Refund & Returns Policy
PureNode — Operated by Electro Oz Pty Ltd
ABN 62 667 840 217
Last updated: 17 June 2026
1. Our Commitment
At PureNode, we want you to be completely satisfied with every purchase. We have designed this policy to be fair, transparent and compliant with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).
This policy applies to all products purchased through purenode.com.au and is in addition to — and does not limit — your rights under the Australian Consumer Law.
2. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
- A replacement or refund for a major failure
- Compensation for any other reasonably foreseeable loss or damage resulting from a major failure
- Have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure
These rights apply regardless of any other conditions set out in this policy and cannot be waived or excluded.
What is a Major Failure?
A major failure occurs when a product:
- Would not have been purchased if you had known about the problem
- Is significantly different from its description or sample
- Is substantially unfit for its normal purpose and cannot easily be fixed
- Is unsafe
What is a Minor Failure?
A minor failure is one that can be remedied by repair within a reasonable time. In the case of a minor failure we are entitled to choose between providing a repair, replacement or refund.
3. Change of Mind Returns
In addition to your statutory rights, PureNode offers a voluntary change of mind returns policy subject to the following conditions:
3.1 Eligibility
To be eligible for a change of mind return:
- You must contact us within 14 days of receiving your order
- The product must be in its original, unopened and unused condition
- All original packaging, accessories, manuals and documentation must be intact and undamaged
- The product must not have been installed, activated or registered
- Proof of purchase must be provided
3.2 Non-Eligible Items
The following items are not eligible for change of mind returns:
- Products that have been opened, used, installed or activated
- Products with damaged, missing or altered packaging
- Products that have been personalised or custom ordered
- Gift cards and store credits
- Products marked as final sale or clearance at time of purchase
- Software licences or digital downloads once activated
3.3 Return Shipping
For change of mind returns, you are responsible for the cost of return shipping. We strongly recommend using a tracked and insured shipping service as we cannot accept responsibility for items lost or damaged in transit during return.
3.4 Refund Options
Upon receipt and inspection of your returned item, if approved, you may choose either:
- A full refund to your original payment method, or
- Store credit to your PureNode account for the full purchase amount
Please note that original outbound shipping charges of $9.95 (where applicable) are non-refundable for change of mind returns.
3.5 Processing Time
- We will inspect returned items within 2 business days of receipt
- Approved refunds will be processed within 5–10 business days
- Store credit will be applied to your account within 1–2 business days of approval
- Processing times for refunds to your original payment method may vary depending on your financial institution
4. Faulty, Damaged or Incorrect Products
4.1 Reporting Timeframe
If you receive a product that is faulty, damaged in transit or significantly different from what was ordered, you must contact us within 14 days of delivery at order@purenode.com.au
4.2 What to Include in Your Report
When contacting us about a faulty or damaged item, please include:
- Your order number
- Full name and contact details
- A clear description of the fault or damage
- Photographs clearly showing the issue
- Whether the damage was to the product, packaging or both
4.3 Our Resolution Process
Upon receiving your report we will assess the issue and respond within 2 business days. Depending on the nature and severity of the fault we will offer at our discretion:
- Repair of the faulty product
- Replacement with the same or equivalent product
- Full refund to your original payment method
For faulty or damaged products we will cover all return shipping costs by providing a prepaid return label where required.
4.4 Products Damaged Through Misuse
This policy does not cover damage caused by:
- Misuse, abuse or neglect
- Unauthorised modification or repair
- Installation that does not comply with the manufacturer's instructions
- Normal wear and tear
- Damage caused by power surges, water or environmental factors beyond normal use conditions
- Damage caused by using the product with incompatible systems or accessories
5. Warranty Claims
5.1 Manufacturer Warranty
Many products sold by PureNode include a manufacturer warranty. Warranty periods and terms vary by product and brand and are detailed in the product documentation included with your purchase.
5.2 How to Make a Warranty Claim
To make a warranty claim please contact us at order@purenode.com.au with:
- Your order number and date of purchase
- Product name and model number
- Serial number where applicable
- A detailed description of the issue
- Photographs or video demonstrating the fault
5.3 Warranty Assessment
We will assess your warranty claim and advise on the appropriate resolution within 3 business days. Where a product needs to be returned for assessment, we will provide a prepaid return label.
5.4 Australian Consumer Law Warranty
Regardless of any manufacturer warranty period, your rights under the Australian Consumer Law apply for a reasonable period of time based on the nature and price of the product. For premium smart home automation products this is typically expected to be a reasonable number of years given the product type and price paid.
6. How to Initiate a Return
Step 1 — Contact Us First
Email us at order@purenode.com.au before sending any product back. Include your order number and reason for return. Do not send products back without prior written authorisation as unauthorised returns may not be accepted.
Step 2 — Receive Your Return Authorisation
We will respond within 2 business days with either:
- A Return Merchandise Authorisation (RMA) number and return instructions, or
- A request for additional information to assess your claim
Step 3 — Pack and Ship Your Return
Pack the product securely in its original packaging where possible. Clearly write your RMA number on the outside of the parcel. For change of mind returns, ship using a tracked service at your own cost. For faulty or damaged products, use the prepaid label we provide.
Step 4 — Inspection and Resolution
Once we receive your return we will inspect it within 2 business days and notify you of the outcome. Approved refunds, replacements or repairs will be processed promptly.
7. Exchanges
We do not offer direct product exchanges. If you would like a different product, please initiate a return for the original item (subject to eligibility conditions above) and place a new order for the desired product.
8. Orders Cancelled Before Dispatch
If you wish to cancel an order that has not yet been dispatched, please contact us immediately at order@purenode.com.au. If we are able to cancel the order before it is dispatched, a full refund will be issued to your original payment method within 3–5 business days.
If your order has already been dispatched, you will need to follow the returns process outlined in Section 6.
9. Refunds for Promotional or Discounted Orders
If a product purchased at a promotional or discounted price is returned, the refund will be for the amount actually paid — not the full retail price. If a discount code or promotional offer was applied to your order and you return part of the order, the discount may be recalculated based on the retained items.
10. Contact Us
For all returns, refund and warranty enquiries please contact:
Returns Team
Electro Oz Pty Ltd (trading as PureNode)
Email: order@purenode.com.au
Website: purenode.com.au
ABN: 62 667 840 217
Response time: Within 2 business days Monday to Friday AEST
11. Further Assistance
If you are not satisfied with how we have handled your return or refund request, you may contact:
- Consumer Affairs Victoria: www.consumer.vic.gov.au — 1300 558 181
- Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
- Victorian Civil and Administrative Tribunal (VCAT): www.vcat.vic.gov.au
This Refund & Returns Policy was prepared in accordance with the Australian Consumer Law under the Competition and Consumer Act 2010 (Cth) and the laws of Victoria, Australia.