Refund policy
17. Returns, Refunds, Credits and Installation Cancellations
17.1 Australian Consumer Law
17.1.1 Nothing in these Terms excludes, restricts or modifies any rights or remedies the Customer may have under the Australian Consumer Law, including in relation to goods that are faulty, defective, not as described, or fail to meet applicable consumer guarantees.
17.1.2 This policy applies in addition to, and subject to, those non-excludable rights.
17.2 Change of Mind and Order Cancellations
17.2.1 Installed Today does not offer refunds for change of mind purchases.
17.2.2 If, at our absolute discretion, we agree to accept a cancellation or return for change of mind, we may provide a store credit only, not a cash refund.
17.2.3 Any approved store credit or refund will be less all costs already incurred by us, including but not limited to:
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outbound shipping or freight costs;
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return freight or collection costs;
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credit card, debit card, payment gateway or merchant processing fees;
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restocking fees;
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handling, administration and labour costs; and
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any other direct costs incurred in relation to the order.
17.2.4 No refund or store credit will be provided for change of mind on:
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special order items;
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custom items;
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made-to-order items;
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clearance items; or
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any item installed, used, damaged, altered, incomplete or not in resalable condition.
17.3 Return Request Timeframe
17.3.1 Any request for an approved discretionary return must be made within 7 days of the Customer receiving the goods.
17.3.2 Where goods are purchased together with installation and the system is delivered to Installed Today or held by Installed Today in readiness for installation, the 7-day return request period will run from the date of supplier delivery to Installed Today.
17.3.3 No return request will be considered after this period unless required by law or expressly approved by us in writing.
17.4 Return Eligibility
17.4.1 To be eligible for any approved return, the item must:
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be unused and uninstalled;
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be in the same condition it was supplied;
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be complete and undamaged;
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include all supplied parts, manuals and accessories; and
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be in its original, unopened or otherwise unsoiled and resalable packaging to our satisfaction.
17.4.2 All returns are subject to inspection and approval by Installed Today upon receipt.
17.4.3 Goods that have been installed, connected, commissioned, used, soiled, damaged, opened beyond reasonable inspection, or returned with missing parts are not eligible for return, store credit or refund unless required by law.
17.5 Return Process
17.5.1 To request a return, the Customer must contact help@installedtoday.com.au and provide:
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full name;
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order number;
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delivery address;
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reason for return; and
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photos of the goods and packaging if requested by us.
17.5.2 If a return is approved, Installed Today may organise collection, nominate a return location, or provide further return instructions.
17.5.3 The Customer must not return goods without our prior approval.
17.5.4 Approval of a return request does not guarantee approval of a refund or store credit until the goods have been received, inspected and accepted by us.
17.6 Return Deductions and Fees
17.6.1 Unless otherwise required by law, approved returns will be processed as the original purchase price less applicable deductions.
17.6.2 For standard products, approved returns may be subject to a 25% pickup and restocking fee, up to a maximum of $500.
17.6.3 Heat pumps are excluded from the $500 cap and may incur a 25% restocking fee of the total purchase value.
17.6.4 In addition to any pickup or restocking fee, Installed Today may deduct:
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outbound freight costs;
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return freight or collection costs;
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handling charges;
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payment processing fees; and
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any other direct costs incurred by Installed Today in relation to the order.
17.7 Incorrect Orders and Orders Outside Delivery Areas
17.7.1 If the Customer places an incorrect order, changes their mind, or places an order outside our approved delivery area, any approved refund or store credit will be reduced by all applicable costs and fees.
17.7.2 Payment processing fee deductions for these orders may include:
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2% for Visa or Mastercard transactions; and
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3% for American Express transactions.
17.7.3 Installed Today reserves the right to refuse cancellation, refund or credit where stock has already been specially ordered, dispatched, allocated, delivered or otherwise committed to the order.
17.8 Damaged, Faulty or Incorrect Goods
17.8.1 The Customer must inspect the goods immediately upon delivery or collection.
17.8.2 If goods are defective, damaged in transit, or incorrectly supplied, the Customer must notify Installed Today as soon as possible and provide all reasonable supporting evidence, including photographs.
17.8.3 Where visible freight damage exists on delivery, the Customer should notify the driver or courier immediately while they are still onsite where reasonably possible.
17.8.4 Failure to inspect and promptly report visible damage may prejudice a freight or transit damage claim, especially where the damage was apparent at the time of delivery.
17.8.5 This clause does not limit any rights the Customer may have under Australian Consumer Law in relation to faulty or incorrectly supplied goods.
17.9 Exchanges
17.9.1 We do not process direct exchanges automatically.
17.9.2 The fastest way to obtain a replacement or different product is for the Customer to request an approved return of the original item and, once accepted, place a separate new order.
17.9.3 Any exchange remains subject to stock availability, return approval and any applicable fees or price differences.
17.10 Refund or Store Credit Processing
17.10.1 Once returned goods are received and inspected, we will notify the Customer whether the return has been approved.
17.10.2 If approved, any refund or store credit will generally be processed within 5 business days.
17.10.3 Unless otherwise required by law, discretionary change-of-mind returns will be processed by store credit only.
17.10.4 Any approved refund or credit will be less all applicable deductions under this Section 17.
17.11 Installation Cancellation Policy
17.11.1 Installation bookings involve scheduling, trade allocation, route planning, administration and preparation costs. Cancellation fees therefore apply per booked trade or installation component.
17.11.2 Where an order includes more than one installation component or trade, cancellation charges may apply separately to each installation component, including for example:
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plumbing installation;
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electrical extension or circuit work;
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gas works; or
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other separately booked trades.
17.12 Cancellation Within One Week of Booked Date
17.12.1 If the Customer cancels an installation within one week of the booked installation date, a cancellation fee equal to 25% of the relevant installation value will apply.
17.12.2 This fee covers administrative costs, trade scheduling changes, route planning and other preparation costs already incurred.
17.13 Cancellation Within One Business Day
17.13.1 If the Customer cancels an installation within one business day of the booked installation date, a cancellation fee equal to 50% of the relevant installation value will apply.
17.13.2 This reflects the increased cost of last-minute trade rescheduling, booking disruption and lost productivity.
17.14 On-Site Cancellation / Failed Installation
17.14.1 If our staff or contractors attend site and are unable to complete the installation due to a customer-side issue, a cancellation fee of up to 75% of the relevant installation value will apply.
17.14.2 Customer-side issues include, but are not limited to:
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the purchased system being incompatible with the existing setup;
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required valve kits, accessories, electrical works or compliance items not having been purchased;
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insufficient or unsafe access to the installation site;
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required preconditions not being met, including power points, circuit requirements, drainage or compliance upgrades;
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site conditions not matching what was represented at the time of booking;
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customer refusal to approve mandatory additional works required to lawfully complete the job.
17.14.3 This fee covers labour, travel, trade attendance, scheduling disruption and lost productivity.
17.14.4 To minimise the risk of on-site cancellation, Customers are strongly encouraged to send clear photos of the existing system and installation area to help@installedtoday.com.au before the installation date.
17.15 Mixed Orders – Product and Installation
17.15.1 Where an order includes both goods and installation services, cancellation of the installation component does not automatically entitle the Customer to cancellation of the goods component.
17.15.2 If a full order is cancelled after goods have been allocated, ordered, dispatched or delivered, the installation cancellation fee and product return deductions may both apply.
17.15.3 By way of example only:
Order Summary
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Hot Water System: $900
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Valve Kit: $300
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Plumbing Install: $400
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Electrical Extension: $800
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Total Paid: $2,400
If cancelled within 1 business day of installation date:
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Installation cancellation fee: Plumbing + Electrical = $1,200 x 50% = $600
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Product return fee: Hot Water System + Valve Kit = $1,200 x 25% = $300
Indicative Refund / Credit
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Total Paid $2,400
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Less installation cancellation fee $600
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Less product return deduction $300
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Balance = $1,500
17.15.4 The above example is illustrative only. Actual deductions may vary depending on freight, collection, payment processing fees, order type, product category and whether the goods are eligible for return.
17.16 Public Holiday and Rain Extensions
17.16.1 Installed Today may extend any booking period initially estimated at up to 5, 10 or 20 business days by up to one additional week where the booking period includes:
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two or more public holidays; and/or
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rain days within any 7-day period that materially affect safe completion of the works.
17.16.2 For the purpose of this clause, a rain day means:
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rainfall of 10mm or more in a 24-hour period for standard works; and
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any rain event that makes solar works unsafe, noting solar works have a zero-rain tolerance.
17.16.3 Installed Today will use reasonable efforts to notify the Customer of any such extension as early as practicable.
17.16.4 Any extension under this clause is deemed a lawful variation to the estimated booking period and does not constitute breach, delay damages, compensation entitlement or a right to cancel without the applicable fees otherwise set out in these Terms.
