Terms and Conditions

Product Service Guarantee Terms and Conditions

Limited Product Service Guarentee

Solar Support Plus is a product service guarantee provided by the Trustee for Cottonwood Grove Pty Ltd, which provides the management of product support sold through its agents.  This product service guarantee only applies to the solar systems identified by way of panel and inverter serial numbers and their ancillary electrical items to be free from defects as installed under normal application, use, service and weather conditions for a period of five years (60 months) from the first date of the original installation.

If the solar system malfunctions or becomes inoperative due to defective components during the five years of the product service guarantee, Solar Support Plus will provide the necessary services to determine the cause of the defect and resolve the defect through re-performance or replacement of the defective component, as, and to the extent, covered by the component manufacturer’s warranty. This limited product service guarantee, maybe transferred from the original solar system owner for the remainder of the product service guarantee term of five years, provided that the solar system is not moved, altered or relocated from its original installed location and that the new owner has confirmed their acceptance of the transfer, including any future payments, in writing.

Product Service Guarantee Exclusions

If in Solar Support Plus’s sole judgement, the solar system has been subjected to misuse, neglect or accident, or has been damaged through abuse, alteration, failure to follow the solar provider’s, solar installers or the components’ manufacturer’s operation or maintenance instructions, or repaired by a third party other than a Solar Support Plus accredited solar electrician or its authorised dealers/installer, this product service guarantee will be void.

This product service guarantee does not cover damage due to acts of nature, power failures, lightning, fire, flood severe weather, hailstorms, hail stones, insect and/or pest infestation including birds or any other events reasonably beyond the control of Solar Support Plus. Transportation costs for the return of components or for the shipment of any repaired or replaced components are not included in the Solar Support Plus Product Service Guarantee and if not met under the manufacturer’s warranty, will be billed to the Solar Support Plus Client.

The Product Service Guarantee requires the owner of the solar system to have a safety inspection carried out by a qualified CEC (Clean Energy Council) Accredited installer during year 3 from the date of installation. The owner must provide a copy of the invoice for the safety inspection to Solar Support Plus via email to inspections@solarsupportplus.com.au or by letter posted as either registered, certified or express post to Solar Support Plus, Product Service Guarantee Claims Office, Cottonwood Grove Pty Ltd, PO Box 476, Goulburn NSW 2580. FAILURE TO PROVIDE EVIDENCE OF THE SAFETY INSPECTION WILL RESULT IN THE TERMINATION OF THE MEMBERSHIP AND BENEFITS OF SOLAR SUPPORT PLUS AND THE PRODUCT SERVICE GUARANTEE.

Limitations of Warranty and Liability

Solar Support Plus makes no warranties whatsoever regarding the component parts of the solar system. However, Solar Support Plus does assign the system owners all the manufacturer’s warranties for the component parts of a solar system; to the greatest extent such warranties are assignable. 

Damage to persons or property or other loss or injuries resulting from defects in the solar system or use thereof are not the responsibility of Solar Support Plus. The Trustee for Cottonwood Grove Pty Ltd, through Solar Support Plus is indemnified and is not liable for any indirect, special, incidental or consequential damages of any nature, whether based on contract, tort or other legal theory including, without limitation, loss of energy production generation and/or interruption costs, business interruption costs, removal and/or reinstallation costs, re-procurement costs, loss of profit or revenue, loss of data, promotional or manufacturing expenses, overhead charges, injury to business reputation or loss of customers, even if Solar Support Plus and its owners have advised of possibilities of such damages. Some States do not allow the exclusion or limitation of incidental or consequential damages. Should this be the case, parts of the above limitation or exclusion may not apply to you. In all cases, the Trustee for Cottonwood Grove Pty Ltd’s total liability will be limited to the price of services performed by Solar Support Plus to rectify the defective solar component only. NO IMPLIED STATUTORY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE SHALL APPLY TO SOLAR SUPPORT PLUS’S PRODUCT SERVICE GUARANTEE.

Product Service Guarantee Claims Procedure

Claims under this Product Service Guarantee will be considered provided that Solar Support Plus or its agents are permitted by a commercially reasonable opportunity to examine and analyse the components claimed to be defective and require specific details in writing and photos describing and showing defective components. Claims are to be submitted either online at www.solarsupportplus.com ; by email to claims@solarsupportplus.com; by phone on 1300 763 835 or by letter posted as either registered, certified or express post to Solar Support Plus, Product Service Guarantee Claims Office, Cottonwood Grove Pty Ltd, PO Box 476, Goulburn NSW 2580, within 14 business days for metropolitan areas, following the discovery of any defect covered by this Product Service Guarantee.

Workmanship Warranties

In case of any physical damage to property during the replacement of any defective solar component, the responsibility to the customer or any third party lies solely with the Installation Company and/or contractors or subcontractors performing the replacement of any defective solar component.

Solar Support Plus will manage the claims process and Solar Support Plus will coordinate with the Installation Company and/or contractor or subcontractor to respond to make good and rectify the physical damage.

Workmanship undertaken by the original Installation Company and/or contractor or subcontractors is not covered by the Product Service Guarantee.

A Division of the Trustee or Cottonwood Grove Pty Ltd ABN 59865387863 PO Box 476 Goulburn NSW 2580

1300 763 835   www.solarsupportplus.com.au

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