Shipping Policy

This comprehensive Shipping Policy for Charge EV, operated by Infinity EV Pty Ltd trading as Charge EV ("we," "us," or "our"), details our approach to order fulfillment, delivery, and related responsibilities. Designed to comply fully with Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth) and guidelines from the Australian Competition and Consumer Commission (ACCC), it emphasizes transparency to avoid misleading customers about delivery times, costs, or options. We must deliver products within reasonable or advertised timeframes, and provide remedies for failures, such as refunds or replacements for non-delivery or damage. This policy integrates seamlessly with our Terms and Conditions (T&Cs) and Refund Policy, ensuring consistency: for instance, free standard shipping applies only to initial deliveries, while return shipping remains the customer's responsibility unless ACL mandates otherwise (e.g., for major failures). Nothing here excludes your statutory rights under ACL, including guarantees for timely and safe delivery.
We reserve the right to update this policy, with changes posted on chargeev.com.au and effective immediately. Continued purchases indicate acceptance. For EV-specific products like chargers, which may be bulky or require special handling, we ensure compliance with safety standards (e.g., AS/NZS 3000:2018), but users bear installation risks and costs.
Shipping Eligibility and Locations
We deliver to all Australian addresses, including residential, business, PO Boxes, and parcel lockers, but exclude international shipping at this time. Remote or rural areas may experience longer delivery times due to carrier limitations. If an address is undeliverable (e.g., incorrect details provided), we may cancel the order and issue a refund minus any incurred costs, per ACL allowances. This aligns with our T&Cs, where accurate delivery information is your responsibility.
Shipping Methods and Carriers
We use trusted third-party carriers, such as Australia Post, StarTrack, or specialized couriers for heavier items like EV chargers (typically 5-20kg). Standard shipping is our default method, provided free of charge for the initial delivery of all orders. For expedited options (e.g., express or priority delivery), contact us at support@chargeev.com.au to discuss feasibility, timelines, and fees, which are calculated based on weight, destination, and urgency. We do not guarantee carrier-specific choices but select based on efficiency and compliance.
This structure favors operational flexibility for Charge EV, allowing us to optimize costs while meeting ACL requirements for clear disclosure of methods before purchase.
Order Processing and Delivery Times
Orders are processed within 1-3 business days of payment confirmation, during standard hours (Monday-Friday, excluding public holidays). Dispatch occurs once items are packed and handed to the carrier.
Estimated delivery times:

Standard shipping: 3-7 business days for metropolitan areas; 5-10 for regional/remote.
Expedited: 1-3 business days, subject to arrangement and availability.

These are estimates only, not guarantees, and may be affected by factors like peak seasons, weather, or carrier delays. Under ACL, if no timeframe is specified, delivery must occur within a reasonable period; we aim to meet this but disclaim liability for minor delays beyond our control. If significant delays occur, we will notify you and offer solutions like refunds, aligning with ACCC guidelines on non-delivery.
Shipping Costs and Free Shipping
Standard shipping is free for all initial orders to Australian addresses, included as part of our service to enhance accessibility for EV products. This does not apply to:

Expedited deliveries (fees quoted upon request).
Redeliveries due to customer errors (e.g., missed delivery).
Returns, refunds, or exchanges, where you bear costs as per our Refund Policy.

All prices are in AUD, inclusive of GST, with no hidden fees—disclosed fully at checkout to comply with ACL transparency rules. Free shipping promotes customer satisfaction but is structured to protect Charge EV from additional expenses on non-initial shipments.
Tracking, Delivery, and Risk Transfer
Upon dispatch, we email a confirmation with a tracking link (where available from the carrier). You can monitor progress via the carrier's portal.
For delivery:

We attempt delivery to your specified address.
'Authority to Leave' (ATL) may be selected at checkout; if chosen, we are not liable for loss, theft, or damage after leaving the parcel.
If no one is available, the carrier may leave a card for redelivery or collection; additional fees for redelivery are your responsibility unless due to our error.

Title to the products passes upon full payment, but risk transfers on delivery or attempted delivery (if refused). This mirrors our T&Cs, minimizing business liability post-handover while preserving ACL remedies for faults.
Handling Lost, Damaged, or Delayed Shipments
Contact us within 7 days of expected delivery for issues, providing order details and evidence (e.g., photos for damage). We investigate with the carrier and provide ACL-compliant remedies:

For lost or non-delivered items: Reshipment or full refund.
For damaged goods: Repair, replacement, or refund, including original shipping if applicable.
For delays: Compensation if the delay constitutes a major failure under ACL.

We are not liable for indirect losses (e.g., inconvenience) beyond ACL mandates. Force majeure events (e.g., strikes, natural disasters) excuse delays without liability, a standard practice to safeguard the business.
Note: For EV chargers, damage claims may require proof of no improper handling, but inherent defects are covered per consumer guarantees.
Alignment with Returns, Refunds, and Installation Disclaimers
Return shipping is your responsibility and cost, as outlined in our Refund Policy—no free shipping applies here. Reimbursements occur only for major failures with significant expenses (e.g., bulky returns). Change-of-mind returns are not accepted, consistent with our policies.
We disclaim liability for installation-related issues, including electrician errors, system changes, or compatibility upgrades. Products must be installed by licensed professionals; improper installation may affect claims but not void ACL rights for product faults.
Contact and Dispute Resolution
For inquiries, email hello@chargeev.com.au. We respond within 2 business days. Unresolved issues can be escalated to Consumer Affairs Victoria or the ACCC.
Effective Date: January 7, 2026