Returns & warranty

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights.

If a product has a major problem, you choose the remedy: a refund, a replacement, or keeping the product and being compensated for the drop in value. A problem is major if the product is unsafe; is significantly different from its description; doesn't do what we said it would and can't easily be fixed in a reasonable time; or has a defect a reasonable person wouldn't have accepted had they known about it.

If the problem is minor, we will repair or replace it within a reasonable time. If we don't, you can then choose a refund or replacement. You may also be entitled to compensation for other reasonably foreseeable loss or damage.

These rights are not subject to a deadline. They apply for as long as a reasonable person would expect the product to last, given its price and description. For solar panels, inverters and batteries that is measured in years — a panel sold with a 25-year performance warranty carries a correspondingly long expectation of durability.

These rights apply regardless of:

• whether the product was on sale or discounted;
• whether the packaging has been opened;
• whether the product has been used or installed;
• whether it was a special-order or non-stocked item;
• whether you still have the original packaging;
• how long ago you bought it.

They are also in addition to any manufacturer's warranty. A manufacturer's warranty is a separate, extra promise. You can claim under the Australian Consumer Law with us instead of, or as well as, claiming under a manufacturer's warranty. We will never tell you the manufacturer is your only option, and we will not require you to exhaust a warranty claim first.

Email sales@solarsuperstore.com.au with your order number and, where possible, photographs.

• We pay the return freight. We arrange collection or send a prepaid label. You will never be asked to pay to return a product that isn't right.
• We refund the original delivery charge as well as the purchase price.
• No handling, restocking, administration or processing fee applies. Ever, on a faulty product.
• For palletised goods we arrange suitable collection — please speak to us before booking your own freight, so you aren't out of pocket.
• We assess the claim with you, on the evidence. If we disagree about whether a product has failed, we will give you our reasons in writing and the escalation options in section 7. We do not decide the question unilaterally.

Assessment does not delay your rights. If we need to inspect or test a product we will tell you how long that will take and keep you updated. Where a product is clearly unsafe, we act immediately.

Damage in transit. Please check your delivery on arrival where you reasonably can, and let us know promptly if anything is damaged — ideally within 7 days — so we can claim against the carrier. This is a request, not a condition of your rights. Telling us later does not reduce, limit or extinguish anything in section 1, and we will still deal with the claim.

These are our own terms, offered in addition to your legal rights. They do not apply to faulty products — section 2 does.

• Request within 30 days of delivery.
• The product must be unused and in resaleable condition, with its original packaging where you still have it.
• You arrange and pay the return freight. For palletised goods this can be $300–600 — ask us for an estimate before you commit and we will tell you the actual figure.
• A restocking fee applies, being the fee our supplier charges us to take the stock back, capped at 20% of the product price. We will tell you the exact amount in writing before you commit to the return, so you can decide with the real figure in front of you.
• Non-stocked and special-order items: we will tell you at the point of sale, before you pay, if an item cannot be returned for change of mind. If we didn't tell you, you can return it.
• Refunds go to the original payment method within 5 business days of us receiving the goods.
• The original delivery charge is not refunded on a change-of-mind return.

We will not change these terms after you order. The terms that apply are the ones published when you placed your order.

Before dispatch: contact us and we cancel and refund in full, with no fee.

After dispatch: we can't recall goods in transit. Once delivered, section 3 or section 2 applies.

If your order is simply late — not faulty, not unwanted, just not here — you can cancel anything undelivered and be refunded in full, including its delivery charge. See terms of sale.

Most stock ships directly from our suppliers' distribution centres and can move to dispatch quickly. Email sales@solarsuperstore.com.au as soon as you can if you need to stop an order urgently — and we will treat the time you first contacted us, by any channel, as the time of your request.

Panels, inverters and batteries carry manufacturer product and performance warranties. The applicable warranty documents are on each product page.

We will help you lodge a manufacturer warranty claim if you'd like us to. This is a service we offer, not a precondition — see section 1.

Consumer guarantees apply to goods costing under $100,000, whether you buy as a consumer or as a business — with one exception: goods acquired for re-supply (for example, an installer buying stock to on-sell or install into a third party's premises as part of their own supply) are not covered by the consumer guarantees.

If you're unsure which applies to your purchase, ask us and we will tell you plainly. We will not assume an order is a trade re-supply purchase in order to decline a claim. Where guarantees don't apply, we will still deal with you fairly under the sale contract and any manufacturer warranty. See also trade & wholesale.

Email sales@solarsuperstore.com.au

Include your order number, what's wrong, and photos if relevant. We acknowledge within 2 business days and aim to resolve within 21 business days. If we need longer we will tell you why and when.

If you're not satisfied with our response you can escalate — at no cost to you — to:

• your State or Territory Consumer Affairs / Fair Trading authority;
• the ACCC (accc.gov.au);
• a court or tribunal of competent jurisdiction, including your state's civil and administrative tribunal for small claims.

Using this policy is not a precondition to exercising your legal rights. You can go straight to a regulator or tribunal at any time.

We supply goods only. We do not install, and we accept no installation obligations for online orders. Installation must be carried out by a licensed electrician and, for grid-connected systems, a CEC-accredited installer, under AS/NZS 5033, AS/NZS 4777 and AS/NZS 5139 as applicable — see installation.

Damage caused by incorrect installation is not a product fault. But if a product was already faulty when supplied, your rights in section 1 are unaffected — and if it's unclear which applies, contact us and we'll work it out with you rather than refusing the claim.

Installed systems purchased through a quotation are covered by a separate Customer Installation Contract, not this policy.

Orders over $5,000 are confirmed with you before dispatch. We contact you to verify the delivery address and access, and to confirm in writing the exact products, quantities and specifications you have ordered. Nothing ships until that's agreed.

You can pay by card, or by bank transfer with a 1.5% discount applied to the order total, reflecting the card processing costs we avoid. We do not add a card surcharge — the card price is the advertised price.