Refund policy

Return and Refund Policy

At Alfresco Outdoors & Heating, we want you to be happy with your purchase. This policy explains our approach to returns, refunds, exchanges and faulty products.

Australian Consumer Law

Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

Please contact Alfresco Outdoors & Heating if a product:

• is faulty or not of acceptable quality;
• is unsafe;
• is not fit for its intended purpose;
• is significantly different from its description or sample;
• does not perform as represented;
• is damaged in transit; or
• is not the product you ordered.

We may need to inspect or assess the product before determining the appropriate remedy. In some circumstances an authorised service technician may be required to inspect the product.

Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a replacement or refund.

Where a problem is minor, Alfresco Outdoors & Heating may choose to repair the product within a reasonable time.

For large, heavy, installed or difficult-to-return faulty products, please contact us before attempting to return the item so appropriate assessment, collection or transport arrangements can be made.

Change of Mind Returns

In addition to your rights under the Australian Consumer Law, Alfresco Outdoors & Heating accepts eligible change-of-mind returns within 30 days of purchase.

To qualify for a change-of-mind return:

• proof of purchase must be provided;
• the product must be unused and unopened;
• the product must be in its original condition and packaging;
• all accessories, manuals and components supplied with the product must be included; and
• the customer is responsible for the cost of returning the product.

Once an eligible change-of-mind return has been approved, Alfresco Outdoors & Heating may offer an alternative product, store credit or refund.

We reserve the right to decline a change-of-mind return where these conditions have not been satisfied.

Delivery Charges

For approved change-of-mind returns, original delivery charges are not refundable and return delivery costs are the responsibility of the customer.

Where an incorrect, faulty or damaged product has been supplied, delivery, collection and return costs will be handled in accordance with your rights under the Australian Consumer Law.

Gift Cards, Free and Bonus Items

Gift cards are not redeemable for cash and are not refundable except where required by law.

Free or bonus items do not have a separate refundable value.

Where a purchase that included a promotional or bonus item is returned, we may require the promotional or bonus item to also be returned.

Operating Difficulties

If you are experiencing difficulty operating a product, please contact Alfresco Outdoors & Heating before arranging a return.

Many operating issues can be resolved with assistance from our experienced team or an authorised service technician.

Proof of Purchase

We may request reasonable proof of purchase when processing a return or consumer guarantee claim.

This may include an Alfresco Outdoors & Heating receipt, online order confirmation or other appropriate evidence of purchase.

Refund Method

Approved refunds will generally be processed to the original payment method used for the purchase.

Processing times after a refund has been issued may vary depending on your financial institution or payment provider.

Contact Us About a Return

Phone: 1300 673 838
Email: sales@alfrescooutdoorsandheating.com.au