Last updated August 2026. These terms apply to every order placed through this website.
These terms of sale set out the agreement between you, the customer, and NSW Hot Water, referred to below as we, us and our. Placing an order or continuing to use this website means you have read these terms and accept them. They exist to make the arrangement clear in both directions: what you can expect from us, and what we need from you.
We may revise these terms from time to time. Revisions take effect as soon as they appear on this page and no separate notice is given, so it is worth reading the current version before you order. The version published here when you place an order is the version that governs that order. Continuing to use the site after a change is published counts as acceptance of it.
We aim to keep the site available and working properly, but we cannot promise uninterrupted access. It may go offline for maintenance or updates, and we are not liable for any period during which the site or part of it is unavailable.
Some features, including order history and account management, need a registered account. Keeping your login details secure is your responsibility. Choose a strong password, do not share it with anyone, and log out when you have finished. Tell us straight away if you think someone else has been in your account, and change the password yourself if you can still get in.
Information you give us through the site needs to be accurate, current and complete. We may suspend or close an account where we believe these terms have not been met.
We do not warrant that the site or its content is free of errors or omissions. Personal information is handled as described under Privacy and Personal Information below.
Prices on this site are in Australian dollars and include GST. Delivery and installation costs are identified separately where they apply. Prices can change at any time, but the price that applies to your order is the one displayed when you place it.
Where a price is wrong because of a technical fault, a data entry error or any other reason, and the mistake is not picked up before your order is confirmed, we may cancel the order and refund anything already paid.
Descriptions, specifications and images are published in good faith and checked where we are able to, but we cannot guarantee every detail is correct. Much of this material comes from manufacturers and other third parties, and we do not accept liability for errors in information supplied to us. Nothing in this clause affects the consumer guarantees set out below.
We will fill your order once it has been placed and paid for. If a product turns out to be unavailable after payment, we will refund it, and we will do that promptly rather than sitting on it.
Where an order covers several items and one of them is held up, we may send what is ready and follow with the rest, or offer a replacement of equivalent price and quality. If you take the replacement and later return it under the returns section below, we cover the return postage. If you would rather not take it and the original cannot be supplied at all, we refund that item.
[PLACEHOLDER — payment methods, pending gateway selection. Draft wording: We accept Visa and Mastercard.] Card details are entered over an encrypted connection and processed by our payment provider. We do not store your full card number.
Orders are delivered to the address given at checkout, anywhere in New South Wales. Some addresses, remote ones in particular, may carry an additional delivery charge or need arrangements made separately. Where that applies we will contact you before the order goes any further.
Deliveries are made by standard road vehicle. If a delivery would need sea or air freight, you are welcome to engage a transport or logistics provider and we will deliver the goods to that provider on your behalf. From that point the arrangement is between you and them, including the cost, the coordination and any damage that happens in transit.
Any delivery estimate we give you is an estimate rather than a guarantee. We cannot be held responsible for delays or losses caused by a carrier, by incorrect delivery details, or by events outside our control. If a delivery does not arrive, tell us and we will open an investigation with the carrier. That takes as long as the carrier takes, and no refund or replacement is issued while it is running.
Goods are delivered to street level or driveway. Moving a system anywhere else on the property is yours to arrange, at your own cost.
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
The change of mind policy below is offered in addition to those rights, not instead of them.
If you simply change your mind, you have 7 days from the date of delivery to return a product. The return is at your expense and the goods need to reach us inside that window, together with your invoice and a completed returns form.
We recommend sending returns by registered post and insuring them for the full value of the goods, because until they are back with us they remain at your risk. Products must come back unused, complete and in their original packaging. Anything that has been installed, damaged, or returned without its packaging is not eligible under this policy.
Some products carry a restocking fee of up to 20%, which reflects what our suppliers charge us. We will tell you the figure before the return is processed.
Approved refunds are paid back to the card or account used for the original order.
An order that has not yet been dispatched can usually be cancelled or changed. Contact us as soon as you can and we will tell you where the order is up to. Once a system has left for delivery, the change of mind terms above apply instead.
A booked installation can be rescheduled or cancelled by ringing the office. [CONFIRM — whether a fee applies where a plumber has already been dispatched or the appointment is cancelled at short notice.]
Installation is arranged right across New South Wales and carried out by licensed and insured plumbers working to Australian Standards. The old system is taken away as part of the job.
The installed prices published on this site are for a standard installation: a like-for-like replacement in the existing position, with reasonable access, and with existing valves and fittings in serviceable condition. Where a job needs more than that, a tempering valve being the common example, the additional cost is set out on the product page and confirmed with you when you book. Nothing extra is charged without being raised with you first.
We are not responsible for pre-existing valves, fittings or pipework that leak or fail during or after an installation. Where an existing component needs replacing, we price that work separately before going ahead.
We may decline an installation, and we may revise the price where the site turns out to be materially different from what was described when the job was booked, particularly where safety is involved.
The details you give us are used to process your order, arrange delivery and installation, handle billing, and register any applicable manufacturer warranty. Incomplete or inaccurate details can delay or cancel an order.
You can ask for a copy of the personal information we hold about you, or ask us to correct it, at any time, in line with Australian privacy law. Our contact details are at the foot of this page.
This site uses cookies to record information about how it is used. That data goes towards visitor statistics and towards improving what the site shows you. Cookies do not carry confidential personal information.
The text, images, product descriptions, layout and design on this site belong to NSW Hot Water or are used with permission. Brand names, logos and product imagery belonging to manufacturers remain the property of those manufacturers. Reproducing any of it, in whole or in part, by any means and in any medium, requires our written permission first.
Content on this site is protected under the Copyright Act 1968 (Cth) and related legislation.
We are not responsible for any infringement of a third party’s rights arising from what a user does on this site.
Other than the consumer guarantees set out above, and any other rights that cannot lawfully be excluded, our liability in connection with any product or service supplied through this site is limited, at our option, to replacing or repairing the goods, resupplying the service, or refunding the amount you paid. We are not liable for indirect or consequential loss.
These terms are governed by the law of New South Wales. You and we submit to the jurisdiction of the courts of that state.
If we do not enforce a right or a provision of these terms on some occasion, that is not a waiver of it and does not prevent us enforcing it later.
These terms are the entire agreement between you and NSW Hot Water in relation to your use of this site, and they replace any earlier version.
If a court of competent jurisdiction finds any provision invalid, illegal or unenforceable, that provision is severed or read down only as far as necessary, and the remaining provisions continue in full force.
Reviews and comments submitted through the site are moderated before they appear. We may decline to publish, or edit, anything defamatory, abusive, off topic, used for advertising, or otherwise unlawful or inappropriate.
Questions about these terms can go to:
NSW Hot Water
info@nswhotwater.com.au
(02) 9722 4500
34/85-115 Alfred Road, Chipping Norton NSW 2170
Licence number 291542C
ABN 42 606 115 600
