Warranty & Returns

At Enexus Distribution Pty Ltd (“Enexus”, “we”, “us”), we stand behind the performance of the hardware we supply.

This page explains:

  • your rights under the Australian Consumer Law (ACL)

  • the manufacturer and Enexus warranties that may apply

  • how to make a warranty or returns claim

  • how we handle incorrect, damaged or faulty items

Nothing on this page limits or replaces your rights under the ACL.

1. Your Rights Under the Australian Consumer Law

Our goods come with legal guarantees that cannot be excluded under the ACL.

In broad terms:

  • If a product has a major failure, you can choose a refund or replacement, and you may be entitled to compensation for any other loss or damage that is reasonably foreseeable.

  • If a product has a problem that is not major, we can usually choose to repair the product or replace it within a reasonable time.

  • These rights apply in addition to any manufacturer’s warranty or Enexus warranty described below.

2. Manufacturer Warranty

Many of the products we distribute are covered by a manufacturer’s warranty.

The exact terms (including duration and what is covered) depend on the product and the manufacturer. In general:

  • Most EV chargers and associated hardware come with a 2‑year manufacturer’s warranty from the date of commissioning

  • Some components (for example, accessories or replacement parts) may have a shorter warranty period

Please refer to the product datasheet or manufacturer’s warranty document for the specific warranty applying to your product, or ask us if you’re unsure.

Where permitted, we will pass through the manufacturer’s warranty to you and help coordinate claims.

3. Enexus Warranty Against Defects (Summary)

In addition to your rights under the ACL and any manufacturer warranty, Enexus may offer its own limited warranty against defects for some products.

A typical Enexus warranty will state:

  • Who provides the warranty: Enexus Distribution Pty Ltd (ABN 25 692 297 644)

  • What is covered: defects in materials and workmanship under normal use

  • Warranty period: 12 months from the date of invoice

  • What we will do: repair or replace the product (or provide an equivalent product) within a reasonable time

  • How to make a claim: follow the steps in the “How to Make a Warranty or Returns Claim” section below

  • What you need to provide: proof of purchase, product serial number, fault description and installation details

This warranty is in addition to your ACL rights; it does not limit them.

Before publishing, decide and document the exact warranty period(s) you want per product line, and keep the wording in your warranty PDFs, datasheets and this page consistent.

4. What Is Not Covered

Warranties (manufacturer or Enexus) generally do not cover:

  • incorrect, non‑compliant or unsafe installation

  • use by unlicensed or unqualified installers (for electrical work)

  • use that is inconsistent with product ratings, manuals or guidelines

  • damage caused by:

    • power quality issues, surges or lightning

    • vermin, insects or foreign objects

    • water or dust ingress beyond the stated IP rating

    • accidents, misuse, abuse or neglect

  • unauthorised modification, repair or tampering

  • fair wear and tear or cosmetic damage that does not affect function

If a returned product is found to be outside warranty or “no fault found”, we may pass on reasonable testing, handling and freight costs.

5. Change‑of‑Mind Returns

Because Enexus primarily supplies hardware to trade, commercial and project customers, we generally do not offer change‑of‑mind returns.

However, at our absolute discretion, we may agree to accept a product back where:

  • the product is a standard stocked item (not custom or special order)

  • it is unused, in as‑new condition, and in original, undamaged packaging

  • you request the return within 14 days of invoice

If we approve a change‑of‑mind return:

  • a restocking fee may apply (typically 15–20% of the invoice value)

  • you are responsible for freight back to our nominated warehouse

  • credit is issued only after inspection and confirmation that the product is resalable

If you do not want to offer change‑of‑mind returns at all, simply remove this section and say “We do not offer change‑of‑mind returns”.

6. Incorrect, Damaged or Short‑Delivered Items

If you receive:

  • the wrong item,

  • a product that appears damaged on arrival, or

  • a short delivery compared with your packing slip,

please let us know as soon as possible, and no later than 14 days after delivery, so we can investigate and resolve the issue quickly.

To help us, please:

  1. Do not install or commission damaged goods.

  2. Take clear photos of the goods, packaging and labels.

  3. Note any visible damage on the carrier’s delivery docket (if safe to do so).

  4. Email your Enexus contact or support@enexus.com.au with:

    • your company name

    • purchase order number and/or invoice number

    • serial number(s)

    • description of the issue

    • any photos or evidence you have

Where we are responsible, we will arrange repair, replacement, or other appropriate remedy in line with our Terms and the ACL.

7. How to Make a Warranty or Returns Claim (RMA Process)

To lodge a warranty or returns claim:

Step 1 – Gather your information

Please have the following ready:

  • your business name and contact details

  • purchase order number and/or invoice number

  • product model and serial number(s)

  • installation date and site address

  • a clear description of the fault or issue

  • any relevant photos, error logs, or diagnostic information

Step 2 – Contact Enexus

Email: support@enexus.com.au
Phone: +61 3 8582 0853

We may provide you with a Return Material Authorisation (RMA) number and instructions.

Step 3 – Return or isolate the product (if requested)

Depending on the issue, we may:

  • ask you to return the product to our nominated warehouse; or

  • ask your installer to isolate the product and provide more diagnostic information; or

  • arrange for the manufacturer or authorised service partner to attend the site.

Unless the ACL or a manufacturer’s warranty requires otherwise:

  • you are responsible for freight to us, and

  • we are responsible for freight back to you for confirmed warranty repairs or replacements.

Step 4 – Assessment and outcome

Once we or the manufacturer have assessed the product, we will:

  • repair the product;

  • replace it with the same or equivalent model;

  • credit or refund you in accordance with the ACL and our Terms; or

  • return the product to you if no fault is found or the issue is outside warranty (in which case testing and freight charges may apply).

8. Out‑of‑Warranty Repairs

For products that are out of warranty, we may still be able to:

  • arrange a paid repair through the manufacturer or service partner; or

  • quote an equivalent replacement product.

Out‑of‑warranty repairs and replacements are fully chargeable, including parts, labour, testing and freight.

9. Responsibilities of Installers and Partners

To help protect end customers and maintain warranty coverage:

  • All electrical work must be carried out by properly licensed electricians and in line with local regulations and product documentation.

  • Installers should complete and keep:

    • any required compliance certificates and test reports;

    • photos of the installation; and

    • network or configuration records (where relevant).

  • Where we request information to help diagnose an issue (for example, photos, logs or commissioning reports), please provide it promptly.

Failure to install products correctly, or to follow manufacturer guidelines, can affect safety, performance and warranty eligibility.

10. Priority of Documents

This page is intended as a plain‑language overview.

If there is any inconsistency between this page and:

  • our Terms and Conditions of Supply (Hardware), or

  • the relevant manufacturer’s warranty,

then, to the extent permitted by law:

  1. the ACL and other non‑excludable laws prevail; then

  2. the manufacturer’s warranty; then

  3. our Terms and Conditions of Supply; and

  4. this Warranty & Returns page as a summary only.

11. Contact Us

If you have any questions about warranty or returns, or you’re unsure which process applies:

We’ll help you work out the quickest and most appropriate path to get your issue resolved.