FAQ

Once your order has been dispatched, you’ll receive an email with tracking details. You can also view your order status by logging into your account.

If your tracking hasn’t updated or your delivery is delayed, please contact our team and we’ll assist.

Delivery timeframes are shown at checkout and vary depending on your location and the products ordered.

As a general guide:

• Metro east coast: 1–5 business days after dispatch
• WA: up to 10 business days
• Regional and remote areas may take longer
• Bulky items can take additional time

Yes. Bulky products are shipped using specialised freight couriers Australia-wide. Delivery times may be longer than standard parcels, especially to regional areas.

If your order hasn’t yet been dispatched, we may be able to update or cancel it. Please contact us as soon as possible on 1300 366 024.

Once dispatched, changes or cancellations may not be possible.

Please contact us as soon as possible with photos of the packaging and product. Our team will assist with a replacement or resolution.

No. Due to the size and nature of our products, NCE does not deliver to PO Boxes. A physical street address is required for all orders.

For bulky items, someone will need to be available to receive the delivery. Smaller parcels may be eligible for Authority To Leave.

Please check your junk or spam folder first. If you still can’t find it, contact our team and we’ll resend it.

If your order hasn’t been dispatched yet, we may be able to update your address. Please contact us as soon as possible on 1300 366 024.

Once dispatched, address changes may not be possible.

If an item is unavailable or delayed, our team will contact you with updated timelines or alternative options.

Yes. Click & Collect is available on selected items and locations.

Simply choose Click & Collect at checkout if available for your order.

We’ll email you once your order is ready for collection.

Please wait for confirmation before arriving.

Please bring your order confirmation and photo ID.

If someone else is collecting on your behalf, they’ll need your order confirmation.

No. Orders require processing time. Please wait until you receive confirmation that your order is ready for collection.

We accept major credit cards and debit cards, along with Afterpay, Zip Pay, Link Pay, Google Pay and Apple Pay.

All available payment options will be displayed at checkout.

Yes, we offer price matching on eligible products.

If you find the same item advertised cheaper by an Australian retailer, please contact our team with the competitor link and we’ll do our best to match it.

Price matching is subject to availability, identical product specifications, and retailer eligibility.

NCE supplies electrical products including 12V and 240V appliances, battery systems, inverters, air conditioners and related components.

Certain electrical installation work must be carried out by a licensed or registered electrician. This includes, but is not limited to, connection to 240V mains power, installation of fixed wiring and work on electrical switchboards or distribution boards.

Requirements vary by state and territory but are broadly consistent across Australia.

It is your responsibility to ensure that any installation work is carried out by a suitably qualified person in accordance with applicable electrical safety legislation in your state or territory, and in accordance with NCE's installation instructions for the relevant product.

Yes. All NCE products must be installed in accordance with the product's installation instructions and any applicable Australian Standards.

Failure to follow installation instructions may:

• void the product warranty;
• create a safety hazard; and
• constitute a breach of applicable electrical safety or building regulations.

Some NCE products are suitable for installation by a competent person without a licence, for example, certain 12V accessories.

Where this is the case, it will be indicated in the product's installation instructions.

If you are unsure whether a product requires a licensed installer, please contact us before proceeding.

No. NCE is a supplier of goods only.

We do not provide electrical installation services and are not responsible for any loss, damage, injury or regulatory breach arising from installation that is not carried out in accordance with this clause, applicable legislation or NCE's product instructions.

Yes. The ACL applies nationally across Australia. In addition, certain products and installation activities may be subject to state or territory laws, regulatory requirements, licensing rules, safety standards, recall obligations or temporary bans that apply in the place where the Goods are supplied, installed or used.

You must comply with any such requirements that apply to you.

We may decline to supply, cancel an Order, delay dispatch, require additional information or provide product safety warnings where reasonably necessary to comply with applicable laws or directions of a regulator.

No fees, charges or conditions in these Terms apply to returns validly made under the ACL.

In particular, the restocking fee and return conditions described in clause 8.3, Change of Mind, do not apply to any return that arises because the Goods have a defect, failure or do not conform to a consumer guarantee.

A major failure includes situations where the Goods:

• would not have been bought by a reasonable person had they known about the problem;
• are substantially unfit for their common purpose and cannot be made fit within a reasonable time;
• are unsafe; or
• are significantly different from their description, sample or demonstration model.

If you believe your Goods are faulty, do not conform to their description or otherwise fail to meet a consumer guarantee, please contact our Customer Service team as soon as practicable.

Please provide:

• your order number and proof of purchase;
• a clear description of the fault or failure; and
• photographs of the issue where reasonably possible.

We will assess your claim within a reasonable time and confirm the appropriate remedy under the ACL.

Where a product does not meet a consumer guarantee, we will provide a remedy as required by law. Our express warranty processes may also assist with handling the claim, but they do not replace or limit your ACL rights.

This clause applies only where you wish to return Goods for reasons unrelated to any defect, failure or consumer guarantee issue.

It does not apply to, and does not limit, your rights under the ACL.

The following Goods may be ineligible for change-of-mind returns approved at our discretion.

This does not affect your rights under the ACL where the Goods have a defect, do not match their description or sample, are unfit for purpose, are unsafe or otherwise fail to meet a consumer guarantee:

• Goods that have been installed, used, modified or altered after delivery;
• Goods returned without all original packaging and documentation; and
• Goods damaged after delivery due to misuse, neglect or abnormal use.

Contact our Customer Service team at sales@nce.com.au or 1300 366 024.

Pack the Goods securely, including all original packaging and documentation.

Send the Goods to the address provided. We recommend using a tracked postal or courier service. NCE is not responsible for returns lost or damaged in transit.

Approved refunds will be processed to your original payment method within 14 days of us receiving and assessing the returned Goods.

Processing times may vary depending on your bank or payment provider.

We don’t offer direct exchanges. If you need a different product, the original item must be returned, subject to approval, and a new order placed.

All products sold by NCE are covered by Australian Consumer Law, along with any applicable manufacturer warranty. Warranty periods vary depending on the product and brand.

Warranty covers manufacturing faults under normal use. It does not cover damage caused by incorrect installation, misuse, modifications, accidental damage or general wear and tear.

Proof of purchase is required for all warranty claims.

You can view our full warranty policy here.

To submit a warranty claim, please click here.

• Your order number or proof of purchase
• A description of the issue
• Clear photos or videos showing the fault

Once received, our team will assess your claim and advise next steps.

All warranty claims are handled directly by NCE.

If you purchased from an authorised NCE stockist, please contact us at ncewarranty@nce.com.au with your proof of purchase, a description of the issue and clear photos or videos of the fault. Our team will manage the warranty process for you.

Warranty applies only to the original purchaser and requires proof of purchase. Second-hand items are not covered under warranty.

Assessment typically takes 3–5 business days once all required information is received. Resolution time may vary depending on the product, supplier and availability of replacement parts.

Our team will keep you updated throughout the process.

If your claim is not approved, we’ll explain why and discuss available options, which may include repair quotes or replacement purchases.

Absolutely. Call us on 1300 366 024 and our team will help you choose the right product for your setup.