REFUND POLICY
Nature Carer Environmental Solutions Pty Ltd
Your Rights
This policy operates in line with the New Energy Tech Consumer Code (NETCC) and the Australian Consumer Law.
You are entitled to a repair, replacement, or refund if a product or service:
- Has a major fault
- Is not fit for purpose
- Does not match what was agreed
Cooling-Off Period
We voluntarily offer a 10-business day cooling-off period from the day you sign your agreement. We will not schedule installation during this period unless you ask us in writing to start sooner.
- You can cancel for any reason within this period
- You will receive a full refund of any deposit paid, within 10 business days of your cancellation
- No cancellation fees apply during the cooling-off period. If you asked us to install within the period, cancellation after installation starts is handled under Change of Mind below
To cancel, contact us in writing.
Deposits
Deposits are used to secure your system design and installation schedule.
After the cooling-off period:
- Deposits may be retained only to the extent of reasonable costs actually incurred
- This may include system design, administration, or equipment orders
After Installation
Refunds are not provided for change of mind after installation. However, your rights under the Australian Consumer Law remain unaffected, including your right to a refund for major failures.
- The system has a major defect, or
- The system does not match the agreed specifications
We will first attempt to fix any issues. If this is not possible, a refund or replacement will be provided in line with Australian Consumer Law.
Delays
Installation timelines may be affected by:
- Weather conditions
- Product availability
- Grid approvals (DNSP)
- Solar Victoria or regulatory requirements
If delays are significant or amount to a failure to supply within a reasonable time, you may be entitled to a refund under Australian Consumer Law.
Change of Mind
After the cooling-off period, cancellations are treated as change of mind and refunds are not provided, except where required under Australian Consumer Law.
- Refunds are not provided except where required under Australian Consumer Law
- Any approved refund may include deductions for costs already incurred
Solar Victoria & Rebates
Where rebates (such as Solar Victoria programs or STCs) apply:
- Eligibility must be met at all times
- If eligibility changes or incorrect information is provided, you may be responsible for any shortfall
- Refunds may be adjusted accordingly
-Any price changes due to rebate ineligibility will be clearly communicated before proceeding
How to Request a Refund
Contact us:
Email: info@naturecarer.com.au
Phone: (03) 8773 4595 | 0468 146 637
Address: Unit 18, 820-828 Princes Highway, Springvale VIC 3171
We will:
- Acknowledge your request within 5 business days
- Aim to resolve within 20 business days
Refund Processing
Approved refunds are processed within 10–14 business days, using the original payment method where possible.
Complaints
If you are not satisfied, you may raise a complaint through our internal process. We are committed to resolving issues fairly and promptly in line with NETCC requirements.