Merchant Return Policy

Purpose

This policy sets out when Valen Power accepts a return, what it costs, and how to arrange one. It covers four situations: goods supplied incorrectly or damaged in transit, warranty claims, change of mind, and goods we cannot accept back. This policy sits under the Valen Power Terms and Conditions. Where this policy and the Terms and Conditions differ, the Terms and Conditions apply.

Your rights under consumer law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If a product fails to be of acceptable quality and the failure is not major, you are entitled to have it repaired or replaced. New Zealand customers have equivalent rights under the Consumer Guarantees Act 1993 where it applies.

What our warranty covers

Separately from your rights above, Valen Power provides a warranty against defects. That warranty is limited to the supply of replacement goods, or a credit for the purchase price of the goods, at our election. Unless we have agreed otherwise in writing, our warranty does not extend to:

Removal of the failed product, or installation and commissioning of the replacement.
Labour, travel, accommodation or site attendance costs.
Access equipment, crane or lifting hire, or traffic management.
Loss of use, downtime, or costs incurred by your own customers.

Third-party costs must be authorised by Valen Power in writing before they are incurred.

Costs incurred without prior written authorisation will not be reimbursed. Where you believe a claim gives rise to an entitlement beyond replacement goods, raise it with us before committing to any spend so it can be assessed on its facts.

Returns at a glance

Situation	Summary
Incorrect or damaged supply	Notify within 48 hours of delivery. No cost to you. Replacement supplied freight-free.
Warranty claim	Within 12 months of purchase. Submitted via our website. Serial number and test results required.
Change of mind	Within 30 days of delivery. Return freight at your cost. 30% restocking fee applies.
Not accepted	Used, installed, opened, custom-made or specially ordered goods, outside the categories above.

Goods supplied incorrectly, damaged or short

If we sent the wrong goods, the delivery is short, or goods were damaged in transit, contact us in writing within 48 hours of delivery.

Quote your order number or invoice number.
Tell us what was received and what should have been received.
For transit damage, send photographs of the consignment as delivered, before unpacking, and of the damaged goods. Mark the consignment note “Damaged” or “Subject to Inspection” before signing for the delivery.

Where the claim is upheld we supply replacement goods at no cost to you, with no freight charge, and arrange collection of the incorrect or damaged goods at our cost. Full detail on inspecting and reporting a delivery is in the Valen Power Shipping policy.

The 48-hour window matters.

Reporting outside it limits our ability to recover from the carrier and may mean the claim cannot be accepted.

Warranty claims

Valen Power batteries carry a standard warranty of 12 months from the date of purchase against manufacturing defects in material and workmanship. Some products carry longer terms; check your product documentation or ask your sales contact.

How to claim

Submit a warranty request at valen.com.au/resources/warranty-request. We need the following before we can assess a claim:

Battery serial or batch number, found on the top of the battery.
Purchase date and installation date.
Test results, preferably a load test report showing discharge current, cut-off voltage and run time.
Your job or reference number, and the original invoice, sales order or purchase order number.

A claim cannot be approved without a serial number and test results.

If you are not able to test the batteries, we can test them for you at no charge. In that case a return authorisation is required and return freight is at your cost.

What is covered

Manufacturing defects in material or workmanship.
Acid present in the product packaging, or on the battery when first removed from packaging.

What is not covered

Incorrect use, or failure to operate the product in accordance with the operating and installation manual.
Incorrect charging, including overcharging, incorrect voltages and unsuitable charging algorithms.
Batteries that have been tampered with, modified or disassembled.
Corroded terminals caused by overtightening, and cracking of the epoxy around terminals.
Use in unsuitable environments, including dust, corrosive vapour, high humidity and high temperatures.
Improper installation or repair by anyone other than Valen Power.
Damage to the battery caused by connected equipment.
Wear from extreme or abnormal usage. Batteries have a limited service life governed by how they are used.

Outcome

Where a claim is approved we supply replacement goods. Visibly damaged batteries will not be tested. Replacements are shipped with your next order unless you ask us to send them separately. If you need replacement stock before testing is complete, we can invoice it out and credit the invoice once the claim is approved. If the claim is not approved, the invoice stands. Where you would prefer a credit to your account instead of replacement goods, ask us at the time of claim. Credit in place of replacement is at Valen Power’s discretion. If a claim is rejected, we will write to you with our findings and a copy of this policy.

Change of mind

We understand circumstances change. Where you no longer need a product you have purchased, we offer a change of mind return on the following terms.

Term	Detail
Timeframe	Contact Valen Power within 30 days of the delivery date to request the return.
Condition	Goods must be in new, unused and saleable condition, with all original packaging and accessories.
Exclusions	Custom-made and specially ordered products are not eligible.
Return freight	The buyer pays all freight charges to return the goods.
Original freight	Freight paid on the original order is not refunded.
Restocking fee	30% of the original purchase price. A credit of 70% of the purchase price is applied to your account once the return is approved.

Returns we cannot accept

Except as required by law, Valen Power is not required to accept the return of goods for credit. We will not accept a return, or allow a credit, where:

The claim was not notified in writing within 48 hours of delivery or collection, for incorrect, damaged or short supply.
The goods are not accompanied by our packing reference and the original invoice, or the original invoice number.
The goods are not returned in the condition in which they were delivered or collected.
The goods were custom-made or specially ordered, and the return is a change of mind.
The goods have been used, installed or opened, and the return is a change of mind.

You are deemed to have accepted delivery on delivery of the goods, unless you have notified us in writing of your rejection and the reasons before that time, or immediately on use or opening of the goods, whichever is earlier. Valen Power is not liable for damage to goods caused by any act or omission after delivery.

How to arrange a return

Every return needs a return authorisation before goods are sent back. Goods returned without one cannot be processed.

Contact your sales representative or our customer care team with your order or invoice number and the reason for the return.
We raise a return authorisation and send you the return authorisation document and, where we are arranging freight, the shipping labels.
Print and attach the paperwork and labels to the consignment. We will tell you when the carrier is scheduled to collect.
Pack the goods so they are protected in transit. Goods damaged on the return journey because of inadequate packaging may not be credited.

What happens once we receive your return

Our warehouse team checks the returned goods against the return authorisation and receipts them in. This is normally done the same day the goods arrive, though it can take longer at busy periods.
If the goods arrive damaged, or do not match the return authorisation, we will contact you before deciding whether to receipt them.
Once receipted, the return moves to our accounts team for the credit or refund to be processed.

Credit processing time: 5 Business Cards

Credits and refunds

Approved returns are credited to your Valen Power account. The credit is issued against the original order. Credits and refunds are processed by our accounts team. Where you do not hold an account with us, a refund is paid to a bank account you nominate in writing. Card refunds: 5 Business Days