Overview
We aim to provide the highest quality products and services. However, we understand that issues may occasionally arise. To ensure smooth processing of any returns or refunds, please read and follow our policy below.
Checking Your Items
Items must be checked within 48 hours of receipt.
- For materials-only purchases, inspect the items within 48 hours of receipt.
- We understand that job delays or other factors may prevent immediate use of items. However, damage claims made beyond this window may not be accepted, as we cannot control what happens to the items during extended storage.
- If you store your items without checking them, we will consider this as confirmation that the goods arrived in perfect condition.
Damaged Items:
- Notify us immediately within the first 48 hours if the product is damaged upon arrival. Provide photographic evidence to assist with your claim.
Change of Mind
- Contact us within 14 days of delivery if you decide to return, exchange, or request a credit for an unused and unopened item.
- Items that have been installed, connected, or used are not eligible for returns or exchanges.
- A 10% restocking and admin fee will apply for unopened returns, and the customer will be responsible for the cost of return delivery.
Faulty Items
- We comply with Australian Consumer Law and will rectify any issues with faulty or defective items.
- If a fault is reported within 48 hours of receipt, we will cover return postage/freight costs. After 48 hours, the customer will be responsible for these costs.
- Installed systems found to be faulty must be handled directly with the applicable manufacturer under warranty. Refer to our Warranty Page for guidance.
Returns Process
- Request a Return Authority:
Email us at office@hummingbirdme.com to request a Return Authority (RA) form and number. - Pack Your Items Carefully:
Ensure items are securely packaged to prevent damage during transit. Items damaged in transit due to insufficient packaging may not be eligible for a refund or exchange. - Shipping Your Return:
Use the provided return shipping label or send the item to our designated address. Shipping costs for returns are the customer’s responsibility unless the item is faulty. - Inspection and Refund/Exchange Approval:
Once the returned item is received and inspected, we will notify you of the outcome within 2 business days. Approved refunds will be processed promptly.
Order Cancellation
- To cancel an order, contact us immediately. A 2% admin fee will apply.
- If the order has already been dispatched, delivery costs for both directions will also apply.
Important Notes
- Returns are accepted only with proof of purchase.
- Refunds are processed using the original payment method once the returned goods are inspected.
- A 14-day holding limit applies for orders marked for pick-up. Uncollected items may be returned to stock or resold.
- Custom-made products are non-refundable unless defective.
- Sale items cannot be refunded.
Exchanges
Exchanges are only offered for defective or damaged items. Email office@hummingbirdme.com for assistance and send the item to our physical address.
Refunds
- If your return is approved, the refund will be processed and credited to your original payment method within a few days.
Delayed Refunds:
If you don’t see your refund after a reasonable time:
- Check your bank or credit card statement.
- Contact your bank or credit card company for updates.
- If unresolved, email us at office@hummingbirdme.com for further assistance.
Shipping Returns
- Ship returns to 96 Main Street, Proserpine Qld 4800.
- For high-value items, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
Contact Us
For questions about refunds, returns, or exchanges, reach out to our Customer Service Team atoffice@hummingbirdme.com or call us at 0498 139 839
Thank you for choosing us for your electrical, air conditioning, and refrigeration needs!