Online Shopping FAQ

How does Click & Collect work?
Choose your products online. Add them to your shopping cart. Select Click & Collect as the delivery method at checkout.

Select the location of the store from which you would like to pick up your click and collect order.

You will receive an order confirmation email, followed by a dispatch email notification email when your order leaves our warehouse and is enroute to your click and collect agents store – normally within 1 business day.

Your dispatch notification email will include a tracking number so that you can monitor your order in transit.

To avoid unnecessary attempts to collect your order we recommend checking your tracking number online and/or calling the collection agent to confirm they have received your order prior to collection.

Collect your order in store. Make sure you bring your order confirmation with you and collect from the front counter.

Please be aware that Click & Collect is only available in Southwest Victoria now. However, we will be expanding to new areas soon.

Note your Click & Collect order must be collected within 10 business days of its arrival at your chosen click and collect agent, unless prior arrangements are made with your chosen click and collect agent.

What time can I collect my order from store?
You can check store opening hours in the checkout when you select a store or from the store’s details.

Please monitor your tracking number closely to determine when your order has arrived in store for collection.

What do I need to bring to collect my Click & Collect order?
For Click & Collect, make sure you bring photo ID and your order confirmation email (on your phone is fine).
What is your return/exchange policy?

Refunds, returns, warranties and service are limited to your consumer rights and guarantees as published by the ACCC here: Consumer rights and guarantees | ACCC

No other returns or refunds will be accepted. To commence a claim please contact your click & collect store you received your order from

Is Click & Collect a FREE service?
Yes – Click & Collect is FREE for all orders with no minimum purchase value.
Are there any additional conditions or constraints that may affect my Click & Collect order?
Yes, in the event of high order demand, technical difficulties, or shipping constraints, your order may be delayed for collection.
Is there an express Click & Collect?
No, we do not currently offer this service.
Do I need to log into the website to see my order?
No, we currently do not have this service available. Once you checkout, your order confirmation will be emailed to you.
What if I entered the wrong email address?

If you have listed your correct contact number, then we can assist you with your order via the phone, otherwise please contact us here for further information on how to retrieve your order details and confirmation.

How long do you hold Click & Collect orders?
We hold Click & Collect orders for 10 business days once they have arrived at the click and collect store.

If you do not collect your order within 10 business days we may cancel the order and refund the order back to the payment method used when placing your order.

Can someone collect my Click & Collect order for me?
Yes – family and friends can collect your order on your behalf. Just make sure they bring:

A copy of the order confirmation and their own photo ID.

Are all products available for Click & Collect?
Click & collect will be shown as a delivery method on the product pages and at checkout if it is available for your selected items at your selected store.
Is Click & Collect available at all stores?
Click and collect is currently available in Southwest Victorian stores as shown on our website at checkout, however we will be expanding into new areas in the future. Please stay tuned.
What if I am late collecting my order?
Please note, that if you are late collecting your order, then we only hold your order for 10 business days. Please contact the local click and collect agent, so that they can extend your collection pick up time.
What if I need to change or cancel my Click-and-Collect order?

Orders cannot be modified or cancelled online once they are place. If you have an issue with your order, please contact us immediately via email: sales@reaqua.com.au advising your order reference number and the details of your issue/request, and a team member will review to see if we can assist further.

Can I exchange an item?
Please see above “what if I need to change or cancel my Click-and-Collect order”
What payment methods do you accept?
We accept Visa and Mastercard.
How long does order processing take?
Once you have paid at checkout, your order will be processed, and confirmation email sent. You will receive a further email when you order is dispatched – normally dispatched within 1 business day, which will include a tracking number so that you can monitor when your order arrives at the click and collect store.
What are the measurements of my order? Will it fit in my car?

Please see below the dimensions and weights of the kit components:

  • Solar Array Frame: 180x30x15cm 9Kg
  • Solar Panels: 120x54x6cm 14Kg
  • Pump Kit: 58x17x15cm 9Kg
Will my kit be built when I collect it from the store?
Your kit will not be ‘built’ when it arrives in store, however the kit is designed to be self-installed. The solar pump system is designed to be ‘plug and play’ and the solar array frame is designed to be easily assembled with supporting instructions.
Can I ask the click and collect agent for help to build my kit on site or before collection?
You can ask the local click and agent to provide you with a quote to build you kit either on site or before collect. This is not included in the product price and will be a ‘fee for service’ extra.
Is there a warranty?
Yes – there is a 2-year warranty. Please refer to the product warranty policy for further information.
How do I know if I have selected the right product for me?

The LORENTZ S site includes a “Need Help”’ toolbar which contains quick links to the following support options to help provide you with enough information to make an informed product selection choice:

  • Lorent S DIY Solar Pumping Overview
  • Pump Sizing Assistant tool
  • Lorentz S User Guides

Should you require further support, there are links to below to assist you.

Contact Us

Find Your Local Stockists

Is there any product that can't be delivered?
All products on our website store can either be home delivered, or are available for Click and Collect and will be delivered to your nominated store.
How do I know that you have received my order?

An order confirmation will be sent upon placing your order after payment has been received. If you do not receive this confirmation of placing the order, please contact us here sales@lorentz.com.au

Where is my order being sent from?
Your order will be sent from our warehouse in South Australia.
Will I be notified when my items have been dispatched?
Yes, we’ll send you an email once your order has been dispatched along with shipping details to track.
What if I don’t receive my order?

If you haven’t received your order within 20 business days, then please contact us at sales@lorentz.com.au

Can I track my current order online?
No we currently do not have this option available at this time. You can track your order through the email that was sent to you with your shipping details.
Do you offer express shipping?
All orders are dispatched from our warehouse within 1 business day, we cannot guarantee express shipping.
Can I place an order online and collect it from my local store?
Yes, you can place an order online and collect it from your local store via our Click and Collect service.
How much will shipping cost me?
Shipping will cost you $100 per order.
Do you offer shipping discounts if I order in bulk?
Regardless of how many items you purchase on one order you will only pay 1 x fee.
How long will my order take to arrive?
Orders will be dispatched as soon as the order has been received. Delivery times vary, but expect around 5- 10 days.
When I receive my order, will I need to sign upon delivery?
Yes you will need to sign for the delivery or it will be taken to the nearest parcel centre for collection.
How are my items packaged?
You will generally receive 2 x boxes of components and your solar panel/s
Do you deliver to all parts of Australia?
We deliver to most parts of Australia. Where a delivery partner doe not deliver to your address they will deliver to their nearest depot and advise you of the location for collection.
I live overseas but want to send my order to an address in Australia. Am I able to do that?
Yes
Do you deliver overseas?
No, we do not deliver overseas.
Do you deliver to a PO Box address?
No we do not deliver to Po Boxes.
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