Returns & Refund Policy

At Active Electrical 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 to have goods repaired or replaced if they are not of acceptable quality. This policy applies in addition to those rights.

If you have simply changed your mind, you may return eligible products within 14 days of delivery, provided they are:

• Unused and in their original, undamaged packaging;
• In a resaleable condition with all components and documentation; and
• Accompanied by proof of purchase.

Change-of-mind returns are subject to a 25% restocking fee, and delivery charges are non-refundable. Special-order, cut-to-length and clearance items may not be eligible for change-of-mind returns.

If an item arrives faulty, damaged or is not what you ordered, please contact us as soon as possible — ideally within 7 days of delivery. We will arrange a repair, replacement or refund as appropriate, and we will cover reasonable return delivery costs for these items.

Please keep the product and packaging and, where possible, send us photos to help us resolve the issue quickly.

To start a return, contact our team at info@activeelectrical.com.au or 03 9553 0882 with your order number and details of the item. We will confirm whether the item is eligible and provide return instructions.

Approved returns should be sent to: 102-108 Cochranes Road, Moorabbin, VIC 3189. Please do not send items back before your return has been approved.

Once we receive and inspect your return, we will let you know the outcome. Approved refunds are issued to your original payment method:

• Card payments are refunded to the card used for the purchase via our payment provider (NAB);
• Trade-account purchases are credited back to your account.

Refunds are typically processed within 1–2 business days of approval. Depending on your bank, it can take a further 3–5 business days for the funds to appear on your statement. We refund to the original payment method only and never require your full card details to process a refund.

If you have any questions about returns or refunds, contact us at info@activeelectrical.com.au or 03 9553 0882.