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Shipping & Returns

1. Preamble

This is the Shipping & Returns policy of Sunergy Solar Pty Ltd (hereafter called “Sunergy”)

2. Free Shipping

Unless otherwise stated on the product, the terms and conditions for free shipping are:

A) Applies within Australia only.  Overseas orders are not eligible for free shipping.

B) Free shipping within Australia is available to capital cities and major regional centres only.

C) For areas other than described in (B) above, free shipping may be available to smaller towns provided our transport company(s) have a depot or an agent.

D) If you live outside the areas described in (B) and C) above, we will ship the goods to the closest town where our transport company(s) have a depot or agent.  In this event, you will need to arrange on forwarding of the goods from this place.

E) Free shipping does not include delivery with tail gate trucks.  If you require a tail gate, an additional charge of $150 inc GST will be levied.  Note that not all depots have tail gate capability and not all goods can be lowered with a tail gate (e.g. very heavy goods).  

F) Unless otherwise stated, free shipping is not available for solar panels, batteries, framing systems, wind turbines and towers, hot water systems, solar pumps or generators

G) Other than products in (F) above and areas excluded in (A) and (B) above and condition (E), free shipping is available for orders over $2500 in value

H) Shipping to post offices is generally not allowed as we cannot get proof of delivery

3. Postage and Handling Responsibility

Sunergy'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 Sunergy.

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 Sunergy to the contrary, transit insurance will not be arranged.  Note that transit insurance is an additional cost item.

Please Note: Failure to make and keep detailed records may compromise a potential insurance or warranty claim.


4. Carriers

International :

Orders will be despatched via Air or Sea Freight but only using methods which include track and trace capability.  Further, shipping is governed by the regulations and requirements of the port of destination, and customer preference.  Express Post and Fedex is also available for International shipments.

Within Australia :

A) Pre-paid AustPost Satchel for orders to 5kg.
B) AustPost Parcel Service for orders of allowable dimensions from 5 to 20kg.
C) Express Post for domestic delivery is available upon request.
D) Excluding batteries and solar panels, orders over 20kg will be forwarded as freight, via the carrier nominated by Sunergy.

Should there be a variation in cost to the Customer preferred option Sunergy will advise prior to despatch.


5. Warranties

Sunergy’s warranty varies by product and is of the same duration and subject to the same terms and conditions as the manufacturer warranty. Note that this varies from product to product and manufacturer to manufacturer.

The Customer is required to advise Sunergy of the intended claim, for authorisation by Sunergy of the return of the product.

All warranty claims must be accompanied by the Sales Invoice.

Sunergy does not accept liability for consequential loss.

Sunergy 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.

The benefits of this warranty are in addition to any rights and remedies imposed by Australian State and Commonwealth legislation that cannot be excluded. Nothing in this warranty is to be interpreted as excluding, restricting or modifying any State or Commonwealth legislation applicable to the supply of goods and services which cannot be excluded, restricted or modified.

6. Statutory Warranties

The following applies if you are a "consumer" within the meaning of the Australian Consumer Law:

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.


7. Return and Exchange

Although not obligated to do so, Sunergy 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.  A restocking fee of up to 20% may be charged to recover frieght costs. 

For a refund or exchange of goods to proceed, Sunergy must be notified.  Sunergy will advise the adress the goods are to be returned to.  The goods must then be returned, unused and in their original packaging, within fourteen (14) days from the date of delivery.  If the buyer does not follow Sunergy's instructions then additional charges may be applied.

Freight costs incurred are not refundable.

Goods must be returned to Sunergy at the Customer's risk and expense, unmarked in original condition, complete with Sales Invoice, packaging, accessories and all other documentation.

The right to refund or exchange does not apply to custom goods, batteries, generators, pumps, or specific goods obtained, at the customer's request. It also does not apply to orders exceeding $2,000 ex GST.

8. Lost or Damaged Goods

All claims for lost goods must be lodged with Sunergy within fourteen (14) days from the date of consignment/despatch.

All claims for damaged goods must be lodged with Sunergy within one (1) day from the date of delivery.

NOTE: Failure to make and keep detailed records (including photographs) may compromise a potential insurance or warranty claim.

9. Unavailable Products

A) In the event that Sunergy is unable to despatch the Customer's order within five (5) business days, Sunergy shall contact the Customer to inform of the delay and discuss options. Sunergy will refund any payments received for such orders if the Customer does not wish to proceed at that point.

B) Sunergy 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.

10. Delivery Timeframe

All orders are processed and shipped within five (5) business days. Delivery times vary depending on the Customer's location and the chosen delivery method.

In the event that Sunergy is unable to despatch an order within five business days Item 9 applies.

Sunergy does not accept responsibility for delays after an order has been despatched.