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Shipping Policy

This comprehensive Shipping Policy for Infinity EV, operated by Infinity EV Pty Ltd trading as Infinity 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 emphasises 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 infinityev.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 specialised couriers for heavier items like EV chargers (typically 5-20kg). Standard shipping is our default method and is provided free of charge for the initial delivery of all orders. For expedited options (e.g., express or priority delivery), contact us at hello@infinityev.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.
 

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 business days 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. This does not apply to:

  • Expedited deliveries (fees quoted upon request).

  • Redeliveries due to customer errors (e.g., missed delivery).

  • Returns, refunds, or exchanges (you bear these costs as per our Refund Policy).

All prices are in AUD, inclusive of GST, with no hidden fees — fully disclosed at checkout to comply with ACL transparency rules.


Tracking, Delivery, and Risk Transfer
Upon dispatch, we email a confirmation with a tracking link (where available). 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 redelivery fees 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 minimises 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:

  • Lost or non-delivered items: Reshipment or full refund.

  • Damaged goods: Repair, replacement, or refund (including original shipping if applicable).

  • Delays: Compensation if the delay constitutes a major failure under ACL.

We are not liable for indirect losses beyond ACL mandates. Force majeure events (e.g., strikes, natural disasters) excuse delays without liability.
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. Reimbursements occur only for major failures with significant expenses (e.g., bulky returns). Change-of-mind returns are not accepted.
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 does not void ACL rights for product faults.

 

Contact and Dispute Resolution
For inquiries, email hello@infinityev.com.au. We respond within 2 business days.
Effective Date: May 2026

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