Our promise
Powerpoint Mate is designed and made in Australia by a working electrician, and we stand behind every template we sell. If something isn’t right with your order, contact us and we’ll sort it out.
This policy applies to products purchased directly from powerpointmate.com. It does not affect your rights under the Australian Consumer Law (ACL) or, for New Zealand customers, the Consumer Guarantees Act 1993.
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.
Faulty or damaged items
If your Powerpoint Mate arrives damaged, is faulty, or doesn’t do what we said it would, we’ll make it right at no cost to you.
- Major failure (for example, the template is cracked, warped, the spirit level is broken or leaking, or the cutout doesn’t match the advertised plate size): you can choose a replacement or a full refund.
- Minor failure: we’ll replace the item. If we can’t replace it within a reasonable time, you can choose a refund.
- We’ll cover reasonable postage costs to return a faulty item, and we’ll refund your original shipping charge.
Please contact us as soon as you notice the problem and include a photo of the fault or damage. In many cases we can send a replacement without you needing to post the original back.
This doesn’t cover damage caused by misuse, accidents, modification, or normal wear and tear from use on site.
Change of mind
Ordered the wrong series, or changed your mind? You can return it within 5 days of delivery for an exchange or a refund, as long as the item is:
- unused, with no pencil marks, scratches or signs of use
- in its original packaging
- accompanied by your order number
For change-of-mind returns, return postage is at your cost and the original shipping charge isn’t refunded. Swapping between the Standard Series and Slimline Series is the most common exchange, so let us know which one you need and we’ll send it out once your return arrives.
Wrong item or lost in transit
- Wrong item sent: if we’ve sent the wrong series or quantity, we’ll send the correct item and cover all return postage.
- Not arrived: if your order hasn’t arrived within the expected delivery time, contact us. Once we’ve confirmed with the carrier that it’s lost, we’ll send a replacement or give you a full refund, including shipping.
How to return an item
- Email sa***@************te.com or call 0413 466 664 (Monday–Saturday, 8am–6pm) with your order number, the item, and the reason for the return. Include a photo if the item is faulty or damaged.
- We’ll confirm your return and give you the return address. Please don’t send items back without contacting us first.
- Pack the item securely. We recommend a tracked postage service, as we can’t be responsible for change-of-mind returns lost on the way back to us.
- Once we receive and inspect the item, we’ll process your replacement, exchange or refund.
Refunds
- Approved refunds go back to your original payment method within 5 business days of us receiving the item (or approving your claim, if no return is needed). Your bank may take a few extra days to show it.
- Refunds are made in the currency you paid in. We can’t cover differences caused by exchange-rate movements or bank fees.
New Zealand and international orders
The same policy applies to New Zealand orders. Return postage for change-of-mind returns from outside Australia is at your cost, and any customs duties or import taxes you paid aren’t refundable by us.
Trade and bulk orders
For wholesale, trade or bulk orders, please contact us before returning anything so we can arrange the best option.
Contact us
Powerpoint Mate Email: sa***@************te.com Phone: 0413 466 664 (Monday–Saturday, 8am–6pm) ABN: 29 683 185 524