Delivery Policy

Items bought on this site will be delivered to addresses within Australia only. 

Standard Delivery

Orders will be delivered in 3-5 working days via StarTrack.

Standard delivery is charged at a flat rate per order as follows:

DestinationPricing (Inc GST)
Australian Capital Territory$27.50
New South Wales$27.50
Northern Territory$44.00
Queensland$33.00
South Australia$27.50
Tasmania$33.00
Victoria$22.00
Western Australia$44.00

 

Order Tracking

We use StarTrack for all deliveries, and you can check the currently estimated delivery date for your order, any time, via the Star Track website and input your Order Number in the 'Track & Trace' tool. 

Please note that all order delivery dates are estimates based off data provided to us by StarTrack, and as such, actual delivery dates may be affected by unforeseen circumstances.

Other Information

We will send you an invoice via email to let you know your order has shipped, along with the postage tracking details so you can check its progress within the StarTrack network.

If no one is in attendance when StarTrack attempt delivery to your chosen delivery address, StarTrack will leave a card to advise you of re-delivery options. Don't forget, you'll need to sign for your delivery, so be sure to have some ID handy.

Lost or damaged orders

A lost order is one where we cannot be supplied with a POD (Proof of Delivery) by the courier. 

If the order is damaged in transit, we will replace the damaged item(s) at no charge.

Contact us immediately for all lost or damaged in transit orders.

 

Returns Policy

We cannot be liable for the wrong parts being ordered and delivered to you. It is entirely your responsibility to ensure the correct spare parts for your specific fire are purchased. If you have any enquiries regarding certain parts being suitable to your specific model and installation, we recommend you getting in contact with the Specialist Heating team by phone on 1300 554 155 Monday to Friday from 8:30am to 5pm AEST (except Victorian public holidays), or by sending an email to specialist.heating@glendimplex.com.au.

Should you wish to return an order, or part of an order, please get in contact with us for a Good Return Advice (GRA). A 15% restocking fee applies to all returns.

You must ensure the items you wish to return are correctly and safely packaged. Payment of the delivery is to be organised by you.

Refunds

If you are entitled to a refund, we will only credit the card used to make the original order's payment.

The amount to be credited corresponds to the total amount of the returned items minus the 15% restocking fee.

The refund may take up to 7 days to be processed.