Refund Policy

Last updated: 16 September 2026

Evygen Pty Ltd (ACN 698 941 589) supplies goods and installation services with guarantees that cannot be excluded under the Australian Consumer Law. This policy explains our ordinary returns process; it does not remove any statutory guarantee or remedy.

1. Goods with a major failure

If a product has a major failure, you may generally choose a refund, replacement or compensation for the reduction in value, as provided by the Australian Consumer Law. A major failure can include an unsafe product, a product substantially different from its description, or a problem that would have stopped a reasonable consumer from buying it.

2. Goods with a minor failure

For a minor failure, Evygen may choose to repair, replace or refund the product within a reasonable time. If the failure cannot be remedied within a reasonable time, the Australian Consumer Law may provide further refund, replacement or compensation rights.

3. Change-of-mind returns

Within 30 days of delivery, you may request a change-of-mind return for a product that is unopened, unused and in its original saleable packaging. You pay the return freight and remain responsible for the product until it reaches us. We do not charge a restocking fee for an approved unopened and unused change-of-mind return. This change-of-mind policy does not apply to customised goods or to goods that have been installed, connected or used.

Change-of-mind returns are separate from Australian Consumer Law remedies. We do not apply the 30-day, packaging or freight conditions to a valid claim about a product failure or other statutory remedy.

4. Installation cancellations

The installation fee is fully refundable when you cancel before Evygen dispatches or books the site-assessment and verification call. After that call has been dispatched, booked or completed, a refund is assessed against the work already performed and any statutory rights that apply. We will confirm any amount retained before processing a partial refund.

5. How to request a refund or remedy

Email support@evygen.com.au with your order number, the product serial number where available, a description of the issue and photographs or other information that helps us assess the request. We may ask to inspect or test a product before arranging a remedy, except where the law requires a different process.

Approved refunds are returned to the original payment method. We process the refund after the return is received or the remedy is confirmed, subject to the payment provider's processing time.

Consumer guarantee reference: Australian Competition and Consumer Commission guidance on repairs, replacements, refunds and cancellations.