Refund, Return and Cancellation Policy

Last updated: 30 September 2026

This policy applies to purchases made from Fireplace Solutions Australia Pty Ltd (“Fireplace Solutions Australia”, “we”, “us” or “our”).

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Change of Mind

Please select your products carefully. We do not provide refunds, exchanges or store credits where you:

• change your mind;

• no longer require the product;

• find the product cheaper elsewhere;

• select the wrong model, size, colour, fuel type or configuration; or

• fail to confirm that the product is suitable for your property or intended installation.

Before ordering, customers are responsible for confirming product dimensions, heating requirements, clearances, flue requirements, fuel type, installation requirements and site compatibility with an appropriately qualified installer.

This change-of-mind exclusion does not affect your rights under the Australian Consumer Law.

Deposits and Order Commitment

Payment of a deposit or the full purchase price confirms your commitment to the order and authorises us to order, allocate or prepare the products.

Deposits are not automatically refundable if you cancel or change your mind. However, we will not retain an amount greater than our reasonable costs and losses resulting from the cancellation.

Order Cancellations

Cancellation requests must be submitted to us in writing as soon as possible.

We are not required to accept cancellations made because of a change of mind. If we approve a cancellation as a goodwill exception, we may provide a refund or store credit at our discretion after deducting reasonable costs already incurred.

These costs may include supplier cancellation or restocking charges, payment processing fees, freight, administration, handling and other non-recoverable expenses. Depending on the stage of the order, the total cancellation or restocking charge may be up to 30% of the cancelled product’s value.

Once an item has entered production, been ordered specifically for you, been customised, allocated for dispatch or dispatched, cancellation may no longer be possible.

No cancellation or restocking charge will be applied where you are entitled to a remedy under the Australian Consumer Law.

Special-Order and Custom Products

Most fireplaces, flue components and accessories are ordered specifically in response to customer orders.

Special-order, custom-made, modified, cut-to-size or non-standard products cannot be returned or cancelled for change of mind once the order has been accepted by the supplier or production has commenced.

This does not limit your rights where a product is faulty, unsafe, incorrectly supplied, significantly different from its description or otherwise fails to meet a consumer guarantee.

Faulty, Damaged or Incorrect Products

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose between:

• a replacement;

• a refund; or

• keeping the product and receiving compensation for any reduction in value.

A major problem includes where the product:

• is unsafe;

• is substantially different from its description or sample;

• cannot be used for its normal purpose or a purpose made known to us and cannot easily be repaired within a reasonable time; or

• has one serious problem or several smaller problems that would have stopped a reasonable customer from purchasing it had they known.

If a problem is minor, we may choose to repair the product within a reasonable time. If we cannot or do not repair it within a reasonable time, you may be entitled to a replacement, refund or another remedy available under the Australian Consumer Law.

We are entitled to inspect or arrange an assessment of the product before determining the appropriate remedy.

Delivery Damage, Shortages and Incorrect Items

Please inspect all products as soon as possible after delivery and before installation.

If packaging or products appear damaged:

1. note the damage on the delivery docket, where possible;

2. photograph the packaging, pallet and product;

3. retain all packaging and delivery documentation;

4. do not install, assemble, alter or use the product; and

5. contact us as soon as possible.

We ask that visible freight damage, missing components or incorrect items be reported within 24 hours of delivery where reasonably possible. Reporting promptly assists us in lodging a freight claim and arranging a faster resolution.

Failure to report within 24 hours does not remove any rights you may have under the Australian Consumer Law.

Do not refuse delivery or return a product to the carrier unless instructed by us, except where accepting the delivery would be unsafe.

Installed, Used or Altered Products

We do not accept change-of-mind returns for products that have been:

• installed or partially installed;

• assembled;

• used, fuelled or operated;

• damaged after delivery;

• modified or altered;

• connected to a flue, gas or electrical supply; or

• removed from their original packaging in a manner that prevents resale.

These exclusions do not apply where the product fails to meet a consumer guarantee.

If a problem is discovered after installation, contact us before removing the product. We may require an inspection by us, the manufacturer or an appropriately qualified technician.

Ex-Display, Clearance and Sale Products

Ex-display, clearance and sale products are not eligible for change-of-mind returns.

Where a specific defect, mark or condition was clearly disclosed before purchase, you will not be entitled to a remedy for that disclosed issue. Your Australian Consumer Law rights continue to apply to other undisclosed problems.

Manufacturer Warranties

Some products include a manufacturer’s warranty. Manufacturer warranties operate in addition to, and do not replace, your rights under the Australian Consumer Law.

You may contact us directly regarding a product problem. We may work with the manufacturer or Australian distributor to assess and resolve the claim, but we will not require you to deal solely with the manufacturer where we have responsibilities under the Australian Consumer Law.

Problems Not Covered

A remedy may not be available where the problem was caused by:

• improper installation;

• installation by an unqualified person where qualified installation is required;

• failure to follow the installation or operating instructions;

• incorrect fuel or improper operation;

• misuse, neglect or accidental damage;

• unauthorised modification or repair;

• normal wear and tear;

• inadequate maintenance or servicing;

• corrosion or environmental conditions outside the product’s specifications; or

• damage occurring after delivery that was not caused by the product or our delivery service.

This section only applies to the extent that the stated action or event caused the problem.

Return Process

Before returning any product, please contact us and provide:

• your name and order number;

• proof of purchase;

• the product model and serial number, where applicable;

• a detailed description of the problem; and

• clear photographs or videos showing the product, packaging and issue.

Please do not return products without contacting us first. This allows us to determine whether an inspection, technician visit, collection or another process is appropriate.

Products approved for a discretionary change-of-mind return must be unused, uninstalled, unaltered, complete and in their original undamaged packaging.

Return Freight and Collection

For an approved discretionary change-of-mind return, the customer is responsible for all return freight, handling and insurance costs.

Where a faulty product is large, heavy, installed or difficult to transport, we will arrange and pay for collection or reasonable transport where required under the Australian Consumer Law.

If you have already paid reasonable return costs and the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse those reasonable costs. Please retain your receipts.

If an assessment determines that the product does not have a covered problem or that the problem was caused by misuse, improper installation or another excluded cause, we may charge reasonable inspection, call-out or transport costs. We will advise you of any potential charges before they are incurred wherever reasonably possible.

Refunds

Approved refunds will generally be returned using the original payment method unless we agree to another method.

Once a refund entitlement has been confirmed, we will initiate the refund as soon as reasonably possible. Banks and payment providers may require additional processing time before the funds appear in your account.

Any applicable delivery, collection or related costs will be handled in accordance with the Australian Consumer Law.

Delivery Estimates and Delays

Delivery dates and supplier arrival dates are estimates unless we expressly agree to a guaranteed date in writing.

Supplier, manufacturing, shipping and freight delays do not automatically create a change-of-mind refund entitlement. However, if we cannot supply an order within an agreed or reasonable time, we will discuss the available options with you and comply with our obligations under the Australian Consumer Law.

Contact Us

To request a cancellation, return, assessment or remedy, contact:

Fireplace Solutions Australia Pty Ltd
Email: sales@fireplacesolutionsaustralia.com.au
Phone: 02 8355 0185
Returns address: Provided after return approval

Please do not send products to an address without receiving return instructions from us.