REFUND & RETURNS POLICY

Effective Date: 15.08.2026
Website: www.solarxip.com  
Business Name: SolarXIP Energy

1. Overview

At SolarXIP Energy, customer satisfaction is important to us.

This Refund & Returns Policy explains the conditions under which customers may request returns, refunds, exchanges, or other remedies.

Nothing in this Policy excludes or limits rights available under applicable consumer law, including rights under Australian Consumer Law.

By purchasing from our website, you agree to this Refund & Returns Policy.

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2. Product Bundle Structure

Certain SolarXIP Energy products are sold as bundled kits.

A bundle may include:

- one primary product (main purchased item), and
- one or more complimentary promotional items, bonus accessories, or free gifts.

Complimentary items are provided at no additional charge as part of a promotional offer.

These complimentary items:

- are not separately purchased,
- do not carry standalone refundable value within the transaction,
- are not individually refundable or redeemable for cash value.

Refund eligibility applies only to the qualifying purchased primary product unless otherwise required by law.

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3. Return Window

Customers may request a return within 30 days of delivery.

To be eligible for return:

- return request must be submitted within 30 days from confirmed delivery date;
- customer must contact support before sending any items back;
- returned items must comply with eligibility conditions below.

Return requests submitted outside this period may be declined.

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4. Refund Eligibility Window

Refund requests must be initiated within 14 days of delivery.

If a customer submits an eligible refund request within 14 days:

- the request will be reviewed;
- return instructions may be issued;
- refund processing may begin once requirements are satisfied.

Requests submitted after 14 days are not eligible for monetary refund unless otherwise required by law.

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5. Returns After 14 Days

Products may still be eligible for return within the 30-day return window after the refund eligibility period has expired.

However:

- returns initiated after 14 days are generally not eligible for monetary refund;
- alternative resolutions may be offered at our discretion, including:
  - exchange
  - replacement
  - store credit
  - partial commercial accommodation

This does not limit any mandatory consumer rights required by law.

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6. Refund Amount and Promotional Items

For bundle purchases including complimentary items:

Refund calculations are based solely on the eligible purchased primary product value.

Complimentary promotional items, free gifts, bundled bonuses, or included accessories:

- are excluded from refund valuation;
- do not increase refundable amount;
- are not redeemable for cash or credit.

Customers may, where permitted by us, retain complimentary promotional items unless otherwise instructed.

Return of complimentary items is generally optional unless required for fraud prevention, abuse review, or operational reasons.

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7. Return Requirements

To process an eligible refund or return, customers may be required to:

- contact support prior to shipment;
- provide order number;
- provide proof of purchase;
- provide reason for return;
- comply with issued return instructions.

Unauthorized returns may be refused.

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8. Non-Refundable Situations

Refunds may be refused where permitted by law, including but not limited to:

- refund request submitted outside refund eligibility window;
- returned item not matching original order;
- misuse or abnormal use;
- intentional damage;
- fraudulent claims;
- chargeback abuse;
- missing core return requirements where required.

This section does not override statutory consumer rights.

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9. Damaged, Faulty or Incorrect Items

If an item arrives:

- damaged,
- materially defective,
- incorrect,
- significantly not as described,

customers should contact us promptly.

We may request:

- photos,
- videos,
- order details,
- issue description.

Where required by law or approved by us, remedies may include:

- replacement,
- repair,
- refund,
- other reasonable remedy.

Nothing in this Policy limits rights under Australian Consumer Law.

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10. Return Shipping

Customers may be responsible for return shipping costs except where otherwise required by law or approved by us.

Original shipping charges are generally non-refundable unless required by law.

Customers are responsible for securely packaging returned items.

We are not responsible for returns lost in transit without tracking evidence.

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11. Refund Processing

Approved refunds are generally processed back to original payment method.

Processing times may vary depending on:

- payment provider,
- bank processing time,
- platform review timelines.

Refund timing is not guaranteed.

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12. Abuse Prevention

SolarXIP Energy reserves the right to deny refunds, returns, or related accommodations where we reasonably suspect:

- abuse of promotions,
- excessive refund behavior,
- policy manipulation,
- fraudulent conduct,
- commercial misuse.

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13. Contact Information

For all return or refund requests, contact:

SolarXIP Energy  
Email: support@solarxip.com  
Website: www.solarxip.com

Please include:
- order number
- full name
- reason for request
- supporting evidence where applicable