Terms & Conditions of Sale

These terms and conditions of sale are provided by Close Comfort Pty Ltd (ABN 81 128 172 083) (“Coolzy Australia”).

For all customer service enquiries, email us at contact@coolzy.com or alternatively use the Contact Us form here.

1. Stock Availability

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy.

If we are unable to provide all your items at time of purchase, we will contact you to ask whether you would prefer to wait for new stock to be available or a refund.

2. Shipping

We can ship your products to any location with mainland Australia and Tasmania. Please contact us by telephone or email to ask about deliveries to remoter islands that are part of Australia.

Normally your products will arrive at your delivery location between 2 and 7 days after 1 pm, Sydney time on the next business day following your order. Delivery to some remote regional locations might take longer.

Our warehouses operate Monday – Friday during standard business hours, except on national holidays.

In most remote locations, it is best to specify the local freight depot as the delivery address.

Upon dispatch we will send you a consignment number and URL link which enables you to follow the progress of your shipment based on the latest updates by our shipping provider.

We can send products to post office box addresses by Australia Post, however delivery may take longer and tracking may not be available.

2.1 Shipping Cost

We calculate any additional shipping cost during check-out based on weight, dimensions and delivery location. If additional payment is needed it will added to the purchase price when you check out.

*Our Free Shipping Offer is subject to the following conditions:

  • Applies to Coolzy-Pro and Coolzy-Go units only
  • Metro locations are defined on this Metro Postcode Qualification page
  • Accessories are not included in the Offer and cannot be bundled with a unit to achieve free shipping
  • For a small number of remote locations, we will need to obtain a shipping quote and we will contact you to obtain your agreement before confirming the order.
  • Accessories are shipped at an additional cost of $15-$35 per item, depending on item
  • For Regional and Rural orders, shipping is calculated based on weight, dimensions and delivery location. This is done on the Check-Out page. In rare circumstances, (ultra remote locations) orders might need additional payment. In these instances, a Customer Service representative will be in-touch prior to dispatch.

2.2 Changes to delivery address

If you wish to change the delivery address, please contact us before 1 pm, Sydney time on the day you placed your order. If you placed the order after 1 pm Sydney time, you must contact us before 1 pm Sydney time the next business day.

If the goods are in transit, you must contact the selected shipping provider and provide them with the consignment number.

2.3 Products damaged in transit

Please check for any major damage to the packaging when the goods are delivered to you. If there is obvious damage, you should not accept the delivery.

Otherwise, or if you find after delivery that the goods have been damaged in transit, you must contact us immediately or on the next business day.

2.4 Cancellation

We are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched we might be able to have the courier recall the parcel back our warehouse. Failing that, the customer may refuse delivery and the parcel will be returned to Coolzy.

In the scenarios above, a $50 administration fee will be deducted by Coolzy to offset the administration and courier costs.

2.5 Insurance

Our products are insured for loss and damage until delivery is made by our selected transport provider.

If products do not arrive within a reasonable time, we will process a refund or replacement as soon as the transport provider has conducted an investigation and confirmed that the products have been lost in transit.

3. Disposal

At the end of the product’s life, please arrange for the products to be re-used or recycled. We can arrange re-use or recycling if you send us the products, appropriate packaged.


  • Please do not dispose of electrical appliances as unsorted municipal waste. Use separate collection facilities. If electrical appliances are disposed of in landfills or dumps, hazardous substances can leak into the ground water, polluting the food chain and damaging health and well-being.
  • Contact your local government for information regarding the collection systems available in your area.

4. Warranty & Returns

4.1 Returns

If you wish to return a product because it does not meet your needs, you must:

  1. Notify us within 7 days of delivery.
  2. You must pay for the cost of freight to return the item to our nominated warehouse. If returning to our Nedlands office, you must make an appointment first to ensure a Coolzy staff member is there to receive you.
  3. Return it to us in its original condition. Any damage to the product caused by couriers will be the liability of the customer. Will not accept damaged goods for return.
  4. Return the product to us in it’s original packaging. The packaging must not be damaged or marked. This is non-negotiable as the product contains R290 gas and must (by law) be transported in the appropriate packaging which has been properly certified by Australian Standards.
  5. We will provide a partial refund of the product price. A charge of $100 administration fee will be deducted from the refund amount. This fee is used to offset the cost of the original shipping to you (the customer) and to defray the cost of the unit being inspected by an Australian qualified engineer. The inspection is necessary as the unit contains R290 refrigerant gas.
  6. After initiating a Return, you must send us a tracking number of the parcel being returned within 7 days. This is so that we can book the receipt of the parcel with our warehouse. Without this tracking number, your parcel will not be accepted and the courier will return it to you. If you fail to send us a tracking number within 7 days of initiating the Return, then any subsequent returns will be deemed to be outside of the 7 day returns window.

To begin the process of returning your product, please contact us in the first instance by the following method:

We will reply to your request within 1- 3 business days and provide you with advice on how to process your return and notify you on the nearest location to deliver your unit to.

When we receive the returned product, it will be inspected. When our store confirms it was returned in its original condition or packaging, your payment less $100 Administration fee, will be refunded to your nominated bank or card account. We will notify you once completed.

The refunded amount will not include associated costs for delivering the item back to us (per Clause 2 above).

If you purchased the product from one of our authorised retailers, your return will need to be processed with the store you purchased the product from and the unit dropped back to them. 

4.2 Warranty

Visit our Warranty page to register your warranty.

Register your warranty

4.3 Warranty Returns

Our products come with a Warranty for the original purchaser against defects in design, materials and workmanship for a period of 2 years from the date of original purchase. This Warranty is only valid within Australia.

If you think your product is defective, you should contact us as soon as possible. We may require a photograph or video of the product upon which the claim is made. In hard to diagnose situations, we may require the product to be sent back to us for inspection before we can confirm the warranty claim. The cost of return must be paid by the customer however, if the warranty claim is valid, we will reimburse this expense to the customer.

We will arrange to send you a replacement product, or arrange repairs at a mutually convenient location. You, the original purchaser, are responsible for transporting the product to the repair location with appropriate insurance.

Any parts or equipment replaced under this Warranty will be warranted in accordance with the provisions of this Warranty for the remainder of the original warranty period.

The rights given by the Coolzy Australia Warranty (this Warranty) are in addition to the guarantees and rights afforded by the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable consequential loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Upon return receipt of items for warranty claim, you can expect Coolzy to process your warranty claim within 7 days, though in some instances this may take longer.

Once warranty claim is confirmed, you will receive the choice of:

(a) a replacement item sent to you (if stock is available) or;

(b) a partial refund on the original price paid for the item (this amount will be determined by us on a case by case basis)

4.4 Warranty Exclusions

Our Warranty DOES NOT cover:

  1. Damage or problems or unsatisfactory performance caused to the unit by faulty or incorrect external wiring, incorrect power supply, voltage fluctuations, over voltage transients or electromagnetic interference not originating within the unit.
  2. Damage or problems caused by the use of an accessory, component or equipment not supplied by Coolzy Australia.
  3. Damage or problems caused by storm, fire, flood, vandalism, negligence, accidental damage, Acts of God, earthquake, war, vermin, foreign matter entering the unit (e.g. dirt and moisture) or any other outside agency.
  4. Freight charges (including insurance) incurred by the owner in returning the unit to Coolzy Australia or an authorised repair centre, dealer or agent.
  5. In-home or on-site service and any associated costs.
  6. Any consumable items (e.g. batteries) supplied with the unit unless the item is shown to be defective at the time of purchase.
  7. Damage or problems or unsatisfactory performance resulting from operation in an environment where the environmental comfort of humans is not the primary function of the unit.
  8. Damage caused by operation in a corrosive atmosphere or excessive humidity.
  9. Damage of problems or unsatisfactory performance resulting from operations at conditions outside the operating conditions specified in the Coolzy Australia technical or sales literature applicable to the unit.
  10. Damage or problems or unsatisfactory performance resulting from misapplication of the unit.
  11. Damage or problems or unsatisfactory performance resulting from leaking or exhausted batteries.

4.5 Owner’s Responsibilities

The owner is responsible for the correct operation and regular maintenance of the unit as listed below. The correction of any non-product fault or problem is not covered by this Warranty.

  1. Operation and maintenance of the unit in accordance with the operating instructions; as provided with purchase of the unit.
  2. Regular cleaning of the air filters (every 2 weeks) and replacement if damaged.
  3. Replacement of exhausted batteries, in the remote control.
  4. Cleaning of heat exchangers by a qualified air conditioner technician in the event of excessive dust accumulation on the fins and tubes.

4.6 Steps to claim warranty

Owners should do the following, within the applicable warranty period, when claiming warranty:

  1. Stop using the unit entirely and unplug it from any power source
  2. Contact an authorised dealer, agent or Coolzy Australia to report the fault; please provide a detailed description (see contact information below or on front face of warranty card)
  3. Contact us through one of the channels listed above.
  4. Follow instructions provided by Coolzy Australia on preparing and sending unit for warranty assessment. It is your responsibility to ensure adequate packaging to protect the goods in transit to our nominated repair location.
  5. Provide evidence of the original purchase, such as a retailer’s sales receipt, or evidence of payment of an original tax invoice.