Return Policy

Delivery & Returns

Local Australian Delivery

If you are unsure of these delivery terms and conditions or are seeking more information in regard to our delivery service, please email us at accounts@energyeis.com.au prior to purchasing. Delivery costs are based on item size / weight. If you feel the shipping costs are too high, before making payment please contact us to review the costs. We use Send Courier as our main carrier and various couriers to deliver our products to you. Remote areas, pallet deliveries and big/bulky items may attract additional surcharges. We will contact you immediately if this is the case. Please allow 1-3 days for metro delivery. WA, NT and other remote locations please allow 7-14 days (about 2 weeks) delivery time. Your order will be filled within 24 hours whenever possible. If for reasons beyond our control we are unable to dispatch your order within 48 hours (supplier stock issue, special order stock, etc.) we will contact you so that we can make alternative arrangements. We reserve the right to terminate any orders and refund all monies in total.

International Delivery

We do not offer international deliveries.

Missing Parcels

Energy EIS is not liable for any parcels which are deemed lost in transit. There is no transit insurance on any postage services unless specifically requested by the customer at which the extra charge of postage insurance will be added to your invoice total, and you can ask our office for insurance quotation. Please be aware that Send courier and other courier companies do not offer any compensation for missing items.

In the event we are able to recover monies / compensation for the lost parcel, we will happily resend your order to the value recovered once the case has been finalized with the respective transport company or a refund processed if the order has been placed again to replace the original missing order.

Any parcels redirected by the customer to an alternative address other than the one we sent the item will be ineligible for replacement or compensation if the parcel is lost in transit.

Backorders

If the purchased item is on back-order, we will send you an email outlining that the item is on back-order from our suppliers. If there are multiple items on your order and one item is found to be out of stock, the whole order will not ship until all items are in stock. You may cancel the backorder item, and a full refund will be given for that item or your entire backorder if you no longer want to continue with or wait for your purchase.

Returns

Change of Mind

All products purchased from Energy EIS are backed by a thirty (30) day Peace of Mind Return Policy. All products returned must be in perfect unused condition, with all components, complete with original packaging. We will not allow returns on damaged or incomplete products, custom cuts of electrical cables and custom-made products. Proof of purchase is required. Should the product not be in its original condition, please contact us before returning it as this may save you some unnecessary costs. The customer is responsible for all shipping costs related to a change of mind return. We recommend that you return your unwanted items using registered post or trackable courier. We cannot be held responsible if returned items are lost in transit.

Damaged Goods

If you find that the goods were damaged in transit, please contact us within 24 hours of receiving the goods. We will organize for the return of the goods and arrange a credit towards your next purchase or send a replacement product. Customer will incur the cost of return postage and be credited with the purchase price only.

Faulty Goods

All items are covered by our thirty (30) day peace of mind policy. If an item is found to be faulty within this period, please contact us and we will send a replacement, as well as a return bag to get the faulty item back to us. If the item is deemed faulty outside of this period, then the manufacturer's warranty applies. The customer can choose to deal directly with the manufacturer for a warranty claim, or they can choose to send it back to us to deal with the manufacturer on their behalf. The customer is responsible for all freight costs associated with manufacturer warranty claims (returning the item to us, as well as sending the item back to the customer)

Warranties

Product warranties are governed by the respective manufacturers and / or suppliers warranty terms and conditions (available on request). We will not be liable to you or any third party for any loss suffered due to product failure. We will process product warranty claims through the respective manufacturers and/or suppliers. All goods returned under warranty after 30 days are at the buyer's expense both ways. All products available on this site must be installed by a licensed electrical tradesman / technician. DIY electrical work is illegal, and all warranties are automatically voided if an unlicensed person has been found carrying out the installation.

Special Order Items

Items on our site marked as "Special Order" are excluded from our thirty (30)-day return policy and cannot be returned unless faulty or damaged in transit. It is up to the manager's discretion if we are able to take back a special-order item for return. Custom Cuts of Electrical Cable as well as Custom made products are also excluded from our return policy. Restocking fees may apply.

Account Credit

When customers return goods, they have the option to obtain an account credit instead of a refund.

Obtaining an account credit provides our valued customers with added flexibility and convenience. The credit amount is equivalent to the value of the returned goods and can be used both in-store and online for any future purchases. This credit has a validity period of one year from the date of issue, giving customers ample time to explore our wide range of products and find something that perfectly suits their needs.

The process is simple and efficient. Upon returning the item, our friendly and knowledgeable staff quickly process the return, and the account credit is promptly added to the customer's account. Whether they choose to visit our physical store or shop from the comfort of their homes, the credit will be readily available for redemption.

We believe that offering a one-year credit validity period highlights our commitment to customer satisfaction. It allows our customers to make considered and timely decisions about their next purchase without feeling rushed. Our aim is to build long-lasting relationships with our customers by ensuring they have a positive shopping experience, even in the rare event of a return.

Please be aware an account credit cannot be refunded back to cash.

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