Returns & refunds

This policy applies to supply-only products bought from the online store operated under the Perth Solar & Air brand by STRATTON COLLECTIVE PTY LTD (ABN 91 641 525 402). It operates in addition to, and does not replace, rights under the Australian Consumer Law.

1. If there is a problem with a product

Products sold to consumers must meet the consumer guarantees, including being of acceptable quality, matching their description and being fit for a disclosed purpose where the customer relied on PSA.

If a product may be faulty, unsafe, damaged, different from its description or otherwise fail a consumer guarantee, stop using it where safety may be affected and email sales@psawa.com.au. Include:

• your name and order number or other reasonable proof of purchase;
• the product and serial number, if readily available;
• a clear description of the problem and when it appeared; and
• photos or video if this is safe and reasonably practical.

Original packaging is not required to make a claim about a faulty product.

2. Assessment

PSA is entitled to assess the product before providing a remedy. We will explain the practical assessment or return process and keep you informed if manufacturer testing is reasonably required. An assessment does not remove PSA’s responsibilities as the seller or limit your right to a remedy within a reasonable time where the Australian Consumer Law applies.

3. Remedies under the Australian Consumer Law

The appropriate remedy depends on the product and whether the problem is major or minor.

• Major problem: you may choose a refund or replacement of the same type. You may instead keep the product and seek compensation for the reduction in value. A refund for a major problem is for the full amount paid for the product, without a deduction for use.
• Minor problem: PSA may choose to provide a free repair, or may offer a replacement or refund. If the problem is not fixed within a reasonable time, further remedies may be available under the Australian Consumer Law.
• Reasonably foreseeable loss: you may also have a right to compensation for loss or damage reasonably caused by a failure to meet a consumer guarantee.

Any manufacturer warranty is additional to these rights.

4. Returning a product with a suspected problem

Email PSA before returning electrical, solar, battery or charging equipment so we can agree a safe and suitable return or collection method.

• Products that can be posted or easily returned are generally returned by the customer for assessment.
• If a faulty product is large, heavy, installed or otherwise costly to return, PSA will arrange collection or pay the return cost where required by the Australian Consumer Law.
• If PSA confirms that the product has a problem, PSA will reimburse reasonable return costs the customer has already paid. Keep transport or postage receipts.
• If an assessment finds there is no product problem, PSA may ask the customer to pay reasonable collection or inspection costs only after giving a reasonable estimate of those costs beforehand.

These arrangements do not limit any non-excludable consumer right.

5. When a consumer-guarantee remedy may not apply

A consumer-guarantee repair, replacement or refund may not be available where:

• the customer simply changed their mind, found a lower price or no longer wants the product;
• the customer was told about the specific problem before purchase; or
• the relevant problem was caused by misuse, abnormal use or incorrect installation.

Rights may still apply to a separate problem not disclosed or caused by the customer.

6. Change-of-mind returns

PSA does not currently promise change-of-mind returns or exchanges. Any voluntary exception must be approved by PSA in writing before the product is returned. Conditions agreed for a voluntary change-of-mind return do not apply to a claim made under the Australian Consumer Law.

7. How to contact PSA

Email sales@psawa.com.au with your order number and the details listed in section 1. PSA will reply by email with the next step and any safe return or collection instructions.

Consumer-remedy guidance: Australian Competition and Consumer Commission ↗