Shipping & Returns Policy
- Postage and Handling Responsibility
Superior Solar’s responsibilities
A) All orders have the option to have a postage and/or carrier cost treated as a “request for a quote” until the cost and method of carriage is confirmed with the customer.
B) All goods will be packed with appropriate care to the fragility of the order to sustain reasonable handling.
C) All goods will be despatched in accordance with the guidelines of the nominated carrier.
The Customer’s responsibilities
A) The Customer is responsible for the order immediately after the goods are handed to the nominated carrier by Superior Solar.
B) It is the Customer’s responsibility to inspect the order on delivery, or arrange to have the order inspected if delivered to the Customer’s Agent.
C) When required, the Customer or his/her Agent should sign for, and record in writing whether the order has or has not been inspected.
D) Should damage to the order be suspected by damage to the condition of the packaging on delivery, it is advisable to make a photographic record of the package as received, and the goods contained therein on inspection.
E) Unless the Customer specifically instructs Superior Solar to the contrary, transit insurance will be arranged for all orders exceeding 5kg.
Please Note: Failure to make and keep detailed records may compromise a potential insurance or warranty claim.
Orders will be despatched via Air or Sea Freight, governed by the regulations and requirements of the port of destination, and customer preference. Express Post is also available as an International carrier.
Within Australia :
1. Pre-paid AustPost Satchel for orders to 5kg.
2. AustPost Parcel Service for orders of allowable dimensions from 5 to 20kg.
3. Express Post for domestic delivery is available upon request.
4. Excluding batteries, some solar panels, toilets and refrigerators, orders over 20kg will be forwarded as freight, via Star Track Express Pty Ltd.
Should there be a variation in cost to the Customer preferred option Superior Solar will advise prior to despatch.
Unless the Customer specifically instructs Superior Solar to the contrary, transit insurance will be arranged for all orders exceeding 5kg.
Superior Solar warranty runs three (3) months from the date of purchase.
The Customer is required to advise Superior Solar of the intended claim, for authorisation by Superior Solar of the return of the product.
All warranty claims must be accompanied by the Sales Invoice.
Superior Solar does not accept liability for consequential loss.
Superior Solar warranty is subject to satisfaction that the defect was caused by defective workmanship or materials, was not caused by or substantially contributed to, by any factors beyond our control, including (but not limited to) defective installation, lack of maintenance or repair, alterations or modifications to the product or excessive use.
4. Statutory Warranties
A statutory warranty, if applicable to the purchased goods, will be honoured by Superior Solar in addition to the warranties set out herein. Should a conflict of warranties arise, the terms of the statutory warranty will be applied.
5. Return and Exchange
Although not obligated to do so, Superior Solar will acknowledge that circumstances may have changed, preventing completion of a purchase.
If this is the case consideration may be given to a refund or exchange of goods.
For a refund or exchange of goods to proceed, Superior Solar must be notified, and the goods be returned, within seven (7) days from the date of delivery.
Freight costs incurred are not refundable.
Goods must be returned to Superior Solar at the Customer’s risk and expense, unmarked in original condition, complete with Sales Invoice, packaging, accessories and all other documentation.
Note: Item 5 does not apply to books, batteries, generators, pumps, refrigerators, specific goods obtained, at the customer’s request, from a supplier by Superior Solar to meet the order, or any purchase exceeding $2,000.00.
6. Lost or Damaged Goods
All claims for lost goods must be lodged with Superior Solar within fourteen (14) days from the date of consignment/dispatch.
All claims for damaged goods must be lodged with Superior Solar within one (1) day from the date of delivery.
7. Unavailable Products
7.1 In the event that Superior Solar is unable to despatch the Customer’s order within two (2) business days, Superior Solar shall contact the Customer to inform of the delay and discuss options. Superior Solar will refund any payments received for such orders if the Customer does not wish to proceed at that point.
7.2 Superior Solar reserves the right, should a product be unavailable for whatever reason, not to be bound by the order. Payments received for such products will be refunded in full.
8. Australian Retail Orders
Orders exceeding $500.00 will be delivered free of charge. However, fridges, toilets, batteries and large solar panels & solar frames, as well as certain destinations are excluded from this offer.
NOTE: Failure to make and keep detailed records may compromise a potential insurance or warranty claim.
9. Delivery Time frame
All orders are processed and shipped within two (2) business days. Delivery times vary depending on the Customer’s location and the chosen delivery method.
In the event that Superior Solar is unable to dispatch an order within three business days Item 7 applies.
Superior Solar does not accept responsibility for delays after an order has been dispatched.