Return and Refund Policy
Returns and Refunds Policy
Because we sell power, battery and electrical products, some items can’t be resold once they’ve been powered on, connected, installed or used. For this reason, change-of-mind returns need to meet the conditions below.
This policy has three sections: Change-of-Mind Returns; Faulty, Damaged or Incorrect Items; and Your Rights Under Australian Consumer Law.
1. Change-of-Mind Returns (30 Days)
If you’ve ordered the wrong item or changed your mind, you can request a return within 30 days of receiving your order. To be accepted, the product must be:
- Unused and untested. It must not have been powered on, plugged in, connected to a power source, mounted, installed or wired into anything.
- In its original packaging. The packaging must be undamaged, with seals, protective caps, manuals and all included accessories present.
- Returned with proof of purchase. A receipt or invoice is required.
Non-returnable items: Due to the nature of these items, we’re unable to accept change-of-mind returns on:
- Custom-built battery packs
- Special order items
- Personalised items
- Items that have been used, installed or connected to power
Return shipping: Approved change-of-mind returns are free. Once your return is approved, we’ll send you a prepaid return label. There is no restocking fee.
Exchanges: If you need a different product, return the original item through the process above. Once your return is approved, you can place a new order for the replacement.
Refunds: Once your return arrives, we’ll inspect it and let you know the outcome. If it meets the conditions above, we’ll refund your original payment method. Your bank may take a few extra days to process it. If you haven’t heard from us or received your refund within 15 business days, email sales@1224.com.au.
2. Faulty, Damaged or Incorrect Items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email sales@1224.com.au and we’ll sort it out.
Before sending anything back: Contact us first. We’ll give you return instructions and, where needed, a return authorisation and address.
Packaging: You don’t need the original packaging to make a claim on a faulty product. Faulty products may have been opened, tested or used before the fault appeared.
Return shipping: If a product arrives damaged or faulty, or we’ve sent the wrong item, we’ll cover the reasonable cost of returning it. Depending on the situation, we’ll send a prepaid label, arrange a courier pickup or give you other return instructions.
Refunds: Once we’ve received and assessed the item, we’ll let you know the outcome. If a refund applies, it will go back to your original payment method. If it hasn’t appeared within 15 business days of being approved, email sales@1224.com.au.
3. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our change-of-mind policy is in addition to these rights. The conditions on product use and packaging do not apply where a product is faulty or doesn’t meet a consumer guarantee.
For more information, visit the Australian Competition and Consumer Commission (ACCC) website.
Contact Us
1224 is a trading name of Cell Revival Pty Ltd (ABN 61 085 247 749)
1/1488 Sydney Road, Campbellfield VIC 3061 (warehouse, no visitors)
PO Box 185, Campbellfield VIC 3061
Sales and returns: sales@1224.com.au
Warranty: warranty@1224.com.au
Technical support: techsupport@1224.com.au
Phone: +61 490 807 728
Mon to Fri, 8am to 5pm (Melbourne time)