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Customer Support
Returns Policy
Our Customer Support offers a 14 day returns policy for you to return any item to us for a full refund. This policy starts from the date that the item was received, and the item must be in pristine condition, complete with the original, undamaged packaging.
Once you have requested a return, you will be contacted by the myenergi team who will provide a returns form and further instructions.
Return the product back to us, either by courier or by Australia Post, to the following address:
Returns Address:
FAO myenergi Returns Dept
31/536 Clayton Road
Clayton South
Victoria, 3169
Australia
Product Warranty
Subject to the provisions described in our terms  here, myenergi products are protected for three (3) years from the date of purchase against faults in material and workmanship.
Customers must report the faulty product to myenergi by either by filling out the form above, emailing us at apac.support@myenergi.com or calling us on 0800323558.
Our myenergi Support team will carry out an assessment to collect further details and advise accordingly.
If required, a replacement part or full product will be dispatched. The customer can arrange for their own installer to attend or request a myenergi installer to complete the warranty replacement for a compensation rate of $125+gst.
Customer Service FAQs
If any of your myenergi products develop a fault or aren’t functioning as expected, please either contact us on 03 8513 0871 or submit a Technical Support Ticket.
Click on the Support menu on the website, go to Product Support, then select the Support option for the specific product you need.
A support team member will then be in touch to guide you through the problem and offer solutions.
Any faulty equipment must first be reported to and logged with myenergi New Zealand who will assess the problem and arrange for replacement unit/part.
Once this has been completed, please notify the support team who will arrange for return of the faulty product back to us, either via courier collection or issuing an New Zealand post returns label accordingly.
We aim to dispatch all replacement units or parts within 48 hours of the fault being reported and diagnosed by our Technical Support team.
However, if there are any issues that cause delays, we will be in touch to advise you on how long it will take.
All site visits must be authorised by our Tech Support Team before being undertaken at the set myenergi compensation rate. Any un-authorised visits will not be compensated by myenergi New Zealand.
Once the site visit has been completed, please send through a valid invoice for $125 + GST to apac.support@myenergi.com.au. Please ensure that it includes the customer name, address and, if possible, the Ticket Number from our Tech Support Team.
If you do not have this, please get in touch and we can provide it.
This invoice will then be processed within 21 days of receipt.
Please send through a list of the faulty units you have to return, with their corresponding serial numbers, product codes and any other information relating to the unit. This list should be sent through to apac.support@myenergi.com.au.
Our Customer Support Team will then be in touch to organise a return or request further information.
All faults must be reported to myenergi New Zealand first. Any un-authorised repairs or replacements will result in voiding the manufacturer warranty and will not be compensated. Customers can use their own installer to complete warranty replacement works, however, it must be made clear our compensation rates are $125+ GST to complete the work.
Any additional time spent on site troubleshooting by non-accredited myenergi installers may not be compensated, unless approval and agreement of costs has been made in advance.
myenergi will not accept invoices from installers at their own rates and without any approval.
A myenergi product can be removed and re-installed by an installer at the customers own expense. Any damage incurred or additional time spent on site setting product will not be compensated and warranty may be voided. Items that become surplus to requirements cannot be returned and refunded.
Our recommendation is to use a myenergi accredited installer to complete the transition. However, customer will be responsible for all costs.
The 3 year warranty terms apply to all products sold by myenergi Apac Pty Ltd. Currently the extended warranty is only available within the UK.
