Terms & Conditions

1. The agreement

These terms apply when you accept a Sunline quote for the supply and installation of a heat pump hot water system. Together with your written quote, they form the whole agreement between us.

Nothing here limits your rights under the Australian Consumer Law. Where these terms conflict with those rights, the law wins.

2. Quotes and pricing

• Quotes are valid for 30 days unless we say otherwise in writing.
• Prices shown on the site are indicative installed prices for standard Victorian installs with rebates already deducted, based on the replacement scenario you select.
• A standard install assumes a like-for-like swap in an accessible location, existing compliant power within reach, and no asbestos, structural work or crane access.
• Non-standard work (long pipe runs, new circuits, tempering valve upgrades, slab or plinth work, difficult access, removal of asbestos) is quoted separately and confirmed before we start.
• If a site inspection uncovers something the quote didn't cover, we'll tell you the extra cost first. You can accept it or walk away with your deposit refunded.

3. Rebates and certificate assignment

Advertised prices assume you qualify for the rebates listed on the quote — the Solar Victoria hot water rebate, federal STCs, and Victorian VEECs.

• By accepting the quote you assign the right to create STCs and VEECs for your install to Sunline or our nominated agent, in exchange for the discount already applied to your price.
• You are responsible for the accuracy of eligibility information you give us (ownership, property value, income declarations, existing system type).
• If Solar Victoria or the scheme administrator declines a claim because the information supplied was inaccurate or eligibility criteria weren't met, the rebate amount becomes payable by you.
• Rebate values and scheme rules change. We use the values current at the date of your quote.

4. Payment

• A deposit may be required to lock in stock and a booking date; the balance is payable on completion of the install.
• We accept bank transfer and card. Card payments may attract a surcharge equal to our cost of acceptance.
• Title in the equipment stays with Sunline until payment clears in full. Risk passes to you on installation.
• Overdue accounts may attract interest and reasonable recovery costs.

5. Installation and your obligations

• You must own the property or have the owner's written permission for the work.
• You'll give us safe, clear access to the site, the switchboard and the existing unit on the agreed day.
• Someone over 18 should be home, or you can arrange access with us in advance.
• We'll leave the site tidy and remove the old unit for recycling where practical.
• All plumbing and electrical work is performed by licensed Victorian tradespeople and comes with the required compliance certificates.

6. Cancellations, changes and cooling off

• Where a cooling-off period applies under Victorian law for unsolicited or door-to-door sales, you may cancel within that period at no cost.
• You may cancel or reschedule a booked install with at least 3 business days' notice at no charge.
• Cancelling inside 3 business days, or a failed appointment because nobody was home, may attract a call-out fee to cover the crew and truck.
• If a product is discontinued or out of stock, we'll offer an equivalent or better unit, or a full refund of monies paid.

7. Warranty

Manufacturer warranties, our workmanship warranty and how to make a claim are set out in full on our warranty page.

8. Liability

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. To the extent permitted by law, our liability is limited to repairing or replacing the goods, resupplying the services, or paying the cost of doing so.

We aren't liable for loss caused by pre-existing defects in your plumbing, wiring or building fabric, by third parties, or by use of the system contrary to the manufacturer's instructions.

9. General

• These terms are governed by the laws of Victoria, Australia.
• Product images, specifications and running-cost estimates on this site are indicative and may vary with climate zone, usage and tariff.
• We may update these terms; the version that applies to your job is the one current when you accepted your quote.