Last updated: 6 September 2026
This Policy explains how Braintric Electrical and Automation Engineering Pty Ltd handles requests for returns, repairs, replacements, refunds, re-performance and other remedies for goods or services supplied by Braintric. It is designed to reflect the Australian Consumer Law (ACL). Nothing in this Policy excludes, restricts or modifies a consumer guarantee or remedy that cannot lawfully be excluded.
Legal entity: Braintric Electrical and Automation Engineering Pty Ltd (ABN 65 649 229 292). In this policy, “Braintric”, “we”, “us” and “our” refer to Braintric Electrical and Automation Engineering Pty Ltd.
Goods may be subject to guarantees that they are of acceptable quality, match their description, are fit for a disclosed purpose where applicable and correspond with a sample or demonstration model where relevant. Services may be subject to guarantees that they are provided with due care and skill, are fit for a disclosed purpose or desired result where applicable and are supplied within a reasonable time where no time has been fixed.
If goods have a major failure under the ACL, a consumer may be entitled to reject the goods and choose a refund or replacement, subject to the law, or in some circumstances keep the goods and seek compensation for the reduction in value.
If a failure is not major and can be remedied, Braintric is generally entitled to provide an appropriate remedy within a reasonable time. Depending on the circumstances, this may involve repair, replacement or another lawful solution. Further remedies may be available if the problem is not remedied within a reasonable time.
If a service does not meet an applicable consumer guarantee, the remedy depends on the seriousness of the failure and whether it can be remedied. Where a non-major service failure can be remedied, Braintric may be entitled to rectify it within a reasonable time. A major service failure may give the consumer additional rights under the ACL.
We may ask for reasonable proof of purchase and information needed to assess a claim, such as order details, photographs, serial numbers, fault descriptions or access to inspect equipment. Lack of an original paper receipt does not automatically defeat a valid claim if purchase can reasonably be established another way.
Before returning electrical, solar, battery, automation or other technical equipment, contact Braintric for instructions. Some items may need to be isolated, removed or transported by appropriately qualified persons. Do not dismantle or ship hazardous or damaged energy-storage equipment without appropriate safety instructions.
Australian Consumer Law does not generally require a business to provide a refund simply because a customer changes their mind. Braintric may choose to accept a change-of-mind return for standard, unused, resalable goods where agreed in advance. Any voluntary return may be subject to reasonable conditions such as time limits, original packaging, proof of purchase and recovery of non-refundable freight or supplier charges, provided those conditions do not limit statutory rights.
Change-of-mind returns may not be available for custom-manufactured, specially ordered, cut-to-length, programmed, configured, assembled or customer-specific goods unless Braintric agrees otherwise. This does not affect rights for faulty or non-compliant goods under the ACL.
Approved refunds will generally be returned using the original payment method where practical. Processing times may depend on the bank or payment provider. Braintric will not deduct an unlawful fee from a refund that is required because of a failure covered by the ACL.
A manufacturer warranty is additional to any rights against Braintric as supplier under the ACL. We may assist with a manufacturer process where appropriate, but we will not require a customer to rely only on a manufacturer warranty where Braintric has a legal obligation to provide a remedy.
This policy is intended for publication on the Braintric website. It should be read together with any project-specific quotation, service agreement or other terms that expressly apply to a particular transaction.
Not automatically. Australian Consumer Law does not generally require a change-of-mind refund. Braintric may consider a voluntary return for suitable standard-stock goods in resaleable condition, but custom, installed, configured or customer-specific products may not be eligible.
Contact Braintric and provide reasonable proof of purchase and details of the problem. Braintric may inspect or test the product. The remedy depends on the nature and seriousness of the failure and may include repair, replacement, refund or another remedy required by law.
No. Original packaging is not a condition of exercising statutory rights for faulty goods. Suitable packaging may still be required if the product needs to be safely transported.
Braintric may involve the manufacturer where useful, but will not require you to rely exclusively on the manufacturer where Braintric has obligations as the supplier under the Australian Consumer Law.
Responsibility depends on the circumstances and applicable law. If Braintric confirms a problem covered by the consumer guarantees, reasonable return costs must be reimbursed where required by law. Large, heavy or installed faulty goods may need to be collected or inspected on site.
Not if removal would be unsafe or involves regulated electrical work. Contact Braintric first so an appropriate inspection or removal process can be arranged.
Braintric will generally refund to the original payment method where reasonably practicable. If that method is unavailable, another appropriate method may be agreed.
Contact Braintric promptly and provide the order details, photographs of the goods and packaging, and a description of the issue. Keep the goods and packaging until Braintric provides reasonable instructions unless retaining them would create a safety risk.
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