DELIVERY
Order Confirmation
After placing your order with Heatray, you will receive an email confirmation. Subsequently, you will receive a second email with either the delivery tracking details or collection information if you have opted to collect from the Celmec warehouse.
Delivery Lead Times
Depending on your location, delivery will be within five (5) to ten (10) business days for items that are "In stock". Delivery to remote areas may take longer but our aim is to deliver your order as quickly as possible. Please note that some products are made to order and may incur an additional lead time. Please check the relevant product page for specific lead times.
Heatray delivers Australia-wide.
Delivery Services - Courier
All Orders will be delivered via Courier and costs will be calculated based on volume and distance in the checkout. Please note for delivery of bulky items to remote areas, we may be required to obtain a quote separately, please contact us directly to place your Order.
Please note that a signature will be required upon delivery at the nominated address. Delivery will occur between 9:00 am and 5:00 pm Monday - Friday and we are unable provide an exact time or call prior to delivery.
If an exact time or call is required prior to delivery, we recommend contacting us at info@heatray.com.au to organise a special delivery service. Special delivery arrangements may incur an extra fee.
Your Shipping Address
Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you.
The delivery address must be an address within Australia and cannot be a PO Box or Freight Forwarding Location.
Before we can despatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.
Warehouse Pickup
All Heatray products can be picked up by the customer from the Celmec Warehouse (19 Simpson Street, Moorabbin VIC 3189). Please allow 2-5 days for stocked items, made-to-order production lead times still apply for your items to be ready for collection. You will receive an email confirmation on the day it's available for pickup. This collection option can be selected at checkout. You will receive a separate email with further instructions on how to collect the order once ready. Please do not go to the collection point until you have been notified by our team that it's ready. The customer is responsible for arranging an appropriate vehicle to collect the items. Once the items are loaded and collected at the pickup point, Heatray is no longer responsible for any transit issues.
Authority to leave
To be selected only if the courier can be given authority to leave in case the item cannot be signed for. Heatray takes no responsibility for items that are left at the premise if this shipping option is selected. Please advise in the instructions section of the checkout where the courier should leave the item.
Insurance
Heatray will cover the insurance of your purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Heatray and transfer of responsibility in the same way.
RETURNS
Please choose carefully as refunds are not provided for change of mind or incorrect selection. We recommend you carefully preview any orders before proceeding with your order. If you make an error please contact our Team immediately for assistance.
Change of Mind
Please choose carefully as refunds are not normally provided where you have simply changed your mind or made a wrong selection. However, we do offer exchanges or store credit for items returned within 14 days, provided they are in new, unopened condition with original packaging, and you can present proof of purchase (e.g., your receipt).
Visit our Terms and Conditions page, or send us an email at info@heatray.com.au for all return enquiries.
Goods Damaged in Transit
If any goods arrive damaged, please contact our team as soon as possible or within 48hrs of receiving delivery. Heatray will arrange to have the damaged goods returned to Celmec and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.
Returns and Repairs
Goods must be returned within a reasonable timeframe. This timeframe may vary from product to product and may depend on the type of product you purchased.
If any goods cannot be easily returned to us, due to their size, the fault or because they have been affixed or installed in your premises, please contact us and our team will provide further instructions.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer's reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer's warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.
Faulty Goods
If you believe there is a fault with your product please email us at info@heatray.com.au with the order number, a detailed description and images to support your claim, and our team will provide further instructions.
For more details, please refer to our Terms and Conditions page.
Contact us
Where you have any questions or concerns relating to your Order, please immediately contact our Team.