Refund policy

Returns, Refunds and Cancellations

This policy applies to products and installed solar and battery packages purchased from Solfuture Energy Pty Ltd.

Your Australian Consumer Law rights

Your statutory consumer guarantees apply in addition to this policy and any manufacturer warranty.

If a product has a major fault, you may choose a refund or replacement. For a minor fault, we will provide an appropriate remedy without charge within a reasonable time. Further remedies may apply if the issue is not resolved.

For a major service failure, you may be entitled to cancel the affected services and receive an appropriate refund, or retain the services with a price reduction. Compensation may also be available where required by law.

Cancelling before dispatch or installation

You may cancel for a full refund before equipment is dispatched and installation or other agreed work begins. Once dispatch or agreed work has begun, we will review your request against the work completed, your agreed order terms and your legal rights. We will explain any proposed deduction and its basis before resolving the request. No undisclosed cancellation or restocking fee will be imposed.

Any statutory cooling-off or cancellation rights remain unaffected.

Site suitability and rebate eligibility

Installed packages are subject to the installation scope, service area and eligibility conditions disclosed before purchase.

If a site assessment shows that we cannot supply your order on the agreed terms, we will explain the issue and any available alternatives. Additional costs, equipment changes or extra work require your agreement.

You do not have to accept a higher price or a different system. If you decline an alternative and your order has not been fulfilled, we will cancel it and refund the amount paid for the unfulfilled order.

Change-of-mind returns and exchanges

For unused, uninstalled products, you may request a return within 30 calendar days after delivery. Products must be complete, undamaged and in resaleable condition, with their original packaging and accessories.

For installed equipment, you may request a return within 14 calendar days after installation is completed. Equipment must be undamaged and unmodified. Normal use during this period does not itself prevent a return. We will assess its condition and arrange safe removal by qualified personnel.

To request a return, email sales@solfuture.com.au with your order number and relevant details within the applicable period. These deadlines apply to submitting your request, not completing collection. Please obtain return instructions before sending equipment back. Do not disconnect or remove installed equipment yourself.

For change-of-mind returns, you are responsible for reasonable actual return freight, collection, disconnection and removal costs, and any agreed site restoration work. Properly completed installation work is not refundable; any deduction for that work must be based on an itemised amount disclosed and agreed before purchase. We will explain the costs and estimated net refund in writing before you agree to proceed. We do not charge a percentage restocking fee or undisclosed administration fees.

Exchanges are available under the same time limits and condition requirements, subject to stock availability and system compatibility. Any price difference, transport costs and installation or removal costs will be disclosed and agreed before the exchange proceeds. If a suitable replacement is unavailable, an eligible return can proceed instead.

These change-of-mind conditions do not restrict your Australian Consumer Law rights. The time limits, packaging requirements and customer-paid return costs above do not apply to remedies for faulty, damaged or incorrectly supplied products. See Section 5.

Faults, damage and incorrect items

Contact us as soon as reasonably practicable if equipment arrives damaged, is incorrect or develops a fault. Include your order number or other reasonable proof of purchase, a description of the issue and photographs where available.

We will assess the issue and explain the next steps. Solfuture remains responsible for assisting you, even when a manufacturer participates in assessing a warranty claim.

Original packaging is not a condition of statutory remedies. For faulty equipment that is large, heavy or installed, we will arrange collection at our expense where required by law. Reasonable return costs for confirmed faulty goods will be reimbursed where applicable.

Do not disconnect, dismantle or transport an installed battery yourself. Contact us so any inspection, removal or transport can be arranged safely.

Refund processing

Where a return is required, we will inspect the equipment and confirm the refund outcome within 5 business days after receiving or collecting it. We will explain any proposed deductions in writing.

Once a refund is approved, we will process it within 5 business days using the original payment method, unless another method is agreed with you. For an approved cancellation where no return is required, this period starts when the cancellation and refund are approved.

We will notify you when the refund has been processed. Your bank or payment provider may take an additional 5–10 business days to credit the funds; the exact timing depends on the provider. If the refund has not appeared after that period, please contact sales@solfuture.com.au.

These processing timeframes do not limit your statutory rights or permit an unreasonable delay in providing a remedy.

Solfuture Energy Pty Ltd
ABN: 37 693 151 352
Email: sales@solfuture.com.au
Phone: 0469 368 564
Website: https://shop.solfuture.com.au

Refund policy

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