Refund policy
Refund and Returns Policy
Last updated: 2 September 2026
This Refund and Returns Policy applies to purchases made through the TerrainX website. It explains our change-of-mind returns process and your rights under the Australian Consumer Law.
Change-of-mind returns
We offer a 30-day return period from the date your order is delivered for eligible change-of-mind returns.
To be eligible, the product must be:
•unused and in its original saleable condition;
•returned with all original packaging, accessories, manuals and included parts; and
•accompanied by proof of purchase.
Because TerrainX products are electrical vehicle equipment, a product that has been installed, connected, used, charged, discharged or otherwise operated may not be eligible for a change-of-mind return. This does not affect your rights under the Australian Consumer Law if the product is faulty, unsafe, not as described or otherwise fails to meet a consumer guarantee.
To request a change-of-mind return, contact us at terrainx.com.au@gmail.com within 30 days of delivery. If your return is approved, you will be provided with return instructions. Returns must be approved before they are sent back. Products returned without prior approval may be delayed or refused.
Return shipping costs for change of mind returns are the responsibility of the customer.
Products that are not eligible for change-of-mind returns
Change-of-mind returns may not be available for products that have been:
•installed, connected to a vehicle or otherwise used;
•charged, discharged or tested outside the manufacturer’s instructions;
•damaged, modified, misused or improperly stored after delivery;
•returned without the original accessories, packaging or included parts; or
•purchased as a custom, personalised or special-order product, where applicable.
These exclusions do not limit your rights under the Australian Consumer Law.
Faulty, damaged or incorrect products
Please inspect your order as soon as it arrives. If your product is faulty, damaged in transit, unsafe, materially different from its description, or you receive the wrong product, contact us at terrainx.com.au@gmail.com as soon as possible.
Please include your order number and, where relevant, clear photos or a short video showing the issue. We may ask for information to help assess the problem, but we will not require you to troubleshoot a safety issue or continue using a product that may be unsafe.
TerrainX may need to assess the product before providing a remedy. If the problem is confirmed, we will provide the appropriate remedy required by the Australian Consumer Law. Depending on the nature of the problem, this may include a repair, replacement or refund.
Where a fault, damage or fulfilment error is confirmed, TerrainX will cover reasonable return shipping costs and provide reasonable instructions for returning the product.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded, restricted or changed by this policy.
Under the Australian Consumer Law, products must be of acceptable quality, safe, fit for their usual purpose, match their description and meet any express promises made about them.
If a product has a major failure, you may generally choose between a refund and a replacement of the same type of product. You may also be entitled to compensation for reasonably foreseeable loss or damage in some circumstances.
If a product has a minor failure, TerrainX may first repair or fix the problem within a reasonable time. If the problem cannot be fixed within a reasonable time, you may be entitled to a replacement, refund or other remedy as provided by law.
A product may have a major failure if, for example, it is unsafe, substantially different from its description, cannot be used for its normal purpose and cannot be easily fixed within a reasonable time, or has a problem serious enough that a reasonable customer would not have purchased it if they had known about it.
You are not generally entitled to a refund or replacement under the consumer guarantees simply because you changed your mind, found the product cheaper elsewhere or no longer want the product. However, our 30-day change-of-mind policy may apply if the eligibility requirements above are met.
TerrainX is responsible for dealing with consumer-guarantee claims for products purchased from us. We will not direct you to the manufacturer as a substitute for dealing with your rights against TerrainX.
For more information, visit the Australian Competition and Consumer Commission guidance on repairs, replacements and refunds.
Exchanges
We do not generally offer direct exchanges for change-of-mind returns.
If you want a different model or product, you may return the eligible unused product under this policy and place a new order after the return has been approved. Any additional shipping costs are the customer’s responsibility unless the original product was faulty, damaged or incorrect.
If a product is faulty or has a consumer-guarantee problem, TerrainX will provide the remedy required by law, which may include a replacement.
Refunds
Once your returned product has been received and assessed, we will notify you of the outcome.
If the return is approved, the refund will be processed to the original payment method. Your bank or payment provider may take additional time to display the refund.
For an approved change-of-mind return, the refund generally covers the product purchase price. Original shipping charges and return shipping costs are not refundable unless required by the Australian Consumer Law or the product was faulty, damaged or incorrect.
For a refund relating to a major failure or another situation covered by the Australian Consumer Law, we will provide the remedy required by law. We will not deduct an amount for ordinary use from a refund where the law requires a full refund.
We may delay a change-of-mind refund until the returned product has been received or you provide evidence that it has been sent back, whichever happens first. This does not limit any rights you have for a faulty, unsafe or otherwise non-compliant product.
Products damaged through misuse or incorrect use
A refund, replacement or repair may not be available for damage caused by misuse, unauthorised modification, incorrect installation, reverse polarity, improper charging, water damage, physical impact, use outside the product instructions or another cause unrelated to a product fault.
This assessment will not affect your rights if the product has a separate problem covered by the Australian Consumer Law.
For safety, never continue using a jump starter, cable, clamp or charging accessory that is hot, swollen, smoking, leaking, visibly damaged or behaving unusually. Disconnect it safely where possible and contact TerrainX at terrainx.com.au@gmail.com for assistance.
International orders
International customers may have additional rights under the mandatory consumer laws of their country. International return shipping, customs requirements and import costs may vary by destination.
For change-of-mind returns from outside Australia, the customer is generally responsible for return shipping and any customs, duties or taxes associated with returning the product, unless the product is faulty, damaged or incorrect.
How to request a return
Email us with:
•your full name;
•order number;
•product name or model, such as TX300
•reason for the return; and
•photos or video if the product is damaged or faulty.
Please do not send products to an address until TerrainX has provided return instructions.
Policy changes
We may update this policy from time to time. The version published on this page at the time of purchase will generally apply to that order, subject to any rights that cannot legally be excluded.