Solar and battery questions, answered

Ordering, delivery and returns

Buying from Solar Superstore — each answer links to the page that governs it.

1. Do your prices include GST?

   Yes. Every price shown on this site is the full price including GST, and it's the price you pay. A tax invoice is issued with your order confirmation and shows the GST component itemised.

2. Do you charge a card surcharge?

   No. The card price is the advertised price. On orders over $5,000 you can choose bank transfer instead and receive a 1.5% discount, which reflects the card processing costs we avoid.

3. How much is delivery, and how long does it take?

   Freight is calculated against your postcode at checkout, based on the road distance from the distribution centre your order ships from. Transit times run from 2–4 business days close to a centre out to 10–18 for remote areas. The shipping and delivery page has the full table.

4. Do you install?

   Not on online orders — we supply goods only. Solar and battery equipment must be installed by a licensed electrician, and for grid-connected systems by a CEC-accredited installer. We can point you in the right direction; see installation.

   If you'd rather buy a complete installed system, that's a separate quoted service with its own contract — get in touch and we'll scope it.

5. What if something arrives faulty or damaged?

   Email sales@solarsuperstore.com.au as soon as you can with your order number and photos. We'll assess it and, if it's faulty or was damaged in transit, arrange a repair, replacement or refund under the Australian Consumer Law, including organising the return with you. The full process is on the returns and warranty page.

6. Can I return something I've changed my mind about?

   We don't accept change-of-mind returns, so please check specifications and compatibility before you order, and ask us if you're unsure. This doesn't affect your rights if a product is faulty, damaged or not as described. See returns and warranty.

7. Is the equipment CEC-approved?

   The panels, inverters and batteries we stock are Tier-1 brands on the Clean Energy Council approved product lists, which is what makes a system eligible for STCs and for most state incentive programs. If you're buying for a rebate-eligible installation and want that confirmed for a specific product, ask us before you order.

8. Why does my cart say items ship from different places?

   Stock sits across seven distribution centres and each line is matched to the nearest centre holding it. A two-product order can genuinely ship from two locations, which is why the ships-from city is shown per line rather than once for the whole order.

9. Part of my order is on backorder — what happens?

   You choose at checkout: ship what's available now and follow with the rest, or hold the order and ship it complete. We don't split an order without asking.

10. Do you sell to installers and businesses?

    Yes. Trade pricing is available on volume — see trade & wholesale. Note that consumer guarantees still apply to business purchases under $100,000 unless the goods are bought for re-supply.

11. Can I cancel an order?

    Yes, at no cost, until your order has been processed for dispatch, usually within one business day of payment. After that we can't cancel it. If we can't deliver within the timeframe we gave you, you can cancel for a full refund. Email sales@solarsuperstore.com.au as soon as possible.

12. How do I track my order?

    We email tracking details when your order is dispatched. See track your order.