If you decide you want to return an item for any reason within 30 days after receipt of your order, please submit a ticket with your order number and a photo of the item in its original packaging, and we will send you instructions on how to process the return.
Please note: You as the customer will be responsible for paying the return shipping costs of the item(s) of your order and on some items up to a 15% restocking fee applies.
Once your return item(s) have been received and inspected at our warehouse(s), usually within 7 days, we will send you an email notification that we have processed your return payment, via the same purchasing method.
*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution center in "Like New" condition and must contain all original packaging and accessories intact.
"Like New" means that the items you ordered must not show any visual signs of wear. If items are returned with visual signs of wear, or have any issues due to use, will not be accepted and no refund will be given.
If you decide you want to return your order, please submit a ticket and we will take it from there.
We want to make this as simple of a process as possible for you.
Cancellations and Change of Mind
If you would like to cancel an order, please email or call our customer service team immediately to help avoid payment processing fees and/or return shipping fees.
Once we confirm the item is in stock, we proceed to processing your order and payment (known as payment capture).
If you choose to cancel an order due to a change of mind (including incorrect selection or no longer requiring the product), we may deduct non-recoverable payment processing fees and delivery fees from your refund, incurred by us after processing Credit Card/Paypal payment capture and dispatch of goods.
These fees are charged to us (the merchant) by our freight partners and payment providers, and are not refunded to merchants when a transaction is reversed. As such, any refund issued will be less these processing costs, typically 1.75% for Mastercard and Visa, 2.9% for American Express and 3% for Paypal payments.
While we aim to remove risk where we can, we need to take these measures to cover our base operating expenses.
Please note, this is the actual cost to us, nothing more.
Thank you for your understanding.
Note: Direct Bank Deposit payments will be refunded in full on goods that have not yet been dispatched/delivered.
A standard 15% restocking fee may apply on goods that have been dispatched/delivered.
Orders cancelled after items have shipped will follow our 30 Day Return policy and will also be subject to return shipping costs or handled directly by the purchaser.
Goods are to be inspected upon delivery. Buzz Energy Systems must be notified within 7 days of receipt of goods, of missing items unless contained within another product such as a manufacturer supplied accessory, not immediately apparent by initial inspection. Outside of this 7 day window, orders are deemed to be fulfilled with items received in good order and at the quantities required.
Damages
If damage is visible at handover, note it on the delivery docket before you sign, and photograph it before the goods are moved.
Packaged and palletised goods often cannot be checked properly at the kerb. Unpack and inspect them as soon as possible, and submit a ticket with photos as soon as you find any damage.
Photos should show the outer packaging, the damaged product, and where possible what caused the damage.
We will pay for shipping defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorised by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Warranty Claims
Where the fault has not been diagnosed yet, we will confirm the details with the manufacturer or supplier, then arrange and pay for collection of the unit. It is then tested. If a fault is confirmed, you will be sent a replacement unit or given a refund, and you pay nothing for freight.
If no fault is found, the unit is working, so there is nothing to replace or refund, and the choice is yours. We can send it back to you, in which case you cover the freight both ways, being our collection and the return trip, invoiced before it is sent. Or, if you are still inside the 30 day window and would rather not keep it, the 30 Day Return policy above applies instead, with the freight we have already paid deducted from your refund along with any restocking fee. That policy requires "Like New" condition, so an installed unit will not usually qualify.
Solar panel claims are a special case. Please contact us before the panel is taken down, because removal damage cannot be told apart from the original fault and a panel that has already been removed cannot be assessed.
See our Product Warranty page for the full detail.
Goods You Collect or Carry Yourself
Other Return Policy Notes:
- If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions or in the product-specific return information.
- Products that are specified as certified pre-owned or used are ineligible for a return
- Buzz Energy Systems only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one time use or temporary use" are not eligible for return under any circumstances. This includes but is not limited to: Orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies or orders that are purchased by trade show facilitators.