Australian Consumer Law

Nothing in these terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation.

Where a product has a major failure, is not of acceptable quality, is not fit for purpose, unsafe, or does not match its description, you may be entitled to a repair, replacement, or refund in accordance with the Australian Consumer Law.

The remainder of this policy applies only to circumstances outside your rights under the Australian Consumer Law.

No Change-of-Mind Returns

Solar Heroes does not accept returns, refunds, or exchanges for:

• change of mind;
• incorrect product, model, size, quantity, or specification selected by the customer;
• goods no longer required, including where a project, installation, or grid application does not proceed;
• delays, rescheduling, or site readiness issues caused by the customer, the customer’s installer, or any third party engaged by the customer;
• goods that have been opened, used, installed, energised, connected, tested, damaged, marked, labelled, or that are otherwise no longer in original unopened resaleable condition;
• individual items from kits, packages, or bundled products, which cannot be separated for return, credit, refund, or exchange;
• special-order, custom-sourced, indent, or non-stocked items;
• items discontinued or superseded by the manufacturer after purchase.

These exclusions apply except where a return is required under the Australian Consumer Law.

Faulty, Incorrect, or Not-as-Described Goods

If Solar Heroes has supplied the wrong item, or an item is faulty or not as described, you must contact us as soon as possible with your order details, photographs, and any other supporting evidence we reasonably require.

Where a claim is accepted, Solar Heroes will provide a remedy in accordance with the Australian Consumer Law, which may include repair, replacement, or refund, and will arrange or reimburse reasonable return freight.

Goods the subject of a claim must not be installed, modified, or energised beyond what is reasonably necessary to identify the fault. Warranty and return rights may be affected where goods have been installed, altered, or handled contrary to manufacturer instructions.

Delivery and Freight Conditions

By placing an order, you acknowledge and agree that:

• your nominated delivery address is accessible by a standard rigid truck equipped with a tailgate and pallet jack;
• if your location requires a HIAB or crane truck, 4WD vehicle, ferry service, hand unloading, or any other special delivery arrangement, you must contact Solar Heroes before placing your order, and additional freight charges may apply;
• solar panels are shipped on pallets and must be unloaded by you, or by someone at the delivery address, at the time of delivery, unless otherwise agreed in writing;
• you have the means to accept palletised delivery or have arranged collection from a suitable freight depot;
• remote and regional deliveries may take approximately 5 to 15 business days, and tracking updates may be limited once freight leaves the metropolitan depot;
• you are responsible for ensuring the delivery address is correct, complete, and suitable for delivery.

If our freight carriers do not service, or are unable to deliver to, your nominated address, you must provide a suitable alternative delivery address before placing your order.

If goods are dispatched and cannot be delivered, collected, or accepted due to an incorrect address, unsuitable access, failure to arrange unloading, refusal of delivery, failure to collect from depot, or any other circumstance outside Solar Heroes’ control, any refund may be reduced by the original freight cost, return freight cost, storage charges, restocking charges, merchant fees, and any other reasonable costs incurred, subject to the Australian Consumer Law.

Solar Heroes’ “Free Shipping Australia Wide” offers do not necessarily apply to remote, regional, restricted-access, or otherwise non-standard delivery locations and may be withdrawn or adjusted at Solar Heroes’ discretion.

Damaged Goods in Transit

Goods must be inspected at the time of delivery before signing.

If there is visible damage to the pallet, packaging, or goods, the damage must be clearly noted on the proof of delivery at the time of receipt.

Solar Heroes must be notified within 48 hours of delivery of any transit damage, with photographs and all relevant supporting details.

Claims for transit damage that are not noted on the proof of delivery or not reported within this timeframe may not be accepted by the freight carrier. This 48-hour window applies to freight carrier claims only — your rights under the Australian Consumer Law for faulty goods are not affected.

Installation and Suitability

Unless expressly stated otherwise in writing, Solar Heroes supplies equipment only.

Where installation has been explicitly purchased, it will be performed by Solar Heroes or a nominated installation partner in accordance with the scope set out in your quote or installation agreement.

Unless expressly included in writing, commissioning, electrical works, mounting, engineering, council approvals, permits, network applications, and grid connection are not included.

It is the customer’s responsibility to ensure that all products ordered are suitable, compatible, and appropriate for their intended application prior to purchase. If you are unsure, you should contact Solar Heroes before placing your order.

Order Cancellations

If you wish to cancel an order, you must contact Solar Heroes immediately.

If an order has not yet been dispatched, Solar Heroes may, at its sole discretion, agree to cancel the order. Any non-recoverable payment processing fees, merchant fees, administration costs, or special-order supplier charges may be deducted from any refund.

Once an order has been dispatched, it generally cannot be cancelled, except where required under the Australian Consumer Law or where Solar Heroes agrees otherwise in writing.

Retention of Title

Title to all goods supplied by Solar Heroes remains with Solar Heroes until full payment has been received in cleared funds.

Risk in the goods passes to the purchaser upon delivery.