Refund policy

Return Policy

At Surge Trek, we want you to feel complete confidence in the rugged build, charge speed, and off-grid performance of our expedition power hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because portable energy storage hardware involves sensitive chemical battery cells, high-current circuit boards, and environmental sealing susceptible to dirt and moisture exposure, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Battery Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The power bank, solar generator, solar panel, or adapter cable must be completely unused outdoors, unweathered, and in its original, brand-new condition.
  • Field Use & Battery Cycle Inspection Notice: Units may be unpacked indoors for visual inspection and initial dry bench testing. We strictly cannot accept power banks or power stations that have undergone full field discharge/recharge cycles, units exposed to rain, mud, or red outback dust, or solar panels deployed on camp ground surfaces (which leaves grit, scratches, and micro-abrasions on protective ETFE laminates).
  • Port covers, rubber armor seals, and outer polycarbonate housings must show zero scuffs, pry marks, drops, or scratches.
  • All charging cords, AC adapters, MC4 solar connector cables, and vehicle 12V plugs must remain in factory-tied, untangled condition.
  • All original packaging—including high-density foam buffers, serialized inspection tags, battery compliance safety inserts, and user instruction manuals—must remain 100% complete and undamaged inside the return parcel.
  • Commercial bulk trade purchases or units showing signs of vehicle permanent mounting are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because heavy battery equipment requires specialized insured freight handling, we recommend using a trackable shipping service and purchasing transit insurance, as Surge Trek cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@surgetrek.shop within 30 days of delivery. Please include your order number, battery model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized battery repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Return Policy

At Surge Trek, we want you to feel complete confidence in the rugged build, charge speed, and off-grid performance of our expedition power hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because portable energy storage hardware involves sensitive chemical battery cells, high-current circuit boards, and environmental sealing susceptible to dirt and moisture exposure, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Battery Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The power bank, solar generator, solar panel, or adapter cable must be completely unused outdoors, unweathered, and in its original, brand-new condition.
  • Field Use & Battery Cycle Inspection Notice: Units may be unpacked indoors for visual inspection and initial dry bench testing. We strictly cannot accept power banks or power stations that have undergone full field discharge/recharge cycles, units exposed to rain, mud, or red outback dust, or solar panels deployed on camp ground surfaces (which leaves grit, scratches, and micro-abrasions on protective ETFE laminates).
  • Port covers, rubber armor seals, and outer polycarbonate housings must show zero scuffs, pry marks, drops, or scratches.
  • All charging cords, AC adapters, MC4 solar connector cables, and vehicle 12V plugs must remain in factory-tied, untangled condition.
  • All original packaging—including high-density foam buffers, serialized inspection tags, battery compliance safety inserts, and user instruction manuals—must remain 100% complete and undamaged inside the return parcel.
  • Commercial bulk trade purchases or units showing signs of vehicle permanent mounting are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because heavy battery equipment requires specialized insured freight handling, we recommend using a trackable shipping service and purchasing transit insurance, as Surge Trek cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@surgetrek.shop within 30 days of delivery. Please include your order number, battery model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized battery repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.