Returns & Warranty Policy
RETURNS & WARRANTY POLICY Jan 2026 v1.0
plumbonline.net.au – 1300 428 999
| 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 they fail to be of acceptable quality, and the failure does not amount to a major failure. Nothing in this policy limits or excludes your rights under Australian Consumer Law. |
1. RETURN AUTHORITY REQUIRED
All returns require a Return Authority (RA) number issued by Plumbonline before any goods are sent back. This ensures your return is correctly logged and processed without delay.
Once a Return Authority Application has been issued:
- The item must be dispatched within 14 days of the RA being issued
- All original components, accessories and documentation must be included
- The RA number must be clearly marked on the outside of the parcel
- The returned item must match the description provided in the RA request
Returns received without a valid RA number, or outside the 14-day dispatch window, may be refused and returned to sender at the customer's expense.
2. CHANGE OF MIND RETURNS
Plumbonline accepts change of mind returns within 30 days of the date of purchase, subject to the following conditions.
Items must be:
- Unused and uninstalled
- In original, undamaged packaging
- Clean and in fully re-saleable condition
- Accompanied by proof of purchase
Approved change of mind returns may be subject to a restocking fee of up to 25%. Return freight is at the customer’s expense. Outbound freight charges are non-refundable.
Items that do not meet these conditions may be declined or returned to the customer.
3. SPARE PARTS COMPATIBILITY
Many products sold by Plumbonline are technical spare parts used in heating, cooling, plumbing and appliance repairs.
Customers are responsible for confirming part compatibility prior to purchase. Our team is available to assist based on information provided, however Plumbonline cannot accept responsibility for incorrectly ordered parts where compatibility was not confirmed before purchase.
If you ordered a part based on specific advice provided by our team and it is not compatible, please contact us so we can assist. This disclaimer does not limit our responsibility where you have reasonably relied on guidance from our staff.
Incorrectly ordered parts may be returned under the change of mind policy provided all conditions are met.
4. INSTALLED OR USED PRODUCTS
Products showing signs of installation, use, modification or damage cannot be accepted for change of mind returns. Examples include:
- Plumbing fittings that have been installed, sealed or used with thread tape or compounds
- Electrical components that have been wired, powered or connected
- Mechanical components that have been fitted or operated
Where a product is believed to be faulty, please contact Plumbonline to initiate a warranty or faulty goods assessment.
5. ELECTRICAL & CONTROL COMPONENTS
Due to the sensitive nature of electronic and control components — including printed circuit boards, ignition modules, control valves, motors and electronic assemblies — these items may be supplied in tamper-evident packaging.
Once tamper-evident packaging has been opened, these products cannot be returned for change of mind. Where unopened items are returned in their original packaging, a restocking fee may apply.
Faulty components will be assessed in accordance with the Warranty Claims process below.
6. DIAGNOSTIC USE OF PARTS
Plumbonline does not operate as a diagnostic testing or swap-out service.
Parts purchased for troubleshooting or diagnostic purposes are not eligible for return once installed, unless the component is confirmed faulty through assessment.
Please note: If a returned component is assessed and found to be operational, or where damage to the returned part is identified as having been caused by a separate fault within the appliance, assessment or testing charges may apply. Customers are encouraged to obtain a professional diagnosis before purchasing replacement parts.
7. SPECIAL ORDER & NON-STOCK ITEMS
Some items are sourced specifically for a customer or ordered from a manufacturer on request. These may include hot water tanks, solar equipment, heating units, special order spare parts and items not normally held in stock.
Returns for special order items may not be accepted or may incur a restocking fee of up to 50%. Acceptance of these returns is at management discretion and subject to manufacturer return conditions.
Your Australian Consumer Law rights are not affected by these conditions.
8. BULKY GOODS & FREIGHT ITEMS
Large or heavy items requiring pallet or specialised freight may incur additional freight charges if returned. Outbound freight charges are non-refundable. Return freight is at the customer’s expense unless the product is confirmed faulty following assessment.
9. PRODUCTS DAMAGED IN TRANSIT
If your order arrives damaged, please contact Plumbonline as soon as possible and ideally within 48 hours of delivery.
To assist with any freight claim, you may be asked to provide:
- Photographs of the external packaging
- A photograph of the shipping label
- Photographs of the damaged product
Prompt reporting assists us in lodging claims with freight carriers on your behalf.
10. INCORRECT ITEM RECEIVED
If Plumbonline has dispatched an item that does not match your order, please contact us as soon as possible with your order number and a description or photograph of the item received.
Where an incorrect item has been sent, Plumbonline will arrange collection of the wrong item at our cost and dispatch the correct item at no additional charge. No restocking fee applies and return freight will be covered by Plumbonline.
Please do not install or use an item you believe has been incorrectly supplied, as this may affect our ability to return it to stock.
11. WARRANTY CLAIMS
If you believe a product is faulty, contact Plumbonline to request a Return Authority and initiate a warranty assessment. To assist with processing, we may request:
- Proof of purchase or order number
- Photographs of the product and any visible defect
- Installation details and confirmation of installation by a licensed tradesperson where required
Many manufacturers require installation by a licensed plumber or electrician for warranty coverage to apply.
Warranty periods vary by product and manufacturer. Please refer to the product documentation supplied with your goods or contact our team for specific warranty period information.
Some warranty claims require inspection or testing by the manufacturer, which may take approximately two weeks. We will aim to provide you with a resolution or update within 10 business days of receiving your returned goods. If assessment determines the product is not faulty, or that damage has resulted from incorrect installation, misuse or an external cause, assessment or testing charges may apply.
Warranty outcomes are determined in accordance with Australian Consumer Law and, where applicable, manufacturer guidelines.
Your rights under Australian Consumer Law exist independently of, and in addition to, any manufacturer warranty. A manufacturer warranty period does not limit or replace your ACL statutory guarantees. For products where a reasonable person would expect a longer useful life — such as hot water systems, heating units or solar equipment — your ACL rights may extend beyond the stated manufacturer warranty period.
For major failures, you are entitled to choose your preferred remedy — refund or replacement. Plumbonline will not require you to accept a repair or store credit in place of a refund or replacement where the failure is major.
12. CONSEQUENTIAL LOSS CLAIMS
Under Australian Consumer Law you may be entitled to compensation for reasonably foreseeable loss or damage caused by a faulty product. This may include costs such as emergency plumbing or repair call-outs, damage to property, or other out-of-pocket expenses directly caused by the product failure.
If you have suffered a consequential loss you believe is related to a faulty product purchased from Plumbonline, please contact our team separately to discuss your claim. You may be asked to provide supporting documentation including invoices, photographs and a description of the circumstances.
Each consequential loss claim is assessed on its merits in accordance with our obligations under Australian Consumer Law.
13. RETURN SHIPPING
Customers are responsible for the cost of returning goods to Plumbonline in all circumstances. We recommend using a tracked shipping service, as Plumbonline cannot accept responsibility for items lost or damaged in transit.
ACL Note: Where a product is found to have a major failure under the Australian Consumer Law, Plumbonline will consider reasonable return freight costs on a case-by-case basis, consistent with our obligations under the ACL. Please contact our team to discuss if this applies to your situation.
14. INSPECTION & REFUND PROCESSING
Returned goods may be inspected to confirm their condition before a refund, replacement or store credit is issued. Returns that do not meet the stated conditions may be declined or returned to the customer at their expense.
Once received and approved, refunds will be processed to the original payment method. Please allow several business days for the refund to appear depending on your payment provider.
Store credit is offered as an option for eligible returns and is issued at the customer’s election. For major failures under Australian Consumer Law, you are entitled to a refund to your original payment method if you prefer, and are not required to accept store credit.
RETURN ADDRESS
Plumbonline — Returns Department
Factory 6, 30 Network Drive
Carrum Downs VIC 3201
Phone: 1300 428 999
| A note from our team: Identifying the correct spare part can be challenging, particularly with older equipment or where manufacturer documentation is limited. Our team is always happy to help confirm compatibility before you order - just give us a call on 1300 428 999. Getting the right part the first time saves everyone time and frustration. |