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.
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.
This reporting period does not limit, exclude, or modify any rights available under Australian Consumer Law.
To help us assess your claim, please include:
Your order number in the email subject line
Your order number within the email body
Product name and SKU (if available)
A description of the issue
Clear photographic and/or video evidence
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:
AC Hub will repair, replace, or refund the product in accordance with Australian Consumer Law.
Return freight costs will be covered by AC Hub where the product is confirmed to be faulty, defective, damaged during transit, or incorrectly supplied.
Replacement freight costs will be covered by AC Hub where the product is confirmed to be faulty, defective, damaged during transit, or incorrectly supplied.
No restocking fees will apply.
Certain warranty claims may require assessment by the manufacturer or supplier prior to approval.
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:
Return request submitted within 14 days of delivery
Product remains unused, unopened, uninstalled, and in original packaging
Product is in resalable condition
Proof of purchase is provided
Product is not a special-order or non-returnable item
To request a return, please email:
Please include:
Your order number in the subject line
Your order number in the body of the email
Reason for the return
Clear photographic and/or video evidence confirming the product remains in the same condition as originally received
Once reviewed, our team will provide instructions regarding the return process and the appropriate return location.
Customers may:
Deliver the item to the nominated return location; or
Arrange their own courier or freight service
Return freight costs are the responsibility of the customer.
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.
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.
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:
Your order number in the email subject line
Your order number in the email body
Product name and SKU
Reason for the replacement request
Clear photographs and/or videos of the product
The item you would like the product replaced with
Our team will review the request and determine whether the item qualifies for replacement.
Products must be:
Unused
Uninstalled
In original packaging
In resalable condition
Once your replacement request has been approved, our team will provide instructions regarding the return process and the appropriate return location.
Customers may:
Deliver the item to the nominated return location; or
Arrange their own courier or freight service
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 15% restocking and administration fee
Original shipping charges are non-refundable
Return freight costs remain the responsibility of the customer
Replacement stock is subject to availability at the time the replacement order is processed.
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 to the replacement order.
If the original item was confirmed to be faulty, defective, damaged, or incorrectly supplied, AC Hub will cover the applicable replacement shipping costs.
Collection instructions or delivery details will be provided once the replacement order has been processed.
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
The item is not faulty, defective, damaged, or incorrectly supplied
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.
The following items cannot be returned unless required under Australian Consumer Law:
Custom-made products
Special-order products
Non-stock items sourced specifically for a customer
Installed products
Used products
Products damaged through misuse
Products damaged through incorrect installation
Clearance or final sale items
Products returned without original packaging
Certain returns may also be subject to manufacturer or supplier approval before acceptance.
This policy does not affect your rights under Australian Consumer Law.
Email sales@achub.com.au and provide:
Order number
Product details
Reason for the return
Supporting photographs where applicable
Our team will assess your request and provide:
Return instructions
Return location details
Any additional requirements
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.
Once received, the product will be inspected by our team.
We will confirm whether the item qualifies for a refund, replacement, repair, store credit, or warranty claim.
Approved refunds will be processed back to the original payment method.
Replacement orders will be processed once any outstanding payment requirements have been completed.
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:
Original freight charges are non-refundable
Return freight costs may apply
Additional freight costs incurred by AC Hub may be deducted from the refund amount
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
A full refund will be offered where payment has already been made
We may honour the advertised price at our discretion
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
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.
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
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
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
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:
Operate your system according to the manufacturer’s instructions.
Keep the air inlet and outlet of the outdoor unit free from obstructions such as dirt, leaves, or plants.
Clean indoor filters regularly.
Have your domestic system serviced at least once per year.
Maintain the operation of the condensate drain.
Replace exhausted batteries in remote controls promptly.
If your system fails, contact the manufacturer immediately.
Do not operate a faulty system, as this could cause further damage and void the warranty.
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.
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.
Business Name: AC Hub
Legal Entity: Wholesale Air Conditioning Pty Ltd
ABN: 69 682 256 239
Website: www.achub.com.au
Phone: +61 473 575 383
Email: sales@achub.com.au
Address: 64 Victoria Road, Drummoyne NSW 2047, Australia
Customer support enquiries are monitored during normal Australian business hours and we aim to respond to all enquiries as quickly as possible.