Returns, Refunds & Warranty Policy

At BESS Air, we are committed to supplying quality products and professional installation services. This policy outlines how returns, refunds and warranty claims are handled in accordance with the Australian Consumer Law.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Where you are entitled to a repair, replacement or refund under the ACL, those rights will always apply.

Change of Mind

As our air conditioning systems are ordered specifically for each customer and many installations are customised to suit individual homes, we do not offer refunds or exchanges for change of mind.

  • Orders cannot be cancelled due to a change of mind once confirmed.
  • Installed air conditioning systems cannot be returned because you no longer require the product or have changed your preference.
  • Please ensure you are satisfied with your chosen system before placing your order.

Faulty Products

If a product is faulty, damaged or does not meet the consumer guarantees provided under Australian Consumer Law, we will work with you and the manufacturer to resolve the issue.

Depending on the nature of the fault, this may include:

  • Repair of the product.
  • Replacement of the product.
  • A refund where required under Australian Consumer Law.

Installation Workmanship Warranty

BESS Air provides a 12-month workmanship warranty on all installation work completed by our licensed technicians.

If an issue arises that is directly related to our installation workmanship within 12 months of completion, we will inspect the installation and rectify any workmanship-related defects at no cost to you.

This warranty does not cover:

  • Damage caused by misuse, neglect or accidental damage.
  • Storm damage, power surges or events outside our control.
  • Unauthorised repairs or alterations by other parties.
  • Routine maintenance or cleaning.

Manufacturer's Warranty

Each air conditioning system supplied by BESS Air is covered by the manufacturer's warranty.

Warranty periods and coverage vary between manufacturers and models.

Where a product develops a fault covered by the manufacturer's warranty, the claim will be managed in accordance with the manufacturer's warranty process, including any assessment, repair or replacement authorised by the manufacturer.

BESS Air will assist customers in facilitating warranty claims where required.

Warranty Exclusions

Warranty claims may not apply where issues are caused by:

  • Improper use of the product.
  • Failure to maintain or clean the system.
  • Physical damage after installation.
  • External factors including flooding, fire, storms or electrical supply issues.
  • Work performed by unauthorised persons.

How To Make A Warranty Claim

If you believe your air conditioning system has developed a fault or there is an issue with your installation, please contact our team as soon as possible.

To assist us, please provide:

  • Your order or invoice number.
  • Your installation address.
  • A description of the issue.
  • Photos or videos where possible.

Our team will assess the issue and advise the next steps, including arranging an inspection if required.

Questions?

If you have any questions about this policy or require assistance with a warranty claim, please contact the BESS Air team. We're committed to providing prompt support and ensuring your air conditioning system continues to perform as intended.