Policies
The full terms that apply when you buy from us, our privacy and cancellation policies, and exactly how a warranty claim is lodged, assessed and resolved.
SunquestSolar.net and Sunquestsolar.com.au are owned and operated by Sunquest Energy Pty Ltd, trading as Astrion Energy. All quotes, contracts, invoices and warranties issued through this website are entered into with Sunquest Energy Pty Ltd (“we”, “us”, “our”). References to Sunquest Solar or Astrion Energy on this site mean the same legal entity.
A quote is an offer to supply the specific equipment listed in it, at the price listed, for the validity period shown on the document (30 days unless stated otherwise). A contract is formed when you accept the quote in writing and we confirm acceptance. Verbal variations are not binding until confirmed in writing.
Prices shown on quotes are net of any small-scale technology certificate (STC) discount and any battery discount you qualify for, and we show the pre-discount price alongside. If the certificate value or your eligibility changes before installation, we will tell you in writing and you may cancel without penalty.
Quotes are prepared from the information you give us, imagery and, where possible, a site assessment. If site conditions found at or before installation require extra work — switchboard upgrades, asbestos handling, rusted or fragile roof sheeting, non-compliant existing wiring, difficult access, meter or network requirements — we will issue a written variation with the additional cost before doing the work. You may accept the variation or cancel and receive a refund of amounts paid less any costs reasonably incurred.
Any deposit is stated on your quote and is held against equipment procurement. You have a 10-business-day cooling-off period from signing the contract, during which you may cancel and receive a full refund of your deposit. After the cooling-off period, cancellation refunds are net of costs we have genuinely incurred (for example, restocking, network application fees or attended site visits).
The balance is payable on practical completion of the installation. Third-party finance options may be available to eligible customers. Sunquest Energy Pty Ltd does not provide consumer credit or deferred payment arrangements and is not the credit provider. Finance is voluntary and subject to the relevant finance provider's eligibility requirements, credit assessment, approval, fees, charges and terms and conditions. Customers may choose to pay the outright purchase price or arrange their own finance. We align our practices with the New Energy Tech Consumer Code (NETCC) and do not require full payment before installation.
Installation is carried out by SAA-accredited installers and licensed electricians to AS/NZS 5033, AS/NZS 4777 and AS/NZS 3000. Title in the equipment passes to you on payment in full; risk passes on completion of the installation. You are responsible for obtaining any owners corporation, landlord or heritage approval required for the works.
Grid connection, meter reconfiguration and any export limit are set by your Distributed Network Service Provider and retailer, not by us. We lodge the application on your behalf, but approval timeframes, export caps and feed-in tariffs are outside our control and are not warranted by us.
Any generation, savings, bill-reduction or payback figure we give is a modelled estimate based on your stated usage, tariff and site. It is not a guarantee. Actual results vary with weather, shading, consumption behaviour, tariff changes and equipment availability.
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law. Subject to that, our liability for a breach of any non-excludable guarantee in relation to goods or services not of a kind ordinarily acquired for personal, domestic or household use is limited, at our option, to replacing or repairing the goods, resupplying the services, or paying the cost of doing so.
We collect your contact details, address, energy usage and roof imagery only to design, quote, install and support your system, and to lodge certificate and network applications. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We do not sell your data to third parties. You can request access to, or correction or deletion of, your information by emailing admin@sunquestsolar.net.
We do not doorknock, we do not use pressure closing tactics and we do not run “today only” pricing. If you receive marketing from us you can opt out at any time using the unsubscribe link or by contacting us directly.
These terms are governed by the laws of New South Wales, Australia, and the courts of that state have non-exclusive jurisdiction. If any term is unenforceable, the remainder continues to apply.
From signing the contract, our typical turnaround to installation is 2–6 weeks, subject to grid connection approval from your Distributed Network Service Provider and product availability. We will keep you informed of progress, including any delay caused by network application timeframes or stock constraints, and will not schedule installation until the equipment and approvals are confirmed.
A solar system carries several separate warranties. Your contract states the actual term for each item on your job — we never quote a longer term than the manufacturer publishes.
Covers our installation work — mounting, penetrations, waterproofing, cabling, isolators and labelling. Term is stated on your contract (commonly 5–10 years). Handled by us directly.
Product warranty covers manufacturing defects; performance warranty covers output falling below the manufacturer's published degradation curve. Terms vary by brand (typically 15–30 years product, 25–30 years performance).
Manufacturer product warranty, commonly 5–12 years, sometimes extendable at purchase. Most inverter faults are diagnosed remotely by monitoring before any site visit.
Capacity-retention warranty stated as a percentage of usable capacity retained over a term or throughput (for example, 70% at 10 years). Conditions on cycling, temperature and firmware apply.
Step 1 — Tell us
Email admin@sunquestsolar.net or call 1300 404 510 with your address, the approximate install date, the item you believe is faulty and any error code, app screenshot or photo. Please keep using your system safely unless it is unsafe — if you smell burning, see damage or hear arcing, switch off the AC and DC isolators first and tell us immediately.
Step 2 — Acknowledgement
We acknowledge your claim within 2 business days, open a case reference and pull your job file: serial numbers, invoices, compliance certificate and monitoring history.
Step 3 — Remote diagnosis
Where the system is monitored, we review generation, fault and battery data remotely and attempt firmware or configuration fixes first. Many inverter and battery faults are resolved at this stage within a few days and at no cost.
Step 4 — Site attendance
If remote diagnosis is inconclusive, we book a licensed electrician to attend and test on site, usually within 10 business days depending on your location. We tell you in advance whether any attendance fee applies (it does not apply to valid in-warranty faults).
Step 5 — Manufacturer lodgement
For a confirmed equipment fault we lodge the claim with the manufacturer or its Australian distributor with the test report, serials and photos. We manage that process for you — you do not have to chase the manufacturer yourself. Manufacturer assessment typically takes 5–20 business days.
Step 6 — Repair or replacement
Once approved, we repair or replace the item with the same model or the nearest current equivalent, and reinstall and recommission it. You receive an updated compliance record where required. Replacement parts carry the balance of the original warranty term.
Step 7 — Escalation
If you are not satisfied with the outcome, ask for it to be escalated to management in writing. If it is still unresolved, you can take the matter to your state consumer affairs or fair trading body, or the relevant energy ombudsman.
These exclusions do not limit your rights under the Australian Consumer Law. See your consumer rights.
SunquestSolar.net and Sunquestsolar.com.au are owned and operated by Sunquest Energy Pty Ltd, trading as Astrion Energy. Both websites operate under the same terms, policies and warranty process set out on this page.
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