Returns & Refunds

Last updated: 25 October 2026

Last updated: 1 November 2026

We want you to shop with confidence. This policy explains returns, refunds, exchanges and repairs for products purchased from the Barbeques Galore online store operated by ACOM International Pty Ltd.

Your rights under 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 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.

These rights apply regardless of any voluntary returns policy or manufacturer warranty.

Change-of-mind returns

You are not automatically entitled to a refund or exchange simply because you change your mind. However, we may consider requests for a voluntary return or exchange, subject to an assessment of the product and the conditions communicated when we approve the request.

Products should generally be unused, in their original packaging and accompanied by proof of purchase to be considered for a voluntary change-of-mind return. We will explain any applicable return freight or other reasonable costs before you proceed. This paragraph does not apply to returns required by the ACL.

Faulty, damaged or incorrect items

If a product is faulty, damaged on arrival or not as described or ordered, contact us and explain the issue. Photos can be helpful but are not always required.

We may assess the product or request further information to determine an appropriate remedy. We will provide the repair, replacement, refund or other remedy required by the ACL. Faulty goods do not have to be in their original packaging for you to exercise statutory rights.

How to request a return

For online orders, contact Barbeques Galore customer service at support@acominternational.com.au or through the contact options on our website. Please provide your order number or other proof of purchase, product details and a description of the issue.

We will explain the next steps, including any assessment, return shipping or collection arrangements. Do not send goods back until we have advised the appropriate return arrangements.

Independently operated Barbeques Galore licensed stores do not ordinarily accept returns or process refunds for orders placed through this online store. Purchases made directly from a licensed store should generally be raised with the selling retailer. This does not affect any separate obligations ACOM may have as a manufacturer, importer or warranty provider.

Large or bulky products

Barbeques, outdoor furniture, heaters and other large or heavy products may require collection or specialist transport. Contact us before arranging a return so we can explain safe handling and the available options.

Where the ACL requires us to collect a faulty product or meet reasonable return costs, we will do so. For voluntary returns, any applicable collection or freight charges will be explained in advance.

Refunds

Where a refund is approved or required by law, we will arrange it through an appropriate payment method, generally the original method used for the purchase. Processing times after the refund is issued may vary depending on the payment provider or financial institution.

We will not deduct fees or apply conditions that would unlawfully reduce a refund required by the ACL.

Exchanges and repairs

An exchange or repair may be available depending on the issue and your rights under the ACL. The remedy for a faulty product will depend on whether the problem is major or non-major and the other relevant circumstances.

Proof of purchase

Please keep your order confirmation, receipt or invoice. Other reasonable evidence of purchase, including a transaction record, may also be accepted where appropriate. An original printed receipt is not the only acceptable form of proof.

Special orders, clearance and sale goods

Special-order, clearance and sale products may have different conditions for voluntary change-of-mind returns, where those conditions were disclosed at the time of purchase.

Discounted or clearance products still carry all applicable consumer guarantees. A disclosed defect may affect what a customer can reasonably expect regarding that specific defect, but it does not remove other statutory rights.

Manufacturer warranties

A manufacturer or supplier warranty may provide additional benefits. It operates alongside, and does not replace, your rights under the ACL. You may contact us about your statutory rights even if a manufacturer warranty has expired.

Questions and assistance

For assistance with an online return, refund, exchange or repair, contact support@acominternational.com.au or telephone 1800 288 797. This policy does not limit any statutory right or remedy.