Refund & Returns Policy

1. Overview

This Refund & Returns Policy applies to purchases made through the Site. It outlines how refunds, returns and repairs work for Products. It complements our Terms & Conditions and your rights under the Australian Consumer Law.

2. Consumer Guarantees

Under the Australian Consumer Law (ACL), you may be entitled to a repair, replacement or refund if the Product:

• has a major fault; or
• fails to meet a consumer guarantee (e.g., reasonable quality, fit for purpose).
  Nothing in this Policy limits your rights under the ACL. Digital Age Lawyers+1

3. Change of Mind Returns

• If you change your mind (and the Product is not faulty), you may request a return within [e.g. 14 days] of delivery, subject to our at-cost return shipping and handling charges.
• Products must be unused, in original packaging, and in resalable condition.
• Installation services, customised items or system-specific configurations may not be eligible for change-of-mind returns.

4. Faulty, Damaged or Defective Products

• If your Product arrives damaged or becomes faulty, you must notify us within [e.g. 7 days] of delivery (for damaged) or as soon as fault appears.
• We may request evidence (photos, description) and may require you to ship (at our cost) the item back to us or allow onsite inspection (for installation).
• We will assess and then either:
  • repair the Product;
  • replace the Product; or
  • refund the purchase price (including original shipping) if repair/replace is not possible.

5. Refunds

• Refunds will be processed via the original payment method (Stripe).
• Refunds may exclude any third-party fees or shipping costs paid by us (unless required by law).
• We will process refunds within [e.g. 30 days] of approval of the claim.

6. Installation/Service-Related Returns

• If you have purchased installation Services and cancel before scheduling, we may refund less any costs already incurred (e.g., permits, site inspection).
• If you cancel after installation has commenced or been completed, we reserve the right to decline cancellation or impose reasonable costs.

7. How to Request a Return or Refund

Please contact us at:
enquiries@sunenergyexperts.com.au
Provide your order number, description of issue, photos (if applicable).
We will respond within [e.g. 2 business days] to guide you on next steps.

8. Exclusions & Conditions

• Products that have been installed improperly, modified, mistreated or used contrary to instructions may not be eligible for return or refund.
• Shipping and handling costs for change-of-mind returns are borne by you unless we choose otherwise.
• We may refuse returns if the Product has been used, damaged by you, or if the return request is beyond the timeframe specified.

9. Contact Information

For any queries about this Policy, contact:
enquiries@sunenergyexperts.com.au