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Shipping & Returns

SHIPPING

All orders placed via our website come with FREE COMPLIMENTARY SHIPPING for delivery to Australian locations only.

We are only able to accept orders and deliver to locations within Australia. Unfortunately we are unable to accept orders from, or deliver to, other overseas locations outside of Australia. We apologise for any inconvenience this may cause.

Every order is dispatched via Courier with tracking and we aim to process, pack and dispatch your order in the shortest possible time, usually the next business day, providing we have received final confirmation of your payment into our bank account.

Note: We DO NOT deliver to PO Boxes. If you provide a PO Box as your delivery address, this will delay the processing of your order as we will need to contact you to arrange for an alternative delivery address.

We strongly recommend that you choose a delivery address where you, or someone known to you, is able to sign for the delivery (ie. to your home, office or workplace). Due to varying delivery driver schedules, we are unable to arrange preferred times for you, so it's important to be at the nominated address to receive goods. If no one is available to sign for the delivery, authority to leave items at the front door or a safe location at the provided delivery address is automatically given. Please advise if you do not wish for items to be left at your front door.

Shipping to most Australian capital cities will take between 1-5 working days, however please allow up to 6-10 days for deliveries to more regional and remote locations. Please note that these shipping times are approximations. Whilst every effort is made to ship your order as soon as possible, shipping times are not guaranteed.

If your delivery has not arrived within the expected time frame, please call us on (03) 9460 5655 or email sales@xpoweraustralia.com.au and we will submit a track and trace request on your behalf and get back to you with an expected delivery date.

RETURNS

We understand that sometimes you may need to return a product you have purchased from us. To assist you, we have set out below some key points that you should know.

Australian Consumer Law

Our goods 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 for 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.

Returns in General

In order to obtain any remedy from us, you must provide us with clear proof of purchase. The proof of purchase may either be a receipt or invoice we issued; or bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product. If we cannot be satisfied that you purchased the product from us, then we may elect whether or not to accept your product for return.

You are responsible for the costs of returning goods to us (except in the case of goods sent to you incorrectly). Return postage of products is not refundable unless the product is deemed faulty. We will, however, forward any replacement items to you free of charge. Any goods returned are your responsibility until they reach our warehouse. Please ensure you package your return appropriately to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us damaged or lost in transit or returned in error. In the event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We recommend you use a postal or courier service that is traceable and insures you for the value of the goods you are returning.

When returning goods to us, please ensure it is in the original packaging along with a copy of your order/invoice/receipt, name, address, phone number, email address, and send it to:

XPOWER Australia
59 Radford Road
Reservoir, VIC 3073 Australia

If Your Items Are Faulty

If you think that there is a fault with an item you have received, please let us know immediately by contacting us. Please include as many details as possible about the order and the problem with the goods, including photos if applicable. We will then arrange for your item to be assessed to determine whether:

  • there is no fault found;
  • there is a non-major fault which can be easily repaired within a reasonable timeframe;
  • there is a major fault found and you are to be offered a replacement or a refund; or
  • the product has been damaged or abused through misuse, abnormal use or negligent use.

Where the assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to, in which case you must, pay us for any fee incurred by us in connection with the assessment of your product, including the return of the product back to you if you so desire. We will only refund the delivery fee if the products are determined to be faulty after assessment, and the fault did not arise through any misuse, abnormal use or negligent use of the product.

Unfortunately, XPOWER Australia cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use. However in such cases, we may offer you repair of your product at your cost.

If the product does not match its advertised description, XPOWER Australia may provide you with a choice between a refund or replacement of the product purchased.

If You Change Your Mind

Please choose your products carefully as XPOWER Australia does not normally accept return of products where you have simply changed your mind or ordered goods incorrectly.