Return Policy

This Return Policy for Infinity EV (infinityev.com.au), operated by Infinity EV Pty Ltd trading as Infinity EV ("we," "us," or "our"), has been revised to clearly address return shipping costs and liability for installation issues. It fully complies 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 protects the business where legally allowed by placing initial responsibilities on customers for returns and disclaiming non-product-related liabilities, while fully preserving your mandatory consumer guarantees.
These guarantees apply to all products, including Teltonika EV chargers, accessories, Powersensor, and Pulsepoint. Products must be of acceptable quality, fit for purpose, match their description, and be safe.
Under ACL, we cannot exclude liability for inherent product defects. However, we can structure our processes to verify claims efficiently and limit exposure to indirect or user-caused issues. For example, consumers typically bear the initial return costs for easily transportable items, with reimbursement only when required (e.g., for major failures or significant expenses). For specialised products like EV chargers, which require professional installation under Australian standards (e.g., AS/NZS 3000:2018 and AS/NZS 3820:2020), we can disclaim liability for third-party installation errors.

Understanding Major and Minor Failures Under ACL

Major Failures: The product is unsafe, substantially unfit for purpose, significantly different from its description, or cannot be easily fixed. For EV chargers, this includes electrical hazards or complete failure to operate as specified. You may choose a refund or replacement, and we must cover reasonable return costs if they are significant.
Minor Failures: Remediable defects (e.g., a small accessory issue). We choose the remedy (usually repair) and you may need to cover initial return shipping, with reimbursement only where required by ACL.

Change-of-mind returns are not accepted, as they are not required under ACL.

Remedies for Faulty Products
If a product breaches ACL guarantees:

Major Failures: You can choose a full refund (including original delivery where applicable) or replacement. We will cover reasonable return costs if they are significant (e.g., for bulky chargers), but you arrange the initial return.
Minor Failures: We will repair or replace the product free of charge within a reasonable time. If we cannot do so promptly, you may request a refund or seek alternative remedies and claim reasonable costs.

We exclude remedies for misuse, accidental damage, or unauthorised modifications. The same principles apply to digital features in products like Powersensor.

Return Process
To make a claim:

Contact us promptly with proof of purchase and details of the fault.
We assess claims within 3–5 business days and may require the product to be returned for inspection.
Provide clear evidence: order number, photos/videos, and — for EV chargers — proof of installation by a licensed electrician (e.g., Certificate of Compliance).

Return logistics: You are responsible for safely packaging and shipping the product back to us at your cost, unless we confirm a major failure with significant expenses, in which case we will reimburse reasonable costs after verification.
Processing times: Repairs/replacements within 30 days; refunds within 14 days via the original payment method.
Bulky items: For EV chargers, if return costs are significant, we may arrange collection at our expense for confirmed major failures.

Exclusions, Limitations, and Installation Disclaimers
To the extent permitted by law:

Return Costs: You bear all initial return shipping and handling expenses. Reimbursement occurs only where mandated by ACL.
Installation Liabilities: We are not responsible for any costs, damages, or losses arising from installation, including electrician errors, electrical system changes, compatibility upgrades, or non-compliance with standards. EV products must be installed by a licensed electrician at your own expense and risk. Improper installation may affect certain claims but does not remove your ACL rights for inherent product defects.
General Exclusions: No remedies for damage caused by misuse, environmental factors, or failure to follow instructions. We exclude indirect or consequential losses (e.g., vehicle downtime or business interruption) beyond what ACL requires.

Manufacturer warranties apply but may be voided by improper installation. ACL consumer guarantees always take precedence for product faults.

Dispute Resolution and Contact
For return or warranty claims, please email hello@infinityev.com.au. We aim to resolve issues amicably within 30 days. If needed, you may escalate to the ACCC or Consumer Affairs Victoria.

Effective Date: May 2026