Refund & Returns Policy

This policy and your rights

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 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 excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law. If anything in this policy is inconsistent with the law, the law applies.

This policy applies to products you buy directly from Zeliox Australia New Zealand Pty Ltd (ZANZ, we, us, our). Read it with our Terms & Conditions (clauses 7 to 10) and our Shipping & Delivery Policy.

Contact us before you return anything

Tell us about the problem first. Call 1300 935 469, email info@zeliox.com.au, or write to 115 Campbell Avenue, Wacol QLD 4076. You may raise a claim by telephone or in writing.

Please have your reasonable proof of purchase ready, along with a description of the issue and, where available, the product model, serial number and photographs. An original receipt or the original packaging is not the only acceptable basis for a claim.

Do not send a damaged lithium battery through the ordinary post. Contact us first so we can arrange safe transport.

How we assess a claim

We may reasonably assess the product before deciding the appropriate remedy. Where we sold the product to you, we handle your claim rather than requiring you to pursue the manufacturer. Assessment will not unnecessarily delay your legal remedies.

If an assessment finds no product failure for which we are responsible, a reasonable inspection or transport charge may apply only if it was disclosed before the assessment, you expressly agreed to it and it is lawful. A disputed assessment does not prevent you from pursuing your rights.

Your rights under the Australian Consumer Law

A major failure with goods

You may reject the goods and choose a refund or a replacement, subject to the ACL’s rules about rejection, or keep the goods and claim compensation for their reduction in value. You may also have rights to compensation for reasonably foreseeable loss or damage caused by the failure.

A failure that is not major and can be remedied

We may choose an appropriate remedy permitted by the ACL, and must provide it within a reasonable time and without charge. If we fail to do so, you may have rights to arrange a remedy and recover reasonable costs, or reject the goods, as provided by the ACL.

A failure with a service

For a major failure with a covered service, or a failure that cannot be remedied, you may cancel the service agreement or seek compensation for reduced value as provided by the ACL. For a remediable non-major failure, you may require us to remedy it within a reasonable time. If we fail, you may have rights to cancel or arrange rectification and recover reasonable costs. Rights to compensation for reasonably foreseeable loss or damage are preserved.

Discounted, clearance and custom-made products

These rights also apply to eligible discounted, clearance and custom-made products. There is no automatic 48-hour, two-month or one-year cut-off for ACL claims. Applicable legal time limits and the ACL’s rules about rejection still apply.

Refunds

Any refund legally due is provided promptly, using the original payment method unless we agree otherwise. We will not require store credit instead of a refund. We will also refund delivery charges and reimburse other costs where the law requires.

We do not charge restocking or processing fees for a valid ACL remedy.

Returning goods and who pays the transport

If goods cannot reasonably be returned or transported without significant cost because of their size, height, attachment or the nature of the failure, we will collect them at our expense where the ACL requires. Otherwise, reasonable return costs will be reimbursed if the product is confirmed faulty and the law requires reimbursement.

Repair notices and replacement parts

If a repair could affect stored user data, or refurbished parts or replacement goods may be used, we will provide any legally required repair notices before accepting the goods for repair. Those notices do not exclude liability or change your statutory remedy rights.

Change of mind

For ordinary solicited quote sales, we do not offer an automatic change-of-mind return entitlement unless we expressly agree otherwise. This does not affect any cooling-off right that applies by law, any agreed return policy, or your rights relating to faults, misdescription, non-supply or other breach.

If you wish to cancel an accepted order for convenience, contact us promptly. We will consider the request reasonably, including whether goods have been ordered specially or work has begun. Any cancellation charge must be agreed, reasonable and limited to documented, unavoidable net costs caused by the cancellation, after reasonable steps to reduce them and allowing for resale, reuse and costs saved. We will not automatically retain the entire deposit or charge all anticipated profit. Any remaining payment will be refunded promptly.

No convenience cancellation charge applies when you are exercising a legal right to cancel or reject. Custom-made goods remain subject to applicable consumer guarantees.

The five-year ZANZ warranty

ZANZ warrants all Zeliox power units, auxiliary batteries and accessories against manufacturing faults for five years from the date ZANZ dispatches the product. Under this additional warranty, ZANZ chooses to repair or replace the affected product or part, without charge and within a reasonable time.

A new replacement part receives a fresh five-year manufacturing-fault warranty from dispatch of that part, while other parts of the original product keep their existing warranty period. A complete replacement power unit, auxiliary battery or accessory receives a fresh five-year warranty from dispatch of the replacement. A repair without a new replacement part does not itself restart the additional warranty.

The additional warranty excludes normal wear and tear, gradual battery capacity reduction through ordinary use, and faults to the extent caused by misuse, incorrect installation, unauthorised modifications or failure to follow operating and maintenance instructions. Battery degradation caused by a manufacturing fault remains covered.

This warranty is in addition to your rights under the Australian Consumer Law, which operate independently and may continue after the warranty expires. The full terms, including what ZANZ covers and how remote troubleshooting works, are in clause 9 of our Terms & Conditions.

If we cannot agree

Contact us first so we can try to resolve the issue. This is not a condition that prevents you seeking urgent relief, contacting a regulator or bringing a lawful claim. You may seek assistance from your state or territory consumer protection agency or an appropriate court or tribunal.

Contact

Zeliox Australia New Zealand Pty Ltd, ABN 46 687 819 254, 115 Campbell Avenue, Wacol QLD 4076. Telephone 1300 935 469. Email info@zeliox.com.au.