Our Policy on Returns and Refunds
A SHIPPING FEE WILL BE CHARGED FOR BULKY/HEAVY ITEMS.
| Reason for return | Needs to be reported within: | Do I need to pay for collection? |
| Unwanted/bought the wrong item – Does not apply to specialized items or Discounted/Promotional items | 21 days of receipt | Yes |
| Received physically damaged | 7 days of receipt | No |
| Incorrect info/ Incorrect item – Does not apply to specialized items. | 7 days of receipt | No |
| Sub standard quality excluding promotional/Discounted items | 21 days of receipt | No |
| Not what I expected – Does not apply to specialized items | 21 days of receipt | Yes |
| Promotional/Discounted items | Not Returnable | Not Returnable |
If you are not 100% satisfied with your purchase this excluded specialized items incorrectly ordered , please feel free to return any item to us within 21 calendar days of receipt. This policy does not refer to items that you may have received damaged, faulty or incorrect.
Promotional and Discounted Items.
- Discounted items cannot be returned unless it is faulty and sent in for assessment within the standard 3 month warranty period
- If a cheap item is specifically asked for we cannot be held liable for substandard quality as cheapest items are not necessarily the best quality.
Returns on Specialized machines.
- We do not accept returns if item is opened and incorrectly ordered
- We will only accept faulty warranty or out of box failures
- Returns only accepted if item sealed and in original packaging.
Kindly note the following:
- The actual product needs to be received at X SOLAR in mint condition
- The item needs to be received by X SOLAR within 3 weeks (21 calendar days)
- If the product’s outer packaging is unsealed, we may charge you a 15% handling fee.
- Please include your order number or dispatch note inside the returned parcel
We will either replace the item or refund you for any item that you receive that does not match the description advertised on the website. We will usually need you to return the item to us at no additional cost to yourself.
Please log a return within 7 days, where the item is not what you ordered.
Please ensure that you package the item securely to protect it against getting damaged in transit (on its way back to X SOLAR). X SOLAR cannot accept responsibility for damage occurring before it is delivered to X SOLAR Offices, or collected by us at the post office, even if this damage was caused by a third party. We would strongly advise against using a only a bubble-envelope – rather use a combination of bubble-wrap, cardboard, layers of paper, etc.
Once we have received the package, we will notify you that we have received the physical goods. Please note that it is your responsibility to ensure that the package is delivered to X SOLAR within the returns window provided and at the correct address.
If you claim that our goods are defective, our technicians will examine the goods for defects. In the case of physical goods, our technicians will examine the actual goods. They will report to us whether the goods were defective, were misused or are of good quality. If our technician reports that the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the goods.
If you choose for us to replace or repair the goods, we will contact you as soon as reasonably possible to organize the necessary steps to repair or replace the goods.
If we do not accept that we supplied defective or unsuitable goods, and our returns department has not been able to help, any customer may still take the matter up with the consumer goods and services ombudsman http://www.cgso.org.za/ or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice number ready.
We will try our best to solve your problem.
Regular returns:
The below procedure is related to unwanted / incorrect / damaged on arrival and sub-standard items.
- Return logged.
- Allow for additional time, if incorrect information on the website.
- Customer send return at own cost.
- Received at warehouse, inspected.
- Refund processed to customer account (unless otherwise specified).
- If item is not returned in mint condition / without the items original packaging the refund will not be processed. (this does not apply to damaged on arrival).
- This procedure usually takes 3-7 working days to conclude.
Kindly allow for longer waiting times during peak season, November – March.
Warranty returns
- Return logged (24 – 48 hours)
- Customer Returns goods to X SOLAR office at own cost.
- Unit arrives at X SOLAR and is put into a queue awaiting damage assessment. (1 – 2 working days. 3 – 5 during peak season)
- Damage assessment of returned unit before it is sent to the supplier’s / service center.
- Unit is sent away for assessment (24 – 48 hour delivery)
- Suppliers / Service Centre will advise that the unit was either replaced, repaired or no fault was found.( 7 workings for assessment conclusion.)
- The unit is returned to X SOLAR , and is sent to dispatch to be returned to the customer, pending the result of the assessment.
