Returns

Our Return Policy

We want you to be happy with your purchase but if your new item is not quite right, we have the following return options available in addition to your rights under Australian Consumer Law:

• All items can be returned for either an exchange or refund (except for custom-made cables)
• The shipping cost to return an order is payable by the customer, unless faulty, damaged, or incorrect. (Refer Submitting a Return)
• Online orders are only able to be returned to our warehouse via our Returns Portal.

Return Conditions

• Your return is initiated within 30 days of placing your order (7 days if faulty, damaged, or incorrect)
• Your return is sent back within 7 days of being approved
• You may need a receipt or proof of purchase
• Item(s) are in original condition (unused and in original packaging)
• Returned item(s) must have been lodged online using our Returns Portal.
• Return authorisation has been approved via email
• The shipping cost to return item(s) is payable by the customer

Items that Can’t be Returned

• Any used, soiled, or damaged items (outside of normal use)
• Custom-built cables
• Specially ordered items
• Gift Cards

Custom Power Cables reserves the right to deny a return if it does not meet the above conditions.

Submitting a Return (Change of Mind or Other)

• Please submit a return request within 30 days of placing your order via our Returns Portal and follow the prompts.
• Once lodged your return request will be approved or rejected and you will be notified via email within 3-5 business days.
• If approved, please ship the item(s) back to us in a protective bag or box via a registered/traceable form of shipping as we will not be responsible for goods that are damaged or lost in transit.
• Shipping labels are payable by the customer.
• Alternatively you can download & pay for return shipping using our Australia Post Return Portal and follow the prompts. You will need your Order Number, Return Authorisation Number, email address & credit card details and select Change of Mind or Other as the return reason. (If the Incorrect, Faulty or Damaged Return Reason is used, the shipping costs incurred will be taken off your refund amount)
• You will receive an email notification when your return is received in our warehouse. Please allow 3-5 business days for processing.
• You will receive an email notification when your refund/exchange has been processed & completed.
• Refunds are issued instantly but can take up to 15 business days to be processed by your bank.

Submitting a Return (Incorrect, Faulty, or Damaged Items)

• Please inspect your order upon arrival for any defective, damaged or incorrect items.
• Submit a return request within 7 days of receiving your order via our Returns Portal and follow the prompts.
• You will be required to include a brief description & at least one image of the deemed issue.
• Once lodged your return request will be approved or rejected and you will be notified via email within 3-5 business days.
• If approved, you will be emailed a return label with instructions. Please ship item(s) back to us in a protective bag or box. We will not be responsible for goods that are damaged or lost in transit.
• You will receive an email notification when your return is received in our warehouse. Please allow 3-5 business days for processing.
• You will receive an email notification when your refund/exchange has been processed & completed.
• Refunds are issued instantly but can take up to 15 business days to be processed by your bank.

Issue with your order?

If you have any other questions regarding a return please email returns@custompowercables.com.au or submit an enquiry via our Contact Us page.

You can also track the progress of your returns via our Returns Portal.

Custom Power Cables Returns
4/477 Dorset Rd
Bayswater, VIC, 3153