SunCity Hot Water – Returns & Refunds Policy
Effective Date: 20 November 2025
At SunCity Hot Water, we want you to be completely satisfied with your purchase. This Return Policy explains how to return products, request refunds, and what conditions apply.
1. Eligibility for Returns
Products purchased from SunCity Hot Water may be returned if:
- The product is unused, undamaged, and in its original packaging.
- The return request is made within 30 days of delivery.
- Proof of purchase (invoice or receipt) is provided.
Note: Custom installations, labor services, and consumables are not eligible for return unless faulty.
2. How to Request a Return
To request a return:
- Contact our Customer Service team:
- Email: admin@suncityhotwater.com.au
- Phone: 1300 728 122
- Or submit a message via our Contact Us page
- Include your order number, product details, and reason for return.
- Our team will provide instructions and a Return Merchandise Authorization (RMA) number.
3. Return Shipping
- Customers are responsible for shipping costs unless the item is faulty or damaged on arrival.
- Products should be shipped securely with tracking to ensure safe delivery.
4. Refunds
Once we receive and inspect your return:
- Refunds will be issued to the original payment method.
- Refunds typically take 5–10 business days to process after we receive the product.
- Shipping fees are non-refundable, except when the return is due to a SunCity Hot Water error (e.g., wrong or defective item).
5. Exchanges
Exchanges are handled as returns and repurchases. If you wish to exchange a product, please contact us, and we’ll guide you through the process.
6. Faulty or Damaged Products
If your product arrives damaged or becomes faulty within the warranty period, we will replace it at no cost, including shipping. Contact us immediately with photos and order details to process a replacement.
7. Contact Us
For any questions regarding returns or refunds, reach out to our Customer Service team:
- Email: admin@suncityhotwater.com.au
- Phone: 1300 728 122
- Address: 2 Tandem Ave, Warana QLD 4575
- Contact form: https://cms.suncityhotwater.com.au/contact-us
SunCity Hot Water reserves the right to update this Return Policy at any time.