Refund policy

Effective Date: 01-11-2025

Last Updated: 01-11-2025

This Refund Policy explains how Soal Power ("we", "our", or "us") handles returns, refunds, and repairs for products purchased through our online store at https://soalpower.com.au. Our policy complies with the requirements of the Australian Consumer Law (ACL).

1. Your Rights Under 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 compensation for any other reasonably 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.

Nothing in this policy limits or excludes your statutory rights under the Competition and Consumer Act 2010 (Cth).

2. Eligibility for Refunds and Returns

You may be entitled to a repair, replacement, or refund if:

  • The product is faulty, damaged, or defective
  • The product is unsafe or not of acceptable quality
  • The product does not match its description or sample
  • The product is not fit for its intended purpose as advertised

To initiate a return or claim, please contact our support team with your order number, proof of purchase, and details of the issue. We may request supporting photographs or videos to assess your claim.

3. Change of Mind Returns

Change-of-mind returns may be accepted at our discretion within 14 days of delivery, provided that the product:

  • Is unused and in its original, unopened packaging
  • Is in resalable condition with all manuals, accessories, and labels intact
  • Was not a clearance, custom, or special-order item

Return shipping costs for change-of-mind returns are the responsibility of the customer. Refunds, where approved, will exclude any original shipping fees and may be subject to a restocking fee to cover handling and inspection costs.

4. Return Process

To request a return, please contact us at support@soalpower.com.au with your order details. Our team will review your request and provide instructions for return shipping or freight collection.

Returned goods must be sent via a trackable delivery method. We recommend retaining proof of postage or freight consignment records until your return is processed.

5. Assessment and Outcomes

Upon receipt of the returned item, our team will inspect it to verify the condition and the reason for return. If approved, we will:

  • Repair or replace the product where possible, or
  • Issue a refund to your original payment method, or
  • Provide store credit if preferred or applicable

Refunds are generally processed within 5–10 business days after approval. Processing times may vary depending on your financial institution.

6. Freight and Handling for Large Items

For large or heavy goods such as generators or industrial equipment, customers are responsible for ensuring that products are safely packaged for return transport. We may assist in arranging collection through our freight partners where appropriate, and the cost of return freight may be deducted from any refund amount unless the product is confirmed to be faulty.

7. Exclusions

Refunds or returns will not be accepted for:

  • Products damaged through misuse, neglect, or improper installation
  • Consumable parts such as filters, oils, or batteries (unless faulty)
  • Custom-built or specially-ordered products
  • Products returned without prior authorisation
8. Manufacturer Warranties

Many products sold by Soal Power include manufacturer warranties that operate in addition to your statutory rights. Warranty terms and conditions vary by brand and are detailed in the product documentation or on the manufacturer’s website.

We will assist customers with warranty claims by liaising with the relevant manufacturer or authorised repair agent as needed.

9. Contact Us

For questions about returns, refunds, or Australian Consumer Law rights, please contact us at:

Email: info@soalpower.com.au

Website: https://soalpower.com.au

You may also obtain further information about your consumer rights from the Australian Competition and Consumer Commission (ACCC).