Policies

Product Defect Warranty

(a) 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.

(b) We offer a 12-month warranty for all our products, as outlined in the warranty documentation provided, ensuring they are free from defects during this period.

(c) A defect refers to faults, errors, or flaws in the products resulting from improper workmanship or materials.

(d) To claim warranty, cease use of the product and contact us with written evidence (photos/videos) and description of the defect. If required, return the defective product with all packaging, parts, accessories, documentation, and proof of purchase.

(e) You will initially bear the cost of returning the product. If the product is indeed defective, we will refund these costs.

(f) Upon receiving your returned product, we will examine the alleged defect to verify its validity.

(g) If your claim is validated, we will repair or replace the product, or offer a credit, refund, or compensation if neither repair nor replacement is possible.

(h) The warranty does not cover defects resulting from wear and tear, accidents, misuse, or failure to follow product instructions. It excludes damage due to exposure to inclement weather or prolonged exposure to wet conditions, as our products are not designed to be waterproof. Using the product in such conditions constitutes misuse and voids the warranty. The warranty also excludes damage from unauthorized repairs or alterations.

Order Cancellation Policy

INCHARGEx reserves the right to cancel customer orders in certain circumstances, in line with Australian Consumer Law and fair trading principles. Orders may be cancelled and refunded for legitimate reasons including, but not limited to:

- The item ordered is out of stock or unavailable
- There is a genuine pricing, listing, or product description error
- The order cannot be fulfilled due to supply chain issues or circumstances beyond our reasonable control (such as natural disasters or regulatory restrictions)
- Payment or order information is incomplete, invalid, or suspected to be fraudulent
- The customer has breached our Terms of Service or engaged in unlawful, abusive, or inappropriate conduct in interactions with our business
- Fulfillment of the order would contravene any applicable laws or regulations
- The customer requests cancellation prior to order dispatch (where permitted by our store policy)

Where your order is cancelled, you will receive a full refund and prompt notification of the cancellation. These cancellation rights do not override any rights you have under the Australian Consumer Law.

Australian Consumer Law Rights

(a) We might accept returns due to change of mind. You may, however, be entitled to repair, replacement, or refund under Australian Consumer Law.

(b) These Terms do not alter or exclude your rights under the Australian Consumer Law. All other warranties not guaranteed by this Law are excluded, except those explicitly stated in these Terms.

(c) For returns seeking remedy under Australian Consumer Law, you will bear the associated costs.

(d) If your claim is valid, we will refund the return delivery costs and either send a replacement or refund the product price.

Limitations

(a) Subject to your Consumer Law Rights and to the fullest extent permitted by law: (1) Neither Party is liable for consequential loss. (2) Each Party’s liability is proportionately reduced to the extent the other Party contributed to the liability. (3) Our total liability under these Terms is limited to the price you paid for the product involved in the claim.

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Monthly Maintenance Check Guideline for Plugs and Sockets

At INCHARGEx, we prioritize your safety and the optimal performance of your portable EV chargers. To ensure continued safe usage, we recommend all customers perform a monthly maintenance check of their plugs and sockets.

Guidelines for Monthly Maintenance Check:

• Inspect the Plug and Socket Connection: Ensure the plug is properly inserted into the socket. The plug should fit securely without any wobbling or looseness.

• Check for Signs of Wear and Damage: Examine both the plug and socket for any visible signs of wear, damage, or discoloration. Look out for cracks, burn marks, or any other signs of electrical damage.

• Ensure Clean and Dust-Free Conditions: Make sure both plug and socket are free from dust, dirt, or any foreign objects that could interfere with a secure connection.

• Test for Secure Fit: When inserting the plug into the socket, it should feel firm and stable. If there is any noticeable looseness or difficulty in inserting or removing the plug, the socket may require attention or replacement.

• Avoid Using Damaged Equipment: If any damage is found during your inspection, do not use the equipment. Contact a qualified technician or INCHARGEx customer support for guidance on repair or replacement.

By adhering to this monthly maintenance check, you help ensure your equipment remains in safe and effective working condition, reducing the risk of electrical hazards and prolonging the lifespan of your portable EV charger.

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INCHARGEx Burned Plug Policy

At INCHARGEx, we are dedicated to providing high-quality products designed for durability and safety. However, even plugs and sockets built tough for Australian conditions can wear out over time due to various factors. This policy outlines our approach to handling burned plugs for portable EV chargers in compliance with Australian consumer law.

Understanding Burned Plugs

While our products are manufactured to the highest standards, several factors can contribute to the degradation of plugs and sockets, leading to burned plugs. The following are the most common reasons for this wear:

• Mechanical Wear and Tear: Frequent plugging and unplugging can cause physical wear on the pins and socket contacts, potentially leading to loosening of connections over time.
• Vibration and Movement: In environments where the plug and socket are subject to vibration or movement, screws can gradually loosen, compromising the electrical connection.
• Electrical Load: Consistent operation near the maximum rated load can result in thermal stress, accelerating the degradation of the plug and socket.
• Thermal Cycling: The heating and cooling cycles during normal use cause expansion and contraction of metal components, which may loosen screws and connections over time.
• Corrosion: Environmental factors such as humidity or exposure to certain chemicals can cause corrosion of metal parts, affecting the quality of electrical connections.
• Poor Initial Installation: Improper installation, such as screws not being tightened sufficiently, can cause problems to develop more quickly.

• Loose Connections: Screws holding wires in place can become loose, leading to poor contact and increased electrical resistance.
  
• Arcing: Poor connections can cause arcing, where electricity jumps across a gap, generating heat and potentially damaging the plug and socket.
• Overheating and Melting: Increased resistance from loose connections can generate excessive heat, potentially leading to the melting of plastic components.

Warranty Coverage for Burned Plugs

0 to 90 Days from Purchase:
If you notice any signs of burning, overheating, or electrical damage to plugs within the first 90 days of purchase—and the equipment has been used in accordance with the manufacturer’s guidelines—please contact INCHARGEx customer support immediately. We will promptly arrange an inspection and, if the issue is confirmed, provide a repair, replacement, or refund as appropriate. This does not affect your rights to remedies under the Australian Consumer Law, including a refund or replacement for major failures.

91 Days to 6 Months from Purchase:
For burned plugs identified between 91 days and 6 months from purchase, please contact INCHARGEx customer support to report the issue. We will arrange for inspection by our team or a certified technician. If the problem is found to arise from a manufacturing defect or normal use rather than misuse or other external factors, you may be eligible for repair, replacement, or refund, in line with our warranty and your rights under the Australian Consumer Law.

6 Months to 1 Year from Purchase:
If signs of burning or electrical damage occur between 6 months and 1 year from purchase, warranty claims will be assessed on a case-by-case basis. Please contact us with details and, if required, we will perform an inspection. Where it is determined the damage resulted from normal use and not from misuse, improper maintenance, or external factors, you may be entitled to a remedy under our warranty or the Australian Consumer Law.

Beyond 1 Year from Purchase:
For burned plugs occurring beyond one year after purchase, these will generally be regarded as resulting from normal wear and tear, misuse, or other external factors and are not covered under our standard warranty. However, you are welcome to consult with a qualified technician for repair or replacement options, and INCHARGEx can provide guidance on authorised service centres or replacement parts if needed. This does not exclude any rights or remedies you may have under the Australian Consumer Law.

• Proper Usage: Warranty coverage is only applicable if the product has been used in accordance with INCHARGEx guidelines and within the rated electrical specifications.
• Inspection Requirements: In some cases, INCHARGEx may require inspection of the damaged plug by our team or an authorized technician to validate the warranty claim.
• Exclusions: Damage resulting from improper use, overloading, modifications, or use with incompatible equipment is not covered under this warranty. 

Policy Updates

INCHARGEx reserves the right to update, modify, or amend its policies at any time to reflect changes in our practices, applicable laws, or business requirements. Any updates will be published on this page and take effect immediately upon posting, unless otherwise stated. These changes will not affect your rights under the Australian Consumer Law. We encourage customers to review our policies periodically to stay informed about how we operate