Refunds and Cancellations

You can cancel a Powerpack purchase if:

• You bought the Powerpack within your current billing period or within 48 hours of purchase (whichever is shorter).
• The Powerpack hasn't already been used in a previous account review period.

You may also be able to cancel a Powerpack if:

• It's your first-ever Powerpack purchase and you're a new Powershop customer (you'll need to contact us within 7 days of purchase).
• You're leaving Powershop and have bought more Powerpacks than you needed.
• We've identified a meter reading issue that means you've paid for more power than you've actually used.

What happens after a purchase is cancelled?

The value of the cancelled Powerpack will be added back to your Powershop account as credit.

How can I cancel a Powerpack purchase?

Get in touch with us, either via live chat, email or give us a ring and we'll get you sorted.

Your Powershop account credit is intended to be used for future power purchases. Refunds aren't usually available, but we may be able to help in special circumstances, such as:

• You've accidentally paid twice or made a payment error.
• You're moving to another power company.
• You're experiencing serious financial hardship.
• You've received a lines company rebate or dividend.
• A significant metering error means you've paid more than you needed to.

How are refunds paid?

Refunds are usually returned to the original payment method you used. If that's no longer available, we'll work with you on an alternative option.

Who can request a refund?

Only the account holder can request a refund to a bank account.

How can I request a refund?

Get in touch with us, either via live chat, email or give us a ring.