Stiebel Eltron Underfloor Heating Mats

Waternex Australia is Locally owned and operated.

Our Motto - "Engineering Today for Tomorrow's Needs"

We always go the extra mile to give our customers a unique shopping experience. Here's why we stand out:

Aussie Owned and Operated
We are an Australian-owned and operated Engineering Business, founded in Southbank, Victoria. When you choose Waternex, you're supporting a homegrown company that understands the unique needs of people that live here.

We're experienced Engineers
Due to the technical knowledge needed for most of our products, we pride ourselves in giving our customers the right advice, hence why our business is run and built by qualified engineers.

Australian Suppliers and Manufacturers
We are committed to working closely with Australian suppliers and manufacturers. By sourcing locally, we make sure that our products meet stringent Australian standards and regulations, guaranteeing safety and reliability. Supporting local businesses also strengthens the Australian economy and allows us to provide faster delivery times and responsive customer service.

Fast Australia-Wide Shipping
We believe in making your shopping experience hassle-free. Enjoy the convenience of fast shipping across Australia, which means that you get your products quickly.

After Sales Technical Customer Support
Your satisfaction is our ongoing commitment, even after your purchase. We realize that you may have questions or feedback at any time, so our dedicated customer support team is available to assist you.

Order Processing and Shipping Information:

We ship with TNT Express, Border Express, and Star Track Express. Orders placed before 12 pm (noon) on weekdays are dispatched the same day. High-demand periods may cause slight delays.

Once dispatched, you’ll receive tracking details via email.

Delivery Estimates:

• NSW, VIC, QLD, SA: 1–4 business days
• TAS, WA: 3–4 business days
• NT: 3–5 business days

Order Confirmation Email

After successfully placing an order with us, you will promptly receive an Order Confirmation email. This email serves as an acknowledgment that we have received your order and are processing it.

Order Shipment

If your order is in stock and we've processed the payment, it will ship within two business days from your order date. You'll receive a shipping confirmation email with tracking information within 24 hours of your order leaving the warehouse. If you haven't received shipping confirmation within five business days, please reach out to us at sales@waternex.com.au.

For freight, we partner with courier companies: Northline, COPE, TNT Express, Allied Express, or an available courier. You'll receive an email with tracking details once your order has been dispatched from our warehouse.

Please Note: Our delivery service is limited to ground-floor locations, known as Kerbside Delivery. Your order will be delivered to the nearest ground-floor access point at your address. For larger, bulky items (over 70kg), delivery is through a tailgate via truck. Bulky items may need more than one person for handling. Please make sure there is an additional person.

Once delivered, the installation of the item is the customer's responsibility, unless installation services have been requested. For any inquiries, please contact us at 1300 930 847 or sales@waternex.com.au.

Order Tracking

Once your order ships, you'll receive a Shipment Confirmation email containing your tracking number(s). The tracking information will become active within 24 hours.

How long will my order take to arrive?

We prioritize processing your order quickly. Once you place an order, it's typically dispatched within two business days. Considering dispatch and shipping times, your order will typically arrive within 2-8 business days. Please note that this is an estimate and actual times may vary.

Damages

Upon receiving your item(s), inspect the package carefully. If damage is found, take photographs for documentation and refuse the delivery. Then, promptly contact us at sales@waternex.com.au for further instructions.

Item Not Received

If your order has not arrived within 14 days, please contact us via email. We will collaborate with our shipping department and delivery agent to resolve the delay promptly. In line with our commitment to customer satisfaction and Australian Consumer Law, customers may be eligible for a full refund or replacement in cases of extended delays or lost shipments confirmed by our courier partners. We will work directly with the courier to resolve such cases and keep you informed every step of the way

Returns

All purchases made from us are protected under the Australian Consumer Law, which grants you specific rights related to warranties and guarantees. Waternex
is committed to complying with the provisions of the Australian Consumer Law.

Initiating a Return

If you wish to return an item, please contact us within 30 days of receiving your order at sales@waternex.com.au with your order number. We will guide you through the return process.

Condition for Return

Items must be returned in the same condition as received, unopened and including all original packaging and accessories. Returns that do not meet these criteria will not be eligible for a refund.

Return Shipping Costs

The cost of returning the item is the responsibility of the customer.

Please ensure that you use a traceable method, such as registered post or a courier, when sending back items. Additionally, you are responsible for any lost parcels during the return process.

Exchange - Store Credit

If you prefer an exchange or store credit instead of a refund, please let us know, and we will provide you with suitable options.

Refund Processing Time

The refund processing time is 10 days.

Cancellations

To cancel an order, please contact our customer service team as soon as possible. Cancellations before shipment will receive a full refund. Orders canceled after shipment will follow our 30-Day Return Policy, and the customer will be responsible for return shipping costs.

Exceptions and Specifics

Returns of certified pre-owned or used items are not accepted.

Waternex serves customers intending to use products for their full economic life. Orders intended for temporary or one-time use are not eligible for return.

For exchanges, store credit, or issues with faulty products, please contact us at sales@waternex.com.au or call us at 1300 930 847.

Our 30-Day Return Policy

Please note: 

This return policy applies only to products that do not have a return policy explicitly stated in their product descriptions.

Initiating a Return

Should you need to initiate a return, please reach out to us within 30 days of receiving your item at sales@waternex.com.au, including your order number. Our team will provide you with detailed instructions on how to proceed with the return.

Conditions for Return

Items must be returned unused and in their original, unopened packaging with all original accessories. Opened, used, or installed items will not be eligible for return unless they are defective, damaged, or incorrect. Packaging will be thoroughly inspected to ensure it has not been opened; if it has, the item will be sent back to the customer. In cases of defective, damaged, or incorrect items, we will cover return shipping and issue a refund or exchange as needed.

Return Shipping Costs

Customers are responsible for covering the shipping costs for returning items. We recommend using a traceable shipping method to ensure the safe and documented delivery of your return.

Exceptions are made in cases of manufacturer defects or if the wrong item was received. In such instances, Waternex will cover the return shipping costs.

Refund Processing Time

Please allow up to 10 days for the processing of your refund once we have received and inspected the returned item.

Damaged Items

If your product arrives damaged, please report it immediately upon delivery by sending photos to sales@waternex.com.au on the same day. Waternex will cover the shipping costs for returning defective, damaged, or incorrect items.

Cancellations

To cancel an order, please contact our customer service team as soon as possible. Cancellations before shipment will receive a full refund. Orders canceled after shipment will be processed according to our 30-Day No Stress Returns Policy, with the customer responsible for return shipping costs.

Exchange or Store Credit

If you prefer an exchange or store credit instead of a refund, please let us know. We are more than happy to accommodate your needs with suitable options.

Waternex is committed to your satisfaction and to making your shopping experience worry-free.