Customer Service Info
Heat Pumps Perth tag line
Heat Pumps Perth organisation
Heat Pumps Perth
Heat Pumps Perth

Returns and Customer Service Questions

See our Easy Returns Policy Below

We take our customer service seriously. If you have any problems with this web site, your order, or the service we provide then please contact us and we will rectify it.  We want you to be a very satisfied customer. Please read on to understand our customer service policies and initiatives…

  1. How to Order
  2. Payment Methods
  3. Delivery Charges and Time Frames.
  4. GST and Taxes
  5. Security Measures
  6. Returns and Refunds Policy
  7. Privacy Information
  8. How we can be Contacted 


How to Order

Online Orders:  Ordering on this web site is very easy - simply follow these steps 

  • Browse our site and find the product you would like to purchase. Choose your preferred method of supply only or installed.
  • Click on the checkout item to go to our secure ordering page. It opens a new page so allow it if the page is blocked.
  • Fill in the details you are prompted for and submit your order
  • An initial email will be sent to you immediately and one will be sent once we process your payment for your order.

Please ensure that a secure delivery address and contact is given to liaise with for Next Day Delivery


Phone Orders: Customers can call us from 7am to 5pm. Please leave a message if no one can answer the phone immediately so we can return your call when free. 


Payment Methods

You have several options on how you can pay for your purchase.  They include:

Direct Deposit:
We offer direct deposit as a payment option. We will email you our direct deposit details on confirmation of your purchase.  We will then await confirmation that your payment has been made before shipping your order.

Credit Card:
We accept Visa Card and Master Card with no surcharge. AMEX is accepted with a small additional 1% surcharge. We accept these details via our SECURE order page. No payment is taken till we verify your details with a phone call and organise delivery/install.

 

Delivery Charges and Timeframes

Systems based on 'delivery only' are dispatched next business day. Alternatively pickup can be arranged from our warehouse. Where sold with install we liaise with you to book in an appropriate time. If no hot water emergency please let us know in checkout so we can prioritise your booking. Delivery is Free in Perth Metro to the following postcodes:

Perth CBD 6000, 6003-5
South East Perth 6100-12, 6147
South West Perth 6148-58, 6160, 6162-67, 6170
North West Perth 6007-20, 6022-29, 6159
North East Perth 6006, 6021, 6050-54, 6059-62
Serpentine-Jarrahdale  6121-6126
Kalamunda 6057-58, 6076
Mundaring 6070-74, 6081-82, 6556, 6558
Caversham-Malaga 6055-56, 6063, 6066-69, 6079, 6083-84, 6090
Rockingham 6168-69, 6172-76, 6182
Wannaroo 6030-37, 6064-65, 6077-78
Mandurah 6207-6210


Outside Perth Metro in WA please email us to confirm delivery costs.  Sorry we do not serve clients outside WA.

 

GST and Taxes

A charge of 10% GST is included in the products available. Note for residential customer GST is not applicable on the Rebate (STCs) and your invoice will reflect this.

 

Security

We employ extensive security measures using secure encrypted links and proven encryption methods to keep your payment details safe.  Please visit our security page to read more about how to tell when it is safe to enter your payment details.

 

Returns and Refunds Policy

If the product has cosmetic damage at time of delivery please advise us immediately so we can organise a replacement.

If the product is faulty:

  • Where installed by us, as Authorised Service Agents we can organise a replacement system/part immediately from our own stock.
  • Where installed by others, this will need to be put through the relevant manufacturer to organise a warranty assessment/replacement.

We accept all returns within 7 days from when the order was delivered (i.e. if you change your mind) where the system is returned in the delivered condition. Freight costs are to be deducted from the refund value.  

 

Privacy Policy


We have a comprehensive online privacy policy that is explained on another page.  Please view our Privacy Policy Here.

 

Contact Us


We know that it is important to be able to be easily contacted if there are any issues, concerns or questions about your order or you experience any problems.  Our full contact details including postal/physical address phone and email addresses can be found on the contact page.

Go to the Contact Page >>