Returns and Refunds
You must use the Warranty / Service Request form found on this website (click here) or email us at warranty@customlithium.com.au within the 14 days from the time you received the goods so that we can resolve any problems. Claims for refunds outside this time will be at the discretion of Custom Lithium.
This refund policy does not apply to custom goods which have been used or damaged after delivery, if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer.
It is recommended that you return the product via Registered post / Courier and that you pre pay all postage. You assume any risk of loss, theft or damage to goods during transit and therefore, we advise you to take out shipment registration of insurance with your postal carrier if this is available for the product that you are attempting to return.
All refunds will be equal to the cost of the product only and exclude the initial delivery and return costs.
For all returns other than faulty or damaged items, a $50.00 AUD re-stocking fee may be deducted from the refund for domestic orders. For international orders, the re-stocking fee will be equal to the original AUD shipping cost.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
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?
Contact us at sales@customlithium.com.au for questions related to refunds and returns.