Returns and refunds

Last updated 5 November 2026

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In practice: if any item in your kit is faulty, does not do what we said it does, or arrives damaged, email us with your order number and a photo. For a major failure you choose a refund or replacement of the item (or the kit, if the kit as a whole is affected). For a minor fault we will repair or replace the item within a reasonable time, or refund it if we cannot. We pay return postage for faulty goods. Nothing on this page limits these rights, and no "no refunds" sign applies to them.

Change of mind

On top of the guarantees above, you may return an unopened kit for any reason within 30 days of delivery for a full refund of the purchase price. "Unopened" means every item is still sealed in its original packaging (opening the shipping parcel itself does not count). Returns go to our Australian returns address, never overseas. Return postage for change of mind is yours; we will email you a label and deduct the cost ($14.95 for Essentials and Household, $24.95 for Grid Down Home) from the refund if you prefer. Opened kits can still be returned for change of mind within 30 days if everything is present and unused; we may deduct up to 20% for repacking and re-testing power banks.

How to start a return

  1. Email hello@darkdayready.com with your order number and the reason. We answer within two business days.
  2. We send a return label or, for a faulty single item, a replacement straight away with a prepaid bag for the old one.
  3. Refunds go back to the original card through Stripe within five business days of the goods reaching us (change of mind) or immediately on your photo of the fault (faulty goods). Banks can take a further 3 to 10 days to show it.

Damaged in transit

Email a photo of the parcel and the damage within 7 days of delivery. We replace the damaged item or kit at our cost; you do not need to argue with the courier.

Lithium batteries

A power bank, radio, headlamp, lantern or tablet that will not hold charge within 12 months of purchase is a fault, not wear, and is covered. Do not post a swollen or damaged battery; tell us and we will arrange collection.

Offline Library

The Household kit's Offline Library is a setup guide, emailed with your order, for free content you download yourself. If the guide does not arrive, or you follow it and cannot get the library working, email us: we resend the guide, help you through it, and point you to a working download for any file on the list that has moved or been withdrawn. If we still cannot get it working for you, the guarantees above apply. For the Grid Down Home tablet, when that kit becomes available, a tablet that will not open the library is a fault and we replace or refund it.

Cancelling before dispatch

Reply to your order confirmation or email us. If the kit has not left, we cancel and refund in full the same day.