Refund and Returns Policy

Refunds and Returns Policy

At Custom Lithium, we stand by the quality of our products and aim to provide the best customer experience. Our policies align with the Australian Consumer Law (ACL) to ensure fairness and transparency for both Retail Customers and Trade Clients.

 

1.Retail Customers:

 

Warranty & Faulty Products

Custom Lithium Clients are entitled to a replacement and/or repair if a product has a major failure. A major failure includes:

• A product that is unsafe or defective beyond repair
• A product that is not fit for its intended purpose
• A product that is significantly different from its description

For minor faults, we will offer a repair or replacement within a reasonable timeframe.

 

Returns Process

1. Report the issue: Contact us at warranty@customlithium.com.au within 14 days of placing/ receiving your order.
2. Provide evidence: Photos, videos, or other documentation may be required.
3. Assessment & resolution: If eligible, we will arrange a return, repair, or replacement in accordance with ACCC guidelines.

 

Change of Mind Policy

We do not accept returns or cancellations for change of mind once an order has been placed, please ensure you are 100% certain you want to proceed with your order. This includes cases where you no longer require the item, due to change to mind. However, if unforeseen circumstances arise, we encourage you to contact our team to discuss potential solutions, (07) 3519 4220

 

Note

• Shipping fees/ Restocking fees for non-faulty returns (if accepted under exceptional circumstances) may be at the customer’s expense.
• Items must be returned in unused, resellable condition with all packaging and accessories.

 

 

2.Trade Clients:

 

Warranty & Faulty Products

As per Australian Consumer Law, businesses purchasing goods may still be covered by consumer guarantees if the products are:

• Defective and/or not as described, fit for purpose.
• Affected by a major fault preventing their intended use

For minor faults, we will arrange a repair or replacement within a reasonable timeframe.

 

Returns Process

1. Report the issue: Contact us at warranty@customlithium.com.au within 14 days of placing/receiving your order.
2. Provide documentation: Photos, videos, or relevant test results may be required.
3. Assessment & resolution: If eligible, we will arrange a return, repair, or replacement in accordance with ACCC guidelines.

 

Change of Mind Policy

Orders placed under trade pricing and bulk agreements are final. If your customer changes their mind, the responsibility to resell the product lies with you, the trade account holder. We do not accept returns or cancellations due to third-party decisions unless there are unforeseen circumstances.

 

Note

• Trade clients are expected to conduct due diligence before purchasing, ensuring products are suitable for their customers.
• Return Shipping fees/ Restocking fees may apply for exceptional non-faulty returns.

General Conditions for All Returns

• Custom-built or special-order items are non-refundable.
• Products must not be used, installed, or modified before returning.
• Shipping costs for returned goods are the customer’s responsibility.

For further assistance, please contact us at sales@customlithium.com.auor call (07) 3519 4220

 

 

Late or missing refunds

 If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

 

If you’ve done all of this and you still have not received your refund yet, please contact us at warranty@customlithium.com.au.

 

 

 Exchanges

 We only replace items if they are defective or damaged. If you would like to discuss any options around exchanging an item please send us an email at orders@customlithium.com.au.

 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

 

Shipping returns

 To return your product, you should mail your product to:
CUSTOM LITHIUM
Unit 3/ 255 Leitchs Road
Brendale, QLD, 4500

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

 

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

Need help?

We are dedicated to providing superior customer service. If you require assistance with your battery or have any technical questions, please reach out to Custom Lithium Support at sales@customlithium.com.au 

For further details, visit our website: www.customlithium.com.au