Refunds & Exchange Policy

Returns, exchanges, cancellations and refunds are handled under the statutory right that applies or, where no statutory right applies, AC Direct's discretionary return policy. A supplier policy or discretionary approval process cannot reduce rights under applicable law.

ECTA cooling-off right: Where section 44 of the Electronic Communications and Transactions Act (ECTA) applies, you may cancel an online transaction without reason and without penalty within seven days after receiving goods. Subject to ECTA's statutory exclusions, the consumer pays only the direct cost of returning the goods and receives the refund within the period required by ECTA.

Consumer Protection Act rights: The Consumer Protection Act (CPA) separately protects returns including incorrect delivery, goods that could not be examined before delivery and do not meet the agreement, goods unsuitable for a disclosed purpose, and unsafe, failed or defective goods. Unsafe, failed or defective goods may be returned within six months without penalty and at the supplier's risk and expense, with the remedy chosen by the consumer as provided by section 56.

Discretionary returns: Where neither ECTA nor the CPA requires a return, AC Direct may approve a new, unused, resalable product for return within seven days. Reasonable transport, handling, use, or restoration costs will be disclosed before that return is accepted. Handling and administration fees do not apply to returns required by law, except for a specific reasonable charge or deduction expressly permitted by law.

AC Direct may approve or decline a discretionary exchange on a case-by-case basis, considering the condition of the goods and the reason for the exchange. Statutory returns and remedies are not subject to AC Direct or supplier approval.

For a discretionary exchange, a replacement unit will ordinarily be dispatched after the original item has been returned and verified as meeting the agreed exchange conditions. A replacement required by the CPA will be handled within a reasonable time and without imposing a condition inconsistent with the Act.

Black Friday, clearance, sale, or promotional purchases may be excluded from discretionary returns. Promotional status does not exclude ECTA or CPA rights where those Acts apply. Any charge for a discretionary return must be reasonable and agreed before the return is accepted; no blanket administration fee applies.

You may cancel an advance order as permitted by the Consumer Protection Act. To the extent permitted by law, AC Direct may charge a reasonable cancellation amount based on the circumstances and actual committed costs, but not where the law prohibits a fee. We will explain the calculation before making a deduction. ECTA cooling-off and other statutory cancellation rights remain unaffected.

Where an installation or service booking is cancelled after a technician has been dispatched, AC Direct may charge a reasonable, disclosed call-out amount only to the extent permitted by law and having regard to the circumstances and costs actually incurred. Statutory cancellation rights remain unaffected.

Made-to-order items, customised products, commercial units, cold rooms, special-order items and spare parts, including PC boards and electronic components, may be excluded from discretionary returns or where a statutory exclusion applies. This does not exclude CPA remedies for goods that fail to meet statutory standards or any other non-excludable right.

To avoid delay or further damage, returned goods should be safely de-installed where applicable, securely packaged, labelled with the return reference number, and accompanied by their accessories, parts, manuals, and original packaging where available. These preparation steps do not condition a statutory return where the law does not permit that condition.

For a discretionary return, AC Direct may reject the return or make a reasonable, itemised deduction for missing accessories, parts, manuals, packaging, or components. For a statutory return, a deduction or rejection applies only where and to the extent permitted by law.

If an item does not qualify for a statutory or accepted discretionary return, the customer may be responsible for reasonable, disclosed shipping or re-delivery costs. Inspection, repackaging, use, or restoration charges apply only where and to the extent permitted by law.

To the extent permitted by law, AC Direct is not responsible for loss, theft, damage, delay, or failed delivery caused by a courier or transport provider selected and contracted by the customer. This does not limit statutory rights or liability for AC Direct's own conduct.

Refunds will be processed after the returned product is received and any lawful inspection is completed, within the period required by applicable law. A discretionary refund will ordinarily be processed within 7 to 14 working days after acceptance.

We may update this policy prospectively. A change will not affect contracts already formed or a return right that has already arisen.