Please email firstname.lastname@example.org to acquire a Return Authorisation Number, prior to returning goods with serial number of each item. We require a completed copt of our “Return Authorisation Form/Return Policy”. Goods will not be accepted for refund without this form. Receipt of goods does not automatically mean approval without Authorisation Form being approved by Solar Stock. Solar stock reserves the right to refuse any return or refund at their discretion.
Solar Stock will inspect item and notify on the status of the refund/exchange.
A 15% restocking fee will apply to all returns. Customer responsible for shipping costs for returning goods and exchange.
Please provide your original receipt (or other proof of purchase), Products not returned due to fault, if approved, need to be complete with original packaging, free from damage or scratches and returned to our warehouse at your own cost. Refund issued as per original method of payment or credit placed on customers account.
Some products come with a manufacturer’s warranty (e.g. 1, 3or 7 years etc). If your product is covered by a manufacturer’s warranty, you will find all the details you need within the information plate on the back of your product or documentation that came with your product purchased.
If during the period of the warranty, one of our high quality products should fail to be of an acceptable quality, please do not hesitate to contact the manufacturer’s helpline or email email@example.com for assistance. Please note that any manufacturer’s warranties are additional to your rights under the Australian Consumer Law.
The Australian Consumer Law
The Australian Consumer Law (brought into effect 1st January 2011) gives consumers a comprehensive set of rights for any goods or services purchased. These are called Consumer Guarantees, which means goods must be of acceptable quality and fit for the purpose they were designed for. Goods of acceptable quality will be:
– Fit for all the purposes for which goods of that kind are commonly supplied;
– Acceptable in appearance and finish;
– Free from defects;
– Safe and durable.
If goods or services fail to meet a guarantee, the consumer is entitled to a remedy in an attempt to right the fault (providing the goods were not used in an ‘abnormal manner’). Should your goods fail to be of an acceptable quality due to a major failure you are entitled to a refund or replacement. A major failure is defined as:
– The goods are significantly different from the description, sample or demonstration model shown to the customer;
– The goods are substantially unfit for their normal purpose and cannot easily be made fit, within a reasonable time;
– A reasonable customer would not have bought the goods had they known there was a fault/defect; or
– The goods are unsafe.
If the failure is not major, you are also entitled to a repair or replacement within a reasonable timeframe or a refund if a repair or replacement is not feasible.
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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
What do I do if my product is faulty?
At Solar Stock, we never want a faulty product, but unfortunately this happens from time to time. Many of our products come with a manufacturer’s warranty. If you do experience a fault or defect with your product, Solar Stock recommends that If you experience a fault or defect with a product that has a manufacturer’s warranty, you can contact the manufacturer’s helpline for assistance. Alternatively you can contact firstname.lastname@example.org 1300 001 401 for assistance.
What is ‘acceptable proof of purchase’?
The best proof of purchase is a receipt. Solar Stock strongly advises you to make a copy of your receipt and keep it, and the original, in a safe place.
Which goods are covered?
Goods purchased after 1st January 2011 are covered by The Australian Consumer Law. Any goods purchased prior to this are covered by the implied warranties and conditions in state and territory fair trading laws and the Trade Practices Act 1974.
Contacting Solar Stock’s Customer Service Department
If at any time you feel your rights are being breached or your claim is being handled unsatisfactorily you may escalate your complaint further by phoning the Solar Stock Customer Service Department on 1300 001 401 or via the Customer Service Contact Form.