Refund and Returns Policy

Warranty, Refund and Return Policy for customers (Warranty Policy)

In this policy, “you” or “your” refers to a Customer, and “us”, “our”, or “we” refer to Knc Assist and our suppliers. Where there are exceptions to Knc Assist’s Warranty Policy (including because Supplier specific warranty, refund, and returns policies are different to this policy), this is noted in this Warranty Policy.

Warranty for products sold by Knc Assist and Tyten Energy

  1. All products sold by the Knc Assist or Tyten Energy come with guarantees that cannot be excluded under the Australian Consumer Law. Our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
  2. Products sold by 3rd Parties websites and businesses are NOT covered by Knc Assist or Tyten energy please read there individual policies before you purchase from them I provide access to what I believe to the best of my knowledge
  • In addition to a customer’s rights under the Australian Consumer Law, Knc Assist offers a 12-month warranty on products sold through the Knc Assist and Tyten Energy which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
  1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
  • in relation to accessories or bonus gifts (as noted as such in a product listing); or
  • if the fault or damage is due to:
  1. Normal wear and tear.
    1. Damage arising from improper assembly or modification of the product.
    1. damage arising from abnormal use or abuse of the product.
    1. damage, wear, and tear because of improper or lack of maintenance and/or care of the product (e.g., of fabric, leather or timber); or
    1. damage to external product packaging only.
  • We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
  1. send missing parts (if applicable);
    1. suggest a method of self-repair (if applicable).
    1. replace the product (subject to availability);
    1. offer an alternative product; or
    1. offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts only

Change of mind or damaged packaging IS NOT A WARRANTY CLAIM see below

  • Warranty claims should be sent to us via the Knc Assist website- “My Account”- Email link
  • The following must be included in the email: Subject Warranty Claim
  1. order number.
    1. the quantity of each product and/or part missing, faulty or damaged; and
    1. an image or video (of acceptable quality) of the product that clearly shows:
  1. the fault or damage (if applicable).
    1. what part is missing (if applicable).
    1. the product in the original packaging (if applicable); and/or
    1. the product’s instruction manual with the fault or damage and/or missing part indicated, for example, by circling the area damaged or from which a part is missing (if applicable).
  • All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage. As a fraud prevention method, One (1) image must contain a copy of your photo id that matches the payment method and a printed copy of the paid-in-full receipt sent to your email when you purchased the product with the product.

In addition to the above required information in (sections 5, 6), please include a brief written explanation of the fault or damage and what you are requesting to be done to remedy the issue, i.e. refund, credit or replacement of parts/product.

  • A customer should only dispose of product/s or items after a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to Australian Consumer Law, to not provide a credit, replacement or refund in cases where the customer disposes of goods before a warranty claim has been finalised and you, the customer, have been advised in writing of the outcome.
  • Please note that You MUST only return the product or items to us or suppliers if instructed to do so in writing. If we need the product or item returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or the return label has not been provided beforehand.
  • For missing parts, once we have received the necessary details and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed that the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to (14) fourteen working days or more. And please note that we have no control over the time it takes to be delivered by post courier or freight providers. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under Australian Consumer Law.
  1. Any delivery delay should be reported by you to us within 30 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to (5) five working days. If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with Australian Consumer Laws.

Due to ongoing COVID and other medical restrictions in place in different states and countries, and unforeseen occurrences of natural disasters or industrial and civil action from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Refund, return and replacement procedure for damaged/faulty goods or missing parts

  1. If you, the customer, is entitled to a refund, we will advise if the product needs to be returned by the customer. Refunds will only be issued to the original payment method. We cannot issue refunds to an account or credit card that is different from the one used to place the relevant order.
  1. If a customer is entitled to a replacement or spare part, we will advise if the product needs to be returned by the customer. If a customer is entitled to a replacement product or spare part, but:
  1. There is an address discrepancy with the order (which is due to the customer’s error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or
  • an incorrect product is returned to either Knc Assist’s or the Supplier’s warehouse; Neither Knc Assist nor the Supplier will be responsible for these products or have any obligation to return these to the customer.

Change of mind refund and damaged packaging requests

  1. We do not accept change of mind refund requests for:
  1. health and safety products.
  2. bulk purchases (including by pallet or pick up); or
  3. products that have been opened (i.e. are not unopened in their original packaging).
  1. Otherwise, we only consider a change of mind refund request if this is made within 7 days after the item is delivered to the customer’s address. You must notify us of a change of mind refund request within these 7 days. If this does not occur, the change of mind refund request could be rejected.
  1. Some Suppliers’ products are subject to a different change of mind policy to that contained in this Warranty Policy. Currently supplier product SKU’s starting with V28, V40, V63 and V77 have a different policy. However, others may have different policies from time to time and you must, therefore, refer to a products listing to confirm the applicable change of mind refund policy.
  1. All items returned to Knc Assist, Tyten Energy or a Supplier because of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.

Change of mind request procedure

  1. You must consult with us First about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
  1. Please send a message via KncAssist or TytenEnergy websites you bought from – “My Account” Email link” with the required pictures or video (of an acceptable quality not thumbnails) that shows the condition of the received product and an explanation about why you would like to return the product, and if the item is eligible for a refund.
  1. Returns due to a change of mind packaging issue are done at the customer’s arrangement.
  • If a change of mind request is accepted, and:
  1. You have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 15% of the item price and the shipping fee, or
    1. you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 15% of the item price and the shipping fee and you will pay the shipping fee to return the product; and/or
    1. the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 15% of the item price and the shipping fee. A refund for RTS will be provided after receiving the item at our/supplier warehouse facility.

Product recalls

  • In the event of a product recall, we will advise you of the relevant procedure.

Last updated: 01 May 2024


TYTEN ENERGY Website Terms and Conditions

Parties: You will be referred to throughout these Terms and Conditions as (“you” or “your”). TYTEN ENERGY – ABN 51 572 621 573 will be referred to throughout as TYTEN ENERGY or (“we” or “our”).

Overview: The Terms and Conditions of TYTEN ENERGY’s website include these Terms and Conditions, the Privacy Policy and any other terms and conditions that appear in or are linked to TYTEN ENERGY’s website (Additional Terms and Conditions).

The Additional Terms and Conditions that appear on TYTEN ENERGY’s website will govern your use of and access to specific sections of the TYTEN ENERGY website where they appear. Since these Additional Terms and Conditions form part of the Terms of Use, you are bound by them and should review them wherever they are relevant to you when using the TYTEN ENERGY website.

You are not permitted to use this website unless you have read these Terms and Conditions and agree that they govern your right to use TYTEN ENERGY’s website. Your use of this website evidences your agreement to be governed by these Terms and Conditions. You are responsible for ensuring that any of your employees or other agents are made aware of these Terms and Conditions.

Website content and access: While TYTEN ENERGY endeavours to take reasonable care in preparing and maintaining the information on this website, we do not warrant the accuracy, reliability, adequacy or completeness of any website content. You acknowledge and accept that the website content may include technical inaccuracies and typographical errors. The website content is subject to change at any time without notice and may not necessarily be up to date or accurate at the time you view it. Please check the linked site for the most updated information.

You are responsible for enquiring with us directly and the original content provider/source to ensure the accuracy and currency of the material or information you seek to rely upon.

TYTEN ENERGY does not guarantee that access to the TYTEN ENERGY website will be uninterrupted or that the website is free from viruses or anything else which may damage any computer which accesses the TYTEN ENERGY website or any data on such a computer.

Express disclaimers: To the fullest extent permitted by law, including the Competition and Consumer Act 2010 (Cth), TYTEN ENERGY does not make any warranty as to the accuracy, suitability, reliability or completeness of the information or content on this website. Nothing on this website shall be construed as providing the user with advice.

Limitation of liability: To the fullest extent permitted by law, TYTEN ENERGY excludes all liability for any loss or damage arising directly or indirectly from or in any way connected to your use of or reliance on this website and its content. This includes loss which is special, indirect, consequential or loss of business profits. TYTEN ENERGY complies with the Australian Consumer Law and provides all the Consumer Guarantees contained in the Competition and Consumer Act 2010 (Cth) to the extent they are applicable. Where TYTEN ENERGY breaches a warranty or guarantee which is implied by law into these Terms and Conditions and which cannot be lawfully excluded, then TYTEN ENERGY relies on Section 64A of the Competition and Consumer Act 2010 (Cth). Accordingly, TYTEN ENERGY’s liability for any such breach shall be limited at our option, as long as it is fair and reasonable to do so, to any one or more of the following:  

(i) Where there is a supply of goods, to the replacement or resupply of equivalent goods, or payment of the cost of replacing the goods or acquiring equivalent goods. 

(ii) Where there is a supply of services, to resupplying the services or payment of the cost of resupplying the services.

Links to other websites: Our website may contain links to other websites. This does not necessarily imply sponsorship, endorsement, or any arrangement whatsoever between TYTEN ENERGY and the owners of the linked websites. TYTEN ENERGY takes no responsibility for any of the content found on the linked websites. TYTEN ENERGY website may contain information provided by third parties. TYTEN ENERGY accepts no responsibility whatsoever for information or advice provided to you directly by third parties. 

Intellectual property: All content displayed on this website, including but not limited to information, photographs, graphic materials, and artwork, is the property of or licenced to TYTEN ENERGY/ Kevin Neil Cook and is not transferred to any other entity or person. Website content may be displayed and downloaded for any legitimate business or personal purpose provided that any copyright notice is not removed. You agree not to reproduce, disseminate, sell, publish, broadcast, or circulate any content to any third party without the express prior written consent of TYTEN ENERGY. TYTEN ENERGY expressly reserves all copyright in its website and all website content.      

Exclusion of competitors: If a principal part of your business is the retail sale or use or supply of Personal support and assistance, Disability and aged care, assistive technology, and general sale of products, then you are a competitor of TYTEN ENERGY. TYTEN ENERGY expressly excludes and does not permit competitors to use website content or obtain such content through a third party. TYTEN ENERGY holds any competitor who breaches these Terms and Conditions fully responsible for any loss that we might sustain and further holds the competitor accountable for all profits made from the breach of these Terms and Conditions. TYTEN ENERGY reserves the right to exclude any person from using our website. 

Submissions: Any material uploaded to this website or sent to TYTEN ENERGY via this website will be considered by us to be non-proprietary unless you indicate otherwise. This includes any data, questions, comments, suggestions, ideas or other information. Subject to our Privacy Policy, TYTEN ENERGY may use such material for any purpose without compensation or notice. Any material uploaded to this website must not be malicious, offensive or considered to be spam or solely promotional in nature. TYTEN ENERGY reserves the right to remove any uploaded material without notice.     

Privacy: Please read in conjunction with our Privacy Policy. TYTEN ENERGY is committed to safeguarding your privacy. All customer data is secured against unauthorised use or access. TYTEN ENERGY does not sell or deal in personal or customer information. TYTEN ENERGY may, however, use your information in a general sense to create marketing statistics, identify user demands and assist us in meeting customer needs generally.

Personal information: TYTEN ENERGY is committed to the transparent and open management of personal information. Any personal information TYTEN ENERGY collects will be kept and treated as confidential. The information we collect can include information capable of identifying you, such as your name, address, telephone number, email address, payment details, social media details, occupation and details regarding conversations we have had with you. Personal information will only be used for the purposes outlined in our Privacy Policy. If you are given access to TYTEN ENERGY’s confidential information, you may not disclose it to any third party without our written consent.

Disclosure of information: TYTEN ENERGY may disclose information in good faith and where TYTEN ENERGY is required to do so:

(i) by law or by any court; 

(ii) to enforce the terms of any of our customer agreements; 

(iii) to protect the rights, property or safety of TYTEN ENERGY and its owner, its customers or third parties; or

(iv) to banks or financial institutions to prevent fraud and as proof of any transaction.

Interference: You must not add, remove, change, hack or otherwise interfere with this website or any content on this website.

Termination: If, in TYTEN ENERGY’s reasonable opinion, you breach these Terms and Conditions, then TYTEN ENERGY may suspend or terminate your access to this website without notice or liability.

Whole agreement: These Terms and Conditions, our Privacy Policy and any Additional Terms and Conditions represent the entire agreement between you and TYTEN ENERGY concerning your use and access to TYTEN ENERGY’s website. No other term is to be included in this agreement except where it is required by any state or federal legislation of Australia. All other times are hereby expressly excluded.  

Exclusion of unenforceable terms and conditions: Where any of these terms or conditions would be illegal, void, or unenforceable in a particular state or territory, then that term or condition shall be deemed never to have been included in these Terms and Conditions in that state or territory. The excision of any term or condition pursuant to this paragraph shall not affect or modify the full enforceability and construction of the other terms and conditions. 

Jurisdiction: These Terms and Conditions are subject to Australia’s state and federal laws. You submit to the exclusive jurisdiction of the courts of Australia and any relevant Australian state or territory. This applies regardless of your location when accessing the website or website content.  

Payment: If the payment method for your TYTEN ENERGY account is by credit or debit card and payment is not received by TYTEN ENERGY from the card issuer or its agents, you agree to pay all amounts due upon demand by TYTEN ENERGY. All products and services remain owned by TYTEN ENERGY or their supplier until fully paid for.

Cancellation and account enquiries: Any requests for cancellation or account enquiries should be sent to [email protected]]. Any request to cancel will be in accordance with Competition and Consumer Act 2010 (Cth).

Amendment of terms: These Terms and Conditions were last amended on 03 May 2024;

TYTEN ENERGY reserves the right to amend these Terms and Conditions without notice at any time. Such amendments take effect from the date of publication of the amended Terms and Conditions on this website. Regularly review these Terms and Conditions to ensure your understanding is current.