Indigi Power & Cooling

Returns, Dead on Arrival (DOA) & Warranty Policy

1. Policy Overview

Indigi Power & Cooling supplies specialist electrical, power, cooling, and infrastructure equipment and services intended for professional, commercial, industrial, and government use.

Due to the technical, safety-critical, and project-specific nature of these products, returns are strictly limited and will only be accepted where a product is proven to be Dead on Arrival (DOA) in accordance with this policy.

Unless otherwise required by law, all sales are final once supplied or shipped.

2. No Change-of-Mind Returns

Indigi Power & Cooling does not accept returns, exchanges, or credits for:

• Change of mind

• Incorrect product selection, specification, or configuration

• Over-ordering or surplus stock

• Project delays, suspensions, or cancellations

• Compatibility, integration, or performance expectations

• Custom-built, configured, engineered, or special-order items

• Goods that have been installed, commissioned, energised, modified, or used

The customer is solely responsible for confirming suitability, compatibility, compliance, and intended application prior to order confirmation.

3. Dead on Arrival (DOA) Claims

A DOA claim will only be considered where all of the following conditions are met:

• The product is non-functional upon first power-up

• The issue is reported within seven (7) calendar days of delivery

• The product has not been installed, commissioned, altered, or damaged

• All original packaging, accessories, documentation, and serial labels are intact

• Satisfactory evidence is provided, including photographs, fault descriptions, and test data (if requested)

Failure to meet any of the above conditions may result in rejection of the DOA claim.

4. Assessment & Determination

All DOA claims are subject to technical assessment by:

• Indigi Power & Cooling

• The original equipment manufacturer (OEM)

• An authorised service or repair agent

Indigi Power & Cooling reserves the right to require:

• Remote diagnostics

• On-site verification

• Return of the product for testing

If assessment determines the product is operational or the fault is attributable to external factors (including installation, wiring, environment, or power quality), the claim will be rejected.

5. Return Freight, Handling, Restocking & Associated Costs

Unless otherwise required by law or expressly agreed in writing:

All return-related costs are the responsibility of the customer, including but not limited to:

• Freight, handling, packaging, insurance, and logistics

• Export and import clearance, duties, taxes, quarantine, and compliance charges

• Testing, inspection, diagnostics, and assessment fees

Where a return or DOA claim is accepted subject to manufacturer or supplier approval, the customer is responsible for all manufacturer, supplier, or OEM restocking fees, whether charged:

• As a percentage-based restocking fee

• As a fixed administration or handling charge

• As refurbishment, re-packaging, re-certification, or testing costs

Restocking fees apply regardless of whether the outcome is a replacement, repair, or credit.

Any approved credit or replacement will be net of all applicable restocking fees and associated costs.

6. Replacement, Repair or Credit

Where a DOA claim is approved, Indigi Power & Cooling may, at its sole discretion:

• Replace the product

• Arrange repair under manufacturer warranty

• Issue a credit note

Cash refunds are not provided unless required under Australian Consumer Law.

7. Warranty Claims (Non-DOA)

Faults arising after successful installation or commissioning are handled strictly in accordance with the applicable manufacturer’s warranty terms and conditions.

Warranty exclusions include, without limitation:

• Incorrect installation, wiring, configuration, or commissioning

• Power quality issues (including harmonics, voltage instability, phase imbalance, regeneration effects, or generator interaction)

• Environmental conditions outside manufacturer specifications

• Misuse, neglect, accidental damage, or unauthorised modification

• Consumables, batteries beyond warranty conditions, or normal wear and tear

8. Pacific Islands & International Orders

For customers located in the Pacific Islands or other international jurisdictions:

• All sales are considered final once shipped

• DOA claims may be subject to extended assessment timeframes due to logistics and manufacturer processes

• All return freight, customs clearance, duties, taxes, quarantine, and local compliance costs are borne entirely by the customer

• Manufacturer warranty support may be limited to parts-only, with labour, travel, accommodation, and logistics excluded

• Customers are strongly advised to conduct arrival inspections and acceptance testing and to consider redundancy or spare units for mission-critical applications

9. Scope of Application

This policy applies to all products and services supplied by Indigi Power & Cooling, including but not limited to:

• Power protection systems, UPS, batteries, and energy storage

• Cooling, CRAC, environmental, and mechanical systems

• Electrical, control, monitoring, and infrastructure components

• Spare parts, consumables, accessories, software, and firmware

• Custom-engineered, configured, integrated, or bundled solutions

• Goods and services supplied locally, interstate, or internationally

This policy applies regardless of brand, origin, destination, or method of supply, unless expressly varied in writing by an authorised officer of Indigi Power & Cooling.

No verbal representations or informal communications override this policy.

10. Limitation of Liability

To the maximum extent permitted by law, Indigi Power & Cooling is not liable for any indirect, consequential, incidental, or economic loss, including but not limited to:

• Loss of revenue

• Downtime

• Penalties

• Liquidated damages

• Project delays

arising from product failure, replacement, or warranty processes.

11. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

Where applicable, Indigi Power & Cooling will meet its statutory obligations.

12. Acceptance of Terms

By placing an order, issuing a purchase order, accepting a quotation, or taking delivery of goods or services, the customer acknowledges that this policy forms part of all quotations, sales orders, invoices, contracts, and agreements issued by Indigi Power & Cooling.