Refund policy
PlugNPlay Return and Refund Policy
Last updated: 29 October 2026
This policy applies to orders placed through plugnplay.au.
Your consumer rights: Our products come with consumer guarantees under the Australian Consumer Law. These rights cannot be excluded and are separate from any voluntary warranty or discretionary change of mind return. Nothing in this policy limits those rights.
1. Cancellations
Orders can be cancelled within 24 hours of purchase, as long as the order has not already been processed, packed, made, customised or shipped.
If your order has already been processed, packed, made, customised or shipped, we may not be able to cancel it.
PlugNPlay may cancel and refund an order if needed, including for stock errors, pricing errors, suspected fraud, incorrect customer details, compatibility concerns, unsafe product use, or any issue that prevents us from supplying the order.
2. Compatibility Before Ordering
Many PlugNPlay products are made for specific eBike models, wiring setups, controllers, throttles, displays and connector types.
Before ordering, please read the product page carefully and contact us if you are unsure whether the product will work with your bike.
If an item matches its description and any advice we gave you, and there is no consumer guarantee issue, ordering an unsuitable item may be treated as incorrect selection. Please contact us so we can assess your situation; not asking for advice before purchase does not, by itself, remove your consumer rights.
3. Change of Mind Returns
We do not normally accept change of mind returns. We may consider a request at our discretion if you contact us within 30 days of delivery. This is not an automatic 30-day return entitlement and does not set a time limit on consumer guarantee claims.
This includes situations where:
- you ordered the wrong item
- you no longer want the item
- you found a cheaper product elsewhere
- you changed your mind after ordering
- the item does not fit because compatibility was not checked first
- the item requires installation, adjustment or correct tools
- the item has been installed, used, modified, damaged or wired incorrectly
We may approve a change of mind return at our discretion.
If approved, the item must be unused, uninstalled, undamaged, in original condition, and returned with all included parts, packaging and accessories.
Return shipping for approved change of mind returns is the customer’s responsibility.
4. Restocking Fee
Approved discretionary returns, where there is no consumer guarantee issue, are subject to a 30% restocking fee. We will confirm the applicable fee before you agree to the return.
This applies only to approved discretionary returns where there is no consumer guarantee issue. Examples may include:
- change of mind returns
- incorrect item selection
- bike incompatibility
- installation issues
- setup issues
- adjustment issues
- not using the correct tool, screwdriver or fitting method
- returns where the product is tested and confirmed to be working correctly
The 30% restocking fee helps cover handling, inspection, testing, repackaging, payment fees, admin time and reduced resale value.
The restocking fee does not apply where PlugNPlay is required to provide a refund, replacement, repair or other remedy under the Australian Consumer Law because the product has a confirmed fault, major problem, or other valid consumer guarantee issue.
For discretionary returns, damage, missing parts, modification or wear may affect whether we accept the return or make a reasonable deduction. This does not apply to a remedy you are entitled to under the Australian Consumer Law.
5. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, contact us as soon as possible.
Please include:
- your order number
- clear photos or videos of the issue
- photos of the packaging if it arrived damaged
- a clear explanation of the problem
- your bike model and setup if the issue relates to compatibility or installation
PlugNPlay may need to inspect, test or assess the product before confirming whether there is a fault and what solution is appropriate.
We will assess the issue and provide the remedy required by the Australian Consumer Law. Troubleshooting or a missing part may resolve some issues. We will not require you to accept store credit instead of a refund you are entitled to.
Installation, adjustment and compatibility issues may need troubleshooting or inspection to establish the cause. We assess the product, its description, any advice provided and the available evidence rather than assuming that the product is or is not faulty.
6. 48 Hour Reporting Request
Please report damaged, incorrect or faulty items within 48 hours of delivery where possible.
This helps us investigate the issue quickly, especially for courier damage, missing parts or incorrect items.
This 48 hour request does not remove or limit your rights under the Australian Consumer Law.
7. Minor Problems
For a minor problem covered by the Australian Consumer Law, we will provide a remedy at no cost within a reasonable time. This may be a repair or another appropriate remedy. If we cannot fix the problem within a reasonable time, you may have further rights, including a refund or replacement.
8. Major Problems
If the product has a major problem under the Australian Consumer Law, you can choose a refund or replacement.
A major problem may include where the product is unsafe, significantly different from the description, not fit for its normal purpose, or cannot be fixed within a reasonable time.
9. Incorrect Installation, Setup Issues, Misuse or Modification
Damage caused by misuse or an action outside the product’s stated purpose, specifications or instructions may not be covered. Examples include:
- incorrect wiring, installation or adjustment
- forcing or damaging screws, connectors or fittings
- cutting, soldering or modifying the product
- use outside the product’s stated purpose or specifications
- crash damage, short circuits or misuse
- failing to follow appropriate supplied instructions
Opening, modifying or installing a product does not automatically remove your consumer guarantee rights. Damage caused by those actions may not be covered. We will assess whether the action caused the reported problem; an unrelated fault is not automatically excluded.
Any voluntary warranty is additional to your consumer guarantee rights and cannot replace or limit them.
If testing finds the product is working correctly, or an issue was caused by installation, adjustment, misuse or customer-caused damage, we will explain the assessment. A discretionary return may be considered only where there is no consumer guarantee issue.
If no consumer guarantee issue is found, reasonable shipping or inspection costs may apply. We will provide a reasonable estimate of collection and inspection costs before collecting the product. A 30% restocking fee applies only if we agree to a discretionary return, not simply because you reported a problem.
10. Shipping Fees
For approved change of mind returns, original shipping fees are normally not refunded.
For approved discretionary returns where there is no consumer guarantee issue, the customer pays return shipping and any agreed replacement shipping unless PlugNPlay agrees otherwise.
If a refund, replacement or repair is required under the Australian Consumer Law because of a confirmed fault or valid consumer guarantee issue, shipping fees will be handled in accordance with the law.
11. Return Shipping
Please contact us before returning an item so we can provide the correct return address and instructions. Prior approval is not a condition that removes your consumer guarantee rights.
The customer pays return shipping for approved discretionary returns where there is no consumer guarantee issue.
For products claimed to be faulty, PlugNPlay may ask the customer to return the product for inspection, testing or assessment.
If we confirm a fault or another consumer guarantee issue, we will provide the required remedy and reimburse reasonable return costs you have already paid. Please keep your postage receipt.
If no consumer guarantee issue is found, we will explain the assessment and any previously disclosed reasonable costs. The restocking fee applies only to an approved discretionary return.
12. Condition of Returned Items
Pack returned items safely and include relevant parts and accessories. Original packaging is not required for a consumer guarantee claim. We may request proof of purchase.
For discretionary returns, the unused and original-condition requirements in section 3 apply. Missing parts, damage or use may affect acceptance or an agreed deduction.
This does not remove or limit your rights under the Australian Consumer Law.
13. Refund Timing
Approved refunds will usually be processed back to the original payment method.
Refunds may take 7–10 business days to appear depending on your bank, card provider or payment platform.
14. Contact
For refund, return or cancellation help, contact PlugNPlay.
Please include your order number so we can help faster.