Shipping & Returns

We currently ship within New Zealand only. We do not ship internationally at this time. If you are based in the South Pacific or Australia and are interested in becoming a reseller or trade partner, please get in touch with us directly.

Orders are processed Monday to Friday, excluding New Zealand public holidays. In-stock items are typically dispatched within 1–2 business days of payment being received.

Custom or made-to-order products (including Energy Hub cabinets) have longer lead times. Estimated lead times will be confirmed at the time of order. We'll keep you updated if there are any delays.

Delivery timeframes are estimates only and are not guaranteed. Delays may occur due to freight carrier capacity, weather events, or rural routing. Sogen Energy Ltd is not liable for delays caused by third-party carriers.

Our battery systems and Energy Hub cabinets are heavy freight items shipped via pallet or oversized courier. Delivery is to kerbside or building entrance by default — the driver is not obligated to bring goods inside or upstairs. Please ensure someone is available to receive the delivery.

If you have specific delivery requirements (e.g. tailgate truck, forklift access needed), please contact us before placing your order so we can arrange accordingly.

You will receive a shipping confirmation email with tracking details once your order has been dispatched. If you haven't received tracking information within 3 business days of your order being confirmed, please contact us at info@sogenenergy.co.nz.

If a delivery attempt is unsuccessful and the item is returned to us, re-delivery charges will apply. Please ensure your delivery address and contact details are correct at the time of ordering.

We accept returns within 14 days of the delivery date, subject to the conditions below. After 14 days, faulty or defective products are handled under our Warranty Policy.

If you've changed your mind, we'll accept a return provided:

• The item is unused, in its original condition, and in original packaging
• The return is requested within 14 days of delivery
• You contact us at info@sogenenergy.co.nz before sending anything back

Return shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked courier service — Sogen Energy Ltd is not responsible for items lost or damaged in transit back to us.

Once we receive and inspect the item, a refund will be issued to your original payment method within 5–7 business days, less any original shipping costs.

If your item arrives damaged or develops a fault, please contact us as soon as possible at info@sogenenergy.co.nz with:

• Your order number
• A description of the fault or damage
• Photos or video clearly showing the issue

For confirmed faulty or damaged items, we will cover return shipping costs and offer a replacement, repair, or full refund at our discretion. This is in addition to your rights under the New Zealand Consumer Guarantees Act 1993.

The following items cannot be returned unless faulty:

• Custom or made-to-order products (including Energy Hub cabinets configured to your specifications)
• Items that have been installed, modified, or used
• Items returned without prior authorisation
• Products with missing, damaged, or altered serial numbers or labels

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet a consumer guarantee, you are entitled to a remedy from us regardless of our standard returns window.

For all shipping and returns enquiries, please contact us before sending any items back.