Refunds and Returns
Refund Policy
Highland Fires & BBQs deal in heating appliances typically ordered in especially upon placement of a customer’s
order/deposit. No refund will be provided for goods that are ordered in specifically for customers or for custom made orders. We will not normally accept the return of goods or provide a refund due to change of mind or incorrect selection.
Where we do accept a return, cancellations will incur a 25% restocking / cancellation fee plus the cost of shipping back to our distributor. This amount will be deducted from a refund or store credit. The return of goods to us is at the customer’s own cost and risk, or the cost will be charged for if arranged through us.
Shipping Policy
After receiving your order and payment we will ship as soon as possible. Most of our products come from third party suppliers and different timings may apply. We will contact you within 1 business day from order detailing the lead time of your order. We will notify you ASAP if any item is out of stock and you will have an option to cancel your order.
All invoices must be paid in full before dispatch of goods. All items remain the property of Highland Fires & BBQs until full payment is received. We can offer short-term storage in our warehouse (maximum 6 weeks from time of order) prior to delivery if requested. Longer term storage is usually not possible given warehouse limitations. Customers will be asked to take delivery at this point or be charged storage fees of up to $200 per month.
Highland Fires & BBQs offers two delivery services:
Highland Fires offers its own in-house delivery service for deliveries within approximately 200km of Bowral NSW 2576. Outside of these areas we use third party couriers such as TNT. The service offered to you is at our discretion.
Standard in-house delivery provides on-ground delivery to an accessible point on your property, undercover if possible. It does not include inside delivery, packaging removal, or assembly. As a fire appliance is a large and heavy object a standard delivery is to a flat, external surface, eg, garage, carport, pathway, veranda, etc. When discussing delivery with us please advise accurately of any difficulties. This includes stairs, narrow entries, uneven ground, mud, slope, steep driveways, building sites etc. If the situation is not accurately described and the delivery is deemed to be too difficult or dangerous, you may be liable for extra charges for redelivery and/or the cost of an extra person/s or equipment to assist. We will endeavour to deliver to you at a date that will suit you, however longer distance deliveries may need to be combined with others for cost efficiency, we will discuss this with you prior to confirming a delivery date.
Where we use third party couriers to residential addresses, delivery is by tailgate. This service is to the front gate or kerb and does not include delivery to any part of the property. For deliveries shipped by courier, to minimise your cost our default position is to authorise the couriers to leave the goods in a safe location should you not be available on delivery. We recommend specifying a location with us prior to shipping. Once goods are with the shipping company, we are unable to control arrival times. If you have any trouble with a delivery, please contact us and we will do everything we can to assist.
IMPORTANT – If there are visible signs of damage to the packaging on arrival write ‘damaged’ instead of signing for the delivery, this will make returning the product much simpler. Please ensure that you check your order within 48 hours of receipt. If you have received a damaged, faulty or incorrect item please contact us by phone or email, including photographs of the item. We ask for this information and photos during this period to ensure that we can offer repairs or replacements if necessary. Warranties will remain in place and will be honoured for any covered issues.
