NOTICE TO CUSTOMERS
From the Directors, March 2020
1. Heatco Australia Pty Ltd ABN 16 613 418 518 ("HeatCo") has ceased trading, effective from 17 March 2020.
PRODUCT WARRANTIES
2. The HeatCo directors remain committed to providing full customer warranty support for all products sold.
3. This is per the original manufacturers warranty terms published and is for as long as the warranty periods remain valid.
4. This warranty support is irrespective of the HeatCo direction in future.
THE REASONS BEHIND THIS DECISION ARE, in order:
5. Extreme difficulties with all Serene Living Hong Kong branded products around product reliability, Standard Certification compliance and excessive premature product failure rates.
(HeatCo was primarily founded in mid 2016 as an ecommerce reseller of Serene Living branded heating products. Whilst HeatCo also sold other branded products, it was a foundation online customer to Serene Australia - the offical Australian licensee to the manufacturer and principal Serene Industries Ltd, of Hong Kong and New Zealand).
6. In addition, HeatCo has been significantly affected by the recent global situation around COVID-19 that has deteriorated significantly in the last 4 weeks. This situation has seen a major proportion of our products become completely unavailable with nil visibility on a resolution even in the medium term.
UPDATE 23rd March 2020
New Zealand has today moved to a complete C-19 Level 4 lockdown. Until this status is lifted we cannot source replacements for Serene Living product warranty claims as we service all claims from our New Zealand warehouse. Only essential goods and service suppliers are allowed to remain open during these L4 restrictions.
All other products are serviced from Australia.
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The Directors have simply determined that their investment and efforts would be better applied to their other business interests that do not carry these Serene Living product quality and unreliability issues or are effected by C-19 restrictions.
All enquiries / warranty claims should be directed in the first instance to: support@heatingco.com.au
This webpage notice and contact details will remain active indefinately.
This decision is regretful but necessary and we thank everyone connected to HeatCo over the years for their support.
The Directors
Heatco Australia P/L
UPDATED March 2020
Please refer to the ABOUT US page
WARRANTY PERIOD
All warranty periods commence from the date of sale, not the date of manufacture.
WARRANTY SUPPORT
A significant point of difference is our HeatCo in-house warranty management.
All product warranties are administered and supported by HeatCo and we operate a very robust returns policy. If what you got is clearly not what we sold you, then your money back.
Because our products are among the highest quality in their categories, our warranty claims % is actually very low. As we manage all warranties in-house HeatCo will quickly attend to your warranty claim. HeatCo does not just refer a claim to on to the manufacturer to manage as is common elsewhere.
WARRANTY TERMS & CONDITIONS
1. Please refer to the specific warranty exclusions detailed within each product listing under the INSTALLATION information link.
2. Products are required to be installed by suitably qualified personnel as required by the manufacturer and relevant New Zealand/Australian Wiring Regulations.
3. Products must be used for the purpose designed and intended and in accordance with the manufacturer's operating instructions (for example; using a fan heater as a cooking appliance will void the warranty).
4. We require either proof of original purchase or the completed warranty card.
5. Warranties exclude the electrician's costs of changing/swapping hardwired products.
6. Warranty claims require a prior inspection in-situ at the direction of HeatCo by suitably qualified personnel (normally only requires the customer sending us a photo).
7. All warranty claims will be settled by way of either repair, replacment or refund and this decision is HeatCo discretion.
8. Where we supply a replacement, we may require that the original product is collected prior to despatch of the replacement. We require that the customer prepares the item for return shipping. This can include wrapping and fixing shipping labels prior to us arranging collection from you.
9. Where we decide to refund the original purchase instead offering a replacement, we will pro-rata the amount refunded with the time remaining under the original warranty.
PRODUCT RETURNS
HeatCo are happy to accept product returns for exchange where the customer has changed their mind, as well as meeting our obligations under Australian Consumer Law (ACL).
Unless pre-agreed with HeatCo in writing prior to purchase, we charge a 20% handling fee + the return freight costs.
This fee is necessary to cover either:
(i) Warehouse handling and pre-resale quality assurance checks.
(ii) HeatCo carrying the risk for non-inspected product that we arrange to be shipped direct from you to the next customer.
In the unlikely event that our product representation is proven to be clearly inaccurate, HeatCo will accept the goods for return and provide a full refund including paying the return freight.
PRODUCT RETURN CONDITIONS:
1. Product must be in their original packaging and be undamaged.
2. Product must not have been installed.
3. Product must include all the original installation and operating manuals.
4. Product photographs must be provided to HeatCo.
5. Prior to issuing a refund, HeatCo requires confirmation that the goods being returned have been despatched/collected.
REFUNDS
All refunds on returned product must be processed and paid direct into an Australian bank account.
We do not process any refunds back through PayPal to your credit card.
UPDATED March 2020
Please refer to the ABOUT US page
UPDATED March 2020
Please refer to the ABOUT US page
TERMS & CONDITIONS
1. General
The Terms & Conditions herein relate to the business of Heatco Australia Pty Ltd, ABN 16 613 418 518 ("HeatCo")
HeatCo operates as a Australian national online reseller of heating and cooling products, elements and controls including spare parts.
HeatCo will uphold its responsibilities as required by Australian Consumer Law.
If you have any queries regarding these Terms & Conditions, please feel free to contact us:
Heatco Australia Pty Ltd
Suite 201, 175B Stephen Street
Yarraville, Melbourne VIC 3013
support@heatingco.com.au
2. Governing Jurisdiction
These terms are governed in accordance with the laws of Victoria, Australia. All parties relying on these terms and conditions agree to submit to the laws of this jurisdiction.
3. Severance
Where any provision of these terms is deemed either void, unlawful or unenforceable, that provision may be severed from the rest without it effecting the standing of the remaining provisions.
4. Links to other websites
This website may contain links to other manufacturers websites. Any link is only for the purpose of supplementary product information on the basis of best endeavours to assist the customer. HeatCo gives no warranty as to the accuracy or currency of such information provided by any third party.
5. Accuracy of information
All product information on this website is current at the time of publication, but remains subject to change without notice prior to sale.
HeatCo makes every effort to ensure that all information published is accurate, factual and complete. All visitors to this site must assume that any reliance of this information is at their own risk. Refer also 4.
6. Product availability
Products listed on this website are all available in stock.
HeatCo retains the right to either add, upgrade, change or discontinue any product on this website at any time without notice.
7. Product Pricing
All pricing published by HeatCo is based on a cash sale transaction.
HeatCo cannot guarantee that published prices will still apply when customers choose to purchase through any selected outlets as they are independent businesses to HeatCo. This includes customers seeking trade credit terms.
8. Freight & Delivery
Please refer to our Terms and Conditions outlined separately within the Freight & Delivery section.
9. Brands, Trademarks & Intellectual Property
HeatCo operates as a reseller of various product brands but does not purport to hold any ownership rights to any brand that it sells.
Information contained on this site including supplimentary information that is provided separately to customers on application will include information relating to products including (but not limited to): technical specifications, designs, drawings, data sheets, images and test results. All information remains proprietary to the manufacturer unless otherwise specifically stated.
10. Limitation of Liability
Unless required by Australian law HeatCo will not be held liable to the website viewer or any third party for any damage caused directly or indirectly as a result of the use of this HeatCo website.
11. Indemnity
You agree to indemnify and keep indemnified HeatCo from any liability or damages incurred as a result of your use of this website.
12. Trade Credit terms
All trade credit accounts remain subject to the Terms and Conditions contained within the HeatCo
Trade Credit Account application.
13. Payment via PayPal and credit card security
Please refer to our Payment Security details outlined separately within the Online Payment Security section.
14. Product Warranties and Returns
Please refer to our Terms and Conditions outlined separately within the Warranties & Returns section.
PRIVACY POLICY
15. HeatCo remains committed to the privacy of everyone who does business with us. Any information collected from customers by HeatCo, including that completed via application forms, will be treated by HeatCo as private and confidential and be managed with the at least the same degree of security and care that HeatCo manages its own commercial information and would expect anyone else to manage our own information.
16. This information is collected in both hard and electronic format via the normal course of our business, including: general correspondence, requests for information, account applications, trading and transaction records, delivery/freight forwarding records and website analytics.
17. Whilst HeatCo retains information in the interests of sound record keeping (excludes credit card details), unless required by law or as requested by the person or entity that the information directly relates to, HeatCo will never otherwise disclose, share or sell any information, personal or otherwise.
18. Whilst HeatCo may add its customer details to a direct mail database, the customer will always be given a simple ‘opt out’ or 'unsubscribe' option to enable them to be quickly removed from such a list.
