Frequently Asked Questions
Ordering, delivery, returns and warranty. For help choosing a fitting, each category page carries its own questions — start with ceiling fans, downlights or bathroom heaters.
Ordering and delivery
How much is delivery?
Orders of $149 or more ship free anywhere in Australia. Under that it is a flat $12.95 to standard metro addresses. Oversized freight and remote-area deliveries are calculated at checkout, so the figure you see before paying is the figure you pay.
How quickly will my order be dispatched?
In-stock orders leave within 2–3 business days and you get tracking by email when the consignment is collected. Items we order in take longer, and we will tell you rather than leave you watching a tracking page that has not moved.
When should I book my electrician?
After the goods have arrived and you have opened the cartons — never before. A courier running a day late or one cracked diffuser turns into a tradesperson being paid to stand in your hallway, and that cost is not something we can cover.
Can you deliver to a PO Box?
For small items, yes. Anything over 1 metre long or over 20kg cannot go to a PO Box because Australia Post will not carry it, which rules out most ceiling fans, heaters and profile lengths. Give us a street address for those.
What happens if my order arrives damaged?
Photograph the packaging and the item before unpacking further, and contact us within 7 days. With photos a replacement is usually moving within the week. Without them the carrier normally declines the claim, which slows everything down.
Can I return something if I change my mind?
Yes, within 30 days of delivery, provided it is unused, uninstalled and in its original packaging with all the fixings. You pay the return freight and we do not charge a restocking fee. Email us before sending anything back so we can match it to your order.
Do I pay to return a faulty item?
No. Faulty, damaged or incorrectly supplied goods are our cost both ways, and that applies to clearance and sale stock exactly as it applies to full-price stock.
Can I cancel an order after placing it?
If it has not been dispatched, yes, in full and with no deduction. Once it is with the courier it becomes a change-of-mind return, so tell us quickly.
Who do I contact about a warranty claim?
The manufacturer handles warranty directly, and each brand runs its own process. Our warranty page lists who to contact and what to have ready — we will supply your proof of purchase and point you at the right form.
Do you offer trade pricing?
Yes. Tell us what you are pricing — how many of what, the site type and the timeframe — and we will quote it properly rather than sending you to the retail page.
Can you get a product you do not list?
Often. We carry more than we list, and we can order across Martec, MDA, Domus, Havit, Cougar, CLA, 3A and Oriel. Send the brand and model number and we will confirm availability and price.
Are you an Australian business?
Yes — Australian owned and operated, shipping from Australia, with Australian-supplied stock built to Australian standards. ABN [ABN].