Refund Information

This page outlines how refunds are processed in-store and online. For full return eligibility terms, please refer to our Returns Policy.

In-Store Refund Process

To request a refund in-store, please:

Present your receipt or valid proof of purchase (bank statement or transaction history accepted).
Provide the product in its original condition.
Ensure all manuals, accessories, wiring components, mounting hardware and packaging are included.
Have the original payment card available if the purchase was made by card.

IMPORTANT – Electrical & 12V Products

Due to the technical and electrical nature of the products we supply, strict conditions apply.

Refunds will not be provided for products that:

Have been installed, mounted or wired
Have been connected to a battery or power source
Show signs of installation (cut wiring, terminal marks, mounting holes, etc.)
Are returned without original packaging or accessories
Have been modified or altered

All returned products are subject to inspection and testing. If a product shows signs of use beyond simple handling, the refund request may be declined.

Elecbrakes EB2 – Important Return Conditions

The Elecbrakes EB2 is a plug-and-play electronic brake controller that records activation, connection and usage data. Once an EB2 has been connected, powered, paired, activated or used, it cannot be returned for a change-of-mind refund.

This applies regardless of how long it was used, including:

A brief connection or test
A single trip or weekend
Use with a hired camper trailer or caravan
Any other temporary use
Usage Verification

All returned EB2 units may be referred to Elecbrakes for a data and usage-history check. If the recorded data confirms that the controller has been connected, activated or used even for a short period the EB2 will be classified as a used product and the change-of-mind return will be declined.

Faulty Product Claims: If you believe your EB2 is faulty, please contact us with details of the issue. The controller will be inspected and assessed separately under the applicable warranty process and Australian Consumer Law. This policy does not exclude or limit any rights customers have under the Australian Consumer Law.

Change of Mind Refunds

Approved change-of-mind returns:

Must be requested within 30 days of purchase
Must meet unused and resalable condition requirements
Are subject to a 15% restocking fee
Exclude shipping charges

Refunds are processed back to the original payment method only.

Important: Change of mind returns outside 30 days will not be approved.

Why Change of Mind Returns Are Limited to 30 Days

To keep our pricing fair, stock accurate, and service efficient for all customers,
change of mind returns are limited to 30 days from the date of purchase.

Reason	Explanation
Product Condition	Products returned after extended periods are often no longer in brand-new resale condition.
Missing Items	Packaging, accessories, fittings or manuals may be missing after use or storage.
Installed or Used	Items may have been installed, test-fitted or used, affecting resale value.
Resale Impact	Returned stock can become harder to resell or may require discounting.
Extra Costs	Extended return periods create additional freight, handling and administration costs.
Stock Availability	Long return windows can impact stock planning and availability for other customers.

A 30-day return period provides a fair amount of time to inspect your order,
confirm suitability, and contact our team if assistance is needed.

Please note:

This policy applies to change of mind returns only.
Faulty products, warranty claims, and applicable consumer rights are handled separately.

If you are unsure about compatibility or suitability before purchase, our team is happy to help. We appreciate your understanding and support.

Faulty Products & Warranty Claims

If a product is faulty, your rights are protected under the Australian Consumer Law.

Depending on the issue, we may offer:

Repair
Replacement
Refund (for major failures)

Products may need to be sent for testing and assessment before a warranty claim is approved.

Warranty will not apply where failure is caused by:

Incorrect installation
Reverse polarity
Incorrect fuse sizing
Water ingress
Over-voltage
Physical damage
Misuse or modification

If a product is found not to be faulty after testing, it may be returned at the customer’s expense.

We strongly recommend professional installation for products such as:

Inverters
DC-DC chargers
Brake controllers
Lithium battery systems

Improper installation may void warranty.

Card Refund Security

To reduce fraud risk:

Refunds for debit/credit card purchases will be returned to the original card only.
The original card must be presented in-store where applicable.
We do not provide cash refunds for card purchases.

Shipping & Online Orders

Online refunds will be processed once the returned item:

Is received
Is inspected
Meets eligibility requirements

Return shipping costs are the responsibility of the customer unless the item is faulty.

Australian Consumer Law Notice

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 they fail to be of acceptable quality and the failure does not amount to a major failure.