At Heating & Outdoors, we offer a wide range of high-quality brands built to last. From gas log fireplaces to barbeques and outdoor furniture, we take pride in our extensive range of products.
However, we understand that there may be times when an item needs to be returned, and we want this to be as easy as possible for you. To assist, we have set out our returns and shipping policies below.
Shipping Policy
We offer shipping around Australia via Australia Post.
Postage costs vary depending on the weight and scale of the products you purchase and your location. Your postage will be calculated in the checkout process.
| Location | Options | Baseline Cost |
| Local Area (2250, 2259, 2261, 2262, 2263, 2264, 2265, 2267, 2278, 2280, 2281, 2282, 2283, 2284, 2285, 2286, 2287, 2289, 2290, 2291, 2292, 2293, 2294, 2295, 2296, 2297, 2298, 2299, 2300, 2302, 2303, 2304, 2305, 2306, 2307, 2308, 2316, 2317, 2318, 2319, 2320, 2321, 2322, 2323, 2324, 2325, 2326, 2327, 2330, 2334, 2335, 2420, 2421) | Postage/Delivery/Local Pickup | Local Pickup: FREE |
| NSW | Postage/Delivery | Outdoor Furniture & Heavy Items: To be calculated after purchase. |
| QLD | Postage/Delivery | Outdoor Furniture & Heavy Items: To be calculated after purchase. |
| Rest of Australia | Postage/Delivery | Outdoor Furniture & Heavy Items: To be calculated after purchase. |
Returns Policy
Heating & Outdoors will accept product returns and provide you with a refund or repair where:
- The product is faulty or is not of merchantable quality, or
- The product is not fit for its intended purpose, or
- The product does not match the sample or our description
- You can present your Heating & Outdoors receipt or other adequate proof of purchase.
Please note in the case of BBQs and motorised products, Heating & Outdoors may elect to send an authorised service agent to determine the nature of the problem prior to authorising a return.
If the product is faulty, cannot be repaired on-site, is not of merchantable quality, is not fit for purpose, or does not match a description or sample, Heating & Outdoors will gladly offer an exchange or refund.
No refund will be given on free items or bonus items.
Change of mind
You are welcome to return an item if you have changed your mind about your purchase. We want you to be 100% happy with your choice.
Once proof of purchase is established, Heating & Outdoors will gladly offer you an alternative product, credit (in the form of a gift card) or refund provided that:
- You return the item within 30 days of purchase at your own expense.
- It is unopened, unused, and in its original condition and packaging.
- It is complete with instruction manuals and accessories.
If these requirements are not satisfied, Heating & Outdoors reserves the right not to offer an exchange product, credit (in the form of a gift card) or refund for change of mind returns.
Please note: to obtain a refund or exchange for an online sale, you will need to present the PayPal payment receipt that you originally purchased the goods to reverse the transaction. The delivery charges will only be reimbursed when Heating & Outdoors is at fault, if the wrong item is delivered to the customer, or if there is a fault with the product (including damage in transit).
In all other circumstances, including change of mind, the delivery charges will be deducted from the refund to the customer.
Operational difficulties
Please contact us if you are experiencing operating difficulties with any Heating & Outdoors products. Many operating difficulties can be quickly solved with the right advice, and our team members are always happy to help you.
Our rights
Heating & Outdoors reserves the right to assess the condition and age of returned goods prior to offering a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
Please note:
- Your original Heating & Outdoors receipt is the best proof of purchase.
- Refunds will be issued using your original payment method.
- Please return any and all accessories and manuals supplied with the product
Collection of personal information
At Heating & Outdoors, we dedicate a lot of our time and resources to making your shopping experience as simple as possible. In doing so, we respect and ensure that there is maximum security and privacy for all your details.
We will use your details and order information, including billing and delivery address, email address and phone number, to fulfil your order. This includes refunds or exchanges, where our processes are designed to comply with fraud identification.
For your protection and peace of mind, our policies and procedures ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the National Privacy Principles set out in the Commonwealth Privacy Act 1988.