We will 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 good or service which you acquired 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 will 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.

Method of providing refund

To apply for a refund, please contact 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 form as your original payment.

If your refund request is approved, then your refund will be processed, usually in the original method of payment, 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 contact us at customerbilling@energex.com.au