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30 Day Money Back Guarantee

KALORA manufacture some of the finest wood heaters in the world and our products are guaranteed to give 100% satisfaction in every way. If you purchase a KALORA wood heater online and for whatever reason you change your mind don’t worry, the team at KALORA provide the following 30 Day Money Back Guarantee.

When you make an order with us, this 30 Day Money Back Guarantee and the Trading Terms published on our website (jointly described as the “Terms”) apply to your order and your relationship with us.  These rights are in addition to any statutory rights which you may have.

The Terms may be varied by us from time to time. When you place an order with KALORA, you are agreeing to the Terms then published on our website and in force as of the date of your order.  Continued ordering indicates your agreement to the Terms as amended from time to time as published on our website.


We expect that you will be delighted with your purchase.  However if you wish to return the products you must return them in accordance with the Terms.  In regard to returns, the requirements are as follows –

  • the products must be returned in their original condition and with the packaging with all accessories and contents;
  • the products must be delivered to the KALORA distribution centre or point of departure as determined by KALORA;
  • before returning products you must first contact KALORA by telephone or email to give details of your intended return of products;
  • you may only return products within 30 days of receipt of the products by you (the “Return Period”);
  • you must supply proof of payment or order from KALORA;.
  • you must pay the return postage or delivery costs;.
  • you must supply your contact details, mailing address, telephone number with the returned products and provide a BSB and Account number for the refund or indicate that you would prefer a cheque;
  • you may elect to take a credit note in exchange for a refund;


  • KALORA reserves the right to refuse to accept products that arrive COD or have More To Pay stamped on them; or
  • at KALORAs absolute discretion, any products received COD or stamped More To Pay may be deducted from your refund;
  • any refund may take up to 28 days to process.
  • you are responsible for any products lost in postage (we recommend that you insure them).

Warranty Repair Policy

If you are returning any products for which you claim a right to repair or replacement they must be done so within the time of the Warranty Period. 

The ”Warranty Period” is  the period of 12 months in relation to parts and 15 years in relation to any firebox, commencing from the date of sending of the products by KALORA (“the Warranty Period”),

Before returning the products under the this policy or any other policy you must first contact KALORA by telephone or email to give details of your intended return for repair or replacement. The products must be delivered or sent to KALORA in the manner stated in the Return Policy stated above with the addition of the following –

  • You must also provide a brief description of the problem/s you have with the products.
  • Where the repair or replacement liability is accepted by KALORA, then KALORA may, its absolute discretion, either (i) repair or replace the products or (ii) refund the purchase price to you, including reasonable costs of return postage by you.

KALORA warrants as follows, in addition to any warranties implied by law –

  1. During the Warranty Period, KALORA will replace or repair any defective products without charge so long as the damage does not arise from:
    1. improper adjustment, calibration or operation by you;
    2. the use of accessories including consumables, hardware, or software which were not manufactured by or approved in writing by KALORA;
    3. any contamination or leakages caused or induced by you;
    4. any modifications of the good which were not authorised in writing by KALORA;
    5. any misuse of the good by you or anyone for whom you has legal responsibility (including a minor);
    6. any use or operation of the good outside of the physical, electrical or environmental specifications of the products;
    7. inadequate or incorrect site preparation;
    8. inadequate or improper maintenance of the products; or
    9. where installation or modification has been completed by a non-authorised installer of KALORA products.
  2. You acknowledge that:
    1. prior to ordering of the products you conducted a thorough examination (such as is possible) of the products via the website; and
    2. no warranty, condition, description or representation in relation to the products is given by KALORA, expressly or impliedly except as provided in the website or other published material of KALORA or by these terms;
    3. all warranties, conditions, guarantees and terms in relation to the state, quality or fitness of the products and of every other kind whether expressed or implied by use, statute or otherwise are excluded;

    subject always to any statutory rights (including under the Australian Consumer Law).

  3. The law implies terms, conditions, warranties or guarantees (“Prescribed Terms”) into contracts for the supply of products and prohibits the exclusion, restriction or modification of certain terms, conditions, warranties or guarantees. Some Prescribed Terms permit a supplier to limit its liability for a breach of the prescribed terms. Except as provided by prescribed terms:
    1. the liability of KALORA in respect of a breach of a Prescribed Term relating to the products or any part of the products is limited at the option of KALORA to the replacement or repair of the products part thereof or payment of the cost of repairing or replacing the products or any part of the products or return of the purchase price of the products;
    2. in these conditions you do not have, under any circumstances, any cause of action against or right to claim or recover from KALORA for, or in respect of, any loss or damage of any kind whatsoever, caused directly or indirectly by:
  4. any defect in material or workmanship of, or any other defect whatsoever in, or unsuitability for, any purpose of the products or any part of the products; or
  5. any default or negligence on the part of KALORA or of any employee, contractor or agent of KALORA or of any person for whom has legal responsibility relating to the supply of, or otherwise concerning products or any part of the products.
  6. KALORA is not liable to you in contract or in tort arising out of, or in connection with, or relating to:
    1. the performance of the products or any breach of these Terms;
    2. any fact, matter or thing relating to the products; or
    3. any error (whether negligent or in breach of contract or not) in information supplied to you or a user before or after the date of your use of the products subject to any statutory obligations (including under the Australian Consumer Law).
  7. These terms and conditions supersede and exclude all prior and other discussions, representations (contractual or otherwise) and arrangements relating to the supply of the products or any part of the products including, but without limiting the generality of the foregoing, those relating to the performance of the products or any part of the products or the results that ought to be expected from using the good.
  8. The total liability of KALORA for loss or damage of every kind:
    1. whether arising pursuant to these Terms; or
    2. out of or in relation to the products, their sale, delivery or the way they behave, in tort or contract or in any other cause of action; or in any other way whatsoever,

    is limited to the amount paid by you to KALORA under these Terms at the date when such liability arises subject to any statutory rights of you (including under the Australian Consumer Law).

  9. To the extent permitted by the Australian Consumer Law and relevant state legislation, the sole obligation of KALORA under these Terms is to use its best endeavours to provide the products or to repair the products or repair or replace (at KALORA’s discretion) any part of a good which is found to be defective during the period of warranty and in no event shall KALORA be liable for any other claims or damages including, but not limited to, claims for faulty design, negligent or misleading advice, damages arising from loss or use of the products, and any indirect, special or consequential damages or injury to any person, corporation or other entity.
  10. If any products supplied pursuant to these Terms are supplied to you customer as a ‘consumer’ of products within the meaning of that term in the Australian Consumer Law as amended or relevant state legislation the consumer will have the benefit of certain non-excludable rights and remedies in respect of the products and nothing in these Terms excludes or restricts or modifies any condition, warranty, right or remedy which pursuant to the Australian Consumer Law or similar legislation is so conferred. However, if the good is a good not ordinarily acquired for personal, domestic or household use or consumption, pursuant to s 64A of the Australian Consumer Law and similar provisions of relevant state legislation KALORA limits its liability to payment of an amount equal to the lowest of:
    1. the cost of replacing the products or supplying equivalent products;
    2. the cost of repair of the products;
    3. the cost of having the products repaired or replaced.
  11. KALORA is not liable for default or failure in performance of its obligations pursuant to these Terms resulting directly or indirectly from acts of God, civil or military authority, acts of public enemy, war, accidents, fires, explosions, earthquakes, floods, the elements, strikes, labour disputes, shortage of suitable parts, components, materials including ink, chemicals and paper, labour or transportation or any other cause beyond the reasonable control of KALORA.
  12. KALORA is not responsible for any loss caused by an error or defect in the products or errors or faults caused by any other good or part supplied by any person.

Cancellations prior to delivery by KALORA

If you have placed an Internet or phone order that you wish to change or cancel, please contact Customer Service at 03 5792 2388 8am-4pm EST Mon-Fri.   You may cancel an order at any time within 24 hours of the placing of the order without charge.

Once 24 hours has elapsed since the making of an order, the 30 Day Money Back Guarantee policies and terms apply.

Delivery Terms

Free Shipping

All Kalora wood heaters and accessories are shipped free when:

  • The delivery address has 24 hour access to an onsite forklift.
  • Residential customers are prepared to collect the products from the carriers nearest transport depot.

A 3rd party vendor has been contracted to perform your delivery service. In order to ensure that your delivery is successful, your participation is needed. Below are answers to commonly asked questions about KALORA deliveries:

When will I receive my delivery?

In the shopping cart, you will receive an Estimated Delivery Date. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery post code. Our system calculates this estimated date considering the total amount of time to process your order including: packaging, transit time to the delivery provider, and transit time to the delivery address.

When placing your order, we consider these factors when calculating the Estimated Delivery Date:

Order Processing: The amount of time it takes for us to prepare your order for shipping. This typically takes 2 – 3 working days however, some orders may ship within as few as 24 hrs and some may take up to 5 working days.

Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.

Deliveries will be made between the hours of 8am and 5pm on the first available delivery day.

How to prepare for your delivery?

The Delivery Company has been contracted to perform the delivery service to the nominated delivery address. If the delivery cannot be made to this location product will be returned to the nearest depot for collection.

Who needs to sign for my delivery?

Either you or your representative, that is 18 years of age or older, must be present to receive the merchandise at the nominated delivery address. If no one is available to receive the delivery, a re-delivery fee may be applied to your order. This agreement is with you and KALORA. Neither KALORA nor the 3rd party Delivery Company that has been contracted by KALORA to perform the delivery will be held responsible if you decide to hire a 3rd party contractor to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.

What am I responsible for upon delivery?

Please be sure to sign the Delivery Order Note in the presence of the Delivery Company representative to indicate your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please retain the item(s), indicate the problem on the Delivery Note and contact us at 03 5792 2388 within 24 hours of your delivery. A signed delivery receipt, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition. For any other problem with your order, please refer to our return policy.

What additional fees may apply?

There may be circumstances that require additional payment by you if the conditions mentioned have not been met or you require special services outside of our standard delivery.

[For example, if you need a specified time window, your address does not have a forklift, you were not available for your scheduled delivery, delivery not made due to unsafe conditions, not indicating missing pieces on the delivery note, etc.]

A $30 freight charge applies to wood heaters shipped to Tasmania, Western Australia, North Queensland and some Remote Areas

A $10 freight charge applies to accessories when shipped to Tasmania, Western Australia, North Queensland and some Remote Areas when not with a wood heater

Freight carriers will charge an additional fee for deliveries that require a tailgate to deliver products. The receiver will bear any additional charges associated with the delivery and unloading of products where a forklift is not available.

Delivering to a Freight Forwarder?

In order to ensure that your delivery is processed as quickly as possible; please contact us by calling 03 5792 2388. Please indicate to the customer service representative that your order will be delivered to a freight forwarder. Additional delivery information is required to ensure accurate processing of your order. Additional delivery charges may apply to these order types based time frame and location for delivery. This agreement is with you and KALORA. Neither KALORA nor the 3rd party Delivery Company that has been contracted by KALORA to perform the delivery will be held responsible if you decide to hire a 3rd party contractor or freight forwarder to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.