Shipping policy
Shipping, Returns & Order Tracking
Dispatch & Delivery
Orders are typically dispatched within 24 hours of payment being received.
During high-volume periods, promotions, or sales events, dispatch times may be slightly longer.
Express shipping ensures your order is sent via express courier once dispatched, however it does not prioritise packing or processing.
For urgent orders, we offer a Skip the Queue service which prioritises your order for packing and dispatch (available for an additional fee).
Free Shipping Policy
Energy Eco offers free shipping Australia-wide on orders over $300*.
*Due to significant increases in carrier and fuel costs, a small freight surcharge now applies based on order value. We have absorbed these increases for as long as possible and continue to cover the majority of shipping costs to keep our pricing competitive.
Some exclusions apply including:
• Certain batteries
• Solar panels and oversized freight items
• Fragile or pallet freight
• Remote or out-of-service locations
If your order contains both eligible and excluded items, shipping charges will apply only to the excluded items.
Additional freight charges may apply for remote locations or heavy freight.
Refund Eligibility
Customers have 7 calendar days from receipt of goods to request a return.
To be eligible for a refund:
• Items must be unused and unopened
• Items must be in original packaging
• A proof of purchase must be provided
• Refund requests must be submitted via our Support Page or by email
Change-of-mind returns are subject to the following conditions:
• No refunds for batteries, battery cabinets, or items over 28kg
• Eligible returns incur a $45 restocking fee
• Shipping costs and payment processing fees may be deducted from the refund
Order Cancellations
Orders cancelled before dispatch may be refunded minus payment processing fees and Shopify transaction costs.
Once an order has been shipped or is in transit, cancellations are no longer possible.
Warranty Claims
All warranty claims must be approved prior to returning goods.
Warranty requests must be submitted to:
Products returned without written approval may not be processed.
Warranty claims will be handled according to the manufacturer's warranty policy.
Freight Damage & Lost Parcels
Shipping insurance is available at checkout.
If shipping insurance is purchased, it covers:
• Loss during shipping
• Theft in transit
• Damage during transport
Freight damage claims must be lodged within 24 hours of receiving goods.
Customers must inspect all goods upon delivery.
Energy Eco Systems cannot accept responsibility for:
• Uninsured shipments
• Claims lodged outside the required time period
Track My Order
Tracking details will be sent via email once your order has been dispatched.
You can track your shipment through the following carriers:
• Border Express
• TNT / FedEx
• Australia Post
If you are unsure which courier is delivering your order, please check your shipping confirmation email.
Australian Consumer Law
Our goods and services 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 goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.
The exclusions relating to batteries, battery cabinets, and items over 28 kg apply only to change-of-mind returns and do not limit your rights under Australian Consumer Law.