Support & Services
Applicable to all products sold via powerbay.com.au This policy complies with the Australian Consumer Law (ACL).
Order Cancellation Rules
1.1 Cancellation / Refund Request Before Dispatch
You may freely cancel your order and apply for a full refund before our warehouse dispatches your goods. No outbound shipping cost, return freight or restocking fee will be deducted from your refund.
1.2 Refund & Return Request After Dispatch
For any voluntary refund, cancellation or return requested after order dispatch, restocking fees will be deducted from your total refund
- Free shipping items: Fee to be negotiated
- Non-free shipping items: 15% of full order value
Eligibility for Change-of-Mind Returns
For post-dispatch returns due to personal preference, incorrect ordering or unused surplus equipment, returns will only be accepted if all below conditions are met:
• All products remain uninstalled, unused, unmarked and undamaged
• Complete original factory packaging, user manuals, certificates, cables and all original accessories are intact and returned together
• Return request is submitted within 14 calendar days from the delivery date
• You obtain a valid Return Authorisation (RA) number from PowerBay customer service before sending goods back
• Hazardous battery products must be repackaged per Australian dangerous goods transport standards at your own cost
We reserve the right to reject returns if goods arrive damaged, missing parts, with broken packaging or show signs of installation/operation.
Faulty & Defective Goods Returns
If products arrive damaged, defective, not matching product descriptions or fail due to manufacturing fault:
- We will arrange and cover all outbound and return freight costs at no charge to you
- Depending on fault severity, we offer free repair, replacement unit or full refund in line with ACL statutory guarantees
- You must provide clear photos/videos of defects, serial numbers and proof of purchase to initiate a warranty return
Return Shipping & Risk Responsibility
- For change-of-mind returns after dispatch: You bear full risk of loss or damage during return transit. We recommend tracked, insured freight for all battery and large heat pump equipment.
- For manufacturer-fault returns: PowerBay will supply pre-paid freight labels and take full transit risk.
- Uncollected, refused or misdelivered parcels returned to sender will be treated as post-dispatch cancellation, restocking fees will be deducted from refunds.
Refund Processing Timeline
• We inspect all returned goods within 3–5 business days after warehouse receipt
• Approved refunds will be processed back to your original payment method
• Bank processing delays of up to 7 business days may apply; we are not liable for bank transfer hold times
How to Submit a Return / Cancellation Request
Contact our customer support team to apply for cancellation or return authority:
Phone: 1800 95 95 09 (Mon – Sun 8:00 – 18:00 AEST)
Email: Support@powerbay.com.au
Please provide your order number, full name and reason for cancellation/return in all communications.
General Disclaimer
This policy only applies to consumer change-of-mind cancellations and returns. It does not override any mandatory consumer protections under the Australian Consumer Law for defective, unsafe or misrepresented goods. PowerBay reserves the right to update this refund policy without prior notice, with terms effective for all new orders placed after update publication.