Customer
Returns Policy
Introduction
Thank you for purchasing
products through Soltech Energy. We want to be a customer driven organization.
Hence, every decision and policy guidelines of ours is to make customer product
purchase experience excellent and thus we have kept our return and cancellation
policy transparent for faster resolution.
What to do
if your product is damaged
Only applicable to product
delivered by Soltech Energy or its couriers
If you believe your product has
been damaged in transit please notify Soltech Energy of any discrepancies
within 3 working days of delivery. All goods ordered as stated on the
delivery note will be deemed to have been delivered and accepted if we are not
contacted within 3 working days. Risk of damage to or loss of the goods passes
to the Buyer at time of delivery.
If item(s) are found to be
damaged upon arrival the delivery note must be signed for as ‘Damaged on
Arrival’ in the remarks or signature line. This will be the primary
documentation used to make a claim.
If products are found to be
damaged inside the packaging then ideally please contact your sales
person immediately or use the “contact us” form and specify “delivery
issue” within 3 working days. All claims are fully investigated . Soltech
Energy hold no guarantees of refunds or replacements if it cannot be proved
that the product was damaged in transit.
Claims must be submitted to Soltech
Energy returns email : returns@Soltechenergy.co.za.
This must be made within 3
working days of delivery if a product is deemed to be damaged on arrival (DOA)
providing the following information:
–
- Order number:
- Shipment Number:
- Signed Delivery note:
- Photographic
evidence of the item(s), packaging and pallet
*Please note that packaging is
not under the warranty.
Customer on Collection- Customer
should inspect and only sign for that products are in great condition ( Un-
damaged)
Signed invoice , delivery
or collection note passes the risk to the buyer and there after returns due to
damages will not be accepted
What to do
if your product is faulty
If you believe your product is
faulty, please notify Soltech Energy, within 3 working days of delivery
otherwise all goods ordered as stated on the delivery note will be deemed to
have been delivered and accepted. Risk of damage to or loss of the goods passes
to the Buyer at time of delivery or collection.
All items believed to be faulty
are investigated to establish the cause of the problem and where possible
rectify this.
If phase one of testing is
unsuccessful the customer will be requested to bring back the unit to Soltech
Energy and Soltech Energy will send the unit to the manufacturer. for assesment
and repair.
Should the fault or damage be as
a result of wrong installation or the product has been subjected to
physical damage, abuse, misuse, alteration, neglect, tampering, improper
maintenance, the manufucturer `s warranty will be void and repair cost will be
applicable to the customer.
What to do if your product is
unwanted
Customers can normally return
any sealed functioning products to Soltech Energy’s Johannesburg Warehouse and
obtain a credit note provided that you contact Soltech Energy within 3
working days of delivery and the product is returned within 7 days of
receipt of the product/s. The unwanted return is subject to a minimum returns
25% re-stocking charge and customers will be required to arrange their own
return delivery.
Customers may be eligible for
75% credit of the order value if all original packaging is in place and the
item is sealed. If a product is not in the original state and packaging Soltech
Energy may consider accepting a return but at a lower percentage, this will be
entirely at Soltech Energy’s discretion. Unfortunately we cannot refund any
delivery charges or priority, express or courier components of the postage.
It is the customer’s
responsibility to ensure that the packaging is intact, all items of the box are
properly included, items are packaged correctly and returned unused. Failure to
do so may incur additional costs or goods being sent back to you. Please ensure
you send all original parts. We reserve the right to charge for any accessories
or parts damaged or missing from the products original shipment.
The return will be checked by
one of our returns team upon delivery and once verified, a credit note will be
added to your account within 7 days of receipt of the return. Non re-saleable
items will not receive a credit note and the goods will either be returned to
the buyer, disposed of or a reduced valuation may be agreed.
What shall
I do if I have received a product I did not order (an “incorrect” product)?
If we have sent you an incorrect
product please contact your order processor immediately so we can investigate
and arrange to collect the item(s) and replace any items you require.
Other
Information
When will the credit be
refunded?
We aim to process your claim and
pay a refund to your account within 7 working days of receipt of your goods
being verified, however this may take longer if items are not returned in line
with the procedure.
Can I change my mind and keep my
return?
Yes, if you change your mind and
decide to keep your purchase within the 10 day right of retraction period
and do not want to return your items, please ensure that you notify us if your
intension to cancel the return.