Your consumer guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights come from the Australian Consumer Law and apply in addition to any manufacturer’s warranty. Nothing on this page limits them.
Manufacturer’s warranty
HOYA Ondol panels are manufactured by Hoya Hometech. The length and conditions of the manufacturer’s warranty that applies to each product are set out on your quote and in the product documentation supplied with your order. Warranties on other components we supply, such as pipe, manifolds, controls and heat sources, are provided by their manufacturers and are passed on to you.
The manufacturer’s warranty requires that:
- panels are laid to the supplied layout plans, by someone with practical building experience, guided by your hydronic heating installer;
- manifold, heat pump and boiler connections are made by a licensed plumber, and electrical work by a licensed electrician; and
- the system is commissioned and operated within the published specifications and the floor finish manufacturer’s requirements.
These conditions apply to the manufacturer’s warranty only. They do not limit your rights under the Australian Consumer Law.
Damaged, faulty or incorrect goods
Please check your delivery when it arrives. If anything is damaged, faulty, missing or not what you ordered, contact us as soon as possible with:
- your quote or invoice number;
- a description of the problem; and
- photos of the goods and packaging.
We will work with you on a repair, replacement or refund in line with the Australian Consumer Law. Where goods are faulty, we cover the reasonable cost of returning them.
Change-of-mind returns
We are not required to accept returns because you have changed your mind. Please contact us before sending anything back — we will tell you whether we can accept the return and on what conditions. Goods returned for change of mind must be unused and in their original packaging, and return freight is at your cost. Items ordered specifically for your project may not be returnable for change of mind.
How to make a claim
Contact us using the details below. Please do not send goods back without speaking to us first, so we can arrange the right freight and make sure the return is received and processed.
HOYA Ondol Australia
Operated by Australian Sun Energy Pty Ltd, ABN 38 137 709 294
Mount Gambier SA 5290, supplying Australia-wide
Phone: 1300 137 407
Email: [email protected]
If we cannot resolve the problem together, you can contact the consumer protection agency in your state or territory, or the ACCC.