Return and Refund Policy

At Heat Care, we are committed to providing high-quality service for the repair of ovens, heaters, and hot water units. We aim for customer satisfaction by offering reliable, professional service. However, we understand there may be occasions when you need to request a refund or return.

Quotations and Service Agreement

All services provided are quoted in advance. Once a customer accepts the quote, they enter into a service agreement with us. By accepting the quote, you acknowledge and agree to the price, scope of work, and terms of the service.
We do not proceed with any repair or service until the customer has approved the quote.

Refunds and Cancellations

We do not offer refunds for change of mind once the service has been completed as per the agreed-upon quote.
Refunds will only be provided in accordance with your rights under Australian Consumer Law (ACCC). Specifically, if the service provided:
- Is not carried out with due care and skill.
- Does not achieve the result that was agreed upon.
- Is not fit for the purpose requested.
If a service-related issue is reported, we will inspect and, where necessary, rectify the problem before considering any refund or compensation.
If parts or materials supplied are found to be faulty, we will repair or replace them as per the manufacturer’s warranty.

Victorian Consumer Law Requirements In Victoria, all services are covered under Australian Consumer Law. Under these laws, you are entitled to:

A remedy (repair, replacement, or refund) if the service does not meet the consumer guarantees outlined above.
Services that match the description provided, are fit for their intended purpose, and are completed within a reasonable time.

Special Circumstances

In the event that a repair cannot be completed due to factors outside of our control (e.g., structural issues at the premises or lack of access to necessary parts), the customer will be notified and advised on alternative solutions. Any payments made for incomplete services may be refunded or adjusted, as required by law.

Contact Us For any inquiries regarding our return and refund policy, or if you believe you are entitled to a refund under Australian Consumer Law, please contact us directly at 0410016126 or [email protected].

We appreciate your business and aim to resolve any issues promptly and fairly.

This policy is designed to comply with the guidelines set by the Australian Competition and Consumer Commission (ACCC) and Victorian consumer protection laws.