Terms of sale

These terms, together with our shipping & delivery and returns & warranty pages, form the agreement between you and us for goods you order on this website. Where those pages set out how delivery, returns or warranty claims work, they apply as part of these terms.

We supply goods only. We do not install, and we take on no installation obligations for a website order. An installed system bought through a written quote is covered by a separate Customer Installation Contract, and that contract — not this page — governs it.

All prices are in Australian dollars and include GST. Delivery is calculated against your address at checkout and shown to you before you pay. The total shown at checkout is the total you pay — no handling, processing or administration charge is added afterwards.

We don't apply a card surcharge. The card price is the advertised price.

Payment is taken in full when you place your order, including for items on backorder. Your tax invoice is issued at that point.

On orders over $5,000 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.

When you place an order we email you a confirmation setting out what you've bought and the total you paid, including GST and delivery. Keep it — it is the record of your order and of the terms that applied on the day you placed it.

If anything in it doesn't match what you intended, tell us before dispatch and we will correct it, or cancel and refund in full.

Where stock is on backorder we tell you at checkout, before you pay, and you choose whether to have the order held until it's complete or shipped in parts. Split delivery costs you nothing extra.

Estimated transit times for your distance from the dispatching warehouse are published on our shipping & delivery page, and we tell you when your order is dispatched.

If your order hasn't arrived within the estimated window, and the delay isn't one of the circumstances listed below, you can cancel anything that hasn't been delivered and we refund it in full — including the delivery charge on it. There is no fee for cancelling on this basis, and you don't have to accept a later date.

The circumstances outside our control are:

• severe weather, flood, fire or other natural events;
• industrial action, or a carrier network failure;
• road closures or restricted access on the route;
• being unable to access your delivery address, or being given an address that turns out to be incorrect or unattended.

If one of these applies we will tell you promptly and give you a new expected date. If your order hasn't been dispatched yet you can still cancel and be refunded in full; if it's already in transit we'll work with the carrier to get it to you.

For most addresses and orders our system prices delivery at checkout. For some it can't — very remote destinations, unusually large consignments, or goods we haven't yet measured.

When that happens the checkout tells you no delivery options are available and asks you to get in touch, rather than guessing a figure or charging you one. From there we quote the freight to you in writing. Nothing is charged and nothing ships until you have accepted that quote, and there is no cost or obligation in asking.

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, the returns & warranty page applies.

Most stock ships directly from our suppliers' distribution centres and can move to dispatch quickly, so email us as soon as you can — we treat the time you first contacted us, by any channel, as the time of your request.

Occasionally an item turns out to be unavailable, or a price on this site is wrong. If that happens we tell you promptly and give you the choice: wait, swap it for something else, or cancel that line and be refunded in full.

We will not substitute a different product without asking you first, and we will not ask you to pay more than the price you were shown.

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights sit alongside any manufacturer's warranty, and nothing on this page reduces them. How to make a claim is set out on the returns & warranty page.

We supply equipment. Installation is carried out by licensed electricians — see installation. Solar and battery equipment must be installed by a suitably licensed and accredited installer.

Email sales@solarsuperstore.com.au with your order number and what's happened. We acknowledge every complaint within 2 business days and aim to resolve it within 21 business days. If we need longer we 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 process is not a precondition to exercising your legal rights. You can go straight to a regulator or tribunal at any time.

Email sales@solarsuperstore.com.au or use our contact page.