Something not right with your order?

1. Inspecting your delivery

Before you sign for your delivery — or as soon as possible after — please inspect the outer packaging for any visible damage (crushed corners, punctures, tears, water damage).

If you spot damage, you have two options:

• Reject the delivery on the spot and ask the courier to return it to sender. Then email us straight away.
• Accept the delivery but write "received damaged" on the consignment note and take photos before opening.

Once unpacked, please test the goods within 48 hours and let us know of any issues.

2. Damaged in transit

If your goods arrive physically damaged (cracked casing, dented, leaking, smashed) we'll arrange a full replacement or refund — including all freight costs — at no charge to you.

You must notify us within 48 hours of delivery. After this window, we may not be able to make a transit damage claim with the courier.

What we'll need from you:

• Your order number
• Photos of the outer packaging (all sides)
• Photos of the damaged product
• A short description of what you found when you opened it

Email everything to info@batterydirect.com.au with the subject line "Transit Damage — [your order number]".

3. Dead on arrival (DOA)

If a battery, inverter or other item is faulty straight out of the box — won't power up, won't communicate, fails initial commissioning — that's a DOA.

DOA items are replaced at our cost, every time, including return freight and freight on the replacement unit.

To be eligible:

• Notify us within 14 days of delivery
• The fault must be confirmed by a licensed electrician (for batteries and inverters) or by basic testing (for other goods)
• The product must not have been damaged through incorrect installation or use

4. Wrong item delivered

If we picked, packed or shipped the wrong item, that's our mistake and we'll fix it at our cost. Notify us within 14 days of delivery and we'll arrange:

• Free pickup of the wrong item
• Express dispatch of the correct item
• A full refund if you no longer need it

5. Change of mind

If we agree to accept a change of mind return, the following conditions apply:

• The return must be requested within 14 days of delivery
• The product must be unused, uninstalled, in original packaging, with all components, manuals and accessories
• You are responsible for return freight costs and risk (use a tracked, insured service — we recommend the same carrier we used)
• A restocking fee of up to 20% may apply (typically 10–15%, depending on the product and condition on return)
• Original outbound freight is non-refundable

Refunds are processed once we've received the goods and confirmed they're in resalable condition.

6. Manufacturer warranty claims

Every battery, inverter and solar panel we sell comes with a manufacturer warranty — typically:

Refer to each product's spec sheet for the exact warranty terms, as they vary by brand.

How a warranty claim works

1. You contact us with the issue, your order number, and the serial number of the affected unit.
2. We get a brief diagnostic from the installing electrician (photos, error logs, fault codes).
3. We submit the claim to the manufacturer on your behalf.
4. The manufacturer assesses the claim and approves repair, replacement or refund — typically within 7–21 business days.
5. We coordinate freight of the replacement unit and the return of the faulty one.

7. Australian Consumer Law guarantees

This policy operates alongside — not instead of — your rights under the ACL. Nothing in this policy limits any rights or remedies you have under the ACL or other applicable laws.

8. What we can't accept

The following are not eligible for refund or return:

• Products that have been installed, commissioned, or wired in (other than for genuine warranty claims)
• Products damaged through misuse, incorrect installation, neglect, or modification
• Products damaged through unlicensed installation or by an installer who is not CEC-accredited (where required)
• Products no longer in their original, undamaged packaging (for change of mind returns)
• Custom-ordered or special-order items not held as standard stock
• Cables and consumables that have been cut, terminated, or used
• Returns notified outside the timeframes in this policy

This list is not exhaustive but covers the most common cases. If you're not sure, contact us and we'll let you know straight away.

9. How to start a return — step by step

10. Refund timeframes

Once a refund is approved:

• Card payments — refunded to the original card within 3–5 business days (your bank may take a further 1–3 days to display it)
• PayPal / Stripe — refunded within 1–2 business days
• Bank transfer — refunded by EFT within 2–5 business days
• Afterpay / ZipPay — refunded according to the provider's standard process

Refunds are made to the original payment method only. We can't refund to a different card or account.

11. Trade account returns

Trade Account holders are subject to the same return policy as Cash Customers, with the following additions:

• Refunds are credited to your Trade Account balance by default. Cash refunds can be requested but may take longer.
• Bulk-order returns require prior approval and may attract additional handling fees.
• Items shipped under a project-specific or special-order arrangement are generally non-returnable. We'll flag this at the time of order.

12. Contact us