When we will provide a refund

We'll provide a refund where your contractual relation allows it or you have a legal entitlement.

You can request a refund from us. Depending on the goods or service which you purchased from us, you might potentially have rights to a refund, repair or replacement under the Australian Consumer Law or applicable Queensland fair trading requirements.

We'll determine if a refund can be provided based on the type of goods / services you have purchased, and the contractual arrangements in place between us, the Australian Consumer Law and applicable Queensland fair trading requirements.

When seeking a refund please provide, in writing to us, your reason for seeking a refund. Energex, acting reasonably, will consider your proposal. We may take the following factors into account when determining if you are entitled to a refund:

• type of product or service
• the reason you are seeking a refund
• if there is a fault or defect with the goods / services supplied
• contractual arrangements in place between us
• the length of time since your purchase.

How to apply for a refund

To apply for a refund, please email customerbilling@energex.com.au stating the reason you are seeking a refund and the invoice number.

Where possible, refunds will be provided in the same format as your original payment.

If your refund request is approved, then your refund will be processed within 30 days.

Late or missing refunds

If you haven't received a refund after the due date, please check with your credit card provider (if applicable) and your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund, please email us at customerbilling@energex.com.au