Refund Policy
Legal disclaimer
Australian Upgrade Solutions's refund, return, and cancellation policies follow the guidelines of the Victorian Energy Upgrades (VEU) Program and Australian Consumer Law (ACL). Customers can return VEU products or services based on program terms, with cancellations allowed within a specified window. Refunds are available under the ACL for faulty, subpar, or misdescribed products, while change-of-mind refunds are offered as a goodwill gesture, not an obligation. By engaging in our services, customers agree to comply with these policies.
Refund Process
If you are seeking a refund or have an issue requiring resolution, please follow our Dispute Resolution process:
Lodge Your Formal Complaint
Acknowledgment of Complaint
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We will acknowledge your complaint within 5 business days via email. If you contact us by phone, we will provide a reference number for your case.
Resolution Timeline
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We will assess your complaint and aim to remedy it within 20 business days or sooner, wherever possible.
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If additional information is required, we will contact you promptly.
What are your rights?
If you are not satisfied with our remedy, you may refer your complaint to the following relevant authorities:
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Essential Services Commission (VEU Program): veu@esc.vic.gov.au | 03 9032 1300
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Australian Competition & Consumer Commission (ACCC): 1300 302 502
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Consumer Affairs Victoria: 1300 558 181
We value your feedback and are committed to resolving any concerns promptly and fairly.