Returns and Refunds Policy

Returns & Refunds Policy

At Platinum Heating & BBQs, we are committed to providing high-quality Weber BBQs, fireplaces, and heating products to our customers throughout the Sutherland Shire and beyond. We want you to feel confident when purchasing from us, which is why we follow clear and fair returns, exchange, and warranty guidelines in line with Australian Consumer Law (ACL).

Change of Mind Returns

Because many of our products are classified as large appliances or special-order items, we are unable to offer refunds for change of mind on:

  • Weber BBQs
  • Gas, electric, and wood fireplaces
  • Weber accessories
  • Fireplace components or parts
  • Installation bookings

If you are unsure about sizing, clearances, installation requirements, or product suitability, our team is always happy to provide expert advice before you purchase.

Installation & Service Bookings

a deposit is required for installation or service work secure your booking time. A minimum of 48 hours’ notice is required to reschedule.

Cancellations with less than 48 hours’ notice may incur a fee. 

Faulty or Defective Products (Australian Consumer Law)

You are entitled to a replacement or refund if a product has a major failure, and to have the goods repaired or replaced if the product has a minor issue.

A product is considered faulty if it:

  • Arrives damaged
  • Fails to work as intended
  • Has a manufacturing defect

If you believe your item is faulty, please contact us with:

  1. Proof of purchase
  2. Photos or videos of the issue
  3. A description of the fault

We will assess the claim and work with the manufacturer (such as Weber, Rinnai, Escea, Regency or Lopi) to arrange repair, replacement, or warranty processing.

Warranty Claims

All Weber BBQs and heating products sold by us are backed by the full Australian Manufacturer Warranty.

Warranty periods vary depending on the product. If you need support, we can assist with:

  • Weber warranty claims
  • Gas & electric fireplace warranty enquiries
  • Replacement parts
  • Service or maintenance bookings

Returning an Item

To return a product under warranty or due to fault:

  1. Contact our team at sales@platinumheatingandbbqs.com.au or 95240123
  2. Provide your order number and details of the issue
  3. We will advise next steps — return, assessment, repair, or replacement

Please note: products must be returned in their original condition, where reasonable.

Incorrect or Damaged Delivery

If your order arrives damaged or incorrect, notify us within 48 hours so we can resolve the issue promptly.

Please take photos of:

  • Product packaging
  • The damaged area
  • The shipping label

This helps us lodge claims with couriers or suppliers quickly.

Non-Returnable Items

For safety and hygiene reasons, the following cannot be returned unless faulty:

  • Installed fireplaces
  • Used Weber BBQs
  • Clearance or discontinued items
  • Custom or special-order products
  • Gas components or accessories that have been installed

Our Commitment

We aim to make your experience with Platinum Heating & BBQs seamless from purchase to installation. Our goal is always to provide honest, transparent service and fast resolutions.

If you need help with a return or warranty claim, please reach out — we’re here to support you.

sales@platinumheatingandbbqs.com.au OR call us on 95240123

Caring for the Sutherland Shire with premium Weber products and expert fireplace servicing.

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