Returns and Refunds Policy

This policy applies to all purchases made from Outback Solar Pumps Pty Ltd (“Outback Solar Pumps”, “we”, “us”, “our”).

We are committed to supplying reliable, high-quality products. If something isn’t right, the information below explains how returns and refunds are handled.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law (ACL).

You are entitled to:

• A replacement or refund for a major failure
• Repair or replacement if goods fail to be of acceptable quality and the failure is not major

This policy does not limit your rights under Australian Consumer Law.

Returns Eligibility

All returns must be approved by Outback Solar Pumps before goods are sent back.

Returned items must be:

• Unused and uninstalled
• In original packaging
• Complete with all accessories, manuals, and components

Returns sent without prior approval may be refused or returned to the sender.

Change-of-Mind Returns

Change-of-mind returns may be accepted at our discretion.

If approved:

• Return freight is at the customer’s expense
• A restocking fee may apply
• Goods must pass inspection upon return
• Original shipping costs are non-refundable

Non-Returnable Items

Unless faulty, the following items are not eligible for return:

• Special-order or custom-configured products
• Products that have been assembled, installed, or modified
• Electrical components that have been wired or powered
• Solar panels with damaged frames, glass, or packaging
• Items damaged due to improper handling or packaging

Faulty or Damaged Goods

If goods arrive faulty or damaged:

• Notify us within 48 hours of delivery
• Evidence may be required (photos, serial numbers, installation details)
• Products may be assessed under warranty before a replacement or refund is approved

Refunds

Approved refunds will be processed once returned goods are:

• Received
• Inspected
• Approved

Refunds are issued to the original payment method used at checkout.
Processing times may vary depending on inspection and payment provider.

Shipping & Freight Costs

• Return freight is the customer’s responsibility unless the return is due to a confirmed fault or error by us
• Outbound shipping costs are non-refundable
• Large or freight items must be coordinated with our team before return

Incorrect Product Selection

Outback Solar Pumps is not responsible for incorrect product selection made without consultation or against advice provided.

Returns due to incorrect selection may be treated as change-of-mind returns and subject to freight and restocking charges.

Trade & Wholesale Customers

Trade and wholesale returns are subject to separate terms:

• Change-of-mind returns are generally not accepted
• Any approved returns may incur restocking and freight charges

How to Request a Return

To request a return, please contact us with:

• Order number
• Product details
• Reason for return
• Photos (if applicable)