FAQ's

ONLINE ORDERS

 

  •  When will I receive my order?

Energy Connections endeavours to ship goods within 48 hours from receipt of order via Australia Post or Courier. Estimated transit time of deliveries is 2-3 business days. Transit time will vary depending on customer location.

  • What if I want to return or exchange my order?

Be sure to look at our returns policy online, or contact us on (03) 59414240 with any questions you may have.

  • Can I pick-up my order in store?

Yes, you can collect your order at our showroom by selecting the "pick-up in store option" at the checkout. We recommend calling before hand to ensure stock is available.

  • Do you ship internationally?

No, unfortunately Energy Connections does not accept international orders. We ship within Australia only.

  • How long does it take to receive my refund?

We will email you with correspondence when your refund has been initiated. Depending on the original payment method used it may take 2-5 business days to show in your account.  

  • I think my product is faulty, what do I do?

Firstly our staff will try to diagnose the problem and provide assistance to potentially fix the issue over the phone. If this is unsuccessful, the unit will get sent to our warehouse for testing. Always be sure to contact our staff to help you through the process. 

  • Who to contact for support? 

For support, always contact the dealer where you purchased the product.

In case of issues, please check Victron's support page or contact the dealer where you purchased the product, they are trained for first line support and can assist you with your issue.

Don’t know where you bought the product? Create a service request to connect to your original dealer, based on the product's serial number and Victron will set-up the contact.

  • Who to contact for warranty or repairs?

For warranty or repair claims, please contact your dealer. Don’t know where you bought the product? Create a service request to connect to your original dealer, based on the product's serial number and Victron will set-up the contact.

 

TECH ADVICE

  • What size charge controller do I need? 

You can se Victron's MPPT Excel sheet or their Online MPPT Calculator for PV sizing calculations found on our solar charge controllers page here. Alternatively you can contact us via email or phone.

  • Can I mix different size solar panels?

Mixing solar panels of various voltage or wattage, or produced by different manufacturers, is a frequently asked question by most DIYers. Though mixing different solar panels is not recommended, it’s not forbidden and things would be ok as long as each panel’s electrical parameters (voltage, wattage, amps) are carefully considered. Please contact us for more information.

  • Can I use second hand batteries?

Good Second-hand batteries are very hard to obtain, we discourage buying second-hand batteries. You should never mix old and new batteries together.

  • Why are some panels cheaper than others?

Why are not all panels are equal, the old saying you get what you pay for especially applies to Solar panels. Generally, a solar panel is expected to last for 20-25 years, the better manufacturers will guarantee their panels for 25 years. In order for a company to provide a warranty for this term would also require them to be around at that time. With the massive influx of Chinese panels into the market, the price of panels has dropped, with some very good panels coming from China. We research all of our panels before offering them, choosing high-quality panels that produce over their rated power for our own places.