At Sydney Hot Water Systems, we aim to make the ordering, delivery and returns process as simple as possible. This Shipping & Return Policy explains how we process orders, deliver products and handle returns for purchases made through our website. It should be read together with our Terms & Conditions.

Shipping Policy

Delivery Areas

We currently deliver hot water systems, parts and accessories to locations across New South Wales and selected areas throughout Australia. Delivery availability may vary depending on your postcode and the size of the product.

If your location falls outside our standard delivery area, please contact us before placing your order.

Order Processing

Orders are processed during normal business hours, Monday to Friday, excluding public holidays.

Once your order has been confirmed and payment has been received, we will begin preparing it for dispatch. If there are any delays due to stock availability or supplier lead times, we will contact you as soon as possible.

Delivery Timeframes

Estimated delivery times will vary depending on your location and product availability.

Typical delivery timeframes are:

  • Sydney Metro: 1 to 3 business days
  • Regional NSW: 2 to 7 business days
  • Interstate: 3 to 10 business days

These timeframes are estimates only and may be affected by courier delays, weather events or other circumstances beyond our control.

Delivery Charges

Shipping costs are calculated at checkout based on:

  • Delivery location
  • Product size and weight
  • Installation requirements (where applicable)

Some products or promotional offers may include free delivery within selected metro areas.

Installation Deliveries

Where installation has been booked with your purchase, our team will contact you to arrange a suitable installation date and time after your order has been confirmed. Installation scheduling depends on technician availability and your location.

Order Tracking

Where available, tracking details will be emailed once your order has been dispatched.

For deliveries completed by our installation team, we will contact you directly to confirm arrival times.

Delivery Inspection

Please inspect your order as soon as it arrives.

If your order appears damaged, incomplete or incorrect, notify us within 48 hours and include photographs where possible. This helps us resolve the issue quickly.

Return Policy

We comply with the Australian Consumer Law (ACL). Nothing in this policy limits your rights under the Competition and Consumer Act 2010 (Cth).

Change of Mind Returns

We may accept change of mind returns at our discretion provided that:

  • The request is made within 30 days of delivery.
  • The product has not been installed or used.
  • The product remains unopened and in its original packaging.
  • The product is returned in resalable condition.

Shipping costs for approved change of mind returns are generally the responsibility of the customer unless otherwise agreed.

Special order or custom products cannot be returned for change of mind.

Faulty or Damaged Products

If your product is faulty, damaged or not as described, please contact us as soon as possible.

Depending on the circumstances, we may:

  • Repair the product
  • Replace the product
  • Provide a refund
  • Arrange collection of the faulty item

Where required, we may ask for photographs or additional information to assess the issue. Your rights under Australian Consumer Law always apply.

Incorrect Orders

If you receive the wrong product, please contact us within 48 hours of delivery.

We will arrange the appropriate replacement or collection at no additional cost where the error is ours.

Return Process

To request a return:

  1. Contact our team with your order details.
  2. Explain the reason for the return.
  3. Provide photographs if requested.
  4. Wait for return instructions before sending any products back.

Returns sent without prior approval may not be accepted.

Refunds

Approved refunds will be processed using the original payment method.

Processing times may vary depending on your payment provider, but most refunds are completed within 5 to 10 business days after the returned product has been received and inspected.

Original delivery charges are generally non-refundable unless required by Australian Consumer Law.

Contact Us

If you have any questions about shipping, delivery or returns, please contact our team.

Sydney Hot Water Systems

Address: 93B John Street, Lidcombe NSW 2141

Phone: 1300 096 668

Website: https://sydneyhotwatersystems.com.au/