Frequently Asked Questions
Ordering and payment
How do I place an order?
Add products to your cart and complete checkout. You will receive an order confirmation email straight away, which also serves as your tax invoice.
What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and UnionPay. Payment is taken in full when you place your order. See our Payment Policy.
Do your prices include GST?
Yes. All prices are in Australian dollars and include GST. Delivery charges also include GST and are shown at checkout before you pay.
Do you offer trade accounts?
We supply trade customers as well as homeowners. Contact us to discuss trade account availability and terms.
Stock and delivery
Are products in stock?
We don't show live stock levels on our website, because our products are held by our suppliers in New South Wales and Victoria. Stock is confirmed with the supplier when your order is processed. If an item is unavailable or delayed, we will contact you by phone or email to offer an alternative, an expected dispatch date or a full refund, whichever you prefer.
Where do orders ship from?
From our suppliers' warehouses in New South Wales and Victoria. We do not operate our own warehouse, and orders with several products may arrive in separate deliveries.
Where do you deliver?
Online checkout delivers to every Australian state and territory. Delivery cost: $40 per order for parts and accessories, free for orders of $600 or more; $89 per order for air conditioning and heating units, with any parts and accessories in the same order shipped free. One charge per order. Prices include GST and are shown at checkout before you pay. For example, an order with one split system and a set of fittings pays $89 in total, not $40 plus $89.
How long does delivery take?
Orders are usually dispatched within 1 business day (allow up to 3 business days). Delivery time after dispatch: usually 3 to 4 business days to most addresses, and up to 10 business days to regional and remote areas, including WA, the NT and Tasmania. See our Shipping and Delivery Policy for full details.
Can I pick up my order?
No. We do not currently offer pickup or depot collection. All orders are delivered.
How do I track my order?
If your order ships with Australia Post, we email you the tracking details once it is dispatched. Other deliveries may not have a tracking number; you can ask for an update at any time through our Track My Order page or by contacting us.
What if my delivery arrives damaged?
Please tell us within 48 hours, with photos of the item and packaging, so we can lodge a carrier claim. We will arrange a replacement or refund at no cost to you. This does not limit your rights under the Australian Consumer Law.
Returns, refunds and cancellations
Can I return something if I change my mind?
Yes, within 14 days of delivery. The item must be unused, uninstalled and in its original unopened packaging. A 15% restocking and administration fee applies, the original delivery charge is not refunded, and you arrange and pay for return freight. Installed or used products cannot be returned. Contact us first for a return authorisation.
What if an item is faulty or incorrect?
Contact us with your order number and photos. No restocking fee applies, we cover the return freight, and you are entitled to a repair, replacement or refund under the Australian Consumer Law.
How long do refunds take?
Approved refunds are processed to your original payment method within 7 days of us receiving the returned item. Your bank may take a further 2 to 3 business days to show the funds.
Can I cancel my order?
Yes, before it is dispatched. A 4% administration fee applies to cancelled orders. Once dispatched, the order is handled as a change-of-mind return. See our Returns and Refunds Policy.
Warranty and installation
What warranty do products have?
Manufacturer's warranty terms vary by brand, and some manufacturers require installation by a licensed technician or purchase from a dealer they have authorised, so please ask us for the manufacturer's published warranty terms before you buy; your rights under the Australian Consumer Law are not affected. The warranty period and what it covers are set out in the manufacturer's warranty documentation. See Warranty Information.
How do I make a warranty claim?
Contact us with your order number, the product details, a description of the fault and photos or video. We will help you lodge the claim and liaise with the manufacturer or supplier.
Do I need a licensed installer?
Yes. Split, ducted and other refrigerant-based systems must be installed by an ARC-licensed technician. Gas heaters must be installed by a licensed gasfitter, and electrical work must be done by a licensed electrician. Installation that does not meet these requirements can void the manufacturer's warranty.
Do you install?
We supply equipment only. Our related business Airomania, also operated by Wholesale Airconditioning Pty Ltd, can quote installation in parts of Sydney and Melbourne. See Installation.
Products
Are your products new?
Yes. All products we sell are new and supplied through our Australian suppliers.
How do I choose the right system size?
Our Buyers Guide explains the basics. Capacity depends on room size, insulation, ceiling height, windows and climate, so have a licensed installer confirm the size before you buy.
Are you the manufacturer of these products?
No. AC Hub Direct is an independent retailer. Brand names and trademarks belong to their owners.
About us
Who operates AC Hub Direct?
Wholesale Airconditioning Pty Ltd, ABN 69 682 256 239. Our office is at 15 Meryll Ave, Baulkham Hills NSW 2153. It handles administration and support only and is not a pickup point. See Business Information.
How can I contact you?
Phone +61 473 575 383 or email sales@achub.com.au, Monday to Friday, 8:00 am to 5:00 pm Sydney time. We reply within 1 business day.