a product, or anything else. Vent Experts values our customers, and we aim to make every part of your shopping experience – including returns – as simple and transparent as possible.
Thank you for shopping with Vent Experts – Australia’s ventilation equipment specialists. We appreciate your business and your trust. This Return & Refund Policy is designed to ensure you can buy with confidence, knowing that if something isn’t right, we will do our best to fix it quickly.