Warranties & Returns Information Covered
- General Warranty/Returns Information
- If Goods Arrive Damaged/Broken
- Received Incorrect or Are Missing Item(s)
- Faulty Goods
- Returns/Exchanges (change of mind)
All our fans come with a manufacturer’s warranty in addition to your Consumer Guarantees, the individual warranty terms are stated on each product page for your information. Please make sure that you correctly select the products you require before purchasing. If you are unsure as to what products you require, please email our sales team with your situation so we can help guide you to products that will be suitable. The installer (electrician/builder) may be able to assist you with professional information specific to your requirements also. As soon as your order arrives, please be sure to check that you have received your total and correct order by checking off against your order confirmation with the labels on the boxes. Avoid opening boxes in case there is something you may wish to return, if all items are correct as ordered, open boxes to check contents. If there is anything missing or damaged be aware that we require notice within 10 days of delivery for it to be assessed. If you wish to return anything because of a ‘change of mind’, be aware that we require notice within 14 days of purchase for it to be considered. It is recommended that you wait until you have received the order before booking an electrician in case of any delivery delays. Please Note: When a lead and plug is requested to be installed to a fan we are unable to accept a return under ‘change of mind’ conditions.
If Goods Arrive Damaged/Broken
It is very rare for our products to be damaged or broken upon delivery as they are packaged securely and are delivered by couriers. However if you have received any items in this state, please fill the form below immediately as we require notification within 10 days of delivery. Please check all orders even if you are not installing right away. Note: Damaged items will be replaced, not refunded.
Received Incorrect Or Missing Item(s)
Once you have promptly checked your delivery with the order confirmation, if you find that you have received the wrong items, or are missing an item or part (please note that multiple items may be packed into one box), please complete the form below. Please note that we require notification promptly (within 10 days from delivery for missing items, and 28 days from delivery for incorrect items) as late notice beyond this time frame leaves open instances such as items being accidentally misplaced/ thrown out post-delivery more likely, as well as the potential for fraudulent claims. Missing items note: Missing items will be replaced, not refunded. Incorrect items note: If we have sent you an incorrect item, we will organise to swap it for the correct item asap – however – please do not unpack the box, or assemble or install any products, as by doing so you accept the item despite being incorrect and therefore we will be unable to accept it as a return.
If You Have A Faulty Item
Under the Australian Consumer Law all products you purchase from us come with Consumer Guarantees. There is no specific time limit for this, and it will depend on various factors such as the type of product, the cost and quality and any representations made.In addition to your Consumer Guarantees, all our products are covered by a manufacturers warranty, the details of which you can find on the product page, and in most cases will be stated on your sales receipt. Exhaust and Pedestal fans are usually covered by a manufacturer replacement warranty. Using the manufacturer warranty service is optional, but recommended as they normally have more technical knowledge of their products. They will also have a dedicated warranty department which will be able to resolve the issue more quickly, as they have replacement products and parts on hand.To use this service, just contact the manufacturer directly using the details on your invoice or the product page. Please note that the manufacturer will require a copy of your invoice – if you don’t have one, you can request a copy using the link below. In most cases, the item will need to be returned to the manufacturer or to us to be tested. The customer has the responsibility to send back any products that they consider faulty or requiring warranty services at their own cost. This is the same concept as if you were to purchase in-store where you would need to return the goods to where you purchased them from. However, if your item is found to be faulty, you will be reimbursed the shipping costs. If you cannot find your invoice, please request a copy here. If you would like to contact us regarding your faulty item please complete form below.
Refunds / Exchanges
Use the form below if you would like to request a return for situations such as wanting a different item or no longer needing the item. Whilst Australian Consumer Law states that consumers are not entitled to a return if there is no breach of a consumer guarantee, we do allow returns or exchanges in certain circumstances. If you would like to request a return, please make sure you follow the below procedure and your item(s) comply with all of the statements below:
- 1. The goods must be in a “new” and “saleable” condition, no boxes will be accepted if they have been opened or damaged. If you send any item back that does not meet these conditions, it will be at your own expense to pay the administration fee of $25.00 and freight costs in sending the item back to you.
- 2. For any products with a lead and plug added – this is considered a customisation and therefore cannot be returned under this section. Also we retain the right to reject return requests on a bulk quantity basis – this is in cases where you are wanting to return quantities of 3 or more, we are unlikely to accept returns in these cases. Finally any product marked as ‘special order’ is not eligible for a change of mind return, as it often requires the item to be ordered or produced specifically.
- 3. We require you to notify us of your want to request a return by submitting the form below within 14 days from the purchase date.
- 4. We will then email you to let you know whether your request has been accepted.
- 5. If your request is accepted, we will email you further instructions on how the item(s) can be sent back to us. We then require you to send the goods back within 14 days of acceptance. No returns will be accepted beyond these time deadlines.
If an exchange is accepted, there will be an administration fee applied – see Exchanges below for details. If a return is accepted, there will be a re-stocking fee applied – see Returns below for details. Requesting a return implies that you have read and understood the terms and acknowledge that your return meets all conditions.
I would like to return my item for a refund
Checklist:- I have read and understood the terms for returns and my return complies with these statements- I agree to the re-stocking fee of 20% and understand that this will be taken from the total of items returned and less any freight costs (this is the freight we incurred in sending the items to you, even if you received free freight under our shipping promotion, the actual freight cost Pure Ventilation incurred will need to be covered)- If my return is rejected by the returns team because it does not comply with the terms and conditions, I will need to pay a $25.00 administration fee and pay for freight to get the item(s) back
I would like to return my item and exchange
Checklist:- I have read and understood the terms for returns and my return complies with these statements- I agree to the administration fee of $30.00 and understand that this and the cost of freight will be taken from the coupon given for you to purchase your exchanged item(s). That is the total of items returned and less any freight costs (this is the freight we incurred in sending the items to you, even if you received free freight under our shipping promotion, the actual freight cost Pure Ventilation incurred will need to be covered) and the administration fee. The remaining amount will be credited to you in the way of a store coupon that you can use for any product(s) on our website with an expiry of 3months from date of issue- If my return is rejected by the returns team because it does not comply with the terms and conditions, I will need to pay a $25.00 administration fee and pay for freight to get the item(s) back