Refund and Returns Policy

This Refund and Returns Policy explains how returns, refunds and warranty claims are handled for products purchased from Soaps Electrics Air & Ice, and how it relates to installation and repair work carried out on your property.

Change of Mind Returns

If you have changed your mind about a product purchased from us, you can return it within 14 days of purchase for a refund or exchange, provided it is unused, in its original packaging and accompanied by your receipt or proof of purchase. Special order items, custom parts and products that have been installed cannot be returned for change of mind. Return postage or transport costs are the customer’s responsibility unless the item is faulty.

Faulty or Incorrect Items

If a product you have purchased is faulty, damaged on arrival or not what you ordered, please contact us as soon as possible. Under the Australian Consumer Law you are entitled to a repair, replacement or refund for a major failure, and to have a product repaired or replaced if it fails to be of acceptable quality. We will assess each claim on a case by case basis and arrange the appropriate remedy.

Installed Products and Service Work

This policy covers products purchased directly from us. It does not apply once an air conditioner, appliance or electrical component has been installed, as this work is instead covered by the warranty terms on our Product Warranties page. Service and repair labour that has already been completed is generally non-refundable, but any workmanship issues will be rectified in line with our warranty.

How to Start a Return

To start a return or make a warranty claim, get in touch with our team with your order details, a description of the issue and, where possible, a photo. We will let you know the next steps, including whether the item needs to be sent back to us or assessed on site.