Current as of 01 Dec 2023
Refund Policy
At Polar Pump, customer satisfaction is paramount. This refund policy is designed in accordance with the Australian Consumer Law (ACL) to ensure a fair and transparent process for handling returns, refunds, and exchanges.
Your Rights Under the Australian Consumer Law
- Consumer Guarantees: Our products 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 the failure does not amount to a major failure.
Change of Mind
- No Obligation: Please note that if you change your mind about your purchase, we are not required to provide a refund or exchange. However, as a gesture of goodwill, we may offer an exchange or credit note at our discretion.
Products with a Major Failure
- Major Failures: If an item has a major failure, you are entitled to:
- a full refund or replacement, or
- compensation for any other reasonably foreseeable loss or damage.
- Definition of Major Failure: A major failure is when the item:
- has a problem that would have stopped you from buying it had you known about the problem,
- is significantly different from the sample or description,
- is substantially unfit for its common purpose and cannot be easily fixed within a reasonable time,
- doesn’t do what we said it would do or what you asked for and can’t easily be fixed within a reasonable time.
Products with a Minor Failure
- Repair, Replacement, Refund: If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement.
- Return of Faulty Goods: Please keep your proof of purchase—e.g., your receipt.
How to Claim a Refund, Repair, or Replacement
- Contact Us: To ask for a refund, repair, or replacement, please contact our customer service team at team@polarpoolheating.com.au.
- Process: You may need to provide proof of purchase and explain the problem with the product.
Time Frame for Returns
Reasonable Time: Refund or exchange requests must be made within a reasonable time after purchase. What is ‘reasonable’ will depend on the product’s nature and price.
If you have questions or comments about this policy, you may email us at team@polarheatpumps.com.au or by post to Rapid Heat Australia PTY LTD, Unit 9, 7-9 Progress Circuit, Prestons 2170, NSW, Australia
