Refund policy

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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Change of mind returns

We accept change-of-mind returns within 30 days of delivery, provided the item is:
  • unused, uninstalled and in resaleable condition;
  • in its original, undamaged packaging with all accessories, cables, manuals and fittings;
  • not a custom-built, made-to-order or specially configured item (including pre-wired eSYSTEM boards built to a customer specification).
Change-of-mind returns are refunded to the original payment method less the original shipping cost. Return freight is at the customer's expense and risk. Batteries and other dangerous goods must be returned by a DG-accredited carrier; we can arrange this and deduct the cost from the refund.

We may apply a restocking fee of up to 15% on change-of-mind returns of items over $500 where repackaging or retesting is required.

Faulty, damaged or incorrect items

If an item arrives damaged, is not what you ordered, or develops a fault, contact us within 7 days of delivery (for transit damage) or as soon as the fault is noticed. We will arrange repair, replacement or refund in line with the Australian Consumer Law and the Dometic Warranty Policy, and cover reasonable return freight for faulty or incorrect goods.

Please keep the packaging and photograph any transit damage before contacting us.

Warranty claims

Warranty terms and claim steps are set out in our [/pages/warranty]Warranty Policy. Warranty claims on products purchased from an authorised Dometic dealer should be lodged with that dealer.

How to return an item
  1. Email sales.enerdrive@dometic.com with your order number, the item(s), and the reason for return. Include photos for damage or faults.
  2. We will issue a Return Authorisation (RA) number and return instructions. Returns without an RA may be delayed.
  3. Pack the item securely in its original packaging and mark the RA number clearly on the outside.
  4. Refunds are processed within 10 business days of the item being received and inspected. Your bank may take a further 3–5 business days to show the credit.
Exclusions
  • Products that have been installed, modified, or damaged through misuse, incorrect installation, or use outside the product's specifications.
  • Consumables and cut-to-length cable.
  • Gift cards.
Contact
Dometic Mobile Power APAC
Email: sales.enerdrive@dometic.com
Last updated: 26/09/2026