A product is “Dead On Arrival” if it does not function correctly the first time it is connected, energised or tested after delivery, provided the fault is not the result of incorrect installation, mishandling, or damage caused after delivery.

DOA window: 5 days from delivery.

1. Contact us at sales@arckelectrical.com.au within 5 days of delivery with your order number, a description of the issue, and photos or a short video of the fault.
2. ARCK will issue a return authorisation and pay the return shipping cost.
3. Once received and verified, ARCK will replace the item, or if a replacement is not available, refund the original purchase price to your original payment method.

If a product develops a fault after it has been used or installed and is within the manufacturer’s warranty period, the claim is handled as a manufacturer warranty claim:

• Contact us at sales@arckelectrical.com.au with your order number, proof of purchase, and details of the fault.
• ARCK will assist you in lodging the warranty claim with the manufacturer.
• The customer is responsible for return freight to ARCK or to the manufacturer’s service centre as instructed.
• Resolution (repair, replacement, or refund) is determined by the manufacturer’s warranty terms and processing times.

Where the Australian Consumer Law applies and the fault amounts to a major failure, ACL rights override the manufacturer warranty path and ARCK will deal with the matter directly.

Unopened, unused products in their original packaging with all components may be returned within 30 days of purchase for refund or store credit, subject to:

• A restocking fee of 20% of the original purchase price applies to refunds. The fee is waived if you choose store credit.
• Original delivery charges are not refundable.
• Return freight is at the customer’s expense and is deducted from any refund.
• We recommend trackable shipping. ARCK is not responsible for items lost in return transit.

• Cable, conduit, cable duct and any product sold by the cut length or metre
• Custom-cut, custom-made, or specially ordered items
• Discontinued, clearance, or end-of-line products
• Items that have been installed, energised, modified, or had their original packaging discarded
• Personal Protective Equipment (PPE) for hygiene reasons+
• Software, downloadable content, and consumables once unsealed

1. Email sales@arckelectrical.com.au with your order number and the reason for return. Attach photos or video for DOA or fault claims.
2. We’ll respond with a Return Authorisation (RA) number and return instructions. Do not send goods back without an RA number — unauthorised returns may be refused.
3. Pack the goods securely in their original packaging with all accessories, manuals and components.
4. Ship to:
   ARCK Electrical Wholesale Supplies
   589 Church Street, North Parramatta NSW 2151
   Mark your RA number clearly on the outside of the parcel.
5. We recommend trackable shipping with insurance for the value of the goods.

Once we receive your return, we will inspect the goods and notify you of the outcome by email within 5 business days.

If approved, refunds are processed to your original payment method within 10 business days of approval Bank or card processing times may add a further 1–5 business days.

Store credit, where chosen, is issued as a code or account credit valid for 12 months from date of issue.

If your order arrives damaged, contact us within 2 business days of delivery at sales@arckelectrical.com.au with photos of the packaging and the damaged goods. ARCK will lodge a freight claim and arrange a replacement or refund at no cost to you.