FREE DELIVERY AUSTRALIA WIDE

 
 
 

Shipping Information

Hot Water Store shipping information

Delivery: All hotwaterstore.com.au orders are delivered during business hours. If you order multiple items from our website, you may receive multiple deliveries shipped by multiple carriers since items may be sent from different warehouse locations. Carriers are unfortunately not able to specify an exact delivery time for small to medium items, but for large items carriers can advise morning or afternoon for delivery. We are currently unable to cater to any additional delivery requests including, but not limited to: express shipping, selection of specific delivery date or time, weekend deliveries, reserving or holding stock in our or our partner’s warehouse, consolidation of multiple orders or consolidation of items in an order if they are dispatched from more than one location.

Upon arrival of your package, please note any damage to the box as well as any damage to the item itself. If you feel that the damage to an item or a box is too severe please refuse the package. There is no need to refuse all delivered packages if most are in good condition.

Depending on the size of the items in your order, we utilise the following shipping and delivery methods:

  • Small Items: Many lightweight items can be shipped via Australia Post. As soon as your item has left the warehouse you will be notified via email and be able to track your order online. Our standard shipping arrangement will require a signature upon delivery; however, you can select an option at checkout to leave the order at your door. If you are not at home at the time of delivery and you have not given an authority to leave the package, a notice with alternative arrangements will be left at your residence (usually your parcel will be stored at your local post office for pick up).
  • Medium sized items: For medium sized items that cannot be shipped via Australia Post, we will send them through one of several freight carriers. Our standard agreement with our carriers does not include a call to arrange a suitable delivery time. However, once your items have left the warehouse, you will be able to track their journey online. Please note that delivery dates shown on the carriers’ websites are only estimates and we cannot take any liability for late deliveries.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

Usually, our freight deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order. However, if you anticipate that you might not be at home for your delivery, please select the option to leave the order at your door at checkout. Due to security and liability restriction of our carriers, the customer is responsible for bringing any of such merchandise into their home, so we recommend that you have someone available to help you carry the items into your home, unpack and install.

If, for any reason, our shipping partner is not able to successfully deliver your order they should leave a card with further delivery instructions. In these situations, hotwaterstore.com.au reserves the right to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping or storage costs).

Bulky and fragile items: Large items are mostly shipped using a two men delivery service. Once your order has left the warehouse you will be notified via email. Unfortunately, online tracking is not available for such deliveries. However, the carrier will typically contact you in order to arrange a delivery time that suits you best.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as the shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

Please note that it may not be advisable to give an authority to leave large items at your door as we will not be held liable for any loss and will not be able to provide the service to carry the items into your home and you may need to have someone available to help you.

In very exceptional cases where delivery may result in unusually high freight charges (including, but not limited to, remote delivery locations, inner city deliveries, island deliveries, etc.), Hot Water Store reserves the right to cancel an order. Please contact us first if you'd like to check if your location may be subject to unusually high freight charges.

Shipping Charges

Free shipping is available only on selected products to selected areas. The following postcodes are excluded from free shipping: 0800 - 0886, 0906 - 0909, 2899 - 2899, 4806 - 4895 and 6701- 6799

The following postcodes are considered as metro areas. Sydney: 2000 - 2234, 2564 - 2566, 2745 - 2757, 2759 - 2770, 2890 - 2914. Melbourne: 3000 - 3095, 3101 - 3138, 3141 - 3156, 3161 - 3207. Canberra: 2600 - 2620. Brisbane: 4000 - 4179, 4205 - 4207, 4300 - 4305, 4500 - 4506, 4508 - 4511, 4520.

Change of mind returns

We want you to feel confident when buying on hotwaterstore.com.au. Should you change your mind about a purchase you have made with us, you have the option of returning the item within 30 days of having received it and can opt for a store credit or a full refund. We will require the item to be unused and in its original packaging for these returns.

You can return items at the post office. Please check the size and weight restrictions before returning your item. For returns via the post office please check the Australia Post Size & Weight Guidelines.

For any large item, please contact our Customer Care Team on (02) 9630 6683 or email info@hotwaterstore.com.au to assist with organising your return. Please note that free online return bookings are not available for large items and returning large items may incur a postage fee.

Once we receive the returned items, we will fully refund you the amount you paid for the order less any cost for shipping the items to you. In the case of large items, we will also deduct the return shipping cost from the amount that you paid.

Damaged or faulty returns

In the unlikely event that your item arrives damaged or faulty, please notify hotwaterstore.com.au as soon as possible for a replacement (if available), store credit or a full refund. Please contact our Customer Care Team on (02) 9630 6683 or email: info@hotwaterstore.com.au to assist with organising your return.

You may be required to send us images of the damage for further assessment. Hotwaterstore.com.au will give you the option to arrange a replacement for part/whole of the item, or provide you with a store credit or a full refund. Any refund is made back to the payment option you chose with your original order. Please do not attempt to return the items before speaking to one of our specialists (you may be responsible for any associate expenses if you do so).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

Warranty Claim

Hotwaterstore.com.au works closely with suppliers to ensure all products have appropriate warranties. Please email info@hotwaterstore.com.au or call our Customer Care Team on (02) 9630 6683 to submit a warranty claim. You may be required to send us images of the damage to aid in our assessments. We will then contact the supplier to finalise your warranty claim. Please do not attempt to return an item before speaking to one of our specialists (you may be responsible for any associated expenses).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

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