Refund Policy

This Refund Policy for Charge EV (chargeev.com.au), operated by Infinity EV Pty Ltd trading as Charge EV ("we," "us," or "our"), has been revised to explicitly address return shipping costs and liability for installation issues, in full compliance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth) and guidelines from the Australian Competition and Consumer Commission (ACCC). The policy favors the business where legally permissible by placing initial responsibilities on customers for returns and disclaiming non-product-related liabilities, while ensuring that mandatory consumer guarantees—such as remedies for faulty goods—remain intact. These guarantees apply to all products, including EV chargers, accessories, Powersensor, and Pulsepoint, which must be of acceptable quality, fit for purpose, match descriptions, and be safe.
Under ACL, businesses cannot exclude liability for inherent product defects, but can structure processes to verify claims efficiently and limit exposure to indirect or user-caused issues. For instance, ACCC guidance notes that consumers typically bear initial return costs for easily transportable items, with businesses reimbursing only when required (e.g., for major failures or significant expenses). Similarly, for specialized products like EV chargers, which require professional installation per Australian standards (e.g., AS/NZS 3000:2018 and AS/NZS 3820:2020), suppliers can disclaim liability for third-party installation errors, as seen in industry examples from EV ChargeBox and Evie Networks. This approach mitigates risks like unfounded claims or disputes over electrician work, which are common in the EV sector due to electrical safety regulations prohibiting DIY installations.
Understanding Major and Minor Failures Under ACL
The ACL categorizes product issues to guide remedies, ensuring consumers receive fair outcomes without overburdening businesses:

Major Failures: These occur when a product is unsafe, substantially unfit for purpose, deviates significantly from its description, or cannot be remedied easily. For EV products, examples include a charger causing electrical hazards or failing to function as specified despite proper use. In such cases, customers can choose a refund or replacement, and businesses must cover reasonable return costs if they are significant.
Minor Failures: These are remediable defects, like a minor accessory flaw. Businesses select the remedy (preferably repair to control costs) and may require customers to cover initial returns, reimbursing only if the fault is confirmed and costs align with ACL fairness.

This distinction allows Charge EV to prioritize cost-effective solutions, such as repairs, for minor issues while complying with mandatory refunds for major ones. Change-of-mind returns remain excluded, as they are not ACL-mandated, helping to streamline operations.
Remedies for Faulty Products
If a product breaches ACL guarantees:

Major Failures: Choose a full refund (including original delivery if applicable) or replacement. We cover reasonable return costs if significant (e.g., for bulky chargers), but you handle initial arrangements.
Minor Failures: We opt for repair or replacement free of charge within a reasonable time. If we cannot remedy promptly, you may seek a refund or alternative fixes and claim costs.
We exclude remedies for misuse, accidents, or unauthorized modifications. For digital features (e.g., in Powersensor), the same applies, with software updates potentially resolving minor issues without replacement.

Return Process: Customer Responsibilities Emphasized
To claim a remedy, contact us promptly with proof of purchase and fault details. We assess claims within 3-5 business days, potentially requiring product return for inspection.

Provide evidence: Order details, photos/videos of the issue, and—for EV chargers—proof of installation by a licensed electrician (e.g., certificate of compliance).
Return logistics: You are responsible for packaging and shipping the product back to us at your cost, unless we confirm a major failure or significant expense under ACL, in which case we reimburse reasonable costs post-verification.
Processing: Remedies issued within 7-14 days for repairs/replacements or 5-10 days for refunds, via original payment method.
Bulky items: For products like EV chargers, if return costs are deemed significant (per ACCC guidelines), we may arrange collection at our expense for major failures.

This process protects Charge EV by verifying claims before incurring costs, reducing fraudulent or invalid returns. Customers must notify issues within a reasonable timeframe based on product lifespan (e.g., 2-5 years for chargers).
Exclusions, Limitations, and Installation Disclaimers
To the extent permitted by law:

Return Costs: You bear all initial return shipping and handling expenses. Reimbursement is limited to cases required by ACL, such as major failures where costs are significant or the fault is solely ours.
Installation Liabilities: We are not responsible for any costs, damages, losses, or issues arising from product installation, including but not limited to electrician errors, failures, changes to your electrical system, upgrades required for compatibility, or non-compliance with standards. EV products must be installed by a licensed electrician at your own expense and risk; improper installation may void claims but does not affect ACL rights for inherent defects. We disclaim liability for third-party services, network issues, or consequential losses like vehicle downtime or rewiring fees.
General Exclusions: No remedies for damage from misuse, environmental factors, or failure to follow instructions. We exclude indirect or consequential losses (e.g., business interruption) beyond ACL mandates.
Warranties and ACL Integration: Manufacturer warranties apply, but are void for improper installation. ACL guarantees override where applicable, ensuring remedies for product faults regardless of installation, but not for external causes.

These disclaimers draw from industry practices, where suppliers like EV ChargeBox require proof of licensed installation and limit liability to product replacement, excluding installation-related damages.
Dispute Resolution and Contact
Contact us at [hello@chargeev.com.au] for claims. We resolve amicably within 30 days; escalate to ACCC or Consumer Affairs Victoria if needed. Effective Date: January 7, 2026.