Refund 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. You will also need to provide a receipt or proof of purchase.
How to Start a Return
To initiate a return, please contact us at sales@solaer.co.za. Returns should be sent to the following address:
4 Silson Way, Riviera, Kimberley, 8301.
Once your return is approved, we will send you a return shipping label and instructions on how to send your package. Items sent back without first requesting a return will not be accepted.
For any return-related questions, feel free to contact us at sales@solaer.co.za.
Damaged or Incorrect Items
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 are non-returnable, including:
- Perishable goods (e.g., food, flowers, plants)
- Custom products (e.g., personalized items, special orders)
- Personal care items (e.g., beauty products)
- Hazardous materials, flammable liquids, and gases
If you have questions about a specific item, feel free to reach out. Unfortunately, gift cards cannot be returned.
Exchanges
For the quickest exchange, return the item you have, and once your return is accepted, make a new purchase for the replacement item.
EU 14-Day Cooling-Off Period
For orders shipped to the European Union, you are entitled to cancel or return your order within 14 days, for any reason. Items must be in the same condition as received—unworn, unused, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase.
Warranty Information
Inverters and batteries must be installed by a qualified electrical wireman or Master Electrician with valid registration from the Department of Labour. A valid Certificate of Compliance (COC) is required after installation, specific to the backup or solar system, and installations must adhere to SANS 10142 standards. Warranty claims without installation photos, a valid COC, and proof of a qualified installer will be rejected. Repairs may take up to 2-3 weeks.
Battery Usage Warning:
Frequent charging and discharging of a battery may degrade its performance. Please note the limitations of each battery type:
- Lead-acid batteries: Should not be discharged beyond 50% to avoid irreversible damage.
- Gel lead-acid batteries: Should not be discharged beyond 50%.
- Lithium batteries: Can be fully discharged if protected by a Battery Management System (BMS).
Loss of battery capacity due to these limitations is not covered under warranty.
Required for Warranty Claims:
To submit a warranty claim, please provide:
- Clear photo of the installation.
- A valid electrical Certificate of Compliance (COC).
- Proof of the installer’s qualifications.
Warranty Exclusions
The warranty does not cover damages caused by:
- Power surges
- Under-voltage or over-voltage
- Lightning
- Corrosion, sea spray, condensation, water damage
- Dust, sand, or solid particles
- Insects
- Excessive heat or weather exposure
- Installer/homeowner negligence
- Incorrect installation
- Inadequate protection device ratings
- Tampering (broken seal)
- Dirty filters
- Exceeding maximum power/current/voltage ratings
Return Policy
Free Returns and No Restocking Fee
We are committed to providing a smooth return process. If you need to return a product, we will arrange for it to be collected from you free of charge. There will be no restocking fee or return shipping charges for returns, regardless of the reason.
Once we receive and inspect the returned item, we will notify you of the refund status. If the return is approved, the refund will be processed to your original payment method within 10 business days. Please note that banks and credit card companies may take additional time to process the refund.
Exceptions
If the item is not faulty but you wish to return it, there will be a 10% restocking fee and return shipping will be at your own cost.
For more information:
Address: 4 Silson Way, Riviera, Kimberley, 8301
Email: sales@solaer.co.za
Phone: 060-267-8841
Hours: Mon-Fri, 9:00 am – 5:00 pm