Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@ccwaterheater.com.au. If your return is accepted, we’ll send you the return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will be responsible for all return shipping expenses, a restocking fee, and a compliance testing fee, which will be advised, plus the original postage fee.

You can always contact us for any return questions at sales@ccwaterheater.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded using your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Change of mind

A “change of mind” occurs when a customer decides they no longer want the product or service purchased, even though it matches its description, is fit for purpose, and is free from faults. Common reasons may include a change in personal preference, accidental purchase, or finding the item elsewhere for a better price.

Australian Consumer Law does not require businesses to offer a refund, exchange, or credit note if a customer simply changes their mind. Our policy reflects this legal framework, while also providing a degree of flexibility for our valued customers.

Policy Details: Change of mind refunds

No Obligation for Refunds: In line with Australian Consumer Law, we are not obligated to provide refunds for change of mind requests. This means that if the product you order and or receive is as described, free from defects, and meets its intended purpose, a refund may not be available solely because you have changed your mind.

Discretionary Consideration: While not required by law, we understand that circumstances vary and value the trust our customers place in us. At our discretion, we may consider refund requests due to a change of mind on a case-by-case basis. If such a request is approved, we will deduct any original transaction fees (including processing fees and postage) from the refund amount.

Non-Refundable Costs: Should a change of mind refund be processed, please be aware that all applicable transaction charges and postage costs incurred during the original purchase will be non-refundable and deducted from your refund.