Refund policy

Last updated: 19 May 2026

This Returns & Refunds Policy applies to purchases made from Kraken Xpedition Pty Ltd ABN 34 674 381 214 trading as Kraken Xpedition through our website, online store, B2B portal, quote process, invoice process, customer portal, or directly with us, unless a more specific written agreement applies.

This Policy applies to retail customers, online customers, Business Customers, B2B customers, OEM customers, trade customers, approved reseller customers, quote customers, credit account customers, purchase order customers, and customers receiving custom system design, build, programming, installation, configuration or support services.

For return, refund, warranty or exchange enquiries, please contact:

Kraken Xpedition Pty Ltd
ABN: 34 674 381 214
PO Box 385 Browns Plains BC
QLD 4118 Australia
Email: sales@krakenxpedition.com.au
Website: krakenxpedition.com.au

1. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any rights, guarantees or remedies you may have under the Australian Consumer Law or any other law that cannot be excluded.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Where a product or service fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund, cancellation, compensation or another remedy required by law, depending on the circumstances.

Our change-of-mind return policy is offered in addition to your rights under the Australian Consumer Law.

2. 14-day Change-of-Mind Returns

We offer a 14-day change-of-mind return period for eligible standard shelf-stock items from the date your order is delivered.

To be eligible for a change-of-mind return, the item must be:

unused, unworn, uninstalled and in the same condition you received it;
undamaged and complete;
returned with all accessories, manuals, parts, cables, labels, tags and included items;
in its original packaging where original packaging was supplied and remains reasonably available; and
accompanied by proof of purchase, such as an order confirmation, invoice or receipt.

We may refuse a change-of-mind return if the item has been used, installed, damaged, altered, modified, programmed, configured, opened in a way that prevents resale as new, or returned with missing parts, missing packaging or missing accessories.

3. Return Approval Required Before Sending Items Back

All returns must be approved by Kraken Xpedition before being sent back.

To request a return, email sales@krakenxpedition.com.au with:

your name or business name;
order number, invoice number or proof of purchase;
item details;
reason for return;
photos or videos if relevant; and
whether you are requesting a refund, exchange, replacement, repair or warranty assessment.

If your return request is approved, we will provide return instructions. Returns sent to us without prior approval may be rejected, delayed or returned to sender.

4. Change-of-Mind Return Freight

For approved change-of-mind returns, the customer is responsible for all return freight costs.

Original shipping, freight, delivery, handling, insurance, packaging, pallet, courier, remote-area, bulky-item or special freight charges are not refundable for change-of-mind returns, unless we agree otherwise in writing or are required by law.

You are responsible for ensuring the returned item is safely packed and returned using a suitable tracked and insured freight method. We are not responsible for items lost or damaged in return transit where you arranged the return freight.

5. Items Not Eligible For Change-of-Mind Returns

Unless Kraken Xpedition agrees otherwise in writing, change-of-mind returns are not available for:

custom-made, personalised, modified, fabricated, configured, programmed, assembled or made-to-order products;
custom power systems, digital switching systems, switch panels, pre-wired kits, programmed kits, vehicle-specific kits, caravan systems, camper systems, marine systems, OEM systems, B2B project systems or other custom systems;
special-order parts, special-order components or products sourced specifically for you;
products cut, altered, terminated, labelled, wired, programmed, configured, installed or modified at your request;
products ordered to customer-supplied specifications, drawings, layouts, measurements, vehicle details, project requirements or technical requirements;
sale, clearance, discontinued or final-sale items where the change-of-mind exclusion was made clear before purchase;
gift cards;
lithium batteries, electrical components, power system components or safety-sensitive products where the item has been opened, used, installed, connected, charged, discharged, programmed, modified or handled in a way that prevents resale as new;
bulky, heavy, oversized, long-length, palletised, freight-only or courier-classified bulky items, unless approved by us in writing;
items damaged after delivery due to misuse, incorrect installation, unauthorised modification, abnormal use, neglect, accident, water ingress, corrosion, overloading, incorrect polarity, incorrect fusing, poor ventilation, incompatible components or failure to follow instructions.

This section only applies to change-of-mind returns. It does not limit any rights you may have under the Australian Consumer Law if an item is faulty, unsafe, not as described, not fit for purpose, or otherwise fails to meet a consumer guarantee.

6. Custom Systems, Custom Goods and Special Orders

Custom goods include, but are not limited to:

custom power systems;
digital switching systems;
custom switch panels;
pre-wired or programmed kits;
vehicle-specific kits;
caravan, camper, 4WD, marine, OEM or fleet power and switching systems;
special-order components;
goods built, wired, programmed, configured, modified, labelled, sourced or assembled to customer requirements; and
any project-specific system, bundle, assembly, loom, panel, kit or configuration.

Unless a quote states otherwise, custom goods require a 50% deposit before parts are ordered or production starts, with the remaining 50% payable before dispatch, collection or completion.

Deposits may be refundable before parts are ordered or production starts, less any design, administration, special-order, supplier, freight, payment processing or other non-refundable costs already incurred.

Once parts are ordered, materials are allocated, supplier orders are placed, design work has been completed, programming has started, fabrication has started, production has started, or installation work has been scheduled or commenced, the order cannot be cancelled or changed without Kraken Xpedition’s written approval.

If a custom order is cancelled or changed after approval, Kraken Xpedition may require payment for costs incurred and work performed, including design time, administration, labour, materials, special-order parts, freight, supplier charges, programming, configuration and production costs.

This section does not limit your rights under the Australian Consumer Law.

7. Customer Specifications, Approvals and Supplied Information

The customer is responsible for checking that quoted goods, product selections, layouts, dimensions, installation space, cable lengths, component locations, technical requirements, intended use, vehicle details, vessel details, caravan details, camper details, OEM requirements and project requirements are correct before approving an order.

Kraken Xpedition may rely on information supplied by the customer.

Where a product or system is made or supplied based on customer-supplied information, Kraken Xpedition is not responsible for issues caused by incorrect or incomplete customer information, including incorrect measurements, incorrect layouts, incorrect vehicle details, incorrect installation assumptions, installation incompatibility, changed project requirements or customer selection errors, except where required by law or where the issue was caused by Kraken Xpedition.

8. Faulty, damaged, Incorrect or Misdescribed Items

Please inspect your order as soon as possible after delivery.

your item arrives damaged;
you receive the wrong item;
parts are missing;
the item appears faulty;
the item is materially different from the product description;
the item appears unsafe; or
you believe the item does not meet a consumer guarantee.

Please include your order number, a description of the issue, and photos or videos where possible.

We may need to inspect, test, assess or request further evidence before confirming the appropriate remedy. Depending on the issue, available remedies may include repair, replacement, refund, cancellation, compensation, technical support or another remedy required by law.

9. Freight Damage and Missing Items

If there is visible freight damage, missing cartons, missing items or incorrect items, please notify us as soon as possible and preferably within 24 hours of delivery so we can investigate promptly with the carrier.

Please keep the product, packaging, labels, cartons, pallet wrap and any delivery paperwork until the issue is resolved.

A delay in notifying us may limit our ability to investigate with the freight provider, but it does not remove any rights you may have under the Australian Consumer Law.

10. Return Freight For Faulty or Damaged Goods

If an item is returned because it may be faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law, we will assess the item.

If the item is confirmed to have a problem that Kraken Xpedition is responsible for, we will provide the remedy required by law and will reimburse reasonable return freight costs you have paid, or arrange return freight where appropriate.

For large, heavy, bulky, freight-only, palletised, installed or hard-to-remove items, contact us before returning the item so we can provide suitable instructions. Where required by law, we will arrange collection or cover reasonable return costs.

If an item is assessed and found not to have a problem, or the issue was caused by misuse, incorrect installation, unauthorised modification, abnormal use, neglect, accident, water ingress, corrosion, overloading, incorrect polarity, incorrect fusing, poor ventilation, incompatible components, customer-supplied parts, third-party installation errors, use outside specifications or failure to follow instructions, you may be responsible for inspection, testing, return freight, re-delivery, collection or service costs.

11. Installation Responsibility

Where Kraken Xpedition does not perform the installation, the customer must ensure installation is carried out by a suitably competent installer and in accordance with Kraken Xpedition instructions, product instructions, manufacturer instructions, technical guidance, applicable standards and applicable laws.

Kraken Xpedition is not responsible for faults, losses, damage or performance issues caused by non-Kraken installation work, incorrect installation, unauthorised modification, incompatible components, customer-supplied parts, poor workmanship by third parties, or use outside specifications, except where required by law.

12. Warranty

Warranty periods vary by product, manufacturer, quote and project.

Third-party products remain subject to the applicable manufacturer warranty terms.

Where expressly stated in a quote, invoice, project document or written warranty statement, Kraken-built custom systems may carry a 5-year limited warranty on the Kraken-built system.

Unless expressly stated otherwise in writing, the Kraken-built system warranty does not replace or extend the manufacturer warranty periods for individual third-party components used within the system. Manufacturer warranty terms apply to those components.

Warranty does not cover faults, failures, damage or losses caused by:

incorrect installation;
non-Kraken installation work;
unauthorised modification;
misuse, abuse, neglect or accident;
water ingress, corrosion, vibration damage or environmental exposure outside specifications;
overloading, incorrect polarity, incorrect fusing, incorrect protection or poor ventilation;
incompatible components;
customer-supplied parts;
third-party installation errors;
use outside specifications;
failure to follow Kraken Xpedition instructions, product instructions, technical guidance or manufacturer requirements; or
normal wear and tear.

This warranty statement is provided in addition to, and does not limit, any rights or remedies you may have under the Australian Consumer Law.

13. Exchanges

For change-of-mind exchanges, the fastest option is usually to request approval to return the original item under this Policy and place a separate order for the replacement item.

If an item is faulty, damaged, incorrect, misdescribed or otherwise covered by the Australian Consumer Law, we will work with you to provide the remedy required by law, which may include repair, replacement or refund.

14. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will usually be processed to your original payment method within 10 business days of approval, unless we agree otherwise or are required by law to process the refund differently.

Your bank, card issuer or payment provider may take additional time to make the refund available in your account.

For approved change-of-mind returns, original shipping, freight, delivery, handling, insurance, packaging, pallet, courier, remote-area, bulky-item or special freight charges are not refundable unless we agree otherwise in writing or are required by law.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at sales@krakenxpedition.com.au.

15. Gift Cards

Kraken Xpedition gift cards do not expire, unless stated otherwise and permitted by law.

Gift cards are not redeemable for cash and are not refundable for change of mind, except where required by law.

Products purchased using a gift card remain subject to this Policy and your rights under the Australian Consumer Law.

16. Business, B2B, OEM and Trade Customers

For Business Customers, B2B customers, OEM customers, trade customers, approved reseller customers, credit account customers and purchase order customers, this Policy should be read together with any applicable quote, invoice, customer application, trade account terms, credit account terms, project scope, B2B portal terms, OEM terms, reseller terms or written agreement.

If there is an inconsistency between this Policy and a more specific written quote, invoice, order confirmation, credit application, trade account approval, project scope, signed agreement or other written terms expressly accepted by Kraken Xpedition, the more specific document applies to the extent of the inconsistency.

Nothing in this section limits any rights or remedies that cannot be excluded under the Australian Consumer Law or other applicable law.

17. Contact

For returns, refunds, warranty claims, damaged items or exchange enquiries, contact: