Returns & Refunds
Last updated: June 2026
This policy explains your rights and our process if you need to return a product, request a refund, or make a warranty claim. It applies to heat pump units supplied by Cardinia Pool Heat Pumps. Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL).
Your rights under 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 to compensation for any other reasonably foreseeable 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.
1. Consumer guarantee returns (faulty or not as described)
If a heat pump is faulty, significantly different from how it was described, or does not do what we said it would, you are entitled to a remedy under the ACL. Depending on whether the problem is major or minor, that remedy is a repair, replacement or refund.
- Contact us as soon as you notice the problem with your order number and a description (photos or video help).
- For installed units, our technician or the manufacturer’s agent may need to inspect or test the unit before a remedy is confirmed.
- Where a remedy applies, we cover reasonable costs in line with the ACL.
2. Change-of-mind returns
Change-of-mind returns are not guaranteed and are accepted only with our prior express approval. They are offered in addition to your ACL rights and are not required by law. These terms align with our supplier’s return conditions.
- Approval required: change-of-mind returns must be approved by us in advance. Returns sent without prior authorisation may be refused.
- Timeframe: if approved, the unit must be returned within 30 days of delivery.
- Condition: the unit must be unused, uninstalled, undamaged and in original, resaleable condition, including all original packaging, accessories and documentation.
- Return freight: paid by the customer. Heat pumps are large, heavy items (46–126 kg) and must be returned safely packaged on a pallet; we can help arrange freight at your cost.
- Restocking fee: a minimum 20% restocking / handling fee applies to approved change-of-mind returns.
- Custom or special orders: custom-made, custom-cut or specially ordered units cannot be returned or refunded for change of mind.
- Not eligible: units that have been installed, plumbed, wired, powered on or used cannot be returned for change of mind, as they can no longer be sold as new.
3. Installation
Installation is a service quoted and invoiced separately from the supply of the unit. Once installation work has been performed it cannot be “returned”. If you believe installation work was not carried out with due care and skill, contact us and we will work with you to put it right, consistent with your ACL rights for services.
4. Manufacturer’s warranty (Henden)
Henden inverter pool heat pumps are covered by the manufacturer’s warranty through Reece. For domestic (non-commercial) residential pool use, the warranty is:
| Component | Coverage |
|---|---|
| Unit (general) | 12 months in-field |
| Compressor | 0–3 years in-field |
| Other parts (incl. electronics) | 0–3 years in-field |
| Titanium heat exchanger | 0–25 years return to branch |
In-field vs return to branch. “In-field” warranty includes labour and is carried out on site. “Return to branch” warranty does not include labour: the part must be returned, and a call-out fee may apply. Call-out fees are subject to change. “0–1 years” refers to the first 12 months from the date of purchase.
The full warranty terms, conditions and exclusions are set out in the official Henden warranty documentation supplied with your unit. To make a warranty claim, contact us with your order number and details of the fault. Warranty does not cover damage from incorrect installation by others, inadequate electrical supply, poor water chemistry, failure to winterise, misuse, or unauthorised repairs. Commercial use carries a reduced warranty period.
5. Damaged or incorrect deliveries
Please inspect your delivery on arrival, or at the latest within 48 hours of delivery or collection, and before installation. Report any shortage, defect, wrong model or similar problem to us in writing as soon as you become aware of it, with photos, so we can lodge the claim with our supplier and arrange a replacement or other remedy. If goods are installed before any visible defect or damage is reported, we may not be able to accept the claim for that issue. Reporting transit damage promptly is essential, as freight-damage claims are time-limited.
Where a delivery is left unattended at your request (for example, no one is home to receive it), the goods may not be eligible for return, repair or replacement for transit damage, as it cannot be determined how or when the damage occurred. We recommend arranging for someone to be present to receive and inspect the delivery.
6. How to contact us
Cardinia Pool Heat Pumps
Phone: 1300 306 285 or 0407 848 300
Email: office@cardiniapoolheatpumps.com.au
We aim to respond to all return and warranty enquiries within 2 business days.
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