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NT, TAS or Regional & Rural Delivery
As most of Abode Haven's products are bulky and hard to transport items, if you live outside a metro area in any state please contact us before ordering as your shipping may be different to what is shown on the checkout page.
This also applies to all orders from NT and TAS.
We try our best to subsidise shipping as much as we can and it's possible your shipping may be cheaper than what is shown.
Email: sales@abodehaven.com.au
Phone: (02) 7259 3753
Note: This item is eligible for 60 Day Free Returns
Full Return Policy Below:
Shipping is calculated at checkout based on your location. Our shipping is based towards NSW & VIC and therefore other states should contact us before ordering. If you have questions about rates, or something doesn't seem right please call us as we can use alternate quotation systems.
Priority Processing
When you select and pay for Priority Processing before 1pm AEST, your order joins our priority dispatching queue and will be picked, packed and dispatched from our website on the same day (for in-stock items). If one of the items you ordered is out of stock, you will be contacted from one of our friendly staff within 2 hours to give you a suitable subsitite or given an ETA
Handling Time
We currently ship 98.5% of all in-stock items placed before 2.00pm on the same day. Where this is not achieved, they will be dispatched the following day. If it can't be dispatched in this time frame, we will contact you via email or phone within 24 hours of receiving your order.
Transit Time
All items are dispatched from our national dispatch centre at 59 Brunel Rd Seaford VIC 3198. Shipping timeframes will vary depending on your location and the shipping method selected at checkout, however, we offer the following timeframes as a guide for NON-EXPRESS services. Express services may be available depending on which products you order and will on most occasions be quicker. Please note, during peak periods such as December, please allow an additional 1-3 working days for transit time as the courier networks reach capacity.
Melbourne Metro: 1-3 working days
Sydney/Adelaide metro: 2-4 working days
Brisbane metro: 3-5 working days
Perth metro / Tasmania: 5-6 working days
Darwin metro: 8-9 working days
If you are outside a metropolitan area, please allow an additional 3-4 working days from your nearest capital city.
We offer the above timeframes as a guide only as shipping timeframes are unfortunately out of our control. You are purchasing at your own risk and we take no responsibility and offer no compensation if your order is not received by the date you need it by. While we are able to log inquiries and investigations with couriers on your behalf, we do not have access to see anything other than the same tracking information you can see on the courier's website. If you have a preferred courier, please let us know, otherwise, the cheapest courier will be used by default unless you have selected an express service.
Packaging
All items are packed appropriately for shipping to your location and as per the requirements of the transport company used for your shipment. This can include printed boxes, bubble wrap, satchels, black wrapping, etc. We use a range of freight companies to ensure the most affordable and secure shipping to you. This includes Australia Post, Couriers Please, UPS, TNT, Border Express, and others.
International Shipping, Customs Duties, and Taxes
We currently do not ship internationally.
Damaged in transit, faulty or incorrect item supplied
The below policy applies to any items which are damaged by the freight company in transit, are faulty upon you receiving the item or we have accidentally shipped the incorrect item/s to you.
Damaged in transit or faulty
Please inspect your order upon delivery. In the event you have received a faulty/damaged product email photos of the damage/fault within 14 days of receipt of the item to sales@abodehaven.com as well as your invoice number and we will either:
Incorrect item shipped
Please contact us within 14 days of receipt of your item either by emailing sales@abodehaven.com or calling (02) 7259 3753 to obtain a replied paid shipping label to have the incorrect item returned to us at our expense. We will either arrange for the correct product to be shipped at our own expense or issue you a full refund once the incorrect item has been shipped.
60-day free change of mind return policy
The below policy applies to unused items wishing to be returned within 60 days of purchase. Any used items cannot be returned, and any returns of that nature will be considered in accordance with our warranty policy.
WHAT can be returned?
All unused products can be returned for a refund within 60 days of purchase providing they are in their original condition and a copy of the receipt is provided. The buyer is responsible for paying any freight charges.
WHEN do items need to be returned by?
60 days from the date of purchase
WHERE do items need to be returned to?
Items purchased online or over the phone are to be returned to 2/59 Brunel Rd Seaford VIC 3198. You should contact us by phone on (02) 7259 3753 to obtain a Return Management Authority before posting the items back to us. Items purchased in-store should be returned to the place of purchase.
HOW do customers return items?
Items purchased online or over the phone can be posted to 2/59 Brunel Rd Seaford VIC 3198. Items purchased in-store should be returned to the place of purchase during store opening hours.
SHIPPING for returns?
We will pay for return shipping during the 60 day free return period. Please contact us at sales@abodehaven.com.au to begin the process.
Credit for returns?
Either a store credit or a product refund will be issued
Instore return option?
Items can be returned ONLY to the store they were purchased from.
Packing materials?
If the item was sold in a printed box, the original packaging is required so that the item can be re-sold. If the items were sold in bubble wrap or non-printed generic boxes, any packaging is acceptable if the items are securely packaged so that the item is not damaged during transit
The below policy applies to Flaming Coals, SnS Grills, Auspits and Outdoor Central products covered by a 12-month warranty.
Abode Haven provide a limited 12-month warranty on many of these products from the date of purchase by the original owner only.
The warranty coverage begins on the original date of purchase and proof of date of purchase or copy of the original receipt is required to validate the warranty.
High temperatures, excessive humidity, chlorine, industrial fumes, chemicals, fertilisers, pesticides, salt, and saltwater are some substances that can affect metal parts. For these reasons, the warranty DOES NOT cover rust or oxidization.
All these products have been tested and deemed suitable for domestic use only. These products are not intended for commercial use and using these products commercially voids the warranty.
The product warranty becomes void if the product shows evidence of being dropped, exposed to the elements, tampering including unauthorised attempts at repairs, mishandling, or misuses such as excessive fire or a motor not being counterweighted. The warranty does not provide coverage for repairs costs conducted by 3rd party professionals, normal wear and tear, accidental damage, and does not cover cosmetic defects or surface rust.
Stainless steel is not immune to rusting/pitting and is therefore not covered under warranty. If you live within 2km of the coastline then you should already know you need to take extra care of your products and if you live within 200m of the coast, then it is mandatory to clean/oil your products before storage.
Offset smokers are covered against defects in workmanship and materials. The coating and cosmetic defects are not covered by the warranty. Proper seasoning of the smoker is the best way to minimise the effects of corrosion. Surface rust is not covered under warranty.
All Flaming coals Gas spits (SPG1500 SPG1000) have been approved by the AGA to be assembled and used by consumers in Australia. The warranty is void and can be dangerous if product instructions are not followed. Damage by fire that has been incurred due to assembly instructions not being followed and leak tests not being conducted are not covered by warranty.
Warranty Exceptions:
For charcoal pans, please review our Charcoal pan warranty policy below
Spit covers are covered by a 3 month workmanship warranty. Warranty does not cover fading, melting/burning, rips or tears. Due to Australia's harsh climate, covers can fade and may degrage quickly. We recommend storing your BBQ undercover out of the elements to increase longevity.
The warranty does not cover the postal cost, insurance, incidental charges, or any other loss incurred.
Before returning your item, please call or email our customer service team at (02) 7259 3753 / sales@abodehaven.com to briefly explain the problem. If after speaking to our customer service team you are advised that the item needs to be referred to a technician, please pack it carefully and enclose proof of the date purchased, a brief explanation of the problem, your contact details and any other information which may support your claim. Warranty claims are to be sent to 2/59 Brunel Rd Seaford VIC 3198
Flaming Coals branded rotisserie motors are covered by a limited 24-month warranty from the date of purchase by the original owner only.
The product warranty becomes void if the product shows evidence of being dropped, exposed to the elements, tampering including unauthorised attempts at repairs, mishandling, or misuses such as excessive fire or a motor not being counterweighted or damaged caused by liquid. The warranty does not provide coverage for repairs costs conducted by 3rd party professionals, normal wear and tear accidental damage, and does not cover cosmetic defects or surface rust.
All our Flaming Coals rotisserie motors have been tested and deemed suitable for domestic use only. Using these products commercially voids the warranty.
The warranty does not cover the postal cost, insurance, incidental charges, or any other loss incurred.
Before returning your item, please call or email our customer service team at (02) 7259 3753 / sales@abodehaven.com to briefly explain the problem. If after speaking to our customer service team you are advised that the item needs to be referred to a technician, please pack it carefully and enclose proof of the date purchased, a brief explanation of the problem, your contact details and any other information which may support your claim. Warranty claims are to be sent to: BBQ Spit Rotisseries Pty Ltd 2/59 Brunel Rd Seaford VIC 3198
Charcoal pans inside spit roasters are designed to take the brunt of the heat to protect the structural integrity of the spit roaster body. Due to the extreme heat generated when cooking with briquettes/charcoal, some bending of the pan is inevitable and will occur regardless of the thickness of the steel. Discolouring, corrosion, and cracking may also occur due to the extreme conditions created by the hot coals and fire. This is not covered under warranty. Refer to the charcoal pan usage guide.
Service & Repairs
Our technicians will assess the issue. For repairs that are not covered under a warranty or deemed user fault, we will come back to you with an indicative cost for you to approve prior to repairs taking place.
This cost may vary depending on the issue. Charges are $80 per hour (billed in 15-minute increments) plus parts.
Customers will be responsible for shipping costs each way to have the item repaired. It is recommended insurance is taken for any damage during transit. Before returning your item, please call or email our customer service team at (02) 7259 3753 / sales@abodehaven.com to briefly explain the problem. If after speaking to our customer service team you are advised that the item needs to be referred to a technician.
WHAT can be returned?
Any returned items which have been deemed to have warranty failure are covered.
WHEN do items need to be returned by?
12 months from the date of purchase. Outside of the warranty period, items can still be returned for repairs. Charges will apply.
Flaming Coals motors have a 24 month warranty period from the date of purchase
WHERE do items need to be returned to?
Items are to be returned to BBQ Spit Rotisseries, 2/59 Brunel Rd Seaford VIC 3198. You should contact us by phone on (02) 7259 3753 to obtain a Return Management Authority before posting the items back to us.
HOW do customers return items?
Items can be posted or delivered personally to our supplier warehouse at 2/59 Brunel Rd Seaford VIC 3198
SHIPPING for returns?
Customer pays for return shipping.
Repair/Replacement?
If our technicians determine that the fault is due to a manufacturing fault (not customer misuse or neglect) and are unable to fix the product defect and return the item to you, a replacement will be issued. Alternatively, you may be given the option of a suitable alternative or an upgrade.
Instore return option?
Items can be returned to BBQ Spit Rotisseries, 2/59 Brunel Rd Seaford VIC 3198
Packing materials?
The item must be securely packaged so that the item is not damaged during transit
Repair timeframe?
The industry standard for completing any work under warranty is 28 days and we will certainly adhere to this standard. All our repairs are performed in our Seaford location and are usually able to be assessed within 72 hours. Please note that due to competing work priorities, our technicians may not be available to assess your product immediately on the spot if you choose to bring it into our store.
Did the item assess and deemed not faulty?
If our technicians assess the returned item and determine that the item is not faulty, a refund, credit or replacement will not be issued, and customers will be required to pay for all shipping charges before the item will be returned to them.
