FAQ

Can I pick my order up from the factory?

Yes. Our factory is based in Cheltenham.

When you place your order online, please select the ‘click & collect’ option.

When your order is ready for collection, one of our team will call and organise a time for you to come in.

We endeavour to have click & collect orders ready within 24 hours from placing your order (Monday to Friday).

Attendance at the factory is by appointment only.

Can I arrange for a technician to fit the part and/or conduct servicing and repairs?

Yes. Our primary business is Total Gas Care Services which is a well-established and respected gas appliance service and repair business.  We place a high focus on providing quality work and superior service to meet the individual needs of our domestic and commercial customers.

To book a technician please contact the Total Gas Care Services office. This is a service offered to Metro and South-East Melbourne based customers only.

Click here for more information.

Regulations for Servicing & Repairs

All gas appliance repairs (and servicing) should be carried out by a licenced gasfitter with the specialist class of Type A (or B) servicing, in accordance with AS4575 (Servicing Type A Appliances). All states require any repair persons to carry their credentials and produce them on request.

Type A servicing work is a specialised class of plumbing that covers work relating to the internal cleaning, maintenance and adjusting of Type A gas appliances (cookers, space heaters, ducted heaters, water heaters, and leisure appliances). It also covers any adjustment, repair, or replacement of components in these appliances. 

If you are servicing Type A gas appliances, you must be registered or licenced in Type A Appliance servicing work to lawfully carry out that work.  Anyone found to be working outside the scope of their accreditation will be subject to investigation and enforcement action by the VBA. This may include appearing before a VBA Plumbing Inquiry or the Magistrates ‘ Court.

Accreditation can be checked by looking at the back of a technician’s licence or registration card.

Shipping times

We use Australia Post for all our shipping requirements and endeavour to ship orders as quickly as possible.

Melbourne Metro / Regional Areas: 1-5 days

Interstate: 3-5 days

New Zealand: 5-10 days

* Above timeframes are subject to method of shipping (standard, express etc)

* Some larger products may only be available in Metro-Melbourne; however we will advise if this is the case before processing the order.

Return Policy

Please be careful when ordering as we have a strict policy around returns.

This is due to the requirement of having to re-test and re-certify any returned parts to maintain quality control and the products AGA certification.

If you are unsure if the part you want to purchase is compatible or have questions, please submit an enquiry through the online “contact us” form or email sales@gasstop.com.au prior to placing an order.

All new and reconditioned electronic products that are returned will attract a $125.00 recertification fee.

All other items returned (excluding electronic parts, fees above) will incur a 25% restocking fee.

Our quality control is paramount to maintaining a safe and viable repair solution for all. 

Any accepted returned goods must be unused, in saleable condition and purchase receipt/tax invoice must be provided. 

We reserve the right to not accept return of any products for “change of mind” or if they have been damaged by incorrect installation.

All return shipping / postage is at the customers expense.

What is a Changeover or Swap & Go?

Where a product is listed as a “changeover” or “swap & go”, this means that the item is a reconditioned product, as in most instances you will not be able to source the product new, or it may have been made obsolete by the manufacturer. We have created this service of reconditioned products as an affordable way to repair and prolong the service life of an appliance, as opposed to being forced into replacement and out of pocket. 

If you are seeking to order a reconditioned / changeover product, please be aware that when placing the order, you are required to send us your faulty module, before we can ship the item you have ordered. This is how we keep stock levels, costs to a minimum and can offer this service.

We offer full warranty on our reconditioned products.

Faulty Product / Warranty Claim

We offer a 12-month warranty on most parts. 

Any faulty products are gladly replaced under manufacturer’s warranty, provided they have not been damaged by incorrect installation.

If your product is faulty, please email sales@gasstop.com.au with your order number, description of fault, contact details and one of our team will be in touch.

Please be aware that the item is required to be tested to confirm fault before we can provide a replacement. All warranty claims are honoured with replacement, not refund.

All return shipping / postage is at the customers expense.

What if you don't have what I need?

If the item you are after is out of stock, or you can’t find it on our site, please send us an email via the online “contact us” form or sales@gasstop.com.au and we will let you know when we expect arrival of more stock, or if we can source the item for you.

Is our site secure

No records of your money transactions are kept & all transactions are encrypted to prevent any compromise of your personel details.

Our system is managed by a 3rd party certified merchant gateway registered with Australian banking system & rules.

Our site is fully approved by the banking merchant portal.