Refund policy
Last updated: 6 September 2026
This Returns & Refunds Policy applies to purchases from The Delivery Group Pty Ltd trading as Sparky Stock (ABN 84 700 390 932), including electrical supplies, tools, lighting and other products sold through our store.
For help with a return, email sales@sparkystock.com.au or use our Contact Us page.
1. Your Australian Consumer Law rights
Our products are covered by consumer guarantees under the Australian Consumer Law (ACL) where applicable. Nothing in this policy removes or reduces rights or remedies that cannot lawfully be excluded.
Products must meet applicable guarantees, including acceptable quality, safety and durability, matching their description, and suitability for a purpose made known to us where the law provides that guarantee.
Our 30-day change-of-mind period does not limit claims for faulty products. Consumer guarantees can continue after a manufacturer's warranty expires. The relevant period depends on the product, its expected durability, price, use and other circumstances; statutory rules about rejecting goods still apply.
These rights can also apply to business and trade purchases that meet the ACL definition of a consumer. Having an ABN or trade account does not, by itself, remove them.
2. Faulty products: repairs, replacements and refunds
If a product fails an applicable consumer guarantee, contact us so we can assess the issue and provide the remedy required by law.
- Major failures: you can reject the goods and choose a refund or replacement, subject to the ACL rules for rejecting goods, or keep them and claim compensation for their reduced value. Major failures include unsafe goods, substantial differences from their description, or serious problems that would have stopped a reasonable customer buying them.
- Other failures that can be fixed: we will provide a remedy at no cost within a reasonable time, usually a repair. If we refuse or fail to do so, you can have the problem fixed elsewhere and recover reasonable costs, or exercise any right to reject the goods and obtain a refund or replacement under the ACL.
- Failures that cannot be fixed: you have the rejection or reduced-value compensation rights provided by the ACL, even if the failure is not major.
You are also entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee. This can include reasonable removal or reinstallation expenses where recoverable under the ACL; installation costs are not automatically excluded.
Statutory remedies are available for eligible faulty goods even if they have been used or installed, were bought on sale, or were specially ordered. Original packaging is not required for an ACL claim.
3. Returning faulty goods and associated costs
Please contact us to arrange assessment and return instructions. For products that can readily be posted or returned, we may ask you to send them to the return address we provide. If a fault covered by the ACL is confirmed, we will reimburse reasonable return postage or transport expenses. Please keep your receipts.
For faulty goods that are large, heavy or difficult to remove, including installed products, we will arrange collection or pay reasonable return costs as required by law, within a reasonable time.
We do not charge restocking, processing or assessment fees for a valid consumer guarantee claim. Where an assessment finds no fault covered by the ACL, reasonable inspection or transport charges may apply only where permitted by law and after we have explained the possible charges and provided a reasonable estimate before collection or assessment.
Any original delivery charges refundable under the ACL will also be refunded. The shipping exclusions for change-of-mind returns below do not apply to statutory remedies.
4. Goods damaged in transit or incorrect items
If your order arrives damaged or contains an item different from the one ordered, contact us promptly with your order details. Photographs of the item and packaging are helpful where available, but their absence does not automatically prevent a claim.
We will investigate and provide the appropriate remedy. You will not have to pay reasonable return or replacement delivery costs needed to correct our error or damage for which we are responsible. We will deal with our delivery provider where necessary; you do not have to resolve the matter with the courier yourself.
We do not impose a 24-hour, 48-hour or 30-day reporting deadline that overrides your statutory rights.
5. Our 30-day change-of-mind returns
In addition to your legal rights, Sparky Stock accepts eligible change-of-mind returns. Contact us within 30 days of receiving the product to request a return, then return it promptly in accordance with the instructions we provide. A delay by us in providing those instructions will not invalidate a request made within the 30-day period.
For a change-of-mind return, the product must:
- Be unused, undamaged and in its original condition;
- Not have been installed, wired, connected, altered or modified;
- Be in its original packaging with all supplied accessories, components, manuals and instructions;
- Be suitable for resale; and
- Have satisfactory proof of purchase from Sparky Stock.
If these conditions are met and no disclosed exclusion applies, we will refund the amount paid for the returned product. These conditions apply only to change-of-mind returns.
6. Change-of-mind exclusions
We do not accept change-of-mind returns for used, installed, connected, modified or damaged items, or items missing their original packaging or supplied components.
Clearance or final-sale items, special-order or custom-ordered goods, and other items expressly excluded from change-of-mind returns are excluded only where that restriction was clearly disclosed before purchase. A discount alone does not make an item non-returnable.
These exclusions never remove an applicable right to a remedy for faulty, unsafe, incorrectly described or otherwise non-compliant goods.
7. Shipping and exchanges for change of mind
You pay the return shipping cost for change-of-mind returns. Original delivery charges are not refundable for these returns unless we agree otherwise. We recommend secure packaging and a tracked service.
Where you arrange the return carrier, you are responsible for getting the change-of-mind return back to us safely. This does not exclude responsibility for loss or damage caused by us or a carrier we engage, or any liability that cannot lawfully be excluded.
Where available, we may offer a change-of-mind exchange. You pay the return postage and any agreed delivery charge for the new item. We will confirm these charges beforehand. You pay any increase in product price, or we refund any decrease. The cost rules in this section do not apply to replacements owed under the ACL.
8. Electrical installation, use and safety
Check the product's specifications, dimensions, colour and compatibility before ordering. This does not remove our responsibility for accurate descriptions or suitability advice covered by the ACL.
Electrical work requiring a licence must be carried out by an appropriately licensed person in accordance with applicable laws and the manufacturer's instructions. If you suspect a product is unsafe, stop using it and contact us. Do not attempt electrical disconnection or removal yourself where licensed electrical work is required.
Damage caused by misuse, incorrect installation, incorrect voltage, neglect, accidental damage or unauthorised modification is not, by itself, a product defect for which we must provide a consumer guarantee remedy. We will consider the cause of the problem; installation or modification does not automatically cancel rights for an unrelated defect. Normal wear must also be considered against the product's legally required durability.
9. Manufacturer warranties and repairs
Some products have a manufacturer's warranty with its own terms. That warranty is additional to your ACL rights, and its expiry does not automatically end those rights.
You can bring a consumer guarantee claim directly to Sparky Stock. We may work with the manufacturer or supplier to assess or resolve it, but we will not require you to pursue them instead of us or make your statutory remedy dependent on their approval.
For repairs that may affect stored data or involve refurbished goods or parts, we or the repairer will provide any legally required repair notice before accepting the goods for repair. Where possible, back up stored information before sending a device for assessment.
10. Proof of purchase and assessment
We may request reasonable proof that the goods were purchased from Sparky Stock. This can include an order confirmation, invoice, receipt, or a bank or card record together with details that identify the purchase. An original paper receipt is not the only acceptable evidence.
Please provide your name, order number if available, the product or model number, and the reason for the return. We may reasonably request photographs, serial numbers or relevant installation information to assist assessment. We will explain any further information needed and assess claims within a reasonable time.
Please contact us before sending goods so we can provide the correct return address and safe transport instructions. Return authorisation is an administrative step and is not an additional condition that removes your ACL rights.
11. How refunds are paid
Once a refund entitlement has been established and any necessary return or assessment is complete, we will process the refund promptly and within a reasonable time, and notify you when it has been issued.
Refunds are made using the original payment method unless you agree to another method. We will not require you to accept store credit instead of a monetary refund to which you are legally entitled.
For goods validly rejected under the ACL, the refund covers the full amount paid for those goods, without deductions for prior use. Any recoverable shipping costs or compensation are dealt with separately as described above. Your bank or payment provider may need additional time to show the credit; contact us if a refund has not appeared so we can help trace it.
12. Contact and unresolved concerns
The Delivery Group Pty Ltd trading as Sparky Stock
ABN: 84 700 390 932
Business location: Bundaberg, Queensland, Australia
Email: sales@sparkystock.com.au
Online enquiries: Contact Sparky Stock
We will provide the appropriate return address when arranging your return. If you are unhappy with a decision, reply to us and request a review. You can also seek assistance from the Queensland Office of Fair Trading or your state or territory consumer protection agency.
Policy updates do not remove rights that already apply to an earlier purchase. Your non-excludable rights under Australian law always prevail.