Refund & Returns Policy – Sofine Solar

Company: Sofine Solar
Address: 21 Dreyer Street, Claremont, Cape Town, Western Cape, 7708, South Africa
Email: info@sofinesolar.com

At Sofine Solar, we are committed to providing high-quality solar solutions and maintaining a transparent, fair, and lawful returns process. This Refund & Returns Policy is drafted in compliance with the Consumer Protection Act (CPA) of South Africa, the Electronic Communications and Transactions Act (ECT Act), and Google Merchant Center requirements for customer protection and clear business practices.

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1. Eligibility for Returns

Customers may return eligible products within 30 days of receiving their order.
To qualify, items must meet the following requirements:

• The product must be unused, uninstalled, and in original, undamaged packaging.
• All manuals, accessories, mounting hardware, cables, and components must be included.
• The product must be in a clean, resalable condition.

Failure to meet these conditions may result in a partial refund or rejection of the return.

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2. Non-Returnable Items

For safety, compliance, and technical reasons, certain products cannot be returned unless defective upon delivery:

• Installed or previously used inverters, lithium batteries, generators, or solar panels
• Items damaged due to incorrect installation, electrical faults, or misuse
• Special-order, customised, or built-to-specification solar systems
• Clearance, open-box, or discounted goods marked as “non-returnable”

Lithium batteries that have been activated or installed cannot be accepted due to regulations on hazardous goods transport.

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3. Defective or Faulty Products

Sofine Solar follows Section 56 of the Consumer Protection Act (CPA), which provides consumers with the right to goods that are safe, durable, and of good quality.

If your item arrives defective or fails within the initial period due to a manufacturing fault:

• Notify us within 7 days of delivery
• Provide photos/videos and a clear description of the issue
• Include your order number and delivery details

After assessment, Sofine Solar may offer one of the following remedies:

• Repair of the defective product
• Replacement of the same or similar product
• Refund, if repair and replacement are not possible

Damage caused by incorrect installation, faulty wiring, power surges not protected by surge protection, neglect, or unauthorized repairs is not covered.

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4. Damaged, Incorrect, or Missing Items

If an order arrives damaged, incomplete, or incorrect:

• Report the issue within 48 hours of delivery
• Provide photographs of the item(s) and packaging
• Include your order number and courier tracking details

In accordance with the ECT Act, customers are entitled to receive the goods they ordered. Sofine Solar will arrange collection and replacement at no cost if the error is on our side.

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5. Refund Process

Once the returned item is inspected and approved:

• Refunds will be processed within 5 business days
• Refunds are issued to the original payment method
• Shipping fees are refundable only where Sofine Solar is at fault

If a refund is declined, the product will be returned to the customer at their expense.

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6. Return Shipping Responsibility

Customer-Initiated Returns (Change of Mind)

• The customer is responsible for shipping costs.
• Sofine Solar recommends insured and trackable courier services.
• Items must be packaged securely to prevent transit damage.

Sofine Solar-Initiated Returns (Defective, Incorrect, or Damaged Items)

• Sofine Solar covers all courier or freight costs.

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7. Warranty Claims

Most solar panels, inverters, and battery systems come with manufacturer warranties ranging from 1 to 10 years, depending on the brand.

Warranty claims require:

• Proof of purchase
• Product serial numbers
• Diagnostic documentation or photos
• Confirmation that the product was professionally installed (where required)

Warranty coverage excludes:

• Incorrect installation
• Failure to use certified installers
• Lightning strikes, load-shedding surges, and weather-related damage
• Tampered, opened, or modified units

Sofine Solar will assist with warranty processing in line with the manufacturer’s specific conditions.

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8. Exchanges

Exchanges are allowed within the 30-day return period for unused and unopened products.
If an item of higher value is selected, the price difference must be paid before dispatch.

Return shipping costs for exchanges are the responsibility of the customer unless the exchange is due to a Sofine Solar error.

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9. Order Cancellations

Before Dispatch

• Orders may be cancelled prior to dispatch for a full refund.

After Dispatch

• Once shipped, the item must go through the standard returns process.

Special-Order Products

• Custom or special-order items may attract a cancellation fee in accordance with Section 17 of the CPA.

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10. Compliance With South African Law

This policy adheres to key South African legislation including:

• Consumer Protection Act (Act 68 of 2008)
• Electronic Communications and Transactions Act (ECT Act 25 of 2002)
• National Credit Act (if applicable to payment terms)
• Applicable SANS standards for electrical and solar equipment

These laws ensure fair business practices, transparency, and consumer rights protection.

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11. How to Request a Return or Refund

To begin a return or refund request, email us at:

info@sofinesolar.com

Please include:

• Full name
• Order number
• Product details
• Reason for return
• Clear photos or videos (if applicable)

Our support team will respond with return instructions and timeline expectations.

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12. Contact Information

Sofine Solar
21 Dreyer Street
Claremont, Cape Town
Western Cape, 7708
South Africa

📧 info@sofinesolar.com