Return, Refund & Cancellation Policy

Return, Refund & Cancellation Policy

Last Updated: Jan 2026

Portable Power Station 365 ("PPS365", "we", "our", "us") is committed to providing high-quality products and excellent customer service.

This Returns, Refunds & Order Cancellation Policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes any rights or remedies available to consumers under applicable law.

1. Order Cancellation

Customers may cancel an order and receive a full refund provided:

  • The cancellation request is received within 48 hours of placing the order; and

  • The order has not yet been dispatched.

Cancellation requests should be submitted via email to:

support@portablepowerstation365.com.au

If an order has already been dispatched, the order will be treated under the Return & Refund provisions of this policy.

2. Non-Receipt of Products

If you have not received your order within the expected delivery timeframe, please contact our customer support team.

Please provide:

  • Order number

  • Full name

  • Delivery address

Our team will investigate the shipment status and assist in resolving the issue as quickly as possible.

3. Damaged, Faulty or Incorrect Products

If you receive:

  • A damaged product

  • A faulty product

  • An incomplete shipment

  • An incorrect product

Please notify us within 7 days of delivery.

To assist with a prompt resolution, please provide:

  • Order number

  • Product serial number (if applicable)

  • Photographs of the product

  • Photographs of the packaging

  • Video evidence where appropriate

Upon review, we may offer:

  • Replacement

  • Repair

  • Refund

  • Missing item shipment

In accordance with Australian Consumer Law.

4. 30-Day Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within 30 days of receiving the product.

To qualify for a change-of-mind return, the product must:

  • Be returned within 30 days of delivery

  • Be unused

  • Be in as-new condition

  • Include all original accessories

  • Include all original packaging

  • Be suitable for resale

Returns that do not meet these requirements may be refused or may incur additional fees.

5. Products Not Eligible for Change-of-Mind Returns

The following items are generally not eligible for change-of-mind returns:

  • Used products

  • Installed products

  • Products damaged by misuse

  • Custom-configured systems

  • Special-order products

  • Clearance or end-of-line products

  • Gift cards

This restriction does not affect your rights under Australian Consumer Law.

6. Return Authorization (RMA)

Before returning any product, customers must obtain a Return Merchandise Authorization (RMA) number from PPS365.

Returns sent without prior authorization may be refused.

To request an RMA, please contact:

support@portablepowerstation365.com.au

Please include:

  • Order number

  • Product details

  • Reason for return

  • Photos of the product

Once approved, we will provide return instructions and an RMA reference number.

7. Lithium Battery & Dangerous Goods Returns

Many products sold by PPS365 contain lithium batteries and may be classified as Dangerous Goods (DG) for transportation purposes.

Customers arranging a return shipment must comply with all applicable transport regulations and carrier requirements.

Where required, PPS365 can provide:

  • Safety Data Sheets (SDS/MSDS)

  • Product specifications

  • Dangerous Goods information

Customers are responsible for ensuring products are packaged safely and appropriately for transport.

We strongly recommend purchasing transit insurance for high-value return shipments.

PPS365 is not responsible for products lost or damaged during return transit.

8. Return Shipping Costs

Change-of-Mind Returns

Customers are responsible for:

  • Return freight costs

  • Transit insurance (recommended)

  • Packaging costs

Original shipping charges paid by PPS365 may be deducted from the refund amount where applicable.

Faulty Products

Where a warranty or ACL claim is confirmed, PPS365 may reimburse reasonable return shipping costs or arrange collection at our discretion.

9. Inspection and Testing

Returned products may be inspected and tested upon arrival.

If testing determines:

  • No fault exists;

  • The issue resulted from misuse;

  • The product was damaged after delivery;

the return may be declined and the product returned to the customer.

Inspection fees may apply where permitted by law.

10. Restocking Fee

For approved change-of-mind returns, a restocking fee of up to 10% of the purchase price may apply.

This fee helps cover:

  • Product inspection

  • Functional testing

  • Repackaging

  • Inventory processing

No restocking fee will apply where the customer is entitled to a remedy under Australian Consumer Law.

11. Refund Processing

Once a returned product has been received and inspected, customers will be notified of the outcome.

Approved refunds will be issued to the original payment method.

Refunds are generally processed within 5–10 business days, although actual processing times may vary depending on the payment provider.

12. Refused Deliveries

Refusing a shipment does not automatically cancel an order.

Refused deliveries will be treated as a change-of-mind return.

Any costs incurred by PPS365, including:

  • Return freight charges

  • Carrier fees

  • Handling fees

may be deducted from any refund amount.

13. Return Requests May Be Refused If

  • Products are returned without an RMA number;

  • Products are returned without original accessories;

  • Products are returned without original packaging;

  • Products have been damaged by misuse or neglect;

  • Products are returned in an unsaleable condition;

  • Products are returned outside the approved return period.

This clause does not affect any rights available under Australian Consumer Law.

14. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

15. Contact Information

Portable Power Station 365

Email:
support@portablepowerstation365.com.au

Website:
www.portablepowerstation365.com.au

Business Address: