About HeatCo

About Us

The business of Heatco Australia Pty Ltd  ABN 16 613 418 518 ("HeatCo") commenced in 2015. We are an Australian eCommerce business serving both retail and trade customers throughout Australia in the electrical heating industry. 

HeatCo is headquartered in Melbourne, VIC and is based online with product distribution run out of our two Melbourne Logistics Centres. Some of our Australian product range is serviced from our New Zealand operation.

HeatCo has its foundations in the trade as the owners/founders came from electrical contracting. Underpinning HeatCo's success formula is the rare combination of experience with cutting edge sales and marketing technology and customer connectivity, supported by good old fashioned trade based product knowledge, know-how and technical support.

HeatCo also operates a sister business in New Zealand run under Heatco NZ Ltd, headquartered in Warkworth, North Auckland.

Our History

The business of HeatCo commenced in 2015 with the Principals operating as the Australian licensee/distributor for an established New Zealand brand of heating products that emanated from an industry association going back to the 1980’s.

It was quickly determined that the traditional distribution model that the heating brand was built on in New Zealand since the 1960s was outdated and unsuitable for establishing in Australia. With the eCommerce model proving successful under a market trail, HeatCo quickly became the largest customer in Australia for the original heating brand under license.

In 2018 HeatCo opened operations in New Zealand through sister company HeatCo NZ Ltd  www.heatingco.co.nz

In 2019 HeatCo is developing its business in Papua New Guinea and the Pacific Islands region through sister company GenEx Pacific.

The HeatCo Difference

GO DIGITAL - MISSION CRITICAL INFORMATION DELIVERY. 
HeatCo are totally digital so that our unique product range is quickly, effectively and consistently represented and supported to the highest possible standard across Australia, to all Australians. HeatCo operates within the unwritten eCommerce critical performance parameters including bandwidth speed, click limits and search optimisation.

RESPONSIVE IS OUR REPUTATION. 
Our team personally answer all customer enquiries (especially email), normally within 15 minutes.

TRADE QUALITY PRODUCTS & TECHNICAL SUPPORT.
Because our founders came from electrical contracting we know good products when we see them and the best brands to promote - also inferior products to avoid. A product cannot just look good, it has to be well made, have good reliability and install efficiently.

Because of our experience with the installation of our products we can provide customers with fast, qualified installation and technical support - you are not just deferred to another department or handed a tradies business card - we are the tradie.

TIME IS MONEY.
Because we came from electrical contracting, we understand that there is no money in tradies driving around wholesalers or showrooms looking for materials. This is why we have ensured HeatCo product listings allows product information and familiarity displayed on your screen as good as pulling the product out of the carton - and instant access to online trade pricing - with shipping direct to site.

THE MAN WHO RUNS THE STORE, OWNS THE STORE.
HeatCo is an international business but not corporate and we operate clear lines of communication and accountability. How our customers perceive us and remember their product experience is something we hold personally.
All customer service needs are swiftly expedited at a local owner operator level, not through a myriad of faceless call centres in a faraway place.

MINIMISING TYRANNY OF DISTANCE IN AUSTRALIA.
Because our online store is coupled to our all-inclusive Toll / StarTrack / Fastway national door to door delivery service, we make our products easily and seamlessly accessible to all customers, anywhere in Australia.  

New Products

The HeatCo team sources from around the world innovative new products. HeatCo is regularly updated with the best available in each category. New product ranges are continuously being researched.

Trade Customers

We sell to both the retail consumer and to trade contractors.
We will quote for specific project quantities.
Trade based customers should register their business via our TRADE CENTRE portal to immediately receive trade based pricing.

Customer Feedback

Whilst our reputation sees that we have no need to solicit customer testimonials, we do run a live customer feedback stream displayed via our product listings. This speaks for itself and is just copied verbatim from our customer communications in the normal course of business.

Feel free to browse our online range and please contact us if you have any further queries.

So, welcome and thanks for visiting HeatCo Australia. You're in good hands now.

WEBSITE SECURITY

This HeatCo website is secured with a SHA-2 256bit SSL encrypted connection meaning that any information you view or share through the website is completely secure.

This website and its domain also carries independently validated website domain security certification, ensuring that it meets standard international online protocols, including the requirements of the international PCI Data Security Standard.

ONLINE PAYMENT SECURITY

All customers have the option to pay directly online using their credit card via worldwide payment facilitator PayPal who facilitate all HeatCo online transactions. 

We can also take your order and credit card payment just as easily over the phone.
We can also accept a bank direct credit if you prefer. 

All customers will receive 3x separate notifications by email for their purchase via PayPal: 

• Receipt from PayPal confirming your credit card payment
• Despatch notification and courier tracking information 
• HeatCo Tax invoice

The PayPal confirmation receipt of payment emailed to you should be treated as confirmation that your order has been received by HeatCo.

It remains the customers responsibility to ensure that all customer/shipping/contact details are entered correctly and in full. If any details required are omitted the order/payment will still be accepted but the despatch will held until the correct details are obtained.

Customer credit card details are not retained by either HeatCo or PayPal once a transaction is completed.

As PayPal are an associate provider to HeatCo, they are an independent business and all transactions via PayPal are required to be transacted in accordance with PayPal own terms and conditions.

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.   

ORDER CONFIRMATION & ONLINE PAYMENTS

HeatCo offers all customers the option to pay for products via worldwide payment facilitator PayPal. 

All customers receive 3x separate notifications by email for their purchase: 
1. Receipt from PayPal confirming the credit card payment 
2. Despatch notification and courier tracking information 
3. Tax invoice

The PayPal receipt for payment should be treated as confirmation that your order has been received by HeatCo.

Customer credit card details are not retained by either HeatCo or PayPal once a transaction is completed.

It is the customers responsibility to ensure that all address and contact details are entered correctly at order confimation. If any required address or contact number is omitted, the order despatch will held until the correct details are secured.

All orders are loaded for despatch the same day as they are received. Exceptions can apply where demand is heavier than usual and despatch is delayed by a day.

SHIPPING

HeatCo operate a full door to door Australia wide shipping service for all products. 

Because shipping costs vary considerably around Australia depending on the destination, the shipping is quoted and added separately at checkout.

All shipments are routed nationally via either Aramex, Star Track or Toll. Which freight company is determined by the size of the shipment and the destination. 

HeatCo despatches out of two stores in Melbourne.
Some shipments may be despatched from our New Zealand operation and there is no delay or extra charge if shipping from New Zealand. 

All shipments are despatched via a 'Track and Trace' service as standard.
You will need to advise us if you require an additional 'signature required'. Otherwise all goods will be left at the customers specified delivery address.

Every shipment is individually checked by us prior to despatch. Risk of any damage or loss passes to the customer at the point the courier leaves the shipment at the customers specified delivery address.

For any faulty product requiring return, we will arrange the return shipping for you.

Whilst HeatCo requires that the freight companies it uses expedites all customer deliveries without undue delay and with proper care, they are independent providers to HeatCo and their service performance is ultimately beyond our control. HeatCo can provide a likely delivery lead time based on prior experience, but a precise delivery date and time cannot be guaranteed.

TRADE PRICING

HeatCo Australia offers trade pricing to contractors including Electricians, Plumbers, Builders, Developers and Project Managers.

All trade customers are required to register their business via our TRADE CENTRE portal to receive trade pricing.

All pricing (including trade pricing) is on the basis of a cash sale transaction.

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.