How do I return faulty goods?
For hot water heat pumps and air conditioning
Step 1.
Contact your installer
Contact your hot water heat pump or air conditioning installer. Emerald is a manufacturer only, and unable to visit your property to check for any faults. Your installer is your first point of contact if you are experiencing any issues with your Emerald solutions.
Step 2.
Contact Emerald support
If you have contacted your installer and still need support you can contact Emerald Customer Support via our support centre. Fill in the support form with as many details as you can to support us on your faulty good return request and provide aa proof of purchase.
For Smart Tech
Step 1.
Review our support centre
Emerald Smart Tech, including LiveLink, AC Link and Electricity Advisor Emerald all fall under our smart technology category. You can find technical support and FAQ’s at our Support Centre that can walk you through how to fix any problems with your smart technology.
Step 2.
Contact Emerald support
If you have reviewed the relevant pages at our support centre and your query has not been resolved, you can contact Emerald Customer Support via our support centre. Fill in the support form with as many details as you can to assist us on your faulty good return request. A proof of purchase will also need to be submitted.
Refund exclusions and change of mind
If you are not satisfied with your purchase, you may return it for a refund (excluding shipping costs and at your own cost) if:
- you return the goods within 14 days from the date they were delivered;
- the items are in original, unused condition and in the original packaging;
- you are the original purchaser of the goods from us;
- you provide proof of purchase of the goods (eg order number, receipt, invoice).
Return procedure for change of mind for Smart Tech
- Contact Emerald Customer Support via our support centre and we will provide you with a returns form to complete, and details on where to return your goods to.
- We will notify you by email once we have received the returned goods.
- Within 10 business days of receipt of the returned goods, we will conduct an inspection and notify you:
- that your return for change of mind has been accepted or rejected;
- if accepted, the total amount that will be refunded.
- Refunds will be made to your original payment method or account used to pay for the goods.
Excluded change of mind items
All sale items cannot be exchanged or returned unless defective.
Hot water heat pumps and air conditioning units cannot be returned to Emerald (the manufacturer) due to a change of mind. Please speak to your installer to discuss your options and their refund policy.
Shipping costs
We do not refund shipping costs for returning goods for change of mind.
We will provide a refund for shipping costs for defective items. Full refund is subject to our product team confirming the product is defective. Please contact the support centre first before sending faulty products for a refund.
Warranty Policy:
All returns of products manufactured by Emerald are subject to our Warranty Policy. For products purchased through a qualified installer, they will be your first point of contact for any faults or returns. Emerald will only become involved if the issue is determined to be a warranty matter that cannot be resolved by the installer. Please note that products obtained from third-party sellers may be subject to the seller’s own policies. Under the ACL, your rights are protected, regardless of the purchasing channel.