Refund policy

SOL-AFRICA SUPPLIERS (PTY) LTD — RETURN, REFUND & WARRANTY POLICY

Effective Date: January 2026

Governing Laws: Republic of South Africa (Consumer Protection Act 68 of 2008 & ECT Act 25 of 2002)

1. Statutory 7-Day Cooling-Off Period (ECT Act S44)

Under Section 44 of the Electronic Communications and Transactions Act (ECTA), you are entitled to cancel any purchase made online within seven (7) calendar days of receiving the goods.

  • Requirements: Products must be 100% unused, uninstalled, in their pristine original packaging, with all original tamper seals, manuals, brackets, and accessories intact.

  • Courier Costs: In accordance with Section 44(2) of ECTA, the direct cost of courier transport to return the item to our central warehouse in Johannesburg is borne by the customer.

  • Restocking Fees: If packaging is unsealed or damaged upon return inspection, a standard administrative re-stocking and handling fee of up to 15% may apply.

2. Technical Installation & Mandatory CoC Disclaimer

IMPORTANT SAFETY & WARRANTY NOTICE

All electrical solar hardware (Inverters, Batteries, Solar Panels, MPPTs, Combiner Boxes) must be installed by a qualified electrician or SAPVIA / PV GreenCard accredited solar installer holding a valid Certificate of Compliance (CoC) in accordance with SANS 10142-1 standards.

Uncertified installations, DIY wiring, or improper system sizing automatically void all return privileges and manufacturer warranties.

3. Non-Returnable & Excluded Items

The following goods cannot be returned or refunded once dispatched or unsealed:

  • Custom-Cut Wiring & Cables: Solar DC cables, battery interconnection cables, or trunking cut to specified meter lengths.

  • Energized or Mounted Equipment: Inverters or batteries that have been mounted, connected to power, programmed, or commissioned.

  • Breached Lithium Batteries: LiFePO4 battery units with broken terminal security seals or opened casings.

  • Special Order / Custom Sourced Stock: Products specially imported or manufactured per custom request.

4. Transit Damage, Shortages & Mis-Dispatches

All shipments leaving our dispatch hub are fully insured during transit. To maintain valid insurance claims:

  • Physical Damage: Must be reported to returns@sol-africa.co.za within 24 hours of delivery. The delivery waybill must be signed as "Damaged on Arrival", accompanied by photos of the outer packaging, damaged hardware, and serial barcodes.

  • Shortages or Missing Items: Must be reported within 48 hours of delivery with photos/video of all delivered contents against the enclosed Packing Slip.

5. Defective Goods & Warranty Claims (CPA Section 56)

5.1 Six-Month CPA Defect Right

In accordance with Section 56 of the CPA, if equipment develops a manufacturing defect within six (6) months of delivery (and was correctly installed by a registered electrician), you are entitled to a repair, replacement, or refund.

5.2 Manufacturer Warranty Workflow

For issues occurring beyond 6 months within the manufacturer's warranty period (e.g., 1–10 year warranties on inverters and batteries):

  1. Log a Claim: Contact support@sol-africa.co.za with your Order Number, Serial Number, fault code, and installer details.

  2. Mandatory Documentation: You must provide a copy of the installer’s Electrical Certificate of Compliance (CoC) and system wiring diagram.

  3. Bench Testing (RMA): The unit must be delivered to our Johannesburg service depot under an approved Return Merchandise Authorization (RMA) number for diagnostic bench-testing.

  4. Resolution: Verified hardware faults will be repaired or replaced per manufacturer warranty terms.

5.3 What Voids the Warranty?

  • High-voltage grid surges, lightning strikes, or reverse polarity wiring.

  • Exceeding maximum PV input voltage limits (VOC thresholds) on MPPTs.

  • Inadequate AC/DC surge protection devices (SPDs), fuses, or isolators as required by SANS 10142-1.

  • Dust, water ingress, vermin infestation, or unauthorized chassis disassembly.

6. Summary Matrix

Return Reason Eligible Window Courier Fee Paid By Resolution
Change of Mind (Cooling Off) 7 Days Customer Refund (less shipping & 15% restocking fee)
Transit Damage / Missing Items 24 – 48 Hours Sol-Africa Suppliers (Pty) Ltd Immediate free replacement or full refund
Defective Unit (CPA) 0 – 6 Months Sol-Africa Suppliers (Pty) Ltd Repair, replacement, or refund
Extended Warranty Claim 1 – 10 Years Split (Customer brings, Sol-Africa returns) Factory repair or swap unit

7. Returns Receiving Depot

  • Email: returns@sol-africa.co.za

  • Technical Support: support@sol-africa.co.za | WhatsApp: +27 (0)61 505 2749

  • Address: Sol-Africa Suppliers (Pty) Ltd, 68 Margaret Street, Meredale, Extension 4, Johannesburg, Gauteng, 2091, South Africa (Prior RMA authorization required before goods are accepted)