Last updated: 13 October 2026
This policy explains how returns, refunds, replacements and cancellations work for purchases made at www.achub.com.au. AC Hub Direct is the registered business name of Wholesale Airconditioning Pty Ltd (ABN 69 682 256 239).
| Change of mind | Faulty, damaged or wrong item | |
|---|---|---|
| When to contact us | Within 14 days of delivery | As soon as possible (transit damage within 48 hours) |
| Item condition | Unused, unopened, uninstalled, in original packaging | As received |
| Restocking fee | 15% | None |
| Return freight | You pay | We pay |
| Original delivery charge | Not refunded | Not charged again for a replacement |
| Outcome | Refund, less the fees above | Repair, replacement or refund |
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. Nothing in this policy excludes, restricts or modifies those rights.
If an item arrives faulty, damaged, defective or significantly different from its description, tell us as soon as possible. For damage that happened in transit, please let us know within 48 hours of delivery so we can lodge a claim with the carrier promptly. Claims reported later are still assessed, and this timeframe does not affect your rights under the Australian Consumer Law.
Email sales@achub.com.au with:
If the item is confirmed faulty, damaged or incorrectly supplied, we will repair, replace or refund it. We cover the return freight and any replacement freight, and no restocking fee applies.
If you ordered the wrong item, size, model or capacity, or simply changed your mind, you can request a return within 14 days of delivery. The item must be:
Approved change-of-mind returns are refunded less a 15% restocking and administration fee and the original shipping charge. You arrange and pay for the return freight. The final refund amount is confirmed by email after inspection.
Unless required under the Australian Consumer Law, we cannot accept returns of:
Want a different item? Email us within 14 days of delivery with your order number, photos of the item and the product you would like instead. The original item must meet the change-of-mind conditions above.
An exchange is handled as a return and refund of the original order, followed by a new order for the replacement. For change-of-mind exchanges, the 15% restocking fee, return freight and a new delivery charge apply, and any price difference is payable before the new order is sent. Replacement orders are processed as a priority and delivered within the usual timeframes in our Shipping and Delivery Policy.
If the original item was faulty, damaged or incorrectly supplied, none of these charges apply and we cover the replacement delivery.
If you need to cancel, contact us as soon as possible. Approved cancellations are refunded less a 4% administration fee, which covers payment processing costs, within 2 business days of confirmation. If the order has already been dispatched, it is handled as a change-of-mind return: the original delivery charge is not refunded, and return freight applies.
In some cases we may offer store credit as an alternative to a refund or replacement, confirmed by email after we assess your return. Store credit has no expiry date, has no cash value and cannot be transferred.
Faults that appear after installation are usually handled under the manufacturer's warranty. Warranty terms vary by brand and product. We help by liaising with the manufacturer or supplier on your behalf. See our Warranty page for how claims work.
We may refuse a return if the item does not meet the conditions in this policy. We may also refuse it if the damage was caused after delivery, for example by incorrect installation, misuse, neglect or modification. This does not affect your rights under the Australian Consumer Law.
All prices, refunds and store credit are in Australian dollars (AUD) and include GST.
AC Hub Direct (Wholesale Airconditioning Pty Ltd, ABN 69 682 256 239)
15 Meryll Ave, Baulkham Hills NSW 2153, Australia (office only, not a warehouse or return address)
Phone: +61 473 575 383
Email: sales@achub.com.au
Hours: Monday to Friday, 8:00 am to 5:00 pm Sydney time. We reply within 1 business day.