Refund policy

Refund and Return Policy          

TotalEnergies Marketing Australia
ABN: 15 149 501 922
Email: au-orders@totalenergies.com

At TotalEnergies, we want you to feel confident in your purchase. This Refund & Return Policy explains how we handle returns, refunds, and issues with products bought directly from us.

This policy works alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or replaces those rights.

 

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to:

·       A replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

·       A repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Major Failure: If the problem is major, you are entitled to your choice of a replacement or refund. A major failure includes situations where the product:

·       Has a fault that would have stopped you from purchasing it,

·       Is unsafe,

·       Is significantly different from its description, or

·       Does not perform as expected and cannot be easily fixed.

Minor Failure: For issues that do not constitute a major failure, we may elect to repair the item within a reasonable time.

 

2. Returns for Faulty, Damaged or Incorrect Items

If you receive a product that is faulty, wrongly described, or different from a sample shown, we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product provided the item is returned within a reasonable time with proof of purchase.

 

3. Change of Mind Returns

We want you to be happy with your purchase. If you change your mind, we offer a refund or store credit subject to the following conditions:

·       The item is returned within 14 days of purchase.

·       Items must be unopened, unused, and in original packaging, with all tags and labels attached.

·       Proof of purchase is provided.

·       Return shipping is at your expense (trackable shipping is recommended).

Change‑of‑mind returns are not accepted for:

·       Custom or made‑to‑order items

·       Clearance or sale items

·       Products not suitable for return for hygiene or safety reasons

·       Items not returned in resaleable condition

 

4. How to Initiate a Return

Email au-orders@totalenergies.com with:

·       Order number

·       Product details

·       Reason for return (including photos or videos for faults, if available).

If your return is accepted, we will send instructions on how and where to send your package. Items sent back without prior authorisation will not be accepted.

 

5. Packaging Your Return & Transit Responsibility

Please package items securely to avoid damage during transit.

·       You are responsible for ensuring the goods reach us.

·       We strongly recommend a trackable shipping service and retaining your tracking details.

·       We are not responsible for items lost or damaged in transit for change‑of‑mind returns.

·       If returned items arrive damaged (and the damage was not part of the original fault) or are missing components, we may decline the return or issue a partial refund.

 

6. Refunds Process

Once we receive and inspect your return, we will notify you of the outcome.

·       If approved, refunds are issued to your original payment method within 10 business days.

·       Your bank or card provider may take additional time to post the refund.

·       For change‑of‑mind returns, original shipping charges are non‑refundable.

 

7. Return Shipping Costs

·       Faulty/Defective Items: We cover reasonable return shipping costs.

·       Change of Mind: Customers are responsible for return shipping.

 

8. Exchanges

We do not offer direct exchanges. If you need a different item, please place a new order after your refund is processed.

 

9. Privacy

Any personal information provided in connection with returns will be handled in accordance with our Privacy Policy.

 

10. Contact Us

If you have any questions, we’re here to help.

📧 Email: au-orders@totalenergies.com

🕒 Response time: typically within 3-5 business days.