Policy
Shipping Policy
Please note we only ship to Australia. Please email accounts@coolj.com.au for New Zealand and USA.
Shipping is calculated on total order weight and destination. This can be checked in the Cart.
Tracking your Parcel
Once your order has been packed and left our warehouse, you will be emailed a tracking number and a link at which you can track your parcel.
Postage Information
Orders are sent via TNT and require signature on delivery.
If the parcel is not signed for, the item will be carded. This card will be left at the address supplied and will indicate where your parcel may be collected from.
Please allow 0-3 days processing time before your parcel is sent. In most cases it will be within the first 24hrs.
PLEASE NOTE POSTAGE TIMES CAN VARY DEPENDING ON PUBLIC HOLIDAYS, WEEKENDS, LOCATION, NATURAL DISASTERS, CUSTOMS INVESTIGATIONS, AUSTRALIA POST INVESTIGATIONS & OTHER UNCONTROLLABLE FACTORS.
THESE TIMEFRAMES ARE OUT OF OUR CONTROL, WE WILL TRY OUR BEST TO ENSURE YOU RECEIVE YOUR PARCEL ASAP.
Missing Parcels
On the event that your parcel is held up or is lost, it may take up to three months to receive an answer from the TNT Investigation Team. Unfortunately, these TNT timeframes are uncontrollable and we will do our best to rectify the issue ASAP.
Incorrect Information
Once your order has been placed no changes are able to be made. Please double check your shipping address is correct before confirming your order. Business addresses must include the business name.
If parcels are not collected, or are required to be returned to sender due to insufficient or incorrect information, postage costs are unable to be refunded. Once you have placed your order, you are committing to the sale and declaring that all information entered including the shipping address is correct.
If you do find you have entered incorrect shipping information please email us ASAP at accounts@coolj.com.au and we will attempt to correct the mistake.
Returns Policy
Cool-J Returns & Exchanges
We're always here to help you if you have any issue with a product. That's why we are the best customer services team ready to help you with any questions or issues via phone, email, and chat.
When can you return or exchange a product?
Change of Mind:
You can return a product for change of mind and we will give you a refund, store credit, or we can exchange the product for you. We can do this as long as the item in question is:
- returned within 14 days of receiving the order;
- as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);
- in a resalable condition; and
- not damaged in any way.
We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
To return your item for change or mind, you need to follow our returns process. You can contact us via phone, email or chat and we will walk you through this.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping and restocking fee 15%. If the item is not received by us, you will not be eligible for a refund, credit or exchange. We recommend you insure high value items that you return for change of mind.
If the returned item does not meet the conditions outlined above, you will be responsible for the cost of receiving your returned goods back to your nominated address.
Faulty Products:
Every product we sell comes with a manufacturers’ warranty. If you run into any issues with a product, you can contact us via phone, email, or chat and we will let you know how to contact the relevant manufacturer and help you through their warranty process.
The details of the manufacturers’ warranties are set out on their respective websites. Please feel free to contact us if you have any questions about them.
Of course, nothing in this returns policy limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law ("ACL") (or any liability under them) which by law may not be limited or excluded. If you are a "consumer" under the ACL, the following notice applies to you:
"Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law ("Consumer Guarantees"). You are entitled to a replacement or a refund for a major failure and for 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."
Fitting and Install instructions come with the unit, but it is advised a qualified installer (electrical contractor) undertakes the installation.
Please contact us at accounts@coolj.com.au for further information. You can also call us at +61 449 180 695 or contact us via chat.
Warranty Policy
When you buy any Air conditioner you have peace of mind knowing that it is backed by a comprehensive 2 years for compressor and 1 year for other parts; for any non-human defective.
warranty is provided in addition to any rights provided under Australian Consumer Law. All claims under this warranty should be made by returning the product to the place of purchase at your expense, with the detail of the fault, proof of purchase and fitment details. If we determine that the Air Conditioner product is defective in materials or workmanship during the warranty period, we will either repair or replace the unit.
This warranty does not apply to failure or damage to the Air Conditioner product caused by incorrect or faulty fitment, accidental or intentional damage, failure of other products, incorrect application, incorrect voltage, environmental damage, operation of the product outside of its environmental and technical specifications, or repair or modification carried out by anyone other than an authorised repairer.
Fitting and Install instructions come with the unit, but it is advised a qualified installer (electrical contractor) undertakes the installation.