Refunds & Returns Policy
This Refunds & Returns Policy applies to products and services supplied by E² Energy, operated by Everything Electric Pty Ltd, including heat pump hot water systems, solar systems, battery systems, EV chargers, electrical products, energy efficiency products and related installation services.
1. Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a remedy if a product or service does not meet the consumer guarantees. Depending on the issue, this may include a repair, replacement, refund, reinstallation, cancellation of the service, compensation, or another remedy required by law.
Nothing in this policy limits your rights under the Australian Consumer Law.
2. Change of mind
Please choose carefully before placing an order.
We do not offer refunds or returns for change of mind once a product has been ordered, delivered, installed, customised, allocated to your job, or where installation work has commenced.
This includes where you decide you no longer want the product, find a cheaper price elsewhere, change your mind about the system size or product selected, or no longer wish to proceed for personal reasons.
Before installation, we may agree to cancel an order at our discretion. Where we agree to cancel an order, we may deduct reasonable costs already incurred, including supplier charges, delivery fees, assessment costs, booking fees, administration costs, restocking charges, site inspection costs, design work, permit or application costs, and any other third-party costs incurred in preparing for your installation.
3. Custom, special order and allocated products
Some products may be ordered, reserved, customised, configured or allocated specifically for your property or project.
These products may not be returnable for change of mind, especially once ordered from a supplier, delivered to site, installed, registered, connected, commissioned, or used as part of a rebate or certificate claim.
4. Faulty products or installation issues
If you believe a product is faulty, damaged, unsafe, incorrectly installed, or not operating as expected, please contact us as soon as possible.
We may need to inspect the product, review installation records, speak with the manufacturer, arrange a technician, or obtain further information before confirming the appropriate remedy.
Where the issue is covered by Australian Consumer Law, manufacturer warranty, installation warranty, or workmanship warranty, we will provide an appropriate remedy. This may include repair, replacement, reinstallation, refund, compensation, or another remedy required by law.
Please do not remove, alter, uninstall, repair, replace, or arrange third-party work on the product or system without first contacting us, unless urgent action is required for safety reasons. Unauthorised work may affect our ability to assess the issue and may affect warranty coverage.
5. Installed products and systems
Once a product or system has been installed, it is generally not returnable unless required under Australian Consumer Law.
Installed products may be connected to plumbing, electrical wiring, solar equipment, battery equipment, switchboards, inverters, monitoring systems, grid connection equipment, pipework, brackets, mounting equipment, or other property-specific infrastructure.
Because of this, installed products usually cannot be returned in new, unused, resaleable condition.
6. Delivery damage
If a product is delivered before installation and appears damaged, please notify us as soon as possible.
Please do not install, use, alter, move, dispose of, or attempt to repair a damaged product unless we confirm it is safe and appropriate to do so.
We may request photos, delivery details, packaging evidence, serial numbers, or access to inspect the product.
7. Rebates, certificates and upfront discounts
Some products or systems advertised on our website may include an estimated rebate, certificate value, government incentive, scheme discount, or upfront discount.
This may include, but is not limited to, STCs, VEU discounts, Solar Homes rebates, battery incentives, hot water rebates, solar incentives, energy efficiency incentives, or other federal, state, territory or scheme-based programs.
Any rebate, certificate value, incentive or discount is subject to eligibility, product approval, site suitability, installation requirements, customer declarations, required documentation, scheme rules, available funding, and final validation by the relevant scheme administrator, accredited provider, liable entity, certificate aggregator, regulator or government body.
A quoted rebate, certificate value, incentive or discount is not guaranteed until eligibility has been confirmed and all required documents have been completed, accepted and validated.
If the rebate, certificate value, incentive or discount is reduced, rejected, unavailable, delayed, or no longer applicable before installation, we will notify you. You may then choose to proceed at the revised price or cancel the order before installation.
Where a rebate, certificate value, incentive or discount has been applied as an upfront discount, you agree to provide accurate information and complete all reasonable documents required to support the claim.
If false, incomplete, inaccurate or misleading information is provided by you and this causes the rebate, certificate value, incentive or discount to be rejected, cancelled, reduced or clawed back, we may require payment of the amount that was originally deducted from the price.
8. Site suitability and required works
All products and systems are subject to site suitability.
This may include property access, roof condition, roof space, roof orientation, shading, switchboard condition, electrical capacity, plumbing condition, drainage, clearances, wall space, internet connectivity, meter configuration, network requirements, grid connection approval, product location, safety requirements, and applicable laws, codes and standards.
If we determine before installation that your site is not suitable, we may cancel the order and refund amounts paid, less any reasonable costs already incurred.
If additional work is required to complete the installation safely or compliantly, we will let you know before proceeding where practicable. Additional charges may apply.
9. Network, grid and third-party approvals
Some products and systems may require approval, cooperation or action from third parties, including electricity distributors, retailers, metering providers, inspectors, regulators, government bodies, certificate aggregators, accredited providers, landlords, owners corporations or building managers.
We are not responsible for delays, rejections or additional costs caused by third-party approval processes, site restrictions, network limitations, metering issues, unsafe existing infrastructure, or information provided by third parties.
Where approval is refused or additional work is required, we will discuss your options with you.
10. Manufacturer warranties
Products supplied by us may include manufacturer warranty coverage.
Manufacturer warranties operate in addition to your rights under Australian Consumer Law and do not replace or limit those rights.
We may assist you with warranty claims where the product was supplied or installed by us.
11. Refund timing
Where a refund is approved, we will process it using the original payment method where possible.
Refund processing times may vary depending on your bank, card provider, payment platform, finance provider, or payment method.
12. How to request a return, refund, repair or warranty assessment
To request assistance, please contact us with:
- your full name;
- installation address;
- order or invoice number;
- product details;
- photos or videos of the issue, where relevant;
- serial numbers, where available;
- a description of the problem; and
- your preferred contact details.
Email: hello@e2energy.com.au
Phone: 1300 943 605
We will review your request and respond within a reasonable time.
