Returns and Refunds Policy

Last updated: 5 September 2026

This Returns and Refunds Policy explains how Braintric Electrical And Automation Engineering Pty Ltd (Braintric, we, us or our) handles requests for returns, repairs, replacements, refunds, re-performance and other remedies in relation to goods or services supplied by Braintric. This Policy is designed to reflect Braintric’s obligations under the Australian Consumer Law (ACL) while also explaining how voluntary return requests are handled. Nothing in this Policy excludes, restricts or modifies a consumer guarantee, statutory right or remedy that cannot lawfully be excluded.

1. Consumer guarantees

Goods and services supplied by Braintric may be subject to statutory consumer guarantees under the Australian Consumer Law. For goods, those guarantees may include requirements that products be of acceptable quality, match their description, be fit for a disclosed purpose where applicable, and correspond with any sample or demonstration model where relevant. For services, guarantees may include requirements that services be provided with due care and skill, be fit for a disclosed purpose or desired result in applicable circumstances, and be supplied within a reasonable time where no time has been fixed. If an applicable consumer guarantee is not met, the remedy depends on the nature and seriousness of the problem. Official guidance is available from the ACCC repair, replace, refund and cancel information.

2. Major problems with goods

A problem with goods may be considered major where, for example, a reasonable consumer would not have purchased the goods had they known about the problem, the goods are substantially unfit for their normal purpose and cannot easily be made fit within a reasonable time, the goods are substantially unfit for a disclosed purpose and cannot easily be made fit, the goods are unsafe, or the goods depart significantly from their description, sample or demonstration model. Where the Australian Consumer Law gives the consumer a right to reject goods for a major failure, the consumer may generally choose between a refund and replacement, subject to the requirements of the law. A consumer may in some circumstances choose to keep the goods and seek compensation for the reduction in value instead.

3. Non-major problems with goods

Where a failure with goods is not major and can be remedied, Braintric is generally entitled to provide an appropriate remedy within a reasonable time. Depending on the circumstances, that remedy may involve repair, replacement or another lawful solution. If Braintric does not remedy a non-major failure within a reasonable time where required to do so, further remedies may become available under the Australian Consumer Law.

4. Problems with services

If a service supplied by Braintric does not meet an applicable consumer guarantee, the appropriate remedy depends on whether the problem is major and whether it can be remedied. Where a service failure is capable of remedy and is not major, Braintric may be entitled to rectify the problem within a reasonable time. Where a service has a major failure, the consumer may have rights to cancel the affected service contract and obtain a refund for the unused portion or compensation for reduced value, depending on the circumstances. Consumers may also have rights to compensation for reasonably foreseeable loss or damage caused by a failure to comply with a consumer guarantee.

5. Manufacturer involvement

A product supplied by Braintric may also be covered by a manufacturer or importer warranty. A manufacturer warranty can provide an additional avenue for assistance, but it does not remove Braintric’s obligations as the supplier where those obligations apply under the Australian Consumer Law. Braintric will not require a consumer to deal exclusively with a manufacturer where Braintric is legally responsible for providing a remedy.

6. Change-of-mind returns

Australian Consumer Law does not generally require a business to provide a refund or exchange merely because a customer changes their mind, orders the wrong product, finds a cheaper alternative elsewhere or no longer needs the item. Braintric may, at its discretion, consider a voluntary change-of-mind return where the goods are standard stock items and are suitable for resale. Approval is not automatic. Braintric may decline a change-of-mind return for custom-made, specially ordered, configured, programmed, cut-to-length, installed, energised or customer-specific goods, or where the condition of the goods prevents safe or reasonable resale. Any voluntary change-of-mind return is separate from statutory rights for faulty or non-compliant goods. For a voluntary change-of-mind return to be considered, goods should generally be:

• unused and in resaleable condition;
• complete with supplied accessories and documentation;
• in original packaging where reasonably practicable;
• not installed, energised, commissioned, programmed, configured or modified; and
• accompanied by reasonable proof of purchase.

7. How to request a return or remedy

To request a repair, replacement, refund, return, re-performance or other remedy, contact Braintric and provide enough information for us to identify and assess the transaction. Providing clear information at the outset can significantly reduce assessment time. Where reasonably available, please provide:

• your name and contact details;
• order, invoice or job number;
• purchase or completion date;
• product or service description;
• delivery or site address;
• a clear description of the issue;
• when the issue was first observed; and
• photographs, videos, fault codes or other useful supporting information.

8. Proof of purchase

Braintric may ask for reasonable proof of purchase before providing a remedy. Proof of purchase does not necessarily need to be the original printed receipt. Depending on the circumstances, acceptable evidence may include an invoice, order confirmation, bank or card statement, account record or other reliable evidence showing that the goods or services were supplied by Braintric.

9. Inspection and assessment

Braintric may reasonably inspect, test or assess goods or services before determining the appropriate remedy. Assessment may be necessary to establish whether a problem exists, whether the failure is major or non-major, whether the issue was caused by installation, misuse, external conditions or another factor, and what remedy is legally and practically appropriate. For installed electrical or technical equipment, assessment may require an on-site inspection or attendance by an appropriately licensed or authorised person.

10. Original packaging

Original packaging is not a condition of exercising statutory rights in relation to faulty goods. However, where goods need to be transported, suitable packaging may be required to prevent further damage and to allow safe handling. For voluntary change-of-mind returns, original packaging may be relevant to whether the goods remain suitable for resale.

11. Returning faulty goods

Where goods can be posted or easily returned, the consumer may be asked to return them to Braintric or another nominated location for assessment. If Braintric confirms that the goods have a problem covered by the consumer guarantees, Braintric will reimburse reasonable return costs where required by law. For large, heavy, installed or difficult-to-remove faulty goods, Braintric will arrange collection, inspection or another appropriate method where the Australian Consumer Law requires the supplier to do so. The ACCC notes that businesses are responsible for collecting or paying reasonable return costs for faulty goods that are large, heavy or difficult to remove where the relevant legal requirements are met. Official guidance is available from the ACCC.

12. Installed electrical equipment

Electrical, solar, battery, EV-charging, automation and industrial equipment can present serious hazards if it is incorrectly isolated, removed, opened, altered or re-energised. Do not uninstall, disconnect or dismantle installed electrical equipment solely for the purpose of returning it if doing so would be unsafe or would involve regulated electrical work. Contact Braintric first so an appropriate inspection, isolation, collection or return process can be arranged.

13. Inspection costs where no fault is found

If Braintric reasonably assesses goods and determines that there is no fault covered by a statutory or agreed remedy, or that the issue was caused by circumstances outside Braintric’s responsibility, the customer may be responsible for reasonable inspection, collection or transport costs where the law and the circumstances permit. Where Braintric intends to charge such costs, a reasonable estimate will be provided before significant collection or inspection costs are incurred where required by law.

14. When a remedy may not be available

A statutory remedy may not apply where the issue was caused by the customer rather than by a failure to comply with a consumer guarantee. Depending on the circumstances, this may include damage caused by misuse, abnormal use, unauthorised alteration, incorrect third-party installation, operation outside stated limits or deliberate damage. A voluntary return may also be declined where the customer has simply changed their mind and the goods do not meet Braintric’s voluntary return conditions. An exclusion applies only to the extent permitted by law and only to the extent the relevant circumstance caused or contributed to the problem.

15. Refund method

Where a refund is approved, Braintric will normally return the money using the original payment method where reasonably practicable. If the original method is unavailable, Braintric may agree with the customer on another appropriate refund method. Braintric will not provide a store credit instead of a refund where the consumer is legally entitled to a refund and has not agreed to another remedy.

16. Refund timing

Braintric will initiate an approved refund within a reasonable period after the refund is confirmed and the information required to process it is available. Banks, card schemes and payment providers may require additional processing time after Braintric has initiated the refund. That external processing period is outside Braintric’s direct control.

17. Damaged, incomplete or incorrect deliveries

If goods arrive damaged, incomplete, incorrect or materially different from the goods ordered, contact Braintric promptly. Where possible, keep the goods, packaging and shipping label and provide photographs of the condition in which the shipment arrived. This information can assist Braintric in investigating the matter and any freight claim. Prompt notification assists the investigation but does not remove statutory rights that cannot lawfully be excluded.

18. Refunds for services already partly supplied

Where a service contract is cancelled or a refund remedy applies after part of a service has been properly supplied, the refund or compensation will be determined according to the Australian Consumer Law and the circumstances of the failure. Braintric will not retain payment for work that the law requires to be refunded, but a consumer may not necessarily be entitled to a refund for conforming services already received where the law permits those services to be charged.

19. Contact for returns and refunds

Before sending goods, please contact Braintric so that the correct return or assessment method can be confirmed.

Braintric Electrical And Automation Engineering Pty Ltd

• Website: braintrical.com.au
• Email: info@braintrical.com.au
• Location: South Penrith NSW 2750 & Victor Crescent, Forest Hill VIC 3131
• Phone: 02 8484 0354
• Mobile: 0426 421 625

• ABN: 65 649 229 292
• ACN: 649 229 292
• NSW Electrical Contractor Licence: 397602C