This policy applies to SolaSpot orders delivered within Australia and the United States.
Custom-Made Plaques & Change of Mind
Each plaque is made specifically to your selected design and personal details. We do not accept returns or exchanges for change of mind on custom-made plaques.
Please check your house number, spelling, colours, finish and design carefully before ordering.
This does not affect your rights if your product is faulty, damaged or does not match your order.
30-Day Satisfaction Guarantee
We want you to be happy with the quality and finish of your plaque.
If it hasn’t met your expectations, email support@solaspot.com.au within 30 days of delivery, including your order number, a description of your concern and any helpful photos.
We’ll review your concern and work with you to resolve it, including arranging a return and refund where covered by our guarantee. The guarantee covers concerns about quality and finish, rather than a change of mind about your chosen design.
The 30-day timeframe applies to this voluntary guarantee only. It does not limit your consumer rights or any separate SolaSpot replacement guarantee.
Damaged, Faulty or Incorrect Items
Please check your order when it arrives and contact us promptly if it is damaged, faulty or different from what you ordered.
We’ll assess the issue and provide a repair, replacement or refund as appropriate under applicable consumer law. These rights also apply to custom-made products and items purchased on sale.
How to Arrange a Return
Email support@solaspot.com.au with your order number or proof of purchase and the reason for your request.
Please contact us before sending anything back so we can provide the correct return address and instructions. Returns are handled through our Australian workshop unless we arrange otherwise.
Pack the item securely to protect it during transit. Original packaging is helpful but is not required for a faulty-product claim.
Return Shipping Costs
We’ll explain any return shipping costs before you send your item.
For confirmed faulty, damaged or incorrect products, we’ll arrange return shipping or reimburse reasonable return postage costs. Please keep your postage receipt.
For other returns accepted under our 30-Day Satisfaction Guarantee, we’ll confirm who pays the return shipping when arranging your return.
Exchanges & Replacements
We do not offer change-of-mind exchanges for custom-made plaques.
If a replacement is arranged to resolve a product issue, we’ll confirm the details and estimated production and delivery timeframe with you.
Refunds
We’ll notify you once your return has been assessed or a refund has otherwise been agreed.
Approved refunds will be processed to your original payment method within 10 business days, or sooner where required by applicable law. This includes refunds for cancelled US orders affected by dispatch delays.
Your bank or payment provider may take additional time to display the funds.
If your refund has not appeared after 15 business days from approval, please contact support@solaspot.com.au.
Your Consumer Rights
This policy and our voluntary guarantees do not exclude, restrict or replace rights available under applicable consumer law.
For Australian customers, 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
US customers retain any mandatory rights available under applicable federal and state law.
Contact Us
For returns, refunds or questions about your order, email support@solaspot.com.au.
