TX-E

Returns & Refunds Policy

At TX-E, we stand behind the quality of our connectivity products. This policy explains your rights when returning products and how we handle refunds, consistent with Australian Consumer Law.

1. Your Consumer Rights

This policy is governed by the laws of Victoria, Australia. TX-E is an Australian business and all purchases are subject to Australian Consumer Law (ACL).

Under the ACL, you are entitled to a repair, replacement, or refund if a product has a major failure, and to compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If you are located outside Australia, you may have additional rights under the consumer protection laws of your country. Nothing in this policy limits or excludes any rights you hold under those local laws.

2. Faulty or Defective Products

If your TX-E product is faulty, defective, or does not perform as described at the time of delivery, please contact us within a reasonable timeframe. For products that develop a fault:

Rapid Resolution — Within 30 days of receipt:

We will, at our discretion, offer you a full refund, replacement unit, or repair. Return shipping costs will be covered by TX-E.

Standard Warranty — 30 days to 12 months:

We will assess the fault and provide a repair, replacement, or refund depending on the nature and severity of the defect, consistent with your statutory rights.

Extended Rights — Beyond 12 months:

Your statutory consumer rights may still apply depending on the expected lifespan of the product and the nature of the fault. Please contact us to discuss.

3. Products Not Eligible for Return

The following are not eligible for return (your statutory rights for faulty goods still apply in all cases):

  • Products that have been registered, activated, or connected to a network
  • Products showing physical damage caused after delivery (e.g. drops, water ingress not related to a product defect, misuse)
  • Products returned without original packaging or missing components, where the return is not related to a manufacturing defect or fault
  • Custom-configured or special-order products (you will be advised at time of purchase)
  • Products purchased from an authorised third-party reseller (please contact the reseller directly)

4. Warranty

All TX-E products include a 12-month limited manufacturer's warranty from the date of purchase, covering defects in materials and workmanship under normal use.

The warranty does not cover:

  • Damage from misuse, accidents, unauthorised modification, or neglect
  • Normal wear and tear
  • Damage caused by operating the product outside the conditions stated in the product documentation

5. How to Request a Return or Refund

  1. Contact us at info@tx-e.com.au with your order number, a description of the issue, and photos if applicable.
  2. Our team will assess your request and respond within 2–3 business days.
  3. If your return is approved, we will send you a confirmation email with instructions on how to send the item back to us.
  4. Please do not return items before receiving our confirmation, as this may delay processing.
  5. Once we receive and inspect the item, we will process your refund or dispatch a replacement within 10 business days.

6. International Customers

TX-E ships to customers worldwide. All purchases are subject to Australian Consumer Law. Return shipping costs for international orders are the responsibility of the customer unless the product is confirmed faulty or defective.

Refunds are processed in Australian Dollars (AUD). Any currency conversion costs or bank fees are the customer's responsibility.

7. Contact Us

If you have any questions about this policy or your return, please contact us:

TX-E — Thermal X Energy Pty Ltd
Website: www.tx-e.com.au
Email: info@tx-e.com.au