Returns & Refunds Policy

We accept returns within 30 calendar days from the date of delivery. To qualify for a return, items must meet the following conditions:

• Products must be unused and in their original condition
• All original packaging must be intact and undamaged
• All accessories, fasteners, and hardware must be included
• Proof of purchase (invoice or order confirmation) must be provided

Follow these steps to initiate a return:

1. Contact us via email, WhatsApp, or phone to request a return. Provide your order number, the product(s) you wish to return, and the reason for the return.
2. Receive your Return Authorisation (RA) number. Our team will review your request and issue an RA number, typically within 1 business day.
3. Ship the products back to our warehouse. The buyer is responsible for return shipping costs. Please ensure items are securely packaged to prevent damage in transit.
4. Inspection and refund. Once we receive and inspect the returned items, your refund will be processed within 5 business days.

Need a different product or size? We are happy to arrange an exchange at no extra charge (excluding any price differences between products).

• Exchanges are subject to stock availability
• The original product must meet the same return conditions outlined in Section 01
• If the replacement product is of a higher value, the price difference must be paid before dispatch
• If the replacement product is of a lower value, the difference will be refunded

Refunds are processed using the original payment method wherever possible:

• EFT payments — Refunded to the bank account from which the original payment was made
• Card payments — Refunded to the card used for the original transaction
• Cash payments — Refunded via EFT to a nominated bank account

Please allow up to 5 business days for refunds to reflect in your account after processing. Bank processing times may vary.

The following items cannot be returned or exchanged unless they are defective or damaged on arrival:

• Custom-cut items — Rails or profiles that have been cut to custom lengths per your specifications
• Installed or modified products — Any product that has been mounted, drilled, bent, or otherwise altered
• Bulk or special orders — Items ordered specifically for your project that are not part of our standard stock range

If you receive a product that is damaged in transit or has a manufacturing defect:

1. Report the issue within 48 hours of delivery. Contact us via WhatsApp or email with your order number and clear photographs showing the damage or defect.
2. We will arrange collection at no cost to you. EVO Energy covers all return shipping costs for confirmed defective or damaged items.
3. Choose your resolution: We will offer a full replacement or a complete refund, whichever you prefer.

EVO Energy products are built to last. Our mounting solutions carry industry-leading warranties:

To submit a warranty claim, contact our support team with your original order details, photographs of the issue, and a description of the installation environment. Warranty claims are assessed on a case-by-case basis and typically resolved within 10 business days.

Orders may be cancelled under the following conditions:

• Before dispatch — Orders cancelled before they have been dispatched from our warehouse will receive a full refund
• Partially shipped orders — If part of your order has already been dispatched, the remaining unshipped items can be cancelled and refunded. Shipped items must follow the standard return process
• After dispatch — Once an order has been fully dispatched, it cannot be cancelled. You may return the items after delivery per the 30-day return policy

To request a cancellation, contact us immediately with your order number. Cancellations are processed on a first-come, first-served basis and depend on the fulfilment status at the time of your request.

Our support team is here to help with any returns, exchanges, or warranty queries. Reach out through any of the following channels:

For returns and exchanges, please have your order number and product details ready when you contact us. This helps us process your request as quickly as possible.