Returns and Cancellations Policy 2023
We make every effort to ensure that your purchase suits your intended and stated purpose and that it arrives in good order, in a reasonable amount of time.
If for any reason you are not happy, we ask that you immediately email or call us to discuss the issue.
1. Goods that may be returned
Goods found to be damaged, faulty, or not fit for the purpose sold, may be returned within an expiry period of 30 days. After 30 days, we are not obliged to accept any return or exchange.
To be eligible for a return, the items must be unused and in the same condition that you received them, and returned in the original packaging, together with a copy of the original receipt or proof of purchase.
Goods specifically ordered in or obtained for you or made for you, cannot be returned.
Goods that have been modified by you in any way cannot be returned.
Cancellations of projects ordered will incur a cancellation fee to cover administration costs. These costs may cover design work costs specific to the project, transportation, time on site, inward freight, return freight, restocking costs, and delivery costs. Equipment specifically made or ordered for the project will be charged for, whether delivered or not. A 15% cancellation fee may be charged for all canceled projects after the 10-day cooling-off period.
We gladly exchange items that are found to be unsuitable, the wrong size, defective or damaged. Please advise us by email immediately, explaining the problem, to email@example.com or firstname.lastname@example.org. We do our best to provide a fast resolution however sometimes contacting the supplier may be necessary, and this can take time.
3. Sale items
Sale items cannot be returned. Only regular-priced items may be returned.
Refunds will only be issued, at our option, for products that have been supplied and then found to be unfit for the described purpose, or arrive damaged. In most cases, a replacement of the missing or damaged parts will be sourced for you. Any damage caused by freight must be advised to the delivery driver at the time of delivery, otherwise, a damage claim cannot be processed with the freight company.
If you simply change your mind, you may return goods in their original condition within 30 days for a store credit, subject to the conditions in (1) above. All returned goods must be in their original packaging, and suitable for resale.
A 25% restocking fee applies to all returns. Any damage to goods and packaging will be assessed in addition to the restocking fee.
Refunds are processed and paid within 30 days of the end of the month.
You are wholly responsible for returning any items, in good condition, to:
Solazone Victoria, 68 Highbury Road, Burwood, Vic, 3125
Solazone Queensland, 5/6 Beech Street, Marcoola, Qld., 4564
We can’t guarantee that we will receive your returned item.
Return shipping costs are non-refundable.
If you are shipping an item worth over $75, consider using a trackable shipping service, or purchasing shipping insurance.
If you are applying for a refund, return shipping costs are not paid, and a processing fee of 15% of the total invoice amount will be deducted from your refund.
Solar Power System Installations – Contract variations and refunds
Once the client has signed the Solar Power System contract, any variations to the original design must be documented, agreed to, and signed off by both the customer and Solazone prior to the installation proceeding.
Solazone may agree to the cancellation of the contract with a full refund of the deposit to the customer upon request when:
(a) the final system design provided is significantly different to that quoted at the point of contract, and is not signed off by the consumer;
(b) the site-specific full system design and performance estimate is provided as a deliverable of the contract and: (i) this information is not provided before the expiry of any cooling-off period; and (ii) the consumer does not consent to this information upon receiving it;
(c) the estimated delivery time frame for installation completion that was agreed upon at the point of the contract is not honoured for reasons reasonably within Solazone’s control, and the consumer does not consent to a revised time frame;
(d) Solazone acting on behalf of the consumer to obtain grid connection approval does not do so prior to installation, and the consumer does not receive approval from the distributor to connect a system; and
(e) if extra chargeable work arises, which was not specified in the initial contract, and the additional costs are not borne by Solazone and the consumer does not consent to pay these additional costs.