U-Solar SA (PTY) LTD is committed to providing our customers with high-quality products and an exceptional, seamless shopping experience. Our Refund and Returns Policy outlines and addresses issues that may arise with your purchase.

We will only replace items that are defective or damaged by the manufacturer.

 

PLEASE NOTE: All U-SolarSA products must be installed by a qualified electrician with a wireman's license or a Master electrician with a valid registration with the Department of Labour. A valid electrical certificate of compliance (COC) not older than 2 years must be provided upon which a Supplementary COC will be issued once installed, specific to the installation of the backup or solar system. The installation of a solar system or backup power system and all required parts must comply with SANS 10142, NRS 097-2-1, SANS 62930, SANS 10199, and SANS 10313 regulations.

 

Refunds or replacements will only be considered if all conditions are met: the equipment must be installed by a qualified electrician in accordance with all the aforementioned SANS and NRS regulations, and all solar installations for warranty purposes must include adequate DC and AC surge protection devices. Failure to comply with any of these conditions will void the warranty, and refunds or replacements will not be issued.

 

FAILURE TO COMPLY: If these conditions are not met, all warranties are voided, no refunds will be issued, and no returns will be valid.

 

1. Returns for Damaged Products:

a. Eligibility for Returns:

Products found to be damaged inside the packaging should be reported to our order processor immediately or using the "contact us" form on our website within 7 working days.

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b. Claims and Documentation:

All Claims and supporting documentation must be submitted to U-Solar's Order Management Team within 7 working days of delivery, stating the following information:

• Signed Delivery Note 

• Order Number

• Shipment Number

• Photographic evidence of the item(s), packaging, and pallet will be required.

(*Please note that warranty doesn’t apply to packaging.)

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2. In Transit Damage

a. Notification Period:
If you believe your purchased product has been damaged in transit, please notify U-Solar SA of any discrepancies within 7 working days of delivery. It is essential to report any issues within this specified timeframe to facilitate a smooth resolution process.

 

b. Acceptance of Goods:
All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted if U-Solar SA is not contacted within 7 working days.

 

c. Damaged on Arrival (DOA):
If the item(s) are found to be damaged upon arrival, the delivery note must be signed as 'Damaged on Arrival' (DOA) in the signature or remarks line/area. This will be used as the primary documentation to make a claim.

 

d. Post-Delivery Damages:
Please note that if an item(s) is found to be damaged after the delivery note is signed, no claim can be made against the courier company or U-Solar. All equipment should be checked thoroughly upon arrival, and its condition should be noted (signed) to confirm its condition. Adequate time should be allowed by the courier company driver for you to check the equipment. If not, please state this on the delivery note signed and acknowledged by the driver.

 

3. Faulty Products

a. Notification Period:
If you believe your products are faulty, please notify U-Solar SA within 15 working days of delivery. All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted after this period.

 

b. Technical Support:
All faulty products are referred to our Technical Support Team. They will contact you and may request you to perform tests to establish the cause of the problem and, where possible, rectify it.

 

c. Replacement or Credit:
In cases where a product is deemed to have been faulty at the time of manufacture, U-Solar SA will either arrange for a replacement from the manufacturer to be delivered to you or complete your returns order and credit your account when the replacement has arrived at U-Solar. If a credit is raised, any replacement will be charged.

 

d. Non-Faulty Products:
If no fault is found, the product will be returned to you, and the returns order will be cleared. If you have already purchased a replacement product in the interim, both charges will apply.

 

4. Unwanted Products

a. Eligibility for Returns:
Customers can normally return any re-saleable, functioning products to U-Solar's Bedfordview Johannesburg Warehouse and obtain a credit note if they contact U-Solar SA within 7 working days of delivery, and the product is returned within 10 days of receipt.

 

b. Restocking Charge:
The unwanted return is subject to a minimum return 25% re-stocking charge, and customers will be required to arrange their return delivery. If any component of the returned product is missing, U-Solar SA will refuse to accept the return or may impose additional charges against you for the replacement of the missing component. U-Solar SA may impose a reasonable fee should it be necessary to restore the goods to render them suitably fit for re-stocking.

 

c. Non-Resaleable Items:
If a product is not in its original state and packaging, U-Solar SA may consider accepting a return but at a lower percentage. Unfortunately, we cannot refund any delivery charges or priority, express, or courier components of the postage.

 

5. Return Process

a. Raising a Return Order:
To initiate the return process, you will need to raise a new return order by contacting our administration department or our “Contact Form” on our website with the heading – “Returns.” In the description field, please type the original purchase number (at least 5 characters) from which you are returning the product. This will enable us to generate and produce a unique order returns number and generate a returns order form that you will need to print out and attach to each parcel.

 

b. Tracking Number:
You must obtain a tracking number or proof of return delivery from the courier company to track the item and ensure its safe return to our Bedfordview Johannesburg premises. Please provide this information in all correspondence with U-Solar SA.

 

6. Returns Condition

a. Packaging and Items:
Customers agree that all returned products for credit, replacement, or refund will be 100% complete, in resalable condition, and will include the original packaging material, manuals, blank warranty cards, and other accessories provided by the manufacturer.

 

The customer needs to ensure that all packaging and item contents are intact, packaged correctly, and returned unused. Failure to do so will result in a non-refund. The customer needs to ensure that all original parts are sent. Failure to do so may result in additional costs or the return of goods. U-SolarSA reserves the right to charge for any damaged or missing accessories or parts from the original shipment.

 

b. Verification and Credit:

Returns will be inspected upon delivery, and upon verification, a credit note will be applied to your account within 14 days of receipt. Non-resaleable items will not receive a credit note, and goods may be returned to the buyer, disposed of, or subject to a reduced valuation as agreed upon.

 

7. Incorrect Products

Incorrectly supplied products need to be reported to U-Solar SA immediately. Our team will investigate and arrange to collect the incorrect item(s) and replace any items you require.

 

8. Other Information

a. Processing Time:

We aim to process your claim and credit your account within 14 working days of verifying your goods. Please note that this might take longer than expected if items are not returned following the specified procedure.

 

b. Retraction Period:

A 28-day right of retraction period will be allowed if you change your mind and decide to keep your purchase. Should you wish to keep your items, please ensure that you cancel your return order by notifying us.

 

c. Order Eligibility:

At this time, U-Solar SA only supports South African orders and does not process international orders.

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d. Return Shipping Costs

Faulty Products: If U-Solar SA determines that the product is faulty and the fault is due to manufacturing defects, U-Solar SA will cover the cost of return shipping. Customers will be provided with a prepaid shipping label or reimbursed for the return shipping costs.

 

Non-Faulty Products: If U-Solar SA investigates and finds that there is nothing wrong with the product or that the client was in the wrong (e.g., misuse, improper installation, or non-compliance with provided guidelines), the customer will be responsible for all return shipping costs. This includes situations where the product is found to be in proper working condition or where the damage is attributable to factors outside U-Solar SA's control.

 

Clarification on Return Shipping Costs:

• For Faulty Products: U-Solar SA will cover the return shipping costs if the product is confirmed to be faulty due to a manufacturing defect.

• For Non-Faulty Products: If no fault is found or if the customer is found to be in the wrong, the customer will bear the return shipping costs.

 

In either case, detailed instructions and procedures for the return process will be provided by U-Solar SA's customer service team to ensure a smooth and efficient resolution.

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e. Inspection and Handling Fee:

In cases where returned items are found to have no fault or fail to meet the requirements outlined in the Refund and Returns Policy, the customer may be required to pay an inspection, handling, and transport fee. This fee is designed to cover the costs associated with inspecting, testing, and processing the returned item, as well as the transportation or shipping costs incurred.

 

f. Non-Coverage Clause: This policy does not cover damage resulting from misuse, unauthorized modifications, or improper installation by unqualified individuals. U-Solar SA is not responsible for any costs incurred due to non-compliance with the installation and usage guidelines provided.

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Legal Disclaimer:

Please note that this Refund and Returns Policy is subject to periodic review and may be updated or amended by U-Solar SA (PTY) LTD without prior notice. While we strive to ensure the accuracy and completeness of the information provided herein, we cannot guarantee that it will always reflect the most current practices or legal requirements. Active changes and updates to this policy may occur as necessary to align with evolving business needs, industry standards, or regulatory obligations. It is recommended that customers regularly review this policy to stay informed of any revisions or modifications. By continuing to use our services, you acknowledge and agree to be bound by the terms and conditions outlined in the latest version of this Refund and Returns Policy.