Refund policy
This page sets out your rights for faulty goods, our change of mind returns policy and our warranty against defects. It is part of our full Terms of Sale and Warranty, effective 23 October 2026.
4. Your rights under the Australian Consumer Law
4.1 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.
4.2 These guarantees include that goods are of acceptable quality, fit for any purpose you told us about, and match their description. They last for as long as is reasonable for the type of goods and their price. They are not limited to any fixed period, including the period of our warranty in clause 7.
4.3 For a major failure, you choose whether you want a refund or a replacement. A refund is the full price you paid, including original delivery charges where the failure was our responsibility.
4.4 Where goods are of a kind not ordinarily acquired for personal, domestic or household use, and the law allows it, our liability for a failure to comply with a consumer guarantee is limited to one of the following, at our option: replacing the goods, repairing them, or paying the cost of replacement or repair. This clause does not apply where it would not be fair or reasonable for us to rely on it.
5. Faulty or damaged goods
5.1 To make a claim, email sales@evfiresolutions.com.au with your order number, a description of the problem and photos if you can. There is no fee to make a claim and no deadline other than the reasonable period the ACL allows.
5.2 We will acknowledge your claim within 2 business days and tell you what we need. Where we need to inspect the goods, we will arrange collection or a prepaid return label, or reimburse your reasonable return costs.
5.3 If the goods cannot be returned without significant cost to you, for example a large blanket or a discharged extinguisher, we will collect or inspect them at our expense.
5.4 Do not post a discharged or damaged pressurised extinguisher yourself. Contact us and we will arrange compliant transport.
5.5 We are not responsible for a problem caused by misuse, accident, unauthorised modification, or failure to follow the product instructions. Normal wear from use, and a product that has been used for its purpose in a fire, are not faults. Contact us if you are unsure; we assess every claim on its facts.
5.6 Once we confirm a valid claim, we will provide the remedy in clause 4 within a reasonable time, normally within 10 business days.
6. Change of mind returns
6.1 This clause covers returns where nothing is wrong with the goods. It does not apply to faulty goods, which are covered by clauses 4 and 5.
6.2 You may return standard stock items within 30 days of delivery if they are unused, undischarged, and in their original, unmarked packaging. Email us first for a return authorisation.
6.3 You pay the cost of returning change of mind items. Once we receive and check them, we refund the price paid less a restocking fee of up to 20%, within 5 business days. Original delivery charges are not refunded for change of mind returns.
6.4 Custom goods cannot be returned for change of mind, because we cannot resell them. Your rights under clause 4 still apply to custom goods.
6.5 Trade customers who want to return excess stock can ask us. We consider these requests case by case and will confirm any credit and fee in writing before you send the goods.
7. EVFS 12 month warranty against defects
7.1 Who gives the warranty: EV Fire Solutions Pty Ltd ABN 16 680 549 731, 4/369 Maitland Road, Cessnock NSW 2325, sales@evfiresolutions.com.au.
7.2 What it covers: we warrant that our products will be free from defects in materials and workmanship for 12 months from the date of delivery.
7.3 What we will do: if a product has a defect covered by this warranty, we will repair or replace it, or refund the price paid.
7.4 How to claim: contact us as set out in clause 5.1 within the warranty period, with your order number and a description of the defect. We may ask to inspect the product.
7.5 Costs: we bear the reasonable costs of a valid warranty claim, including return freight we have approved. You do not pay any fee to claim.
7.6 What it does not cover: damage caused by misuse, accident, modification, or not following the product instructions, and products that have been discharged or used in a fire.
7.7 Your other rights: the benefits given to you by this warranty are in addition to other rights and remedies under a law in relation to the goods to which the warranty relates.
7.8 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.