Terms and Conditions

On behalf of the team at Duo-Therm Pty Ltd (henceforth "Duo-Therm), we'd like to thank you for your interest in our products.

Our goal is to make your online shopping experience with us as easy and enjoyable as possible.

Hours of Operation
If you would like any information regarding pricing, products or order status please contact our Sales Team on (02) 8448 8118, between 8.30am – 5.30 pm AEST Monday to Friday (excluding New South Wales public holidays.  Alternatively, you may email us at any time at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and a member of our sales team will get back to you usually within 24 hours.
Prices
Duo-Therm offers you competitive pricing on our products. When buying in Australia GST will be added to the cost of the good when you check-out.  Shipping costs are included in the cost of the goods.
Duo-Therm reserves the right to change prices for products displayed on the Duo-Therm website at any time.
Purchases are billed in Australian Dollars.  Any customers outside of Australia need to contact Duo-Therm for quotations and payment options.  
Payment Options
Payment can be made either by PayPal, Electronic Transfer, Credit Card or by sending your Cheque made payable to Duo-Therm Pty Ltd to:  P O Box 538, Five Dock, NSW, 2046.  Please note that items paid by cheque will incur a delay in dispatching due to the waiting period for clearance of the funds. Some credit cards have daily spending limits that may delay the processing of your order. To enquire about your spending limit, please contact your credit provider or financial institution.  Duo-Therm cannot ship an order until payment has been approved.
Duo-Therm must receive your payment within 10 calendar days or your order will be cancelled. You order will be processed within 48 hours of receiving funds which have been cleared. NOTE: Duo-Therm will never ask for your credit card details by email. Please do not email us your credit card details under any circumstances.

Product Availability
Every effort is made to ship your order within 2 business days.  However circumstances beyond our control may cause a delay. If an extended delay occurs, Duo-Therm will contact you via email and provide a revised shipping estimate.
Duo-Therm reserves the right to discontinue products without notice.

Product Warranty
All Duo-Therm reusable heat and ice packs sold on this website are brand new, and carry a 12 month product warranty against manufacturers’ defects.
Please Note: Normal wear and tear, misuse, neglect voids any warranties, expressed or implied.
Return and Refund Policy
If you are not satisfied with the purchase of your Duo-Therm products please call Duo-Therm Sales on +61 2 8448 8118 to lodge a Refund or Return request within 10 days of the receipt of the product. Your request will be considered and if successful, you will be issued with a Return Authorisation Notice.
If the item is returned in the original packaging, we will exchange it for you or offer a refund based on your original method of payment.
The product must be returned to Duo-Therm with a copy of the Return Authorisation Notice within 10 business days of the authorisation of the Refund or Return request. All products must be packed in the original packaging, including any accessories that shipped with the product.
PLEASE NOTE:  Duo-Therm does not permit the return of or offer refunds for the following:
1.    A product that has been configured to your specifications i.e. supplied as branded or cut to size sheet.
Please do not send us any items you wish to return without consulting us first. We will not refund or accept the return of any product that does not have an accompanying Return Authorisation Notice.
If your return is not due to Duo-Therm’s error, we will deduct shipping costs from your refund.
PLEASE NOTE: Duo-Therm recommends that you:
1.    Use a carrier that offers shipment tracking for all returns
2.    Either insure your package for safe return to Duo-Therm or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit.
If you choose not to follow both these recommendations, you will be responsible for any loss or damage to the product during shipping. Please enquire with your carrier about the waiting period for activating a tracking search for lost shipments to ensure that you do not invalidate the terms of refund or return.
Carrier charges for returning product are the responsibility of the purchaser.

Proof of Purchase
Duo-Therm will send you a confirmation of your order via email i otherwise you will receive a confirmation of your order by regular mail when your order is shipped.
Sales Tax
Orders purchased and shipped within Australia will attract 10% GST. International orders will not attract GST. The Proof of Purchase that Duo-Therm mails to you will include any applicable sales tax.

Shipping Details
Duo-Therm offers domestic and international shipping by Australia Post. The shipment date of your order is usually within 2 business days, and does not include transit time. Payment processing will begin when we receive all the necessary information required for the order.
Please allow 3-4 days for delivery within Australia, or 3-4 weeks for overseas orders.
Orders placed on the weekend or on a holiday will not begin processing until the next business day. Business days are Monday through to Friday, excluding Australian public holidays.
Please Note: Title and risk of loss to all products will pass to you upon delivery.

Other Terms and Conditions
Duo-Therm is not responsible for typographical errors and reserves the right to change the terms and conditions of Sale and Return at any time. Duo-Therm will update this Sales and Returns Policy as its policy changes, so we advise you to keep checking back at this page for further updates.

All sales from the Duo-Therm website are governed by the laws of New South Wales and Australia, without giving effect to its conflict of law provisions.
No Duo-Therm employee or agent has the authority to vary any of Duo-Therm’s policies or the terms and conditions governing any sale.
You can contact us on:

Duo-Therm Pty Ltd
PO Box 538
Five Dock   NSW  2046
Australia
Phone: +61 2 8448 8118  or This e-mail address is being protected from spambots. You need JavaScript enabled to view it

ABN 77132965283

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