Shipping Details

We can ship your products to any location with mainland Australia and Tasmania. Please contact us to ask about deliveries to remoter islands that are part of Australia. Normally your products will arrive at your delivery location between 2 and 10 days after 1 pm, Sydney time on the next business day following your order. Delivery to some remote regional locations might take longer. Our warehouses operate Monday – Friday during standard business hours, except on national holidays. In most remote locations, it is best to specify the local freight depot as the delivery address. We can send products to post office box addresses by Australia Post, however delivery may take longer and tracking may not be available.

Warranty

Visit our Warranty page to register your warranty

Warranty Returns

Our products come with a Warranty for the original purchaser against defects in design, materials and workmanship for a period of 2 years from the date of original purchase. This Warranty is only valid within Australia.

If you think your product is defective, you should contact us as soon as possible. If possible, it helps if you can send a photograph or short video to explain the defect.

We will arrange to send you a replacement product, or arrange repairs at a mutually convenient location. You, the original purchaser, are responsible for transporting the product to the repair location with appropriate insurance.

Any parts or equipment replaced under this Warranty will be warranted in accordance with the provisions of this Warranty for the remainder of the original warranty period.

The rights given by the Coolzy Australia Warranty (this Warranty) are in addition to the guarantees and rights afforded by the Australian Consumer Law.

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 consequential loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Upon return receipt of items for warranty claim, you can expect Coolzy to process your warranty claim within 7 days, though in some instances this may take longer.

Once warranty claim is confirmed, you will receive the choice of:

(a) a replacement item sent to you (if stock is available) or;

(b) a refund on the original price paid for the item (this amount will be determined by us on a case by case basis)

Warranty Exclusions

Our Warranty DOES NOT cover:

1. Damage or problems or unsatisfactory performance caused to the unit by faulty or incorrect external wiring, incorrect power supply, voltage fluctuations, over voltage transients or electromagnetic interference not originating within the unit.

2. Damage or problems caused by the use of an accessory, component or equipment not supplied by Coolzy Australia.

3. Damage or problems caused by storm, fire, flood, vandalism, negligence, accidental damage, Acts of God, earthquake, war, vermin, foreign matter entering the unit (e.g. dirt and moisture) or any other outside agency.

4. Freight charges (including insurance) incurred by the owner in returning the unit to Coolzy Australia or an authorised repair centre, dealer or agent.

5. In-home or on-site service and any associated costs.

6. Any consumable items (e.g. batteries) supplied with the unit unless the item is shown to be defective at the time of purchase.

7. Damage or problems or unsatisfactory performance resulting from operation in an environment where the environmental comfort of humans is not the primary function of the unit.

8. Damage caused by operation in a corrosive atmosphere or excessive humidity.

9. Damage of problems or unsatisfactory performance resulting from operations at conditions outside the operating conditions specified in the Coolzy Australia technical or sales literature applicable to the unit.

10. Damage or problems or unsatisfactory performance resulting from misapplication of the unit.

11. Damage or problems or unsatisfactory performance resulting from leaking or exhausted batteries.

Owner’s Responsibilities

The owner is responsible for the correct operation and regular maintenance of the unit as listed below. The correction of any non-product fault or problem is not covered by this Warranty.

1. Operation and maintenance of the unit in accordance with the operating instructions; as provided with purchase of the unit.

2. Regular cleaning of the air filters (every 2 weeks) and replacement if damaged.

3. Replacement of exhausted batteries, in the remote control.

4. Cleaning of heat exchangers by a qualified air conditioner technician in the event of excessive dust accumulation on the fins and tubes.

Steps to claim warranty

Owners should do the following, within the applicable warranty period, when claiming warranty:

1. Stop using the unit entirely and unplug it from any power source

2. Contact Coolzy Australia to report the fault; please provide a detailed description (see contact information below or on front face of warranty card)

3. Follow instructions provided by Coolzy Australia on preparing and sending unit for warranty assessment. It is your responsibility to ensure adequate packaging to protect the goods in transit to our nominated repair location.

4. Provide evidence of the original purchase, such as a retailer’s sales receipt, or evidence of payment of an original tax invoice.

Returns

If you wish to return a product because it does not meet your needs, you must:

1. Please request a return label. If returning to our Nedlands office, you must make an appointment first to ensure a Coolzy staff member is there to receive you.

2. Return it to us in its original condition. Any damage to the product caused by couriers will be the liability of the customer. Will not accept damaged goods for return.

3. Return the product to us in it’s original packaging. The packaging must not be damaged or marked.

4. We will provide a partial refund of the product price. A charge of $150 administration fee will be deducted from the refund amount. This fee is used to offset the cost of the original shipping to you (the customer) and to defray the cost of the unit being inspected by an Australian qualified engineer. The inspection is necessary as the unit contains R290 refrigerant gas.

To begin the process of returning your product, please contact us in the first instance by utilizing the platform.

We will reply to your request within 1- 3 business days and provide you with advice on how to process your return and notify you on the nearest location to deliver your unit to.

When we receive the returned product, it will be inspected. When our store confirms it was returned in its original condition or packaging, your payment less $150 Administration fee, will be refunded to your nominated bank or card account. We will notify you once completed.

The refunded amount will not include associated costs for delivering the item back to us (per Clause 2 above).

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company as it may take some time before your refund is officially posted.
Next contact your bank. There can often be some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Shipping
To return your product, you should contact us for instructions on receiving an Australia Post label and depositing at your local post office.