Delivery, Returns & Warranty

This policy applies to all physical products purchased from ACcleanQLD — small posted items such as the Universal Aircon Remote Control and Instant AC Refresh, and larger caravan and RV products such as rooftop air conditioners and fridge/freezers. If you have any questions, please contact us before returning an item.

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. If a product is faulty, unsafe or not as described, you are entitled to a repair, replacement or refund depending on the nature of the problem, and to compensation for any other reasonably foreseeable loss.

If you bought the product from us, deal with us. You do not need to chase the manufacturer or the freight company yourself — contact ACcleanQLD and we will handle that process for you.

Small posted products

We accept change-of-mind returns within 30 days of delivery, provided the item is unused, unopened and still in its original packaging. You pay the return postage for a change-of-mind return. Once we receive the item and confirm it is in resale condition, we refund the purchase price to your original payment method.

Faulty or damaged posted items are handled under the Australian Consumer Law — contact us and we will arrange the appropriate remedy, including return postage costs where applicable.

Bulky caravan and RV products we hold in stock

For a bulky product we already have in stock, we may accept a change-of-mind return within 14 days of collection or delivery, provided the product is unused, uninstalled, undamaged and in its original, resalable packaging.

You are responsible for the return freight or transport of a change-of-mind return. Where it is legally permitted and clearly attributable to your order, we may deduct the reasonable direct freight and handling costs we have already paid to get the product to Mission Beach. This is a recovery of actual costs, not a penalty, and it never applies to faulty, damaged, unsafe or misdescribed goods. None of this affects your Australian Consumer Law rights.

Special orders

Some bulky products are ordered in specifically for you. Once we have placed and committed that order with our supplier, a change-of-mind cancellation may no longer be possible. If you let us know before we commit the supplier order, we can accept the cancellation.

This rule applies to change of mind only. It does not apply to faulty, damaged, unsafe or misdescribed goods, and it does not affect your Australian Consumer Law rights.

Delivery & collection

Some products are in stock — others are available to order. Normally allow 5–10 business days.

• Mission Beach collection — $149 freight and handling per bulky order. This covers getting the product to us in Mission Beach for you to collect.
• Regional delivery — $350 freight and handling per bulky order within our normal Cassowary Coast service area.
• Outside our normal area? Contact us before ordering for a delivery quote.
• Small posted items are sent Australia-wide for $11, free on orders over $35.

Delivery timeframes are estimates, not guaranteed dates. If something is materially delayed we will let you know as soon as we know. For Mission Beach collection, we will contact you when your order is ready — please wait for that confirmation before coming in.

Damage in transit

Where practical, please check the carton and the product when you collect it or when it is delivered. If you can see any damage, photograph it and tell us as soon as possible — ideally within 24 hours — so we can pursue the freight claim. Please keep all packaging until the item has been inspected and the claim resolved.

Reporting later than 24 hours does not remove your statutory rights under the Australian Consumer Law. Where ACcleanQLD arranged the freight, contact us and we will deal with the carrier and supplier on your behalf.

Products we install

If we are installing a product for you and we find visible shipping or product damage before installation, we will not install it. We stop, tell you, and sort the replacement or remedy first.

Manufacturer warranty terms apply in addition to your Australian Consumer Law rights. The applicable manufacturer warranty depends on the product and the installation conditions, and the warranty for each product is shown on that product page.

How to start a return or claim

Email us at accleanqld@gmail.com with your order details and what has gone wrong. For faulty or damaged items, please attach clear photos. We aim to respond promptly and will give you the return or claim instructions.

Refunds

Approved refunds are returned to your original payment method. Once we have processed the refund, your bank or payment provider may take around 5–10 business days for it to appear on your statement.