Warranty Information

This page explains how warranty works for products bought from AC Hub Direct, what you need to do to keep your warranty valid, and how to make a claim.

Manufacturer's warranty

Manufacturer's warranties are given by the manufacturer, not by AC Hub Direct, and their terms vary by brand and product. Some manufacturers set conditions, for example installation by a licensed technician, purchase from a dealer they have authorised, purchase and installation in Australia, registration, or regular servicing. The warranty period, what it covers (for example parts, labour or specific components) and the conditions that apply vary between brands and products, and sometimes between residential and commercial use. The applicable terms are set out in the manufacturer's warranty documentation supplied with the product and on the manufacturer's website.

Before you buy, contact us and we will send you the manufacturer's published warranty terms for the product so you can check them.

Keeping your warranty valid

• Have refrigerant-based systems installed by a technician holding the appropriate ARC refrigerant handling licence.
• Have gas appliances installed by a licensed gasfitter, and electrical work carried out by a licensed electrician.
• Install the product according to the manufacturer's instructions and the relevant Australian standards.
• Keep your tax invoice (your order confirmation email) as proof of purchase, along with your installer's details.
• Operate and maintain the product as the manufacturer recommends, including cleaning filters and keeping outdoor units clear of obstructions.
• If a fault appears, stop using the system and report it promptly, because continuing to run a faulty unit can cause further damage.

Manufacturers may refuse a warranty claim if installation or maintenance does not meet their requirements.

How to make a warranty claim

1. Contact us: email sales@achub.com.au with your order number, the product model, a description of the fault and any photos or video.
2. Assessment: we review the details and tell you the next step. Many claims are handled by the manufacturer's service network, and we will give you their contact details or liaise with the manufacturer or supplier for you.
3. Inspection: the manufacturer or its authorised service agent may need to inspect the product before approving a claim.
4. Outcome: approved claims are resolved by repair, replacement or another remedy under the manufacturer's warranty terms and the Australian Consumer Law.

If a product you bought from us develops a fault, contact us first and we will help; you can also choose to deal with the manufacturer directly using the details in your warranty documentation.

Items damaged in transit or incorrectly supplied

These are not warranty claims. Report them to us within 48 hours of delivery with photos, and we will arrange a replacement or refund. See our Returns and Refunds Policy.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The manufacturer's warranty is in addition to these rights.

Contact

Phone +61 473 575 383 or email sales@achub.com.au, Monday to Friday, 8:00 am to 5:00 pm Sydney time.