Terms and Conditions

Welcome to Universe Solar! These Terms and Conditions (“Terms”) govern your use of our services and website, including any products, information, and content provided by Universe Solar (referred to as “we,” “us,” or “our”). By accessing or using our services, you agree to be bound by these Terms. Please read them carefully before proceeding.

Time Frame

Universe Solar endeavors to complete our installations within 3 to 6 weeks from the date the deposit is paid. Installation time frames my change due to unknown or unforeseen events like weather and natural disasters.

Complaint procedure,

At Universe Solar, we are committed to providing our customers with exceptional service and top-quality solar solutions.

However, we understand that there may be instances where you may not be completely satisfied with our services or products. We value your feedback and take complaints seriously.

To ensure your concerns are addressed promptly and efficiently, we have established the following complaints and process procedure:

Lodging a Complaint:

Customers can lodge a complaint by contacting our customer service department through one of the following channels:

Phone: 01300 363 178

Email: [email protected]

In-person visit to our office: Shop 4 Ashmore Plaza 160 Cotlew Street QLD 42142

Providing Complaint Details:

When lodging a complaint, customers should provide detailed information such as: Name Contact information Nature of the complaint Relevant documentation or evidence (if applicable) and your preferred resolution.

Acknowledgment of Complaint:

Upon receiving a complaint, Universe Solar will acknowledge receipt with a response within 15 business days via the same communication channel used by the customer. if for any reason we are unable to find a resolution to the issue presented within this tine frame Universe solar shall contact the customer with an update and explanation.

Universe Solar aims to have a resolution to all complaints made within 25 business days of the receipt of the complaint unless Universe Solar and the customer have agreed to a further extension.

Investigation and Resolution:

Our customer service team will thoroughly investigate the complaint to understand the issue and determine an appropriate resolution. Depending on the complexity of the complaint, the investigation process may involve: Reviewing relevant records or documentation Contacting the customer for additional information Consulting with relevant departments or personnel.

Escalation information:

If you are unsatisfied by the response, outcome or communication and would like to escalate your complaint,:

Office Of Fair Trading

Upper Plaza, 33 Charlotte St, Brisbane City QLD 4000

Contact Number: 137468

NSW Fair Trading

4 Parramatta Square

12 Darcy Street

Parramatta NSW 2150

Contact Number: 133220

Contact information of the Manufactures of your product in the case you need to peruse your Consumer guarantee rights under the Australian Consumer Law:

Solar Panels :

Jinko Solar Australia Holdings Co Pty Ltd.

2A 152 Marsden Street Parramatta NSW 2150

Contact Number: 1300 326 182

Email: [email protected]

AXITEC Energy Australia Pty Ltd

213 Greenhill Road Eastwood SA 5063

Contact Number: +61 (0) 408 809 827

Email: info(at)axitecsolar.com

Solar Inverters:

Fronius Australia Pty Ltd

90-92 Lambeck Dr, Tullamarine VIC 3043