SunPower Australia

Refund Policy

Last updated: January 2025

Overview

At SunPower Australia, we are committed to customer satisfaction and fair business practices. This refund policy outlines your rights and our obligations regarding refunds for our solar energy services and installations.

Cooling-Off Period

Under Australian Consumer Law, you have a 10-business-day cooling-off period for solar installation contracts. During this period, you may cancel your contract and receive a full refund of any payments made, minus reasonable costs incurred by SunPower Australia.

Cooling-Off Period Conditions:

  • Applies to contracts signed at your home or business premises
  • Must be exercised within 10 business days of contract signing
  • Written notice of cancellation must be provided
  • Excludes contracts initiated entirely by the customer

Pre-Installation Refunds

Full Refund Scenarios:

  • Structural assessment reveals unsuitable installation conditions
  • Local council or distributor refuses necessary permits
  • Electrical system incompatibility cannot be remedied
  • SunPower Australia cannot fulfill contracted services

Partial Refund Scenarios:

  • Customer-requested changes to system design or specifications
  • Cancellation after permits have been obtained
  • Site preparation work has been completed
  • Custom equipment has been ordered specifically for your installation

Post-Installation Refunds

Once your solar system has been installed and commissioned:

Major Defects (Full System Replacement):

  • System fails to produce more than 50% of expected energy for 90+ days
  • Fundamental design flaws affecting system safety or performance
  • Installation defects causing property damage or safety hazards
  • Non-compliance with Australian standards that cannot be rectified

Minor Issues (Repair or Replacement):

  • Component failures covered under warranty
  • Performance issues that can be resolved through adjustments
  • Cosmetic defects that don't affect system function
  • Software or monitoring system problems

Refund Process and Timeframes

Requesting a Refund:

  1. Contact our customer service team in writing
  2. Provide detailed reasons for the refund request
  3. Submit supporting documentation or evidence
  4. Allow reasonable access for system inspection if required

Processing Times:

  • Pre-installation refunds: 5-10 business days
  • Simple cancellations: 10-15 business days
  • Complex refund assessments: 20-30 business days
  • System removal and refunds: 30-45 business days

Refund Exclusions

Refunds are not available for:

  • Changes in electricity tariffs or feed-in rates after installation
  • Weather-related performance variations within normal parameters
  • Customer-caused damage to system components
  • Performance impacts from customer modifications or additions
  • Issues arising from lack of proper system maintenance
  • Aesthetic preferences after installation completion
  • Changes in financial circumstances affecting repayment ability

Warranty vs. Refund

Many issues can be resolved under warranty without requiring a full refund:

  • Component replacement: Faulty panels, inverters, or monitoring equipment
  • Performance optimization: System adjustments to improve output
  • Workmanship issues: Installation defects that can be repaired
  • Software updates: Monitoring and control system improvements

Refund Methods

Approved refunds will be processed via:

  • Original payment method: Credit card, bank transfer, or financing agreement
  • Direct bank deposit: For cash payments or when original method unavailable
  • Financing adjustment: Working with lending partners to modify agreements

Australian Consumer Law Rights

This refund policy is in addition to your rights under Australian Consumer Law, including:

  • Goods and services must be of acceptable quality
  • Services must be performed with due care and skill
  • Goods must match their description and be fit for purpose
  • Right to repair, replacement, or refund for major failures

Force Majeure and Refunds

In cases of force majeure events (natural disasters, government restrictions, supply chain disruptions), refund terms may be adjusted based on:

  • Costs already incurred by SunPower Australia
  • Insurance coverage and claim outcomes
  • Alternative service arrangements possible
  • Customer preference for delayed installation vs. refund

Dispute Resolution

If you're not satisfied with our refund decision:

  • Request escalation to our senior management team
  • Contact Fair Trading in your state or territory
  • Seek assistance from the Australian Competition and Consumer Commission
  • Consider mediation or tribunal proceedings if necessary

Contact Information

For refund requests or related inquiries:

Customer Service Team
Email: [email protected]
Phone: 1300 SUN POWER (786 769)
Mail: Level 12, 485 Collins Street, Melbourne, VIC 3000, Australia

Operating Hours:
Monday - Friday: 7:00 AM - 6:00 PM AEST
Saturday: 8:00 AM - 4:00 PM AEST

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