Refund and Returns Policy
Custom Lithium is committed to delivering high-quality products and exceptional customer service. This Refund and Returns Policy is designed to ensure fairness, transparency, and compliance with Australian Consumer Law (ACL) for both Retail Customers and Trade Clients.
1. Retail Customers
Warranty & Faulty Products
In accordance with Australian Consumer Law, Retail Customers are entitled to a replacement or repair for faulty products that meet the criteria for major failure. A major failure includes:
-
A product that is unsafe, defective, or beyond repair.
-
A product that is not fit for its intended purpose.
-
A product that is significantly different from its description or specifications.
For minor faults, we will offer a repair or replacement within a reasonable timeframe.
Returns Process
To return a faulty product:
-
Report the Issue: Contact us via warranty@customlithium.com.au within 14 days of receiving your order.
-
Provide Evidence: Please provide supporting documentation such as photos, videos, or test results.
-
Assessment & Resolution: If your return request is eligible, we will arrange a return, repair, or replacement in line with the Australian Consumer Law.
Change of Mind Policy
Custom Lithium does not accept returns or cancellations for change of mind once an order has been placed. Please ensure you are 100% certain before proceeding with your order. We recommend you check lead times with our team prior to confirming your purchase.
In the case of unforeseen circumstances, please contact our team at (07) 3519 4220 to discuss potential solutions.
Additional Notes for Retail Customers
-
Non-Faulty Returns: Shipping and restocking fees for returns will be borne by the customer, except in exceptional circumstances.
-
Items must be returned in unused, resellable condition, including all original packaging and accessories.
2. Trade Clients
Warranty & Faulty Products
Trade Clients are also protected by Australian Consumer Law. Businesses may be entitled to a remedy if the products are:
-
Defective, or not as described or fit for their intended 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 for Trade Clients
-
Report the Issue: Contact us at warranty@customlithium.com.au within 14 days of receiving your order.
-
Provide Documentation: Photos, videos, or relevant test results may be requested.
-
Assessment & Resolution: If eligible, we will arrange a return, repair, or replacement in line with Australian Consumer Law.
Change of Mind Policy for Trade Clients
Orders placed under trade pricing and bulk agreements are final. In the event that your customer changes their mind, it is the responsibility of the trade account holder to manage the resale of the product. We do not accept returns or cancellations based on third-party decisions unless due to unforeseen circumstances.
Additional Notes for Trade Clients
-
Trade clients are advised to conduct due diligence before purchasing products to ensure their suitability for their customers.
-
Return shipping and restocking fees may apply in exceptional cases for non-faulty returns.
3. General Conditions for All Returns
-
Custom-built or special-order items are non-refundable unless defective.
-
Products must not be used, installed, or modified before returning.
-
Shipping costs for returned goods are the customer’s responsibility.
If you need assistance, please contact us at sales@customlithium.com.au or call (07) 3519 4220 .
4. Late or Missing Refunds
If you haven’t received your refund yet, please follow these steps:
-
Check your bank account again.
-
Contact your credit card company, as it may take some time for the refund to be officially posted.
-
Contact your bank, as there is often processing time before the refund is reflected.
If you’ve done all of the above and still have not received your refund, please contact us at accounts@customlithium.com.au.
5. Exchanges
We only replace items if they are defective or damaged. To discuss an exchange, please email us at warranty@customlithium.com.au.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. If the item was not marked as a gift, the gift giver will be refunded, and they will be notified about the return.
6. Shipping Returns
To return your product, please send it to:
Custom Lithium
Unit 3 / 255 Leitchs Road
Brendale, QLD 4500
You are responsible for the cost of shipping returned items. Shipping costs are non-refundable, and the return shipping and any associated fees will be deducted from your refund. Depending on your location, the time it takes for an exchanged product to reach you may vary.
For expensive items, we recommend using a trackable shipping service or purchasing shipping insurance.
Need Help?
For assistance with your return, exchange, or any technical questions, please reach out to our customer support team at sales@customlithium.com.au.
For more information, visit our website: www.customlithium.com.au