Refund policy

evercoolvents.com.au · ABN 45 695 162 693

Effective date: 14 October 2026

Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies the consumer guarantees you're entitled to under the Australian Consumer Law (ACL). Where goods fail to meet a consumer guarantee — for example, a major fault — the ACL gives you rights that can't be contracted out of, regardless of anything else stated below. This policy sets out how we handle returns and refunds in the ordinary course of business, on top of those statutory rights.

Change of Mind

We don't offer refunds or exchanges for change of mind. Because our products are sold as individual units for roof installation, once an order is placed we're not able to accept it back into stock. Please check the product specifications, roof compatibility, and the Bushfire Attack Level (BAL) restriction below carefully before ordering.

Once Installed

Once a unit has been installed — whether DIY or through our installation booking service — it can no longer be returned for change of mind, for any reason. This applies regardless of how long ago it was installed. A faulty unit is still covered under warranty (see below).

Faulty or Warranty Items

Evercool SolarVent units carry a 2-year warranty on the motor and a 5-year warranty on the solar panel from the date of purchase.

If you believe your unit is faulty:

  1. Contact us at info@evercoolvents.com.au or call us on (02) 8766 4303, with your order number or proof of purchase and a description (and photos/video where possible) of the fault.
  2. If a warranty claim is approved, the unit must be shipped back to us at the customer's cost. We recommend using a tracked shipping method, as we aren't responsible for items lost or damaged in transit back to us.
  3. We will repair or replace the unit as the first remedy. A refund will only be offered where the fault can't be repaired or a replacement isn't available.
  4. Where a fault amounts to a major failure under the ACL, you're entitled to choose a refund or replacement yourself — the process above is our standard approach for non-major faults.

Warranty exclusions. The warranty does not cover: damage from incorrect or non-compliant installation; units installed in a declared Bushfire Attack Level (BAL) zone, where roof vents are not permitted and installation is the customer's responsibility to confirm is not prohibited in their area; unauthorised modification or repair attempts; normal wear and tear; or damage caused by severe weather events, pests, or external impact.

Damaged in Transit

If your order arrives damaged, contact us within 48 hours of delivery with photos of the damage and the packaging. We'll arrange a replacement or refund at no cost to you — this is different from a warranty claim and you won't be asked to cover return shipping for a transit-damaged item.

Installation Booking Service

Where you've paid online for our installation booking service (we connect you with a local, independent installer — not an Evercool employee):

  • Before an installer has been assigned to your job: full refund available if you cancel.
  • Once an installer has been assigned: no refund, as we've committed a tradesperson's time to your job at that point.
  • Once installation is complete: no refund. Any issue with the quality of installation workmanship is a matter between you and the installer, not Evercool; product faults remain covered under the warranty terms above.

How Refunds Are Paid

Approved refunds are paid to the original payment method within 5–10 business days of approval. Proof of purchase (order number, receipt, or bank/card statement showing the transaction) is required for all returns and warranty claims.

Contact

Evercool ABN 45 695 162 693
Email info@evercoolvents.com.au
Phone (02) 8766 4303

This policy is governed by the laws of New South Wales, Australia.