Refund policy

Your rights under Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL). If there is a major problem with a product, you may choose a refund or replacement. If the problem is minor, we will repair or replace within a reasonable time — if we fail to do so, you may receive a refund or replacement.

This policy explains our process in addition to your statutory rights. It does not replace them.

Major and minor failures

A major failure occurs when a product has a problem that would have stopped you buying it had you known, is substantially unfit for purpose, cannot be repaired easily, or is unsafe. For a major failure, you may choose a refund, replacement or compensation for the drop in value.

A minor failure is a problem that can be remedied within a reasonable time. We will offer repair or replacement first. If we cannot remedy the failure within a reasonable time, you may be entitled to a refund or replacement.

Change-of-mind returns

If you change your mind, you may return an item provided that:

It is returned within 30 days of delivery;
It is unused, in original packaging and in resalable condition;
Portable chargers show no signs of installation, modification or outdoor use beyond reasonable inspection;
You contact us for a return authorisation before sending goods back.

Change-of-mind return shipping costs are paid by the customer unless we agree otherwise. Original shipping charges are non-refundable unless required by law.

Faulty, damaged or not-as-described goods

If a product is faulty, not fit for purpose, not as described, or arrives damaged, contact us promptly with your order number, description of the issue and photos where helpful. We will assess under the ACL and our Warranty Policy and arrange repair, replacement or refund as appropriate.

For ACL claims, we may cover reasonable return shipping costs where the product is faulty or not as described.

Wallbox and fixed-install products

Wallbox units may have different return considerations once packaging is opened or mounting has been attempted. Contact us before returning large or fixed-install goods so we can advise on freight, restocking and whether the item remains in resalable condition.

Non-returnable items

We cannot accept returns of goods that have been modified, repaired by unauthorised parties, or damaged through misuse, incorrect installation or unsuitable electrical supply. Consumables and wear items (for example protective caps, carry cases showing heavy use) may not qualify for change-of-mind return.

How to request a return or refund

Email admin@evtronix.com.au with your order number, reason for return and photos if applicable.
We will respond within one business day with next steps and, if applicable, a return address and return authorisation.
Pack goods securely in original packaging where possible. You are responsible for goods until they reach us unless we arrange collection for a faulty product.
Approved refunds are processed to the original payment method within a reasonable period after we receive and inspect returned goods (or sooner where no return is required under the ACL).

Refund method and timing

Refunds are made to the original payment method. Processing times depend on your bank or card issuer after we approve the refund. We will notify you by email when a refund has been processed.

Warranty

Portable Pro Series warranty terms are set out in our Warranty Policy. Wallbox products carry manufacturer warranty — terms and period are confirmed in writing with your quote or order.

Disputes

If you are not satisfied with our response, contact us again with further detail. You may also seek assistance from your state or territory consumer protection agency or the ACCC. Nothing in this policy limits your ACL rights.