Refund policy
PlugNPlay Return and Refund Policy
This policy applies to orders placed through plugnplay.au.
Nothing in this policy removes, limits or replaces your rights under the 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
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 you order the wrong item, or the product does not work because your bike is not compatible, this may be treated as incorrect selection rather than a product fault.
If the product is not faulty, matches the product description, and the issue is caused by incorrect selection, bike incompatibility, incorrect installation, setup confusion, or not using the correct tools or instructions, we may not accept a return or refund unless required by law.
3. Change of Mind Returns
We do not normally accept change of mind returns.
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 non-fault returns are subject to a 30% restocking fee.
This applies to approved returns where the product is not faulty, including but not limited to:
- 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.
If a returned product is damaged, missing parts, modified, installed incorrectly, scratched, stripped, or no longer in resaleable condition, PlugNPlay may refuse the return or deduct additional reasonable costs where permitted by 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.
Depending on the issue, we may offer a repair, replacement, refund, store credit, missing part, troubleshooting help or another suitable remedy.
A product is not automatically considered faulty because it has not been installed correctly, has not been adjusted correctly, requires a specific tool, is being used on an incompatible bike, or has been damaged during installation. If you dont contact us before purchase to make sure your product works on your bike you may not be able to receive an immediate refund as the item most likely isnt 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
If the product has a minor problem, PlugNPlay may choose the appropriate remedy, such as repair, replacement, a missing part, troubleshooting help, or another suitable solution.
8. Major Problems
If the product has a major problem under the Australian Consumer Law, you may be entitled to 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
PlugNPlay is not responsible for faults, damage or issues caused by:
- incorrect wiring
- incorrect installation
- incorrect adjustment
- using the wrong screwdriver, tool or fitting method
- forcing screws, connectors or fittings
- stripping screws during installation or adjustment
- cutting, soldering or modifying the product
- using the product on an incompatible bike
- water damage
- crash damage
- short circuits
- misuse
- using the product outside its intended purpose
- failing to follow instructions or guidance provided by PlugNPlay
Opening up parts and taking them aprart will void your warranty and you will not be able to gain a refund or replacement.
If a product is returned and is tested as working correctly, or the issue is found to be caused by installation, adjustment, compatibility, misuse or customer-caused damage, the return may be treated as a non-fault return.
In that case, the customer may be responsible for return shipping, replacement shipping, inspection costs, repair costs where applicable, and the 30% restocking fee, unless otherwise required by law.
10. Shipping Fees
For approved change of mind returns, original shipping fees are normally not refunded.
For incorrect selection, compatibility issues, installation issues, setup issues, adjustment issues, or non-fault returns, the customer is responsible for return shipping and any 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
Do not send items back without contacting us first. Returns sent without approval may be delayed or rejected.
For approved change of mind returns, incorrect selection, compatibility issues, installation issues, setup issues, adjustment issues, or other non-fault returns, the customer pays return shipping.
For products claimed to be faulty, PlugNPlay may ask the customer to return the product for inspection, testing or assessment.
If the product is confirmed to have a fault or other valid consumer guarantee issue, PlugNPlay will provide a suitable remedy in accordance with Australian Consumer Law. This may include reimbursing reasonable return shipping where required.
If the product is tested and confirmed to be working correctly, or the issue is caused by incorrect installation, incorrect adjustment, compatibility, misuse, modification, using the wrong tool, or customer-caused damage, return shipping remains the customer’s responsibility and the 30% restocking fee may apply.
12. Condition of Returned Items
Returned items must be packed safely and include all parts, accessories and packaging where possible.
If a returned item is missing parts, damaged, modified, installed, used, scratched, stripped, or no longer in resaleable condition, this may affect whether the return is accepted and whether any deduction, repair cost or restocking fee applies.
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.
Phone: 0458658415
Please include your order number so we can help faster.
