1. When a refund applies
- You cancelled an online order within the 7-day cooling-off period and the goods are returned unused.
- Goods received are defective, damaged in transit or not as described, and you choose a refund rather than a repair or replacement.
- We cannot supply the product you paid for within a reasonable time, or the product is no longer available.
- We cancelled your order before dispatch, or could not deliver to your address after reasonable effort.
- A warranty claim is approved and the unit cannot be repaired or replaced within a reasonable period.
2. When a refund does not apply
- Change of mind after the 7-day cooling-off period.
- Products that were fuelled, installed, wired in, modified or damaged through misuse.
- Custom-built, containerised or special-order equipment.
- Delivery, installation, commissioning, crane hire and after-hours call-out fees already incurred.
- Consumables and service parts that have been opened or used.
3. How the refund is calculated
We refund the purchase price you actually paid for the product, including VAT, plus the original standard delivery charge if the entire order is returned in terms of the cooling-off right. Upgraded delivery, crane hire, installation and financing costs are not refundable.
Where goods are returned incomplete, damaged or without original packaging, we may deduct the reasonable cost of replacement parts, repackaging or repairable damage. Any deduction is itemised in writing before the refund is processed. No restocking fee is ever charged on goods found to be defective.
4. Processing times
- Card refunds: 5 – 10 business days after approval, depending on your bank.
- Instant EFT and Mobicred: refunded through the relevant provider, typically 5 – 10 business days.
- Bank transfer (EFT) refunds: 3 – 5 business days after we receive complete banking details.
- Cash payments: refunded by EFT to the verified account holder only.
5. What we need from you
To pay a refund we need your order reference, the approved refund amount in writing, and — for EFT refunds — a bank confirmation letter or stamped proof of account in the name of the person or business that paid. We cannot pay refunds to third-party accounts, in cash, or to an account that does not match the original payer.
6. Refunds and finance
If you paid through a credit provider, the refund is paid to the credit provider to settle your facility. Any interest, initiation or service fees charged by that provider are governed by your agreement with them. MAXT Generators does not offer credit itself and is not a registered credit provider.
7. Failed or delayed payments
If a refund does not arrive within the stated period, send us your order reference and a bank statement showing the relevant period. We will provide the bank's payment trace reference within 2 business days. Should a refund remain unresolved after 15 business days, you may escalate the matter to the National Consumer Commission.