Returns Policy for Phoenix Solar Distributors (Pty) Ltd

At Phoenix Solar Distributors (Pty) Ltd, we strive to provide our customers with high-quality renewable energy products. However, we understand that occasionally returns may be necessary due to various reasons. This Returns Policy outlines the guidelines and procedures for returning renewable energy products purchased from our company. Please read this policy carefully before initiating a return.

• Eligibility for Returns:

1.1. Our Returns Policy covers products purchased directly from Phoenix Solar Distributors (Pty) Ltd. Products purchased from third-party sellers or distributors are subject to their respective return policies.

1.2. To be eligible for a return, the product's must be in its original condition, including the original packaging, accessories, manuals, and any other materials provided with the product.

1.3. The return must be initiated within [7] days from the date of purchase.

• Return Process:

2.1. Prior Authorization: Before returning any product, you must obtain authorization from our customer service team. To request a return, please contact our customer support team HERE! to initiate the return process.

2.2. Proof of Purchase: To process your return, we require proof of purchase, such as the original receipt or order confirmation. Please have this information available when contacting our customer support team.

2.3. Product Inspection: Once your return request is approved, you will receive instructions on how to return the product. The product will be inspected upon arrival to ensure it meets the eligibility criteria outlined in Section 1.

2.4. Return Shipping: The customer is responsible for the cost of return shipping, unless otherwise stated. We recommend using a trackable shipping service and ensuring the product is adequately packaged to prevent damage during transit.

• Return Options:

3.1. Repair: If the product is found to be defective or damaged upon inspection, we will offer a repair based on the extent of the damages found during the inspection. Any exchanges for the same product or a similar alternative, are subject to availability.

3.2. Refund: In cases where a repair or exchange is not possible, we will provide a refund for the returned product, excluding any shipping charges or restocking fees, where applicable. The refund will be processed using the original payment method used for the purchase.

• Non-Returnable Items:

4.1. Certain items are non-returnable. These include but are not limited to:

• Installed or used products, unless found to be defective.
• Products with missing or damaged parts or accessories.
• Products that are damaged due to improper installation, misuse, negligence, or where no COC is provided.
• No returns on cut cables or batteries correctly supplied.

• Warranty:

5.1. Our returns policy is separate from any warranty provided with the product. If any product is still covered under warranty, please refer to the warranty documentation for specific procedures and guidelines.

• Customer Support:

6.1. For any questions or concerns regarding returns, please contact our customer support team HERE!. Our representatives will be happy to assist you and provide further guidance on the returns process.

Note: This Returns Policy is subject to change without prior notice. Please refer to our website or contact our customer support team for the most up-to-date version.

By proceeding with a purchase from Phoenix Solar Distributors (Pty) Ltd, you acknowledge that you have read, understood, and agreed to the terms and conditions outlined in this Returns Policy.

Effective Date: 15th November 2021