Best solar system Perth

Warranty and Complaint Handling Policy

Warranty Policy

A standard minimum retailer’s warranty period of five years on the operation and performance of the whole solar PV system, including workmanship and products, applies to the customer by SolarXcellence Pty Ltd. This warranty period is the minimum applicable to the service component of installation and all products (inverters, panels, electrical components etc.). Certain products, for example, panels and inverters, might have a warranty that exceeds five years and is covered by separate manufacturer warranties for the exceeded period.

  • That retailer’s warranty exists over and above the consumer’s rights under consumer guarantees in ACL.
  • The consumer is entitled to claim a remedy if the goods or services do not meet a consumer guarantee or retailer’s warranty.

The workmanship warranty covers any defects that arise from the workmanship in installing your solar panels and solar inverter at the premises specified in the solar system installation Agreement.

  • For all work except the installation of a switchboard, the workmanship warranty period is 5 years from the date of completion of the installation.
  • For work related to the installation of a switchboard, the workmanship warranty period is 1 year from the date of the installation of the switchboard.

SolarXcellence Pty Ltdwill ensure that all complaints are acknowledged within 2 working days of receipt of complaint. Resolution will be sought within 10 working days of receiving the complaint. Sometimes, we might not be able to resolve a complaint within the time frames set out above. If that’s the case, we’ll contact you and explain the reason for the delay and give you a new time frame for resolution. Where the workmanship warranty applies, SolarXcellence Pty Ltdwill either (at it’s discretion and cost):

  • re-do or repair the installation; or
  • replace any faulty part with a comparable new or refurbished part so that the installation is no longer defective.

Conditions


1.This Warranty will only apply to the original installation of the relevant SolarXcellence Pty Ltd products and will immediately terminate upon the removal from the initial installation of such products.
2.This Warranty will no longer be valid if you fail to comply with all reasonable instructions of SolarXcellence Pty Ltdin relation to the operation and care of the solar system.
3.The customer is eligible to undertake the repair/fix services of an appropriately skilled, trained & experienced technician. In such instances, the customer needs to properly communicate the nature of the job and qualification details of the electrician beforehand if the work is done within the warranty period.
4.A photovoltaic Solar Panel Module is not conforming with the Minimum Power Output Warranty, SolarXcellence Pty Ltdmay at its sole option, use re-manufactured, refurbished or new parts when repairing or replacing a photovoltaic Solar Panel Module, to bring the aggregate power output to the level required by the Minimum Power Output Warranty. The solar panels removed under this condition will become the property of SolarXcellence Pty Ltd.

Limitations and Exclusions


This Warranty will not apply for:

  • improper use of the solar system
  • repaired breaks or any damage caused due to works done by an unqualified, unskilled or inexperienced technician;
  • your existing electrical installation, wiring or fuse box;
  • normal fair wear and tear; corrosion, oxidization, discolouration by mould, or the like;
  • any malicious damage or abuse;
  • damage caused by vermin, animals or pests;
  • damage caused by ‘acts of God’, improper voltage or power surges, accidents or other acts beyond our reasonable control;
  • any damage to your property caused by the solar system failing or breaking;
  • any alterations to your property which are a necessary consequence of the provision of theinstallation services and was communicated beforehand; or
  • any damage of any kind that was not reasonably foreseeable or that could not have been expected to result from: a failure to provide the installation services as required by your agreement with us; and/orthe installation services failing to meet any consumer guarantee set out in the Australian Consumer Law.

Please retain your sales documentation, as this should be produced to validate a warranty claim.

Complain Handing Procedure

We are dedicated to providing the best quality services and products to help you achieve the best energy outcome for your home and business.
However, we understand that things don’t always go to plan and so we’re here to discuss any issues or questions you may have. This Complaints Procedure is to help you better understand how to address your issue and achieve the best outcome as quickly as possible.
At SolarXcellence, we appreciate your feedback and wish to satisfy and delight our customers.
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Our complaints procedure is as follows:

  1. Contact us first, we are best placed to help you:
    Call: 08 9480 0413
    Email: info@solarxcellence.com.au
  2. Once received, we will investigate your matter and provide a progress update and/or solution within seven days for a minor issue and 21 days for any major issues.
  3. The complaint is assigned to a support Manager and updates are recorded accordingly.

Following an appropriate investigation, SolarXcellence will inform you of the action or decision taken regarding the complaint. SolarXcellence will also take actions to prevent similar complaints occurring in the future.
Remedies to resolve the issue may include (but not limited to):

  • Refunds
  • Replacement
  • Repairs/Rework
  • Compensation

The remedies and solutions offered are subject to the Terms & Conditions and Warranties, which apply to the products, and services that you purchased from us. These include applicable consumer guarantees and our obligations under the Australian Consumer Law or consumer legislation in place at the time you purchased your products and services.
We take all complaints seriously and necessary steps are learned to avoid any similar issues occurring in the future to provide the best customer experience possible.
 If you are not satisfied with the outcome of your complaint, you can refer the complaint to with the relevant Fair Trading or Consumer Affairs office.