Same-day Dispatch I 2-Year Warranty I Expert Support

Returns Policy 

We want you to be satisfied with the product you purchase from us online. If upon receiving it you have a change of heart, we offer a refund or exchange on most items if we are informed within 7 days and the goods are returned to us within 14 days.

Return Eligibility

To be eligible for a return, the item must be unused and in its original packaging. Please retain your proof of purchase (order email) as it may be required for processing your return. 

  1. Faulty or Damaged Goods: If you receive a faulty or damaged item, email [email protected] or call 08 7122 1114 immediately and we will assist you in returning the item and expediting a replacement.
  2. Return of Unused Goods : For items in good working order that you no longer want (e.g. order mistakes or unsuitability), inform us within 7 days and return within 14 days of delivery. The items must be unused, in saleable condition, and include all original packaging and fixings. 
  3. Return for Other Goods: If you have tried a heater or accessory and decided that it does not meet your needs, then we may be prepared to take the item back. However, be aware that there will be a reduced refund based on the item’s diminished value and this decision will be made entirely by the company once the item has been returned and reviewed. We suggest you call us prior to returning to examine the options.  


If you would like to cancel an order that you just processed, please email, or call us immediately to avoid return shipping fees. Cancellations received before shipment will receive a full refund. Orders cancelled after items have shipped will follow our 14 days Return policy and will be subject to return shipping costs. 

Return Process

To initiate a return, contact our Customer Service team at [email protected] with your order number, contact details, and the reason for the return. We will guide you through the return process and, if applicable, provide a replacement or refund. Please note that return shipping costs are your responsibility unless the item is faulty or does not match the description. 


If eligible for a refund, this will be processed using the original payment method, covering the cost of the item(s) purchased and excluding any shipping charges. 

Need help?

If there are still any concerns or questions about our policy, please contact 08 7122 1114 or email [email protected] . 

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Our Location

Infrared Australia
c/o SBH Solutions
3 Ballantyne Street
Magill, South Australia

Infrared Australia