Delivery & Return Policy
We offer a 30-day return policy, giving you 30 days from receiving your item to request a return.
Return Eligibility
To qualify for a return, your item must be in the same condition as when you received it—unworn, unused, with original tags, and in its original packaging. A receipt or proof of purchase is required.
How to Start a Return
To initiate a return, please contact us at sales@solaer.co.za.
Returns should be sent to:
1 Silson Way,Riviera,
Kimberley, 8301
Once your return is approved, we will send you a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.
For questions about returns or refunds, email us at sales@solaer.co.za.
Damaged or Incorrect Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue promptly.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (e.g., food, flowers, plants)
- Custom or personalized items
- Personal care items
- Hazardous materials, flammable liquids, and gases
Gift cards are non-returnable. If you are unsure whether an item is returnable, please reach out to us.
Exchanges
For the fastest exchange, return the item you have. Once your return is accepted, you may purchase the replacement item in a separate order.
EU 14-Day Cooling-Off Period
For orders shipped to the European Union, you may cancel or return your order within 14 days for any reason. Items must be in their original condition—unworn, unused, with tags, and in original packaging. Proof of purchase is required.
Warranty Information
Certain products, such as inverters and batteries, require professional installation by a qualified electrical wireman or Master Electrician with valid Department of Labour registration. A valid Certificate of Compliance (COC) specific to the backup or solar system is required. Installations must follow SANS 10142 standards.
Warranty claims without installation photos, a valid COC, and proof of a qualified installer will be rejected. Repairs may take 2–3 weeks depending on assessment and availability.
Battery Usage Warning
Battery performance can degrade due to improper usage. Please follow these guidelines:
- Lead-acid batteries: Do not discharge below 50% to avoid irreversible damage.
- Gel batteries: Same 50% discharge limitation applies.
- Lithium batteries: Can be fully discharged only if protected by a BMS (Battery Management System).
Loss of battery capacity due to improper usage is not covered under warranty.
Required for Warranty Claims
Please provide the following:
- Clear photo of the installation
- Valid electrical Certificate of Compliance (COC)
- Proof of the installer's qualifications
Warranty Exclusions
The warranty does not cover damage caused by:
- Power surges, under-voltage, or over-voltage
- Lightning
- Corrosion, sea spray, condensation, water damage
- Dust, sand, insects, or solid particles
- Excessive heat or extreme weather
- Installer or homeowner negligence
- Incorrect installation or inadequate protection devices
- Tampering or broken seals
- Dirty filters
- Exceeding rated power/current/voltage limits
Return Policy
Free Returns & No Restocking Fee
We aim to provide a smooth return process. If a product needs to be returned due to fault or defect, we will collect it from you free of charge. No restocking fees apply for approved fault-related returns.
Once we receive and inspect your return, we will notify you of the refund decision. If approved, refunds are processed to your original payment method within 10 business days. Banks or credit card companies may take additional time to process the refund.
Exceptions
If the item is not faulty and you simply wish to return it, a 10% restocking fee applies, and return shipping will be at your cost.
Contact Information
Address: 1 Silson Way, Riviera, Kimberley, 8301
Email: sales@solaer.co.za
Phone: 060-267-8841
Hours: Mon–Fri, 9:00 am – 5:00 pm