As part of our commitment to providing the best possible service to our customers, we record all telephone calls answered in our contact centres. This helps us to identify ways that we can provide you with a better service.

We record calls:

For staff training purposes, helping us to improve the quality of our customer service and to ensure the information we provide is consistent and accurate.

So we can find ways to simplify our service to you.

To ensure we have an accurate record of your call which may be needed to support any transactions that take place over the phone and/or if there is a dispute.

We understand your personal information is important and we are committed to protecting your privacy. We store the recordings securely for a minimum of seven years after the date of the call and destroy them after this period. You can request access to and correction of the personal information we hold about you. To access or update your personal information, please call us on 0800 11 66 55.

To be eligible you must have an installed solarZero energy service at your home.

You will receive a $1000 payment into the account that solarZero Limited currently direct debits your monthly solarZero energy services fee from.

This Refer-a-Friend payment is made upon completion of the solarZero installation of your friend or family’s solarZero energy service.

The referral must be made via mysolarZero using your unique code or share URL, or by referencing referral as the lead source as entered and tracked by the solarZero sales specialist.

The referral will go through the standard solarZero validation process.

You can track your referrals on the webpage http://my.solarzero.co.nz/refer, the URL is subject to change and you will be notified of any changes.

It is up to the receiver of the cash payment to declare any tax on this payment, solarZero Limited bears no responsibility for this.

The $1000 referral payment is valid from 1 December 2021. For referrals that were in progress prior to 1 December 2021, you will receive the $500 referral fee.

The promotional terms are subject to change.

This website is owned and operated by solarZero Limited. If you wish to contact us please phone us on 0800 11 66 55, or email customercare@solarzero.co.nz.

solarZero has primary responsibility for the customer’s order, information, payment and privacy. Panasonic is the distributor and supplier to solarZero. All customer contact, other than to arrange delivery of the product, is with solarZero.

Ordering goods and services from us

When you place an order with us, you are making an offer to buy goods or services. An order is placed on our website via adding a product to the shopping cart and proceeding through our checkout process. The checkout process includes giving us delivery and any other relevant details for your order eg. entering payment information and submitting your order. The final step consists of a confirmation page with full details of your order, which you are able to print as a receipt of your order

We do not supply trade quantities and reserve the right to limit the number of an item customers can purchase in a single transaction.

We will send you an email to confirm that we have received and accepted your order, which indicates that your order has been accepted and you may not cancel it.

We will take payment from you when you submit your order and it is accepted by us.

Customers can place an order online using their credit card via our secure payment gateway (Stripe)

If a product is on backorder solarZero will liaise with the customer and confirm if they are happy to wait for the item, or if they require a refund. 

Once processed the customer order will go to Panasonic to be processed for delivery.

Refusing or cancelling orders

In the unlikely event that the goods or services ordered are no longer available we reserve the right to refuse or cancel an order.

We reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to be placed for commercial purposes, e.g. any kind of reseller. We also reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to have been placed fraudulently.

While we endeavour to ensure that the price and description of goods or services are accurate if there is an error in the process of listing a product or service on our website or a technical error in the processing of your order we reserve the right to refuse or cancel the order.

Our right to cancel orders applies to orders that have been accepted.

Pricing

All prices listed on the solarZero store are in New Zealand dollars and are inclusive of GST. Please note that we reserve the right to alter prices on our websites at any time for any reason.

The discounted mysolarZero members-only price is reserved for logged in mysolarZero customers only. The website will display your discount based on the typical RRP. Where an RRP is not available for an item, the RRP will be calculated from an approximate average selling price in the market.

Delivery

At this time, we only deliver to New Zealand addresses

Delivery areas exclude The Chatham Islands and Stewart Island

Delivery to a residential site is for metropolitan areas only. Rural deliveries will be to the closest distribution centre, where it is the responsibility of the customer to then pick up their order.

Delivery is FREE to the above delivery addresses.

The average delivery lead time is between 5-10 business days, however, sometimes your order may be able to be delivered earlier than this.

The Panasonic carrier will contact the customer prior to the delivery to notify them of the day and delivery window that their order will be delivered in.

Delivery is Monday to Friday, 9-5pm only.

The customer must be on-site to accept delivery within the agreed window. If the customer is not on-site, then the customer may be charged for redelivery.

Delivery is to the ground floor only.

There is no installation and no removal of rubbish or older products.

Returns & Refund Policy

For any faults or returns please contact solarZero 0800 11 66 55, or email customercare@solarzero.co.nz.

Return Authority Number

In all cases, with the exception of warranty service, product being returned have a Return Authority Number (RA) issued for it. Products returned without a Return Authority Number (RA) will not be accepted for collection by our transport agents or processed until relevant information is received.

Requesting a Return Authority Number (RA)

To obtain an RA number please contact solarZero on 0800 11 66 55, or email customercare@solarzero.co.nz. To assist in issuing a RA number in a timely manner, please have the following information ready:

Model and serial number

Order number

Reason for return

If the product is faulty a description of the fault is required, terms such as “No go”, “Dead”, or “Faulty” offers no assistance and can result in delays in service or the issuing of a refund.

Please note that the issuing of an RA number (RA) is to facilitate returns processing and DOES NOT MEAN A REFUND will be automatically passed.

Goods Damaged in Transit or Delivered in Error

If any goods arrive damaged or are delivered in error, please contact solarZero on 0800 11 66 55 or email customercare@solarzero.co.nz within 24 hours of delivery. Panasonic New Zealand Ltd. will arrange to have the damaged or incorrect item returned and either repair or replace the goods or refund the price to you, at its election. Damaged goods must be returned in the condition received by you with all original packaging, together with all packing slips. A product being returned due to damage, duplication, incorrectly ordered etc. must be returned unopened within a 21 day period after receipt.

Change of Mind

Please choose carefully as we do not have to provide a refund if you have changed your mind about a particular purchase.

Consumers Guarantees Act

Under the Consumer Guarantees Act 1993 (‘CGA’), you have guaranteed legal rights for goods (and services) you buy.

Consumer guarantees ensure that:

The goods are of acceptable quality, such that the goods:

do what they are made to do

are free from minor defects

are safe and durable and

are acceptable in appearance and finish

The goods are fit for a particular purpose as described by us.

The goods match the description accompanying the product.

The goods correspond with any sample or demonstration model where the goods are supplied by reference to such sample or model.

If the goods (or services) we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a solution.

The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.

Minor Failure

If the goods (or services) we supply do not comply with a consumer guarantee but can be remedied within a reasonable time, we will either repair the goods or replace the goods with goods of identical type. If we cannot repair or replace the goods within a reasonable time, we will refund your purchase.

Major Failure

A ‘major failure’ is where the failure in the goods cannot be repaired or cannot be repaired within a reasonable time, or where the failure constitutes a ‘failure of substantial character’ as set out by section 21 of the CGA.

If a failure amounts to a major failure, you are entitled to return the goods and choose to have a replacement of the returned goods or a refund. Alternatively, you may elect to retain the goods and obtain compensation for the reduction in value of the goods.

Where you choose a replacement, we will where available, provide goods of the same type and similar value to the returned goods.

Delivery charges for returned goods

Any shipping costs to return the original goods to Panasonic New Zealand Ltd. will be at the cost of Panasonic New Zealand Ltd., where Panasonic New Zealand Ltd. considers the goods to have breached a consumer guarantee. If on examination of goods returned to Panasonic New Zealand Ltd., the goods are found to not be in breach of any consumer guarantee, Panasonic New Zealand Ltd. may charge you a fee for examining the goods, and any cost to return the goods to you.

Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that you have purchased the goods from Panasonic New Zealand Ltd.

Refunds

solarZero is responsible to refund the customer. Refunds will go back onto the credit card that the customer made the original purchase with. A refund may take several days from being processed, depending on a customer’s bank.

Privacy & Security

Customer information will only be held and used by Panasonic for the purpose of delivery. The capture, use and storage of customer information is the responsibility of solarZero and applicable privacy policies will be communicated with the customer. 

Credit card security

Your credit card transaction will be processed by Stripe payment gateway. Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. solarZero and the mysolarZero store do not store your credit card details at any stage.

Disclaimer

Our websites are intended to provide information for people shopping our products and accessing our services, including making purchases via our website and registering on our database to receive emails from us.

While we endeavour to supply accurate information on this site, errors and omissions may occur. solarZero does not accept any liability, direct or indirect, for any loss or damage which may directly or indirectly result from any advice, opinion, information, representation or omission whether negligent or otherwise, contained on this site. You are solely responsible for the actions you take in reliance on the content on, or accessed, through this site.

solarZero reserves the right to make changes to the content on this site at any time and without notice.

To the extent permitted by New Zealand law, solarZero makes no warranties in relation to the merchantability, fitness for purpose, freedom from computer virus, accuracy or availability of this website or any other website.

Changes to this Agreement

solarZero reserves the right to alter, modify or update these terms of use. These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.

In these Terms and Conditions, references to "we", "our" and "us" are to solarZero Limited and its partner agencies.

Participation in our research, surveys and community activities signals your agreement to be bound by these Terms and Conditions. If you do not agree with any of these Terms and Conditions, please do not sign up to be a member of the solarZero Guardian Feedback Community Panel or agree to be contacted by us to participate in any research activity.

We reserve the right to vary these Terms and Conditions at any time without notice.

Membership

By signing up to be a member of the solarZeroGuardian Feedback Community Panel, you warrant that:

At the time of sign up, you have provided accurate and current personal information;

You will update your personal information when necessary to ensure that it is current at all times;

You will only undertake surveys that are sent to you and are in your own name;

You will not forward any emails or survey links you receive to any third party unless invited to do so by us at the time the email or link is sent to you;

You will not respond to a survey more than once; and

You are not a competitor of us, or signing up for the purpose of understanding our activity for competitive advantage.

You acknowledge and accept that:

We may refuse your application for membership for any reason;

We reserve the right to suspend or terminate your membership at any time without notice;

Your participation in our research activities and use of our website are at your own risk;

We are not liable for any loss, damage or personal injury suffered arising out of your participation in our research activities or as a result of you being a member of the solarZeroGuardian Feedback Community Panel;

All warranties, conditions and representations in respect of The solarZeroGuardian Feedback Community and our website are excluded to the fullest extent permitted by law;

As between solarZero Limited, the solarZeroGuardian Feedback Community Panel and you, solarZero Limited owns (or has a licence for) all copyrights, database rights and all similar rights for The solarZeroGuardian Feedback Community Panel and all trademarks and other materials used on our website;

If we suspend or cancel your membership, any entries you have into any undrawn prize draws are void; and

If you cancel your membership, any entries you have into any undrawn prize draws are void.

Privacy Policy

By becoming a member of the solarZeroGuardian Feedback Community Panel you will be providing personal information to us. These Terms and Conditions should be read in conjunction with solarZero Limited’s Privacy Policy which sets out how we use your personal information.

Prizes and Rewards

We may, from time to time, offer members the chance to win prizes and/or the opportunity to redeem rewards on such terms and conditions as specified, including the specified period of time during which the promotion will run.

Unless otherwise specified in the particular terms and conditions for the offer, the following general terms and conditions will apply:

You qualify for entry into a prize draw or other reward by becoming a member of the solarZero Guardian Feedback Community Panel, which is free to join;

Only one entry per person, per activity will be permitted;

The winner(s) will be randomly selected at the relevant prize draw date from all eligible members;

Each winner will be notified using the email address recorded in our membership records;

Each winner must claim their prize and (if applicable) provide their delivery details within two weeks of notification by us. If a winner does not respond within this period, they will be deemed to have forfeited their prize and another winner will be drawn from all remaining eligible entries received;

Our decision is final and no discussion or correspondence will be entered into;

Prizes and rewards are as stated, cannot be exchanged or redeemed for cash and (if applicable) must be redeemed in full by the specified date;

Your membership of the solarZero Guardian Feedback Community and acceptance of a prize or reward confirms acceptance to participate in any reasonable publicity or advertising of solarZero Limited;

Failure to observe any of these general terms and conditions may result in disqualification from a promotion;

To the extent permitted by law, neither solarZero Limited nor any other person or party associated with the creation, production or delivery of a promotion will be liable to any person for (a) any loss, damage or personal injury suffered in connection with participation in that promotion; (b) any unforeseen telecommunications or system failure; (c) any change to or cancellation of any part of a prize or reward beyond our control; or (d) any inability of the winner to redeem a prize or reward (in whole or in part) for whatever reason; and

To the extent permitted by law and any applicable regulatory approvals, we reserve the right to change a prize draw time or alter any of the applicable terms and conditions without notice.

Pulse Energy’s terms and conditions apply when grid power is supplied by Pulse Energy. Their terms and conditions are available here.

As a member of solarZero Community you gain access to the mysolarZero dashboard you gain access to a range of exclusive offers. You can sign up to solarZero Community at www.solarZero.co.nz/community

By signing up to solarZero Community you agree to receive service notifications from solarZero, as well as marketing content and promotions from which you can unsubscribe at any time.

solarZero customers cannot sign up to solarZero Community.

 

To be eligible for the solarZero Community Refer-a-Friend programme you must first have registered as a solarZero Community member and have access to the mysolarZero dashboard.

You will receive a refer-a-friend referral reward of $1000 for each successful referral to solarZero. solarZero will be in touch to arrange payment with you once the first referral has been installed. You cannot refer yourself or someone living at your address to solarZero to receive this reward.

The referral must be made via mysolarZero using your unique code or share URL.

The referral will go through the standard solarZero validation process.

You can track your referrals on the webpage http://my.solarzero.co.nz/refer, the URL is subject to change and you will be notified of any changes.

It is up to the receiver of the cash payment to declare any tax on this payment, solarZero Limited bears no responsibility for this.

The $1000 payment is valid from 1 December 2021. The promotional terms are subject to change.

Refer to mysolarZero store terms and conditions.

Prize Draw Terms and Conditions:

All solarZero including Buy Your Own or Subscription installations from 1st December 2023 - 29th of February 2024 will automatically go into the draw to win 1 $1,000 supermarket voucher as a prize. solarZero personnel (including contractors) will not be eligible to participate in the competition.

The winners will be randomly drawn on Tuesday the 11th of March 2024. Our determination of the winners will be final and no correspondence will be entered into. We will attempt to contact the winners by phone and email. Where attempts to contact the winners fail (e.g. when the winner cannot be contacted by phone after three attempts or email sent is returned) we will select another winner.

The $1,000 supermarket voucher prize will then be sent out to their solarZero registered delivery address By accepting the prize, the winner grants solarZero exclusive permission to use their name, photographs, videos, voices and likeness in connection with the competition and for future promotion and marketing purposes and waives any claims to royalty, right or remuneration for such use.

It is the winner's responsibility to use their supermarket voucher before its expiration date. The voucher cannot be exchanged for cash.

solarZero reserves the right to amend, vary, extend or discontinue the competition at any stage.