Refund Policy

Refund Policy

This Refund Policy applies to purchases of Lighting, Retrofit Products, Heat Pumps, Air Conditioners, Solar and Battery Systems, and associated installation services.

1. General

(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law (ACL) and on the terms set out in this Policy.

(b) Any benefits set out in this Policy apply in addition to your rights under the ACL.

(c) This Policy should be read in conjunction with our Terms and Conditions, including provisions relating to site conditions, design finalisation, and variations.

 

2. Australian Consumer Law

(a) Our goods and services come with guarantees that cannot be excluded under the ACL.

(b) For major failures, you are entitled to:

  • Cancel the purchase
  • Receive a refund
  • Compensation for reasonably foreseeable loss or damage

(c) For non-major failures, you are entitled to repair, replacement, or re-supply within a reasonable time.

(d) If there is any inconsistency between this Policy and the ACL, the ACL prevails.

3. Cancellation and Change of Mind

(a) We do not offer refunds for change of mind, including where:

  • You no longer wish to proceed
  • You find a cheaper alternative
  • You prefer a different product, system design, or installation location

4. Site Conditions, Variations & Installation Feasibility

(a) You acknowledge that all installations are subject to:

  • Final site inspection
  • Engineering and compliance review
  • Applicable standards and manufacturer requirements

(b) Where a proposed system design, configuration, or installation location is found to be:

  • Not feasible; or
  • Not compliant

We may vary the system design or installation method in accordance with our Terms and Conditions.

(c) If you decline a required variation, or if installation cannot proceed due to site conditions or compliance requirements:

  • The project may be cancelled; and
  • Any deposit paid will be refunded (less any agreed costs already incurred, where applicable)

(d) Such refund constitutes full and final settlement of all claims relating to the project.

5. Government Rebates, Incentives & Certificates

(a) Eligibility for rebates, incentives, and certificates (including but not limited to Solar Victoria programs and VEU) is subject to:

  • Third-party approval
  • Compliance with program rules
  • Completion of installation within required timeframes

(b) We do not guarantee:

  • Approval of rebates or incentives
  • Rebate amounts
  • Processing timeframes

(c) We are not liable for:

  • Loss of rebates or incentives
  • Delays impacting rebate eligibility
  • Changes to government programs

6. Products Damaged During Delivery

(a) If a product is damaged during delivery:

  • Contact us within 7 days
  • Return the product in original condition with packaging

(b) We will repair, replace, or refund the product where applicable.

7. Exceptions

We may refuse a repair, replacement, or refund where:

(a) The product was misused or damaged after delivery
(b) You were aware of faults prior to purchase
(c) You requested installation or modifications against our advice
(d) The issue arises from site conditions or external factors outside our control
(e) Any other exception permitted under the ACL

8. Shipping Costs for Returns

(a) Where a product fails to meet ACL guarantees, we will cover reasonable return and replacement costs.

(b) If a product is not eligible for refund or replacement, you may be required to cover associated costs.

9. Response Time

We aim to assess and respond to refund, repair, or replacement requests within 3 business days.

10. How to Request a Refund

(a) Contact us at info@glowgreen.com.au

(b) You must provide:

  • Proof of purchase
  • Details of the issue

(c) Refunds will be processed using the original payment method where possible.

11. Contact

For all refund, repair, or replacement enquiries:
info@glowgreen.com.au