Making a Claim Under The My Renewable Energy Australia Warranty

 If you are experiencing issues with your product, please refer to the below Warranty Process first for instant answers to frequently asked questions or contact our support team.

Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage must be submitted to MRE Support via the Help Centre within 3 days of receipt of the Product failing which we can deny your claim.

To lodge a warranty claim:

  • Simply contact our Support team and provide your purchase details along with a quick description of the fault.
  • Our support team will review the claim and determine whether the product is covered by the MRE Warranty and if so, whether it will need to be returned for assessment. If the product does need to be returned to us under warranty, we will arrange return shipping at no cost to you.
  • Once we receive the product, our experienced technicians will assess it and if they can’t resolve the issue quickly, your product will send it to the manufacturer.

Warranty Process

Warranty

Manufacturer’s Warranty

While we are happy to deal with your warranty claim, many products are covered by a manufacturer's warranty as well as the MRE Warranty so you can deal with the manufacturer directly if you choose. Often the manufacturer can provide a quicker turn around than us as they have a dedicated support team and more ready access to replacement parts.

What is your claim regarding?

Damaged On Arrival 

  • If you receive damaged merchandise, it is best to REFUSE it back to the carrier attempting delivery.
  • If you accept the package make sure it is noted on the carriers delivery record in order for My Renewable Energy Australia to file a damage claim.
  • Save the merchandise AND the original box and packing it arrived in, notify Renewable Energy Australia immediately.
  • If you do not notify Renewable Energy Australia of damaged goods within the first 7 days of arrival, our regular return policy will override any claim of damage.
  • The carrier who delivers our merchandise to you is responsible for loss and damages.
  • Acceptance of the shipment by you is acknowledgment that all items were delivered in good condition.
  • It is the responsibility of the receiver to open and inspect all packages at the time of delivery.
  • Any damages must be notated by the delivery person or no claim can be filed.
  • Failure to find and report concealed damages and reporting it immediately will result in a loss to the receiver.
  • All claims for loss or damage must be filed immediately with the “FREIGHT CARRIER”. Then notify us as well. We will mark our records accordingly.

Defective / Faulty Product

Returns can be returned directly to Renewable Energy Australia within 30 days from the invoice date, at Renewable Energy Australia discretion for: credit, replacement, exchange or repair.

What items are returnable?

  • Within 30 days of receipt of your shipment
  • In original condition
  • Unwashed and Unworn
  • In the original packaging

What items are non-refundable?

  • Free gifts or promotional items

Are there any charges for return?

  • There is no charges for return
  • Original shipping charges is non-refundable
  • You are responsible for return shipping charges

How do I return?

  • Enter your order number and email address in the fields above and click Start a Return
  • Follow the screen instructions and select the items you want to return
  • You will get a confirmation email with shipping guidelines

How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 business days.
  • Still have questions? Email us at mre@myrenewableenergy.com.au with your full name, order number and we will get back to you shortly.

Order return

To start your return, please enter the order number provided to you at the time of purchase and in your confirmation email, and the email address you provided during your purchase.  Please complete the following details to submit your warranty claim to our support team. 

  • Product Name:
  • Original Invoice Number if known:
  • First Name:
  • Last Name:
  • Address:
  • Post Code:
  • Mobile Number:
  • Landline Number:
  • Email:
  • Provide explain the damage in detail:
  • Provide any additional notes:
  • Would you accept a discount or compensation?
  • No / Yes
  • If so what do you feel is a fair outcome?
  • Please submit a minimum of 4 images of the damage: 3mb file size limit per image

Item Not As Described

  • If you have decided to return an item because you feel that the item is not as described on our website (i.e. incorrect item dimensions, incorrect Watts / Amps or model variance), you are required to provide evidence so that we can investigate your claim.
  • If your claim is approved, and your claim meets the criteria below, all expenses (including freight) will be refunded to you in full.

If we decide in your favour all of your expenses will be refunded to you in full so long as.

  • The item is returned in a new and unused condition complete with original packaging..
  • You notify us that you want to return the item less than 7 days after you have received it.
  • If we feel the claim is unreasonable you can still claim a partial refund via the change of mind or item is unsuitable option.

Please complete the following details to submit your warranty claim to our support team

  • Product Name:
  • Original Invoice Number if known:
  • First Name:
  • Last Name:
  • Address:
  • Post Code:
  • Mobile Number:
  • Landline Number:
  • Email:
  • Provide a reason why you feel the item not as described:
  • Provide any additional notes:
  • If you want to submit any supporting photographs including screen shots of our website or emails we have sent you please do so here: 3mb file size limit per image.

    Change Of Mind / Item Is Unsuitable

    At My Renewable Energy Australia we do our best to be fair when it comes to refunding items you wish to return. 

    If you have decided to return an item because you have changed your mind or feel as though the item is no longer suited to your needs, the item can be returned for an exchange, credit or refund, pending the following criteria are met: 

    • The item is returned in a new, unused condition, complete with original packaging.
    • You notify us within 7 days of receiving the item that you wish to return it.

    Please complete the following details to submit your warranty claim to our support team.

    • Product Name:
    • Original Invoice Number if known:
    • First Name:
    • Last Name:
    • Address:
    • Post Code:
    • Mobile Number:
    • Landline Number:
    • Email:
    • Please provide details regarding why you would like to return this item:
    • Provide any additional notes:
    • If you want to submit any supporting photographs please do so here:  3mb file size limit per image

    For Exchanges: 

    If the item is returned in new, unused condition with original packaging, the following fees apply:
    • 15% Restocking Fee | If the exchange item is of lesser value than the original purchase.
    • Waived Fee | If the exchange item is of greater value than the original purchase.
    • If the item is returned in used condition without the original packaging, a 25% restocking fee applies.

    For Credits & Refunds:

    • NON-DEFECTIVE returns can be accepted directly by Renewable Energy Australia within 30 days from the invoice date, at Renewable Energy Australia discretion for: credit, exchange.
    • All NON-DEFECTIVE returns are subject to a 15 percent restocking fee if the item is returned in new, unused condition with original packaging. 
    • If the item is returned in used condition without the original packaging, a 25% restocking fee applies.

    Conditions:

    • The customer is required to cover postage costs to return-freight the item back to us.
    • Original freight charges will not be refunded under any circumstance.
    • The customer is not eligible to receive discounts on products ordered on exchange purchases.
    • The item is returned in a new, unused condition, complete with original packaging.
    • You notify us within 7 days of receiving the item that you wish to return it.

     Warranty 1.