This Returns & Refunds Policy applies to all products purchased online through bbqsoutdoorandheating.com.au and governs how returns, refunds, exchanges, and related matters are handled. This policy also supports compliance with Google Merchant Center requirements and Australian consumer protections.

1. Overview

We want you to be confident when you shop with us. If you are not completely satisfied with your purchase, you may be eligible for a return, exchange or refund under the conditions outlined below. This policy applies to both faulty items and change-of-mind requests where applicable. 

2. Return Eligibility & Timeframes

General Returns (Change of Mind)

There are no Change of minds returns accepted so please take care and time before making a decision . Definitely products will be excluded from change-of-mind returns (e.g., custom or special order items); these exclusions will be clearly noted at the point of purchase. 

Returns for Faulty, Damaged, or Incorrect Items will be accepted back to base.

If the product is defective, damaged or not as described, you may return it within 30 days of delivery for a repair, replacement, or full refund. Items need to be returned back to base.

Claims for faulty goods will be assessed in accordance with your statutory rights under the Australian Consumer Law.

Statutory Rights

Nothing in this policy affects your rights under the Australian Consumer Law. You are entitled to a remedy (refund, repair or replacement) for a major failure or when the goods are not of acceptable quality or do not match the description. 

Consumer Affairs Victoria

3. How to Initiate a Return

To begin a return or refund, please follow these steps:

Contact our Customer Service team via email or phone with your order number and reason for return. info@heatingbbqoutdoor.com.au or 06 93648018

You will receive a Return Authorization and instructions on how to send the product back.

Pack the product securely (including all accessories, manuals, and packaging).

Ship the item to the return address provided.4 Hulett Street Albion 3020

Returned items must be received by us within the applicable return period to be accepted.

4. Who Pays Return Shipping

For change-of-mind returns, return shipping costs are generally the responsibility of the customer, unless otherwise specified.

For items that are faulty, damaged, or incorrect, we will cover reasonable return shipping costs or provide a prepaid return label where applicable.

5. Refund Processing

Refunds are processed once the returned item is received and inspected. Refunds will be issued using the original payment method and may take 5–7 business days to appear on your statement after processing. 

6. Exchanges

If you require an exchange for the same product (e.g., different size or colour), contact Customer Service. Exchanges are subject to stock availability and any price difference will be handled at the time of the request.

7. Non-Returnable Items

Some products cannot be returned for change-of-mind, including but not limited to:

• Special-order or custom items
• Clearance or sale items marked as final sale
• Products that have been used, altered, or installed
• This does not affect your rights under Australian Consumer Law for faulty goods.

8. Contact Information

For all returns and refund enquiries:

Nick Daniels Heating, BBQ’s & Outdoor Centre

Email: info@heatingbbqoutdoor.com.au 

Phone: 03 9364 8018

Address: 4 Hulett St, Albion, Victoria – 3020 Australia.