Clear steps for returning products, requesting replacements, and obtaining refunds from AC Hub.
At AC Hub, we are committed to providing fair, transparent, and customer-focused service while complying with Australian Consumer Law. This policy explains how refunds, returns, replacements, cancellations, and warranty-related claims are handled for products purchased through our website.
Nothing in this policy excludes, restricts, or modifies any rights or remedies available under Australian Consumer Law.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Customers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your item arrives faulty, damaged, defective, or significantly different from its description, please notify our team as soon as reasonably possible.
For transit-related damage or delivery issues, we request that customers notify us within 48 hours of receiving the goods so we can investigate promptly with the freight provider.
Claims relating to transit damage reported after 48 hours may require further assessment before freight reimbursement can be approved. This does not affect your rights under Australian Consumer Law.
To help us assess your claim, please include:
Our team may request additional information before approving a refund, replacement, repair, or warranty claim.
If the product is confirmed to be faulty, defective, damaged during transit, or incorrectly supplied:
We understand that customers may occasionally order the incorrect item, incorrect size, incorrect model, or simply change their mind.
Change of mind returns may be accepted under the following conditions:
The following items cannot be returned unless required under Australian Consumer Law:
Certain returns may also be subject to manufacturer or supplier approval before acceptance.
Step 1 — Contact AC Hub
Email sales@achub.com.au and provide:
Step 2 — Return Approval
Our team will assess your request and provide:
Customers will be notified via email once their return has been assessed.
Step 3 — Return the Goods
Carefully package the item to prevent damage during transport. Customers arranging their own freight are responsible for ensuring the goods arrive safely. Tracked and insured freight services are strongly recommended.
Step 4 — Inspection
Once received, the product will be inspected by our team within 1–2 business days. We will confirm whether the item qualifies for a refund, replacement, repair, store credit, or warranty claim.
Step 5 — Refund or Replacement
Approved refunds will be processed back to the original payment method. Replacement orders will be processed once any outstanding payment requirements have been completed.
To help set clear expectations, the following timelines apply once a return, refund, or replacement request has been approved:
Return Inspection: Products are inspected within 1–2 business days of being received at the nominated return location.
Refund Processing: Approved refunds are generally processed within 2 business days of inspection and may take an additional 2–3 business days to appear in your original payment account depending on your bank or payment provider.
Replacement Orders: Once a return has been inspected and approved, replacement orders are created and processed as a priority. Delivery of replacement goods is typically between 2–5 business days after the replacement order has been accepted and payment confirmed where applicable, subject to stock availability at the time of processing. Delivery timeframes may vary depending on your location and the freight carrier assigned to your order.
Cancellation Refunds: Approved order cancellations are generally processed within 2 business days of confirmation.
Warranty Claims: Warranty claim timelines vary depending on the manufacturer or supplier assessment process. AC Hub will keep you informed throughout the process and aim to resolve claims as quickly as possible.
All timelines are subject to the goods being received in the condition described and any required manufacturer or supplier assessments being completed.
To request a return, please email:
Please include:
Customers will be notified via email once their return has been assessed by our team and will be provided with instructions regarding the return process and the appropriate return location.
Customers may:
Return freight costs are the responsibility of the customer unless the product is confirmed faulty, defective, damaged during transit, or incorrectly supplied.
Once the goods are received and inspected, approved refunds will be processed and applicable restocking fees may apply. For change-of-mind returns, original shipping charges are non-refundable as the freight service has already been provided.
When returning a product, customers may choose to drop off goods at a partner depot location near them or arrange delivery of the return to a nominated location provided by our team.
Our pickup and drop-off locations operate through a network of third-party partner depots and warehouses across Australia. Full street addresses are not published here to protect the operational security of our partner facilities and because specific return locations are allocated based on the product type, supplier, and your location at the time of the return. When your return is approved, our team will provide you with the exact address, contact details, and any access instructions for your nominated drop-off location.
Sydney Region
Melbourne North
Melbourne West
Melbourne East
Melbourne South East
Mornington Peninsula
Geelong Region
Northern Victoria
Gippsland
Don't see your area listed?
If you are not located near one of the above regions, or if drop-off is not practical, you can arrange your own courier or freight service to deliver the return to the address provided by our team upon approval. Tracked and insured freight is strongly recommended for all customer-arranged returns.
To confirm your nearest drop-off location or to arrange a return, please contact us at sales@achub.com.au with your order number and suburb.
If you have ordered the incorrect item, size, model, capacity, or would like to replace a product with an alternative item, AC Hub can assist with the replacement process. Replacement requests must be submitted within 14 days of receiving your order.
To request a replacement, please email:
Please include:
Our team will review the request and determine whether the item qualifies for replacement. Products must be unused, uninstalled, in original packaging, and in resalable condition.
Once your replacement request has been approved, our team will provide instructions regarding the return process and the appropriate return location. Return freight costs are the responsibility of the customer unless the product is confirmed to be faulty, damaged, defective, or incorrectly supplied.
Approved replacement requests are processed as a return and refund of the original order followed by the creation of a new order for the replacement item requested. Once the returned goods have been received and inspected, a refund will be issued to the original payment method less any applicable fees.
The following may apply:
A new order will be created for the replacement item and sent to the customer for review. Once payment has been received where applicable, the replacement order will be processed and fulfilled as a priority. Any applicable price difference and shipping charges will be payable before the replacement order is processed.
Customers may choose to collect the replacement item from an available AC Hub partner warehouse or collection location, or have the replacement item delivered to their nominated shipping address. Where delivery is requested, a new shipping charge will apply. If the original item was confirmed to be faulty, defective, damaged, or incorrectly supplied, AC Hub will cover the applicable replacement shipping costs.
Important: The 15% restocking fee and shipping charges do not apply where a replacement is being provided due to a confirmed faulty, defective, damaged, or incorrectly supplied product. Such claims will be handled in accordance with Australian Consumer Law.
Approved change-of-mind returns and replacement requests may be subject to a 15% restocking and administration fee. The restocking fee applies only where the item was supplied correctly, is not faulty, defective, damaged, or incorrectly supplied, and the return or replacement request is initiated by the customer.
Where freight has already been provided, original shipping charges are non-refundable. Refunds will be processed less any applicable shipping charges and restocking fees. The final refund amount will be confirmed after the returned goods have been inspected.
In certain circumstances, AC Hub may offer store credit as an alternative to a refund or replacement. Store credit is issued at AC Hub's discretion and will be communicated to the customer via email following assessment of the return or claim. Store credit is applied to the customer's account and can be used toward future purchases on www.achub.com.au. Store credit has no expiry date and holds no cash value. Store credit cannot be transferred, sold, or exchanged for cash.
All prices displayed on www.achub.com.au are in Australian dollars (AUD) and include GST where applicable. All transactions, charges, refunds, and store credits are processed in Australian dollars (AUD). Where a refund is issued to an international payment method, the final amount received may vary due to currency conversion rates applied by your bank or payment provider. AC Hub is not responsible for any currency conversion fees or exchange rate differences applied by third-party financial institutions.
If you wish to cancel an order, please contact our team immediately. Approved cancellations are subject to a 4% administration fee to cover payment processing and merchant transaction costs.
If the order has already been dispatched:
All products are inspected prior to dispatch. Upon receiving your order, inspect all goods immediately, report visible damage as soon as possible, retain all original packaging, and provide photographic and/or video evidence.
Please note that signing for goods as received in good condition may affect the ability to lodge a freight damage claim with the carrier.
While we strive to maintain accurate pricing across our website, occasional errors may occur. If a product is listed with an incorrect price, AC Hub reserves the right to cancel the order and offer a full refund where payment has already been made. We may honour the advertised price at our discretion.
Customers have a duty of care while goods are in their possession. Refunds, replacements, credits, or warranty claims may be refused where damage has resulted from incorrect installation, improper handling, misuse, neglect, unauthorised modifications, or damage occurring after delivery.
AC Hub reserves the right to refuse a return, refund, replacement, exchange, or store credit request where the returned product does not satisfy the conditions outlined in this policy.
Orders selected for collection will generally be held for up to 14 days. If collection is not arranged within this period, the goods may be returned to stock, additional storage or administration fees may apply, and the order may be cancelled at AC Hub's discretion.
Where customers arrange their own courier or freight service, AC Hub is not responsible for goods lost, delayed, or damaged during transit. We strongly recommend using a tracked and insured freight service for all returns.
Many products sold by AC Hub are covered by manufacturer warranties. Refer to our Warranty page for more details.
Warranty claims are assessed in accordance with the manufacturer's warranty terms and applicable Australian Consumer Law. Where required, AC Hub may assist customers by liaising with the manufacturer or supplier, arranging assessment or troubleshooting, and facilitating repair, replacement, or warranty support. Warranty outcomes may be subject to assessment by the manufacturer, supplier, or authorised service agent where applicable.
To ensure your warranty remains valid and your system operates efficiently:
AC Hub is the online trading name of Wholesale Air Conditioning Pty Ltd. AC Hub supplies air conditioning systems, HVAC components, accessories, spare parts, and related products to residential, commercial, and trade customers across Australia.
Customer support enquiries are monitored during normal Australian business hours and we aim to respond to all enquiries as quickly as possible.