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Returns Policy

We want you to love your new gear, but we understand that sometimes things happen and you may need to return it to us. We have detailed our returns policy below, keeping in mind that every returns solution is different but we aim to find a solution for all cases under the Australian Consumer Law. 


Can I return an item?

Products may be returned to us within 30 days of receiving the item. Returns after this 30-day period will not be accepted.

We accept returns on product/s and will offer a refund, store credit, or replacement when:

  • The product/s is faulty
  • Wrongly described
  • Different from a sample/example shown to you
  • Does not do what it's supposed to do

We will offer a store credit or exchange when product/s are returned in its original condition and packaging if:

  • You have changed your mind
  • You ordered the wrong size
  • You ordered the wrong colour 


How can I return an item?

If you would like to return an item, please contact us with your order number, product details, and why you would like to return it and we will respond with the best course of action for you. 

Alternatively, you can return items in person at one of our Brisbane partner stores, Springers Solar. 

Springers Solar Lawnton
704 Gympie Road
Lawnton QLD 4501


Springers Solar Capalaba
120 Redland Bay Road
Capalaba QLD 4157


What information do I need to provide to return an item?

The information we require will depend on the reason for the return, the product, and your order details. We will advise you of the specific information we require to make the return process as seamless as possible. 

  • Proof of purchase - receipt, bank statement, or payment matching our records
  • In most cases, the product will need to be returned in the same condition as purchased (including any documentation, accessories, and packaging)
  • Any additional information required by Alvolta to complete the return.

Returning with a receipt:

  • For an exchange, credit, refund, or repair we will ask for your name, contact number, and a signature in addition to the receipt.
  • All purchases made on a debit/credit card will be credited back to the original card used ONLY, so please have that card with you or active at the time of the return.

Returning without a receipt:

  • If you don't have a receipt, we will require photo identification containing your name, address, and signature.
  • Another proof of purchase document, for example, a bank statement.

Australian Consumer Law states that all returns and warranty claims should be resolved within a reasonable amount of time. Any returns deemed a minor failure will be fixed or resolved within a reasonable timeframe and an estimated time of completion will be provided by our staff post-assessment.

On-the-spot remedies are not always available, however, we will endeavour to provide the most efficient solution to the problem.

If the product is being returned under warranty, we will require time to assess the fault and an estimated timeframe will be provided for rectification.

Please note that any expenses relating to the return are required to be paid by you or the sender. Please feel free to contact us if you require any assistance in having the product returned and we will provide you with additional information.


Goods Assessment

We will conduct an assessment of the returned product to determine the best course of action (repair, replacement, or refund) that is appropriate to the fault. Testing will be completed within a reasonable amount of time once the product has been received by our team. You will be contacted upon completion of the assessment.


Special Procedures

For safety and compliance reasons, please contact us directly before attempting to return any of the following items:

  • Solar panels
  • Any product that is currently installed on your vehicle


Exclusions

In some cases, refunds, replacements, or repairs may not be offered if you:

  • Substantially modify the product
  • Misuse the product contrary to user instructions
  • Simply change your mind
  • Do not have the product installed by a licenced installer (if applicable)

Certain products are excluded under our Returns Policy unless they are faulty, these products include:

  • Cable
  • Lugs

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


Dispute Escalation

If you feel that your rights under Consumer Law or our Returns Policy have not been met, please forward your concerns in writing to:

General Manager
Alvolta
PO Box 5191
BRENDALE QLD 4500


Your privacy: Alvolta will only collect, use, and disclose personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Cth).

You can access our Privacy Policy here.