Returns Policy

RETURNS POLICY

All refund rights under both State and Commonwealth law apply.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange coupon.

Please read the following carefully to ensure you are fully aware of your rights under the policy and our obligations to you.

When you change your mind

At Australian Gas Spares you have the right to change your mind, all items may be returned in their original packaging unopened for up to 28 Days for a full refund. Proof of purchase will be required

Excluded change of mind items

The following items can not be returned if you change your mind:

  • Electronic parts including but not limited to printed circuit boards, motors wiring looms etc. that have been installed in an appliance.
  • Special order items that the supplier will not allow to be returned

Other products:

We will accept returns and provide you with an exchange voucher or refund (refund will be provided using original payment method) where:

  • The item is faulty or is not of acceptable quality, or
  • The item is not fit for its intended purpose, or
  • The product does not match the sample or our description; and
  • You can present an Australian Gas Spares receipt or other adequate proof of purchase
  • An invoice or licence number including names and phone number from a licenced plumber or electrician who installed the appliance or spare part.

We may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. We reserve the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Proof of Purchase

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

  • Original register receipt (no photocopies accepted)
  • Online Tax Invoice (order confirmations will not be accepted)
  • Financial Statement (i.e bank statement, credit card statement)
  • Proof of purchase is the original Australian Gas Spares receipt.

Who pays the postage for a return?

The cost of returning an item for change of mind refund is your responsibility. We recommend using a trackable method as both you and Australian Gas Spares can track the return if there are any problems. Liability for the return is with you until it has arrived in our warehouse.

The cost of returning a faulty item is your responsibility however once received and found to be a genuine fault we will refund the postage amount that you paid. Please include a copy of the postage receipt with your return. We recommend using a trackable method as both you and Australian Gas Spares can track the return if there are any problems. Liability for the return is with you until it has arrived in our warehouse.

Privacy

You will be asked for information that is relevant to your return or to satisfy legislative requirement. If you do not provide this information, then we may be unable to process your return. When returning merchandise with proof of purchase, you will be asked for your signature as authorisation of the return transaction. If Australian Gas Spares agrees to a return without adequate proof of purchase, you will be asked to provide identification containing your full name. Australian Gas Spares will record your name and form of identification provided, which may be accessed by authorised team members for fraud protection activities.

DELIVERY POLICY

How can I track my order?

You can track your order by doing one or more of the following:

  • Check your order status at Track your order.
  • Use the tracking information provided in your shipping confirmation email
    • Once your items have been sent, you will receive an email* containing a tracking ID number and link. Be sure to check your junk/spam folder in case it lands there
    • Please note, your order may arrive in multiple packages from multiple carriers. In this case, you will receive multiple shipping confirmation emails to track your order

 

90% of our orders are dispatched by the next next business day, with the remaing 10% dispatched within 48hr of payment recived. For more information, see our delivery timeframes.
 

Can I change my delivery address after my order has been placed?

No, you cannot change your address once it has been placed. 

Once you receive your shipping confirmation email, it may be possible for the courier company to change your delivery address or redirect your order. Please contact the courier company directly to discuss your options. 

If your order cannot be delivered it will be returned to our store. You will receive a refund less the postage and restocking costs.

What are your delivery timeframes?

Once you’ve received your order confirmation email, please allow:

  • Express Post; 1 - 2 business days
  • Standard Post; 2 - 7 business days
  • Freight; 2 - 10 business days


Please note, your order may arrive in multiple packages from multiple carriers. Detailed tracking information will be emailed to you upon dispatch, or can be viewed at Track your order.

While we always strive to ensure on time delivery, there might be instances when the package may be delivered past the confirmed date.

 

Who will deliver my order?

We use multiple carriers to deliver our online orders. Depending on your order, it will be shipped with one or more of the below carriers. 

The tracking link in your shipping confirmation email(s) will take you directly to the carrier’s website to track your package.
You can also click on the below links.

 

What is authority to leave?

When you give authority to leave, you are allowing our carriers to leave the package unattended at your address without a signature.
Please note:

  • If the carrier believes the location is not secure, they will not leave the items unattended
  • If you opt to leave your order unattended, Australian Gas Spares will not be responsible for any lost or stolen packages

 

I gave authority to leave, but the carrier didn’t leave my package. Why?

Safely delivering your items is our courier’s priority. If the carrier believes the location is not secure, they will not leave the items unattended.

What if I am not home when my order arrives?

If you provide authority to leave during Checkout, you are allowing our carriers to leave the package unattended at your address without a signature.

  • If the carrier believes the location is not secure, they will not leave the items unattended


If you do not provide authority to leave, our carriers will leave a note directing you of next steps. 

  • For Australia Post and Couriers Please deliveries, your package will be left at a nearby collection point (e.g. pharmacy, newsagent or post office).

 

Will I have to sign for my delivery?

If you provide authority to leave during checkout, you will not be required to sign for your delivery. 

If you do not provide authority to leave, you may be required to sign for your delivery.

I didn’t pick up my package, and it’s been returned. What happens now?

Once the package is returned to our store, we will cancel and refund the cost of the items excluding the delivery fee which is non-refundable.

For further information, please contact our Customer Support on (03) 5278 8332