Shipping and Returns Policy
Delivery
All parcels under 20kg (in weight or cubic weight equivalent whichever is greater) and/or shorter than 1 meter will be shipped using Australia Post registered mail. Insurance is mandatory and included in postage costs for items over $100. All parcels above 20kg and/or longer than 1 meter will be sent using a courier company of our choice. All parcels cannot be sent to a PO Box address as a signature is required on delivery. Goods are shipped once payment is received in full. If you are unable to unload the goods at your end due to their size, please contact us for a quote for a tailgate truck fee.
We strongly advise all customers that they provide a delivery address where someone is available to sign for the goods during business hours. All courier companies will attempt delivery of your goods once. If no one is home when delivery is being attempted, a note will be left in your letter box.
Rolasolar is not responsible for second deliveries. All second deliveries need to be directly organised with the courier company and paid for before goods are delivered. Rolasolar has no control over goods once they depart our premises; insurance is included in the shipping amount advised. Once the item has left the premises we are unable to provide exact delivery date or times. We cannot guarantee that courier's will contact you prior to delivery. However all tracking details are forwarded via email upon dispatch and customers are welcome to contact the relevant freight company, or we are happy to attend to any queries you may have.
Combined Postage
Where possible, a discount is offered off the postage cost of any additional items purchased the same day of the initial purchase. In order to benefit from combined shipping, please make payment for the combined purchase at the same time.
Pickup
Rolasolar is happy to offer pick-up from our Forest Lake Qld holding/service facility if the item is in stock at our facility, please confirm item is onsite for pick up before purchase. Note Rolasolar fulfills orders from stock in the following locations:
- Onsite Forest Lake QLD,
- Supplier warehouses in the Brisbane region,
- Direct to customer from OEM Factory, and
- Supplier Warehouses in Melbourne VIC.
Please contact us to organised a pickup time and date. The preferred method of payment is by processing your order through the Rolasolar website and selecting pick up as your postage option. Payment can be processed by card or cash on pick-up if required.
Customer Service
RolaSolar’s office hours not fixed, please contact us as visits are by appointment only. We can be contacted by phone on (07) 3879 2991 or via email at billing@rolasolar.com.au . Please refer all technical questions to Dave on 0411 090 774. Rolasolar may not be contactable during weekends and public holidays, please leave a message and we will call you back. Though we will endeavour to answer queries about products for sale over weekends, freight queries may have to be addressed during normal business hours.
Warranty
Rolasolar warrants that all manufactured solar awning kits shall be free from defects in material or workmanship, for a period of 2 Years. All off the shelf products or individual components used in our kits are subject to its manufacturer's warranty period (this period ranges from 1 to 5 years). Please refer to each manufacturer’s specification sheets for details.
Please note: buyers must return defective items before a replacement unit will be sent out, and buyers are responsible for sending the defective item back to us at their own cost. All returns must be shipped with tracking information and the item must be in original packaging with all original accessories included. Defects that occur within this warranty period, under normal use and care, will be repaired or replaced at our discretion, solely at our option with no charge.
Returns
For dead on arrival (DOA), damaged items or wrongly supplied items, customers must notify Rolasolar within 3 days of receipt of goods.
Return shipping cost of the replaced/repaired unit will be at our cost.
Please note: This warranty does not cover any defect caused by:
- Improper transportation and delivery (covered by carrier).
- Tampering or attempted repair by a person not authorized by the manufacturer.
- Improper installation, use or operation.
- Non-compliance with manufacturer product operating instructions.
- This warranty does not cover normal wear and tear of the product or parts.
The following information is required for us to identify the sale and process the claim. Please retain original packaging for transportation purposes.
1. Invoice number
2. Contact details
3. A brief description of the claim
Send your queries to our contact page, email or call us. Please allow 72 hours for claims to be processed. Rolasolar does not offer refunds for change of mind and all purchases are final. Please do not bid/purchase our products if you cannot agree to this policy.