1. Our Commitment
At Offgrid Eco Power, we want you to be completely satisfied with your purchase. This policy explains your options if something isn't right, and sets out your rights under Australian Consumer Law (ACL).
Nothing in this policy limits or excludes any rights you have under the ACL that cannot be excluded.
2. Change-of-Mind Returns
We accept change-of-mind returns within 30 days of delivery, provided:
- The item is unused and in its original, uninstalled condition
- All original packaging, accessories, manuals and documentation are included
- You have proof of purchase (order confirmation or receipt)
The 30-day period runs from the date of delivery, applies only to eligible unused products, and is separate from any rights you may have under Australian Consumer Law.
Change-of-mind returns are not available for:
- Items that have been installed, used, or modified
- Special-order or custom-configured products
- Items returned more than 30 days after delivery
Return freight: You are responsible for the cost of return shipping for change-of-mind returns. We recommend using a trackable service with insurance, as we cannot process your return until the item is received in satisfactory condition.
Refund: Once we receive and inspect the item, we will process your refund to the original payment method within 5–10 business days. Original shipping charges are non-refundable.
3. Faulty, Damaged or Incorrectly Supplied Products
If you notice visible transit damage or receive an incorrect product, please contact us as soon as reasonably possible, preferably within seven days, so we can promptly investigate with the carrier or supplier. This notification period does not limit your rights under Australian Consumer Law.
If your product develops a fault at any time, please contact us at info@offgridecopower.com.au with:
- Your order number
- A description of the issue
- Clear photos of the damage or fault and the packaging
Do not return the item without contacting us first. After assessing the product, we will provide the remedy required under Australian Consumer Law. Depending on whether the problem is major or minor, this may include a repair, replacement or refund. Where the product has a major failure, you may be entitled to choose a replacement or refund.
4. Manufacturer Warranties
Most products we sell carry a manufacturer warranty. Warranty periods and terms vary by brand and product — please refer to the documentation included with your product or contact us for details on a specific item.
To make a warranty claim:
- Contact us at info@offgridecopower.com.au with your order number and a description of the fault
- We may work with the manufacturer or its authorised service centre to assess and resolve the claim, but Offgrid Eco Power remains available as your point of contact
- Do not return a product under warranty without prior authorisation
Manufacturer warranties operate in addition to, and do not replace, your rights under Australian Consumer Law. Warranty claims generally cover manufacturing defects and do not cover damage caused by misuse, incorrect installation, or normal wear and tear.
5. Your Rights Under Australian Consumer Law
Our products 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.
Nothing in this policy limits or excludes these rights.
6. Return Process
Before sending anything back, you must contact us first:
- Email info@offgridecopower.com.au with your order number and reason for return
- We will assess your request and, if approved, provide a Return Authorisation (RA) number and return instructions
- Pack the item securely and include your RA number and proof of purchase
- Ship to the address provided — we recommend tracked shipping with insurance for items over $100
- Once received and inspected, we will process your refund, replacement or repair within 5–10 business days
Returning an item without contacting us first may delay assessment and processing. This does not limit any rights you may have under Australian Consumer Law.
7. Cancellations
Orders may be cancelled for a full refund before dispatch. Once an order has been dispatched, cancellation will be treated as a change-of-mind return and applicable return freight conditions may apply. This does not affect any rights under Australian Consumer Law.
8. Contact Us
For all returns, warranty claims or questions about this policy:
Email: info@offgridecopower.com.au
Phone: 1300 925 784
Website: www.offgridecopower.com.au