Cooling-off periods, rescheduling appointments, refunds, returns, and how to submit a request.
Email UsThis policy applies to solar, battery and related products and services supplied by Singh Solar Solutions ("Singh Solar"), a sub division of Austech Telecom and Electrical Pty Ltd ("Austech").
This policy should be read together with the customer's quotation, sales and installation agreement and applicable special conditions.
Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any statutory cooling-off right, consumer guarantee, remedy or other legal protection that cannot lawfully be excluded, restricted or modified.
Subject to applicable law and the customer's agreement, Singh Solar provides a five-calendar-day contractual cooling-off period commencing on the date the agreement is accepted.
The customer may cancel during this period by providing written notice to Singh Solar.
If the customer cancels before authorising early commencement and before Singh Solar has commenced procurement or project work, amounts paid will be refunded without a cancellation charge.
A customer may request installation or commencement of project work before the five-calendar-day contractual cooling-off period expires.
Before proceeding, Singh Solar will ask the customer to provide separate written confirmation by email that the customer:
Acceptance of the agreement or payment of the deposit alone does not waive the contractual cooling-off period.
After receiving the customer's written authority, Singh Solar may immediately order equipment and materials, lodge applications, reserve labour, arrange delivery and commence the installation.
This early-commencement authority does not waive any statutory right that cannot legally be waived.
If an agreement results from an unsolicited door-to-door visit, uninvited telemarketing call or another unsolicited sales approach covered by the Australian Consumer Law, the customer may have a statutory 10-business-day cooling-off period.
Where this statutory period applies, Singh Solar will not require or accept payment or install the relevant products during that period where prohibited by law.
A statutory cooling-off period cannot be waived merely because the customer requests urgent installation.
If a customer validly cancels before Singh Solar has ordered equipment, purchased materials, lodged applications, reserved labour or commenced work, Singh Solar will refund amounts paid, subject to the agreement and applicable law.
No cancellation cost will apply where the customer is legally entitled to cancel without penalty.
If the customer authorises Singh Solar in writing to commence procurement, applications, scheduling or installation before the contractual cooling-off period expires, the customer acknowledges that Singh Solar may immediately incur costs and commit resources to the project.
If the customer subsequently cancels, they may be responsible, to the extent permitted by law, for reasonable costs and losses actually incurred by Singh Solar, including:
Singh Solar may deduct legally recoverable costs from the customer's deposit and will provide a written breakdown of those costs.
Any remaining balance will be refunded. Where permitted under the agreement and applicable law, the customer may be invoiced if reasonable recoverable costs exceed the amount already paid.
Singh Solar is not required to accept a return or provide a refund where the customer:
Singh Solar may accept an unused and unopened standard-stock product as a change-of-mind return at its discretion, provided that:
Approved change-of-mind returns may be subject to reasonable freight, handling, inspection or supplier restocking costs.
Unless required by the Australian Consumer Law, returns will not normally be accepted for:
This does not affect the customer's rights where a product is faulty, unsafe, incorrectly described or otherwise fails to comply with a consumer guarantee.
Customers should contact Singh Solar as soon as possible if they believe a product is faulty, unsafe, damaged or different from its description.
Singh Solar may inspect and test the product or installation before determining the appropriate remedy.
If the problem is minor, Singh Solar may repair the product or correct the installation within a reasonable time.
If the product has a major problem, the customer may be entitled to choose a replacement or refund as provided by the Australian Consumer Law.
Manufacturer warranties are additional to, and do not replace, the customer's rights under the Australian Consumer Law.
If an installation or other service has not been carried out with due care and skill, is not fit for its agreed purpose or was not completed within the required or reasonable time, the customer should notify Singh Solar.
Where the problem is minor, Singh Solar will be given a reasonable opportunity to correct the work at no additional cost.
Where the service has a major problem or cannot be corrected within a reasonable time, the customer may have the right to cancel the affected service or obtain another remedy under the Australian Consumer Law.
Customers should provide at least 48 hours' notice if they need to reschedule an installation or service appointment.
If insufficient notice is provided, or the work cannot proceed because safe and reasonable site access was not available, Singh Solar may recover reasonable costs actually incurred, including labour, travel, delivery, equipment-hire or scheduling costs.
No charge will apply where the cancellation or lack of access resulted from circumstances for which the customer was not reasonably responsible.
Singh Solar may reasonably reschedule work because of:
Singh Solar will notify the customer as soon as reasonably practicable and offer a revised date where possible.
If Singh Solar permanently cancels the agreement and cannot supply the agreed products or services, amounts paid for products or services not supplied will be refunded, less any amount lawfully recoverable under the agreement.
Cancellation and return requests must be submitted in writing using the contact details published on Singh Solar's website.
The request should include:
Singh Solar will acknowledge the request and may request further information reasonably required to assess it.
Once a refund is approved and the amount is finalised, Singh Solar will process it within 10 business days.
Refunds will generally be made using the original payment method unless another method is agreed in writing. Bank and payment-provider processing times are outside Singh Solar's control.
For cancellation, return, warranty or refund requests, contact:
Singh Solar Solutions — a sub division of Austech Telecom and Electrical Pty LtdSee also our Terms & Conditions and Privacy Policy.