At Positive Energy Solutions we want every customer to feel confident before, during and after their install. This policy explains how refunds, returns, warranties and complaints work. It sits alongside — and should be read with — our full Solar PV Sale and Installation Agreement (Terms & Conditions) and your Quote. Nothing in this policy limits the rights you have under the Australian Consumer Law (ACL).
Solar & battery installation — deposits and refunds
When you accept a Quote you pay a deposit, with the balance due on delivery of your system. If your agreement ends before we install your system for any of the following reasons, we will promptly refund all money you have paid:
- We do not deliver and install within 4 weeks after the original target date, and you (or we) choose to end the agreement;
- We notify you of a price increase and you choose to end the agreement rather than accept it;
- Your electricity distributor refuses Grid Connection Approval;
- Equipment in your Quote becomes unavailable and you do not agree to a similar-quality substitute;
- We are unable to source a suitable CEC-accredited installer; or
- Our install-review team determines the job is outside our scope of works.
Refunds are returned to your original payment method as cleared funds.
Your Australian Consumer Law rights
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure you may be entitled to a replacement, refund or to cancel; for problems that do not amount to a major failure, you are entitled to have them remedied within a reasonable time. These rights are in addition to the warranties below.
Warranties
- 10-year installation workmanship warranty — we will repair any covered installation fault or defect at no cost to you within the warranty period.
- Manufacturer warranties also apply to your equipment. During the warranty period we act as your liaison and assist with any manufacturer warranty claim.
- See our Warranties page for full details.
- Standard exclusions apply (damage from misuse, unauthorised modification, extreme weather, or work by a non-approved technician).
Returning a product bought online
- Faulty or not as described: your ACL consumer guarantees apply — contact us and we will arrange an assessment, repair, replacement or refund as required.
- Change of mind: you can only change your mind before your system is installed — contact us as early as possible and we will work through your options under your agreement. We do not accept product returns, and once installed a product cannot be returned or refunded.
Installed systems are covered by the 10-year workmanship warranty, the manufacturer warranties above, and your rights under the Australian Consumer Law for any major failure — repaired or replaced under those.
How to make a claim or complaint
Contact us first — we will work to put it right:
- Phone: 1300 180 999
- Email: [email protected]
We handle complaints under our standard complaints procedure (and, where applicable, the CEC Solar Retailer Code of Conduct and AS ISO 10002). If you are not satisfied with the outcome, you can contact WA Consumer Protection on 1300 304 054.
Other
All prices in your Quote are inclusive of GST. This policy is governed by the laws of Western Australia and should be read together with our full Sale and Installation Agreement Terms & Conditions.