Service and Warranty
Please always consult a product’s user manual prior to commencing any servicing. The manufacturer's manuals contain all the necessary safety warnings and instructions. Manuals of all products can be found on the build solar website or the products manufacturer website.
Buildsolar.com.au warrants the performance of all units as per the manufactures warranty policy from our invoice issue date. Warranty is on parts only. Warranty does not cover labour costs, costs associated with uninstalling, re-installing and transport costs.
We expect our customers to play an active role in the warranty and service process. Warranty claims have to be lodged online by sending an email to sean@buildsolar.com.au. Please make sure when lodging a warranty claim to always include the following:
- Part number
- Product description
- Serial number
- Firmware version, if applicable
- Concise fault description
- Photos
- Contact person details
Please provide a fault description as complete and detailed as is possible. It is very important that you provide a good fault description together with your claim. Simply mentioning: “The unit does not work” is not a sufficient fault description. This is an example of a better fault description: “The unit is completely dead when turning it on. The battery voltage on the battery terminals inside the unit is 12.6 Volt. I have tested and followed xyz wiring and starting procedure”
The more information you include, the easier it is for the manufacturer to act. It will reduce the total repair time because fewer questions will need to be asked.
Refunds
Returns
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original undamaged packaging.
Additional non-returnable items:
- Gift cards
- Downloadable software products
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. An admin and refund transaction fee of 15% is applied to refunds.
Exchanges
We only replace items if they are defective or damaged according to our warranty guidelines. If you need to exchange it for the same item, send us an email at sean@buildsolar.com.au and we will provide where it is to be sent.
Shipping
To return your product, send us an email at sean@buildsolar.com.au and we will provide where it is to be sent.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.