Refund policy

At Marsen Energy, we want to make sure any issue with your order is handled fairly and promptly.

This policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified.

Change of Mind

Marsen Energy does not offer returns, refunds or exchanges where you have simply changed your mind about a purchase.

Please check product specifications and compatibility carefully before ordering. If you are unsure whether a product is suitable for your application, please contact us before placing your order.

Incorrectly Ordered Items

If you have ordered the wrong item, please contact us at admin@marsen.com.au.

We may agree to exchange an incorrectly ordered item provided it is unused, undamaged and in its original condition and packaging.

Any exchange must be approved by Marsen Energy before the item is returned.

For an incorrectly ordered item, the customer is responsible for the cost of returning the item to Marsen Energy and for any applicable cost of sending the replacement item.

Any difference in price between the original and replacement product will also need to be paid or refunded as applicable.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is faulty, damaged in transit, or different from the item you ordered.

Please contact us at admin@marsen.com.au with your order details and information about the problem. Photographs or other information may be requested where appropriate to help us assess the issue.

Goods sold by Marsen Energy come with consumer guarantees under the Australian Consumer Law where those guarantees apply.

Depending on the circumstances and the nature of the problem, you may be entitled to a repair, replacement, refund or other remedy under the Australian Consumer Law.

Your rights under the Australian Consumer Law are not limited to a specific number of days after purchase.

If an item is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs paid by the customer will be handled in accordance with our obligations under the Australian Consumer Law.

Custom and Made-to-Order Products

Custom-built, specially ordered or made-to-order products cannot be returned or exchanged simply because you change your mind or no longer require the product.

This does not affect your rights under the Australian Consumer Law if a custom or made-to-order product fails to meet an applicable consumer guarantee.

Lithium Batteries and Cells

Lithium-ion batteries and cells are subject to transport and dangerous-goods requirements.

Please do not return a battery, battery pack or lithium-ion cell without contacting Marsen Energy first. We will provide appropriate return instructions where a return is required.

This is important because particular packaging, labelling or transport arrangements may be required for lithium batteries and cells.

Exchanges

Where Marsen Energy agrees to exchange an incorrectly ordered item, the replacement will be arranged after the returned item has been received and its condition assessed.

Customers are responsible for return and replacement delivery costs for incorrectly ordered items.

This does not apply where an exchange or other remedy is required under the Australian Consumer Law because the product is faulty or otherwise fails to meet an applicable consumer guarantee.

Refunds

Where a refund is approved, we will notify you and arrange the refund to your original payment method where practicable.

Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.

Your rights to a refund or other remedy under the Australian Consumer Law are not restricted by this policy.

Returning an Item

Please contact Marsen Energy before returning any item so that we can provide the appropriate return instructions.

Email: admin@marsen.com.au

Approved returns should be sent as instructed to:

Marsen Energy
PO Box 5371
Falcon WA 6210
Australia

Items should not be returned without first contacting Marsen Energy, particularly lithium-ion batteries, battery packs and cells, which may require specific transport arrangements.