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Returns & Refunds - Online Store
Our aim is always to leave the customer completely satisfied with their shopping experience. As every case is different, Springers does not have one solution for a return, instead, finding a suitable solution for each individual under the Australian Consumer Law
1. Returning an item
We accept returns on the product/s offering a refund, credit or replacement:
• When the product is faulty
• Wrongly described
• Different from a sample/example shown to you
• Does not do what it’s supposed to do
We offer a Credit or Exchange when a product is returned in its original condition and packaging if:
• You have changed your mind
• Ordered the wrong size
2. Where to Return an Item
You can return your item at either one of our Springers Solar stores – Lawnton or Capalaba – alternatively, you can use this Contact Form to request a return and staff will contact you with the best course of action.
3. What information is required
We will require different information depending on the situation of the return, our staff will advise you of any information required 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 in the same condition as purchased (including any documentation, accessories and packaging)
• Any additional information required by Springers staff to complete the return.
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.
Without a Receipt
• If you don’t have a receipt, we will require photo identification containing your name, address and signature.
• You will also need a proof of purchase document e.g. bank statement or similar.
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, our staff will endeavour to provide the most efficient solution to the problem.
If the product is being returned under warranty, we will need time to send the product back to the manufacturer for assessment, an estimated timeframe will be provided depending on the manufacturer but a resolution will be advised within a reasonable amount of time.
PLEASE NOTE: Any expenses relating to the return will normally be paid by you. Please feel free to contact us if you require any assistance in having the product returned and we will provide you with additional information.
4. Goods Assessment
We will need to conduct our own assessment of the product to determine the best course of action (repair, replacement or refund) appropriate to the fault. Note that testing in most cases cannot be completed on the spot and staff will complete testing within a reasonable amount of time. You will be contacted upon completion of the assessment.
5. Special Procedures
For safety and compliance reasons, please contact Springers Solar directly before attempting to return any of the following items:
• Batteries
• Large Inverters
• Solar Panels
• Any product currently installed on your vehicle
6. 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.
7. Further Information
If you require more information about your particular case please Contact Us and we will reply as soon as possible. During business hours you are able to discuss our Return and Refund policy with either one of our Store Managers in-store or over the phone.
8. 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
Springers Solar
PO Box 5191
BRENDALE QLD 4500
Your privacy: Springers Solar will only collect, use and disclose personal information in accordance with the Privacy Principles outlined in the Privacy Act 1988 (Cth)
Our Privacy Policy can be located here
Springers Solar
ABN: 63 086 620 644
Electrical Contractors Licence: 69003
Support Office: Springers Solar Lawnton, 704 Gympie Road, LAWNTON, QLD, 4501
Ph: (07) 3889 8898
Contact Us
Please feel free to contact us with any questions
(07) 3889 8898
704 Gympie Road
Lawnton. QLD 4501