Refund policy

Returns & Refund Policy

We want the part you receive to be the right one and to work. If something is wrong, tell us and we will sort it out.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law.

Our products come with guarantees that cannot be excluded. If a product has a major failure — it is unsafe, significantly different from its description, or cannot be made to do what it is supposed to do — you choose whether you want a refund or a replacement. 

If the failure is minor, we will repair or replace the product, or refund you, within a reasonable time.

When your order arrives

Please check your order as soon as it arrives. If anything is missing, damaged or incorrect, email sales@solarhotwaterparts.com.au and let us know.

Telling us within 48 hours helps us make a claim with the carrier, so please do it promptly if you can. This is a request, not a deadline — it does not affect your rights under the Australian Consumer Law.

Contact us before sending anything back

Email sales@solarhotwaterparts.com.au before you return any item. We need to confirm the fault and verify the part is one we supplied, so we can send you the right replacement or advise you properly. Returns sent without prior confirmation can be delayed or go astray.

Please include:

  • Your name and contact details
  • Your order number, or the date of purchase
  • A short description of the problem
  • A photo of the part, and of the system it came out of, if you can

We will confirm the next steps, give you the return address and a reference number to include with the parcel.

If the part is faulty, damaged or not what you ordered

  • We pay the return postage. We will send you a return label or reimburse the cost.
  • Once we have it, we will repair, replace or refund it in line with your rights above. If the failure is major, you choose between refund and replacement.
  • Refunds are made to your original payment method.

If you have changed your mind, or ordered the wrong part

We are not required to accept change-of-mind returns, but we usually will, on these terms:

  • Contact us within 30 days of delivery
  • The part must be unused, uninstalled and in its original packaging, in resaleable condition
  • You pay the return postage. Use a tracked service — Registered or Express Post — as we cannot take responsibility for parcels lost on the way back to us
  • A restocking fee of $20 applies, and original delivery charges are not refunded
  • Special-order and specially-sourced items may not be returnable. 

Warranty claims

Many of our parts carry a manufacturer's warranty in addition to your Australian Consumer Law rights. You do not have to deal with the manufacturer — talk to us first. For several brands, including Grundfos, items bought from us must come back to us rather than to the manufacturer.

To make a warranty claim as quickly as possible, please send:

  • The installer's details — solar hot water parts involving 240V wiring or pressurised plumbing must be installed by a licensed tradesperson
  • A copy of the installation invoice
  • Photos of the product as installed, taken before it is removed

If you cannot supply all of this, tell us anyway. A manufacturer may decline a warranty claim without these details.

Need help?

Email sales@solarhotwaterparts.com.au — send a photo and tell us the make and model of your system, and we will help you work out what you need.

Solar Hot Water Parts · ABN 47 686 074 939