JET CHARGE RETURNS POLICY - PARTNER STORE
When does this policy apply?
This Policy sets out what you need to do to request returns, and what we will do to help, which may include a repair, replacement or refund of your purchase.
At JET Charge, we are committed to providing high-quality electric vehicle supply equipment (we call that “Goods” in this policy).
You can return the Goods you have bought from us under the following circumstances:
• the Goods show defects during the warranty period, and none of the warranty exclusions apply. You can find the warranty period on the product detail page on the JET Charge online store.
• you think the Goods do not meet standards under the Australian Consumer Law
• for certain Goods, you change your mind (within 14 days from purchase of the Goods) and send the complete Goods back to us unused within the required time. For details on what Goods are included, please see the 'Change of Mind Returns' section below.
Your Rights Under the Australian Consumer Law (ACL)
Under the ACL, you have certain rights when you buy Goods, in addition to any warranties that JET Charge provides. You can find more information on this on the website of the Australian Competition and Consumer Commission (www.accc.gov.au).
Exclusions for returns for faulty Goods
We will not accept returns of faulty goods where:
• any warranty exclusions apply
• any fault was caused by misuse or neglect by you or someone else
Change of Mind Returns
Except in circumstances where change of mind returns are not available (we will make this clear on the Returns & Warranty section of the product page for the relevant Goods), if you change your mind and complete the returns claim within 14 days from the purchase date of the Goods, you can return them for a partial refund. We will deduct a restocking fee of 20% from the purchase price and the cost of return shipping. We will provide the refund within 21 days from receiving the Goods.
Conditions for change-of-mind return
• Change of mind returns applies to the Goods (you can find this in the Returns & Warranty section of the product page for the Goods)
• The Goods must be in their original and unused condition, including original packaging and all accessories.
• You must provide proof of purchase.
If the Goods do not meet conditions for a change of mind return, we will contact you to discuss the next steps.
How to return Goods
To return the Goods, please follow these steps:
• Contact us: Reach out to our customer service team, contact details below.
• Provide proof of purchase: You will need to provide a receipt, or other proof of purchase.
• Get approval for the return: Our team will assess your claim and, if assessed as eligible for return, confirm to you that the return is approved.
• Pack goods: You must pack the Goods securely and return together with all accessories that were part of the purchase.
• Return shipping: If a return is approved, we will provide instructions for returning the Goods.
Assessment Process
• Depending on the charger and the circumstances, we will either send a technician for on-site assessment or ask you to send the Goods to our facilities for assessment.
• We will then assess whether the Goods are faulty, or whether they meet requirements for a change of mind return and partial refund, as applicable.
• This may require additional tests or inspections, including as required by the manufacturer.
• For AC chargers and cables, we will do this within 14 days.
• If the Goods are not faulty, or a warranty exclusion applies, we will contact you to let you know and discuss what to do next.
• We will let you know the outcome of the assessment by phone call or email.
Resolution
• Where the Goods show a minor problem, we will repair them and send them back to you within a reasonable time.
• Where the Goods show a major problem and no warranty exclusions apply, you may choose a refund or a replacement.
• Where the Goods are eligible for a change of mind partial refund, we will provide that refund.
• Refunds will be processed within 7 days from us making the assessment, using the original payment method.
• For AC chargers and cables, If you choose a replacement, we will replace the Goods within 7 days. If the Goods are no longer available, we will contact you to offer you an equivalent item or a refund.
Contact Information
For any questions, or to start the return process, please contact our customer service team:
Email: info@jetcharge.com.au
Phone: +61 3 90633483
Updates to this policy
JET Charge reserves the right to update this policy at any time. Any changes will be posted on our website and will take effect immediately upon posting.
Thank you, the JET Charge Team
10/350 Bridge Street
Port Melbourne, VIC 3207
Version 1.1, October 2024
