Refund policy
Refund, Return & Warranty Policy
At The Solar Step, we aim to assist our clients as fairly and efficiently as possible. Please read our refund, return and warranty policy carefully before making a purchase.
30-Day Return Policy
We work on a very strict 30-day return policy.
This means you have 30 days from the date you receive your item to request a return. Return requests made after the 30-day period will unfortunately not be accepted.
To be eligible for a return, the item must be in the same condition that you received it, meaning:
-Unused and unworn, where applicable
-In its original packaging
-With all original tags, accessories and parts included
-Accompanied by a receipt or valid proof of purchase
Items that are returned used, damaged, incomplete, altered, or not in their original packaging may be rejected.
Courier Fees Are Non-Refundable
Please note that all courier fees are non-refundable.
Any courier, shipping or transport costs relating to purchases, returns, refunds, exchanges, warranty claims, damaged items, or replacement items remain the sole responsibility of the client.
The Solar Step cannot be held liable for courier-related costs, as courier services are handled at the client’s own risk.
Gel Battery Return & Warranty Notice
Please note that we will not accept any returns on gel batteries if they have been used.
Gel batteries only carry a 30 to 90-day replacement warranty, depending on the specific brand.
Solar Panels Couriered at Own Risk
Please note that solar panels are couriered at the client’s own risk.
Due to the fragile nature of solar panels and the risks involved with courier handling, The Solar Step cannot be held responsible for damage caused during courier transport.
How to Start a Return
To request a return, please contact us at:
Returns must be sent to the following address:
The Solar Step
Cnr Atlas rd & Geldenhuys rd
Bonaero Park Shopping Centre
Shop F11
Kempton Park
Johannesburg
If your return is accepted, we will provide instructions on how and where to send your package.
Please note: Items sent back to us without first requesting and receiving approval for a return will not be accepted.
For any return-related questions, you may contact us at:
Damages, Defects or Incorrect Items
Please inspect your order immediately upon receiving it.
If the item is defective, damaged, or if you received the wrong item, please contact us immediately so that we can evaluate the issue and assist where possible.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including but not limited to:
-Perishable goods, such as food, flowers or plants
-Custom products, including special orders or personalised items
-Personal care goods, such as beauty products
-Hazardous materials
-Flammable liquids or gases
Please contact us if you have questions or concerns about your specific item.
Unfortunately, we also cannot accept returns on:
-Gift cards
Exchanges
The fastest way to ensure you receive the item you want is to return the item you currently have, provided the return is accepted.
Once the return has been approved, you can make a separate purchase for the new item.
Refunds
Once we have received and inspected your returned item, we will notify you whether the refund has been approved or rejected.
If the refund is approved, it will be processed automatically to your original payment method within 7 business days.
Please note that your bank or credit card provider may take additional time to process and reflect the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Returns, Refunds & Courier Responsibility
Kindly note that all courier fees relating to returns, refunds, warranty claims, damaged items or replacement items remain the sole responsibility of the client.
The Solar Step cannot be held liable for these costs, as courier transport is at the client’s own risk.
Warranty Requirements
All inverters and batteries must be installed by a qualified electrical wireman or Master Electrician with valid registration through the Department of Labour.
A valid Electrical Certificate of Compliance, also known as a COC, must be issued once the system has been installed. This COC must be specific to the installation of the backup or solar system.
The installation must comply with SANS 10142 and all applicable parts of the regulation.
Any warranty claim submitted without the required documents and proof may be rejected. This may render the warranty claim null and void.
Please note that repairs can take approximately 2 to 3 weeks.
Important Warranty Repair Requirements
If you are unable to provide the required information below, the repair may be for your own account.
In order for your product to be approved for repairs, we will require the following:
-
Clear photos of the installation completed by a qualified person
-
A valid Electrical Certificate of Compliance, also known as a COC
-
Proof of the qualified wireman or Master Electrician certificate for the person who installed the unit
Warranty Exclusions
The warranty does not cover damage resulting from:
-Power surge
-Under-voltage
-Over-voltage
-Lightning
-Corrosion
-Sea spray
-Condensation
-Water damage
-Dust or any solid particles
-Sand
-Insects
-Excessive heat exposure
-Weather damage
-Negligence by the installer or homeowner
-Incorrect installation
-Inadequate protection device rating
-Tampering, including a broken seal
-Dirty filters
-Exceeding the maximum power rating, current or voltage for the input solar circuit, DC battery input, AC input or AC output
-Visible damage
Solar Panel Courier Notice
Please note once again: solar panels are couriered at the client’s own risk.