Refunds Policy
Details on how refunds are handled for deposits, cancellations, and completed installations.
1. Cooling-off period
Where a contract is entered into away from our registered place of business (including over the phone or at your home), you may be entitled to a statutory cooling-off period under Australian Consumer Law during which you can cancel without penalty. The applicable period and conditions will be confirmed in your contract.
2. Cancelling before installation
If you cancel after the cooling-off period but before any equipment has been ordered or work has started, your deposit will be refunded less any costs we've already reasonably incurred on your behalf (such as a site assessment or design work), which will be itemised for you.
3. Cancelling after work has started
Once equipment has been ordered or installation has begun, cancellation may incur additional costs covering work completed and non-returnable materials. We'll always provide an itemised breakdown before deducting anything from a refund.
4. Faulty or defective products
Products supplied by Solve Energy come with guarantees that cannot be excluded under Australian Consumer Law. If a product fails to be of acceptable quality, you may be entitled to a repair, replacement, or refund, independent of any manufacturer warranty.
5. How to request a refund
Contact our support team with your order or account reference and the reason for your request. We'll confirm receipt within two business days and let you know what information, if any, we need to process it.
6. Processing time
Approved refunds are processed within 10 business days, back to the original payment method where possible.
7. Questions about this policy
Reach out via our contact page or submit a ticket and we'll clarify anything that isn't clear.
Status: pending — not yet published as an active policy.