Shipping & Returns

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Delivery And Shipping

Deliveries on the East coast of Australia generally take between 2-7 working days. However, if your order is urgent please advise us and we can endeavour to speed up delivery. For the West coast of Australia and far north Queensland & the NT, you should allow approx 3-10 days for delivery depending on your location.

Home Deliveries

Larger products such as the Chiminea and firepits will arrive shrink wrapped on a pallet. Goods can be taken off the pallet and trolleyed individually to your desired location. Due to health and safety rules and insurances the Freight company will not enter your home or deliver to your back garden. They are only authorised to deliver the goods to the nearest level access carport or front door. If the drive or access is very steep or not easily accesses they will only deliver as far as the nature strip or nearest levels access.

We find that this general freight service is adequate for 95% of customers however if you feel you require a more comprehensive delivery service we can arrange a furniture removalist which will generally entail two men and they will deliver the goods and place them in the exact required location within your property. This service incurs additional costs and you will need to call or send us an email requesting this upgraded service. As a cost guide, depending on your location, this delivery service will be approximately double that of our standard delivery.

Depot Collection

The freight depot will call you when your goods arrive and are ready to collect. If you haven't heard from anyone after a week from the time of your order please contact us and we will chase them up. The goods will most likely have arrived and they have just neglected to call and advise you that they are ready to collect. You can collect your goods from a depot and they will easily fit into a station wagon, 4WD or UTE. The goods can be taken off the pallet and loaded into your car lying down or in the case of a UTE the whole a pallet will be forklifted into the back.

Occasional delays in freight can occur particularly in the busier times around Christmas and Easter. Generally we find everything runs according to plan but as the freight company is an independent contractor we have no control of events once its leaves our warehouse.

Shipping Cost

All our shipping cost are calculated at checkout depending on products ordered and delivery location. 

* Please be advised that there are certain remote locations & or interstate locations where we may not be able to ship to your door. You will be advised prior to shipping to discuss options if this is the case. In the event we cannot reach a suitable arrangement with a customer we are are happy to cancel your order and provide a full refund. 

Damaged During Delivery

All goods are insured, but given the nature of our products we very rarely have any problems with damaged goods. In fact over the past 15 years there have only been a very few damaged items but in the event your item is damaged in transit it will be replaced.

Returns

  • We are Open-minded, curious and adaptable. It’s the Aussie Heatwave way. If your purchase isn’t quite right, we’re here to help. We offer a 30 Day Money Back Guarantee on all our Products. If your ordered item/s proves to be unsuitable for any reason we are happy to exchange it or refund it within the 30 days.
  • Delivery costs/shipping fees are non refundable and the customer is responsible for the cost of returning the items back to Aussie Heatwave Fireplaces
  • Any returned items must be packaged in the same manner it was received for shipping purposes
  • All refunds will be processed once the returned item has been received by Aussie Heatwave Fireplaces

Terms & Conditions

  • Simply return the unopened product in the original packaging within the 30 Day Money Back Guarantee period
  • The 30 day guarantee period will commence from the date you receive the product
  • If there is no receipt of delivery, the date shall be assumed to be 3 business days from the date of dispatch
  • Understandably, delivery charges cannot be refunded
  • For Change of mind there may be a re-stocking fee charged

Faulty Items

  • We will do everything possible to make you a happy customer
  • Aussie Heatwave Fireplaces is committed to honouring its obligations under Consumer law and providing you with an appropriate remedy
  • You are entitled to a replacement or refund for a major failure

Damages

  • Please inspect the packaging of your item(s) when they arrive, if you notice any damage, please contact us within 5 days of receiving the item.
  • If your item(s) do arrived damaged, please send photos to info@aussieheatwave.com.au and we will arrange a replacement.