Last updated 30 October 2026
We want returns and product issues to be handled clearly and fairly. This policy explains our change-of-mind policy and what to do if a product arrives damaged, is faulty or isn't what you ordered.
Change of mind returns
If you change your mind, you may request a return within 7 calendar days of delivery. Change-of-mind returns are offered at Powerland's discretion.
For a change-of-mind return to be considered, the product must be:
- unopened, unused and in its original sealed packaging;
- complete with all accessories, manuals, bonus items and other items supplied with it; and
- in a condition that allows it to be sold again as new.
Please contact us and obtain approval before sending or transporting any product back to Powerland.
Change-of-mind fees
If we approve a change-of-mind return, we may deduct:
- a restocking fee of up to 30% of the price paid for the returned product;
- the actual outbound delivery cost we incurred, including where delivery was advertised as free or was subsidised; and
- the cost of return transport where Powerland or a carrier arranged by us collects or returns the product.
The deductions depend on the product and the circumstances. We'll tell you the expected charges before the return is completed where practicable, and we won't charge the same transport cost twice.
Return transport is handled case by case. We may arrange collection, or we may ask you to arrange suitable return transport, including where a carrier is unable to safely or adequately insure the item. If you arrange an approved change-of-mind return yourself, you are responsible for suitable packaging, transit insurance and safe transport until the product reaches us. If the product is lost or damaged on the way back, you will need to claim against your carrier, and the refund may be declined or reduced to reflect the damage.
If a collection has been booked and the goods are not available or ready when the carrier attends, we may charge the reasonable cost we incur for the unsuccessful collection and any rebooking.
Products not accepted for change of mind
Everything we sell is brand new, and we'd never pass on a product someone else has opened – you wouldn't want that, and neither would our other customers. That's why we're unable to accept change-of-mind returns on products that have been opened, used or installed. We don't accept change-of-mind returns for:
- products that have been opened or unboxed;
- products that have been used, connected, installed or where installation has been attempted;
- made-to-order, custom-made or custom-colour products;
- special-order, agency or pro-forma products where different change-of-mind terms were shown on the product page or advised before your order was processed; or
- products identified before purchase as clearance, final sale or otherwise not returnable for change of mind.
Cancelling an order
For normal stocked products, if you ask to cancel before the order has been dispatched, we will generally cancel the order and refund the amount paid in full to the original payment method.
For cancellation purposes, an order may be treated as dispatched once it has been booked or manifested with a carrier, or a shipping label has been generated and fulfilment costs have been committed. If an order has already been dispatched, our change-of-mind return conditions and applicable freight costs may apply.
Selected products marked as Greater Sydney Only or with special local delivery conditions may have a delivery-day cancellation or return fee. Where the product page states such a fee, that condition applies to that delivery service. Any separate redelivery or return transport cost will be advised where it is incurred.
Deposits and genuine special orders may have separate cancellation terms, which will be provided or agreed when the order is placed.
Damaged deliveries
Please check the carton and product when it is delivered – before the driver leaves where possible – and before installation. If you see damage, point it out to the driver and note it on the delivery (you can also refuse the delivery). Transit damage must be reported to us on the day of delivery, or by the next business day at the latest, with photos of the packaging and product, because our carriers only allow a very short window for us to lodge an insurance claim. Please keep the product and packaging until we've reviewed the claim. Damage reported after this time, or after the product has been installed, moved or stored, generally can't be accepted as a delivery claim, and damage that happens after delivery – for example while moving or storing the product – isn't covered.
We may ask for photographs or video showing the packaging, product, serial number and damage.
TVs, screens and fragile products
TV panels, glass cooktops, ovens and other glass or screen products can be damaged by incorrect handling or installation. Follow the manufacturer's unpacking and handling instructions. For TVs, avoid pressing, gripping or lifting by the screen; support the product by the frame using open hands where the manufacturer permits.
Damage caused after delivery by impact, incorrect handling, misuse or installation is not a product fault. Where the cause is unclear, we may ask the manufacturer, authorised service agent, carrier or another suitably qualified party to assist with the assessment. Each claim is assessed on its circumstances.
Faulty products
If you think a product is faulty, contact us through our Contact Us form and we'll help. Send us your order number, the model and serial number and a short description of the problem (photos or video help). We'll lodge and manage the claim with the manufacturer or their authorised service agent for you. Most appliance brands carry out warranty repairs through their own in-home technicians, so the service visit itself usually comes from the manufacturer's network. If a brand offers a direct booking line that will get a technician to you faster, we'll give you those details – but you're always welcome to deal with us.
Depending on the issue, we may ask for troubleshooting information, photographs, video, the model and serial number, or arrange an assessment by the manufacturer or an authorised service agent.
Returning faulty goods and assessment costs
For products that can be posted or easily returned, we may ask you to return the product for assessment. If the product is confirmed faulty, we'll reimburse reasonable return costs.
For faulty products that are large, heavy or difficult to remove, we will arrange collection within a reasonable time. If an assessment finds that there is no product fault, or that the issue was caused by misuse, installation or another cause not covered by the warranty, we may charge reasonable collection or inspection costs. If such a charge may apply, we'll give you a reasonable estimate before collection or assessment.
Refunds
Where a refund is approved, we will generally process it within 1–5 business days after the returned goods have been received and inspected, or after the refund has otherwise been approved. The time taken for the funds to appear in your account then depends on your bank or payment provider.
Refunds are normally made to the original payment method unless another method is agreed or required by the payment provider.
How to request help
Please use our Contact Us form and include your order number, product model and a short description of the issue. For damage or faults, include photos or video where available.
Please do not return goods to our store or warehouse without prior approval, as some products require a specific carrier, service agent or return location.
This policy does not affect any rights you have under the Australian Consumer Law.
Powerland Electronic Pty Ltd | ABN 38 077 742 511
