Warranty and Returns Policy
End Loadshedding Solar Installation
This Warranty and Returns Policy applies to products supplied by End Loadshedding Solar Installation, unless otherwise agreed in writing or stated on the relevant quotation, invoice, manufacturer warranty document, or product-specific warranty terms.
Nothing in this Policy is intended to limit any rights a customer may have under applicable South African consumer protection laws.
1. Returns Policy
1.1 Return Window
End Loadshedding accepts returns of new, unused, and unopened products within 30 days from the date of purchase, subject to the conditions set out below.
Approved returns may qualify for a refund, exchange, or store credit, at the discretion of End Loadshedding and subject to inspection.
1.2 Condition of Returned Products
To qualify for return, the product must:
a. be new, unused, unopened, and in its original packaging;
b. include all accessories, manuals, cables, labels, components, warranty cards, and documentation supplied with the product;
c. be in a resaleable condition; and
d. not have been installed, commissioned, modified, damaged, or tampered with.
Products that have been opened, installed, used, altered, customized, special-ordered, or modified cannot be returned for a refund, unless the product is defective and qualifies under the warranty provisions of this Policy.
1.3 Customized, Special-Order and Modified Products
Products that are customized, modified, specially sourced, imported on request, configured for a specific project, or supplied as part of a custom system design are not eligible for return, unless defective.
1.4 Return Authorization Required
All returns must be approved by End Loadshedding before being sent back.
The customer must first contact End Loadshedding and request a Return Material Authorization, commonly referred to as an RMA. Products returned without prior approval may be rejected or returned to the customer at the customer’s cost.
1.5 Return Shipping
The customer is responsible for all return shipping, courier, insurance, handling, and packaging costs, unless the return is due to a confirmed defect, incorrect item supplied, or another fault attributable to End Loadshedding.
The customer remains responsible for ensuring that the product is safely packed and protected during return transport.
1.6 Inspection of Returned Products
All returned products will be inspected upon receipt.
End Loadshedding may reject a return, reduce the refund amount, or offer an exchange only where the product:
a. is damaged;
b. has missing parts or accessories;
c. is not in its original packaging;
d. shows signs of use, installation, tampering, or modification; or
e. is otherwise not in resaleable condition.
1.7 Incomplete Returns
Where a returned product is missing packaging, accessories, documentation, or components, End Loadshedding may, at its discretion, offer an exchange or partial credit instead of a refund.
1.8 Refund Processing
Approved refunds may take up to 30 working days to process and reflect in the customer’s account, depending on the payment method, banking institution, and internal verification requirements.
Refunds will only be processed once the returned product has been received, inspected, and approved.
2. Product Warranty
2.1 Standard Warranty Coverage
End Loadshedding warrants that products supplied by it shall, upon delivery, be in good working order and reasonably conform to the applicable product specifications.
Unless a longer manufacturer warranty applies, the standard warranty period shall be:
a. 15 months from the date of manufacture; or
b. 12 months from the date of commissioning or first use,
whichever occurs first.
The warranty may cover the battery box, controller, solar panel, LED light sources, and other qualifying product components, subject to the specific warranty terms applicable to the product supplied.
Where the product is covered by a manufacturer warranty, the manufacturer’s warranty terms shall apply in addition to, or where applicable in place of, this Policy.
2.2 Warranty Remedy
Where a product or component fails during the applicable warranty period due to a confirmed defect in materials or workmanship, End Loadshedding may, at its discretion:
a. repair the defective product or component;
b. replace the defective product or component;
c. supply a new, refurbished, remanufactured, or equivalent replacement part; or
d. provide a pro-rata refund where repair or replacement is not reasonably possible.
End Loadshedding shall not be obliged to provide a brand-new replacement where a repaired, refurbished, remanufactured, or functionally equivalent replacement is suitable.
2.3 Corrective Action
Once End Loadshedding receives written notice of a warranty claim, together with all required supporting information, it will take reasonable steps to begin corrective action within 14 business days.
The customer must cooperate fully with End Loadshedding during the warranty assessment and repair process, including providing access, photographs, videos, system readings, error logs, proof of purchase, installation details, and any other information reasonably required.
If End Loadshedding is unable to repair or replace qualifying defective hardware within 90 days after the claim has been properly assessed and accepted, End Loadshedding may provide a pro-rata refund, calculated according to the age, use, and remaining warranty period of the product.
3. Warranty Claim Costs
3.1 Non-Warranty Faults
If a claimed defect is found not to be covered under warranty, the customer shall be responsible for all reasonable costs incurred by End Loadshedding, including inspection, testing, troubleshooting, technical assessment, transport, collection, delivery, labour, and administrative costs.
Where no defect is found, troubleshooting may be charged at R2,500 per incident or per light, unless otherwise agreed in writing.
3.2 Return of Defective Unit
Where End Loadshedding supplies a replacement unit before receiving the defective unit, the defective unit must be returned within 30 days.
If the defective unit is not returned within 30 days, the customer may be charged the full replacement value of the replacement unit supplied.
3.3 Shipping Costs for Warranty Claims
Shipping costs for approved warranty claims may be covered by End Loadshedding where the defect is confirmed and the warranty claim is accepted.
Where the claim is rejected, or the fault is found to be outside warranty, the customer shall be responsible for all shipping, collection, delivery, and handling costs.
4. Extended Warranty Options
Customers may purchase extended warranty cover where available.
Extended warranty options may include 2-year, 4-year, 6-year, or 12-year warranty extensions, depending on the product and availability at the time of purchase.
Any extended warranty must be purchased within the original standard warranty period and must be confirmed in writing by End Loadshedding.
Extended warranty cover may be subject to additional costs, inspection requirements, product registration, maintenance conditions, and manufacturer approval.
5. What Is Not Covered by Warranty
The warranty does not cover faults, losses, damages, costs, or failures caused by or arising from any of the following:
5.1 Installation, Use and Maintenance Issues
a. failure to follow installation, operation, safety, or maintenance instructions;
b. installation by an unqualified, unauthorized, or non-compliant person;
c. incorrect wiring, incorrect configuration, incorrect commissioning, or poor workmanship by third parties;
d. inadequate ventilation, overheating, overloading, or non-compliant use;
e. repairs, modifications, tampering, or attempted repairs by unauthorized parties;
f. use of incompatible equipment, accessories, batteries, inverters, panels, software, or third-party products;
g. attaching or connecting non-approved products to End Loadshedding supplied equipment; or
h. use of the product outside its intended purpose, rating, capacity, or technical specification.
5.2 External Damage
a. power surges, overvoltage, undervoltage, grid instability, load spikes, or electrical faults;
b. lightning, storms, floods, fire, water ingress, corrosion, pest damage, or natural disasters;
c. transport, courier, handling, or storage damage;
d. abuse, misuse, negligence, accidents, vandalism, theft, or third-party damage;
e. damage caused by poor site conditions or lack of protection; or
f. damage caused by external equipment or third-party systems.
5.3 Normal Operation and Wear
a. normal wear and tear;
b. cosmetic damage that does not affect product performance;
c. scratches, dents, fading, marks, or surface imperfections;
d. consumable items such as fuses, connectors, surge protection components, and other replaceable parts;
e. temporary power loss, reduced production, system downtime, or interruption of supply; or
f. performance reduction caused by environmental conditions, shading, dust, soiling, weather, grid limitations, or improper use.
5.4 Service-Related Exclusions
Unless expressly agreed in writing, the warranty does not cover:
a. labour costs;
b. installation costs;
c. removal or reinstallation costs;
d. transport or courier costs;
e. access equipment, scaffolding, lifting equipment, or special tools;
f. costs caused by difficult, unsafe, or inadequate site access;
g. damage to non-End Loadshedding equipment;
h. loss of income, loss of production, loss of savings, business interruption, or consequential damages; or
i. any costs not directly related to the repair or replacement of the defective product.
6. Difference Between Returns and Warranty Claims
6.1 Standard Returns
Standard returns apply where the customer changes their mind, orders the wrong item, or no longer requires the product.
For a standard return:
a. the product must be new, unopened, unused, and in original packaging;
b. the return must be requested within 30 days of purchase;
c. the customer is responsible for return shipping; and
d. a refund, exchange, or credit is subject to inspection and approval.
6.2 Warranty Claims
Warranty claims apply where a product is defective or malfunctions during the applicable warranty period.
For a warranty claim:
a. the product may have been installed or used;
b. the customer must provide proof of purchase and supporting evidence of the fault;
c. End Loadshedding may inspect, test, repair, or replace the product;
d. return shipping may be covered where the defect is confirmed; and
e. the remedy may be repair, replacement, or pro-rata refund, depending on the circumstances.
7. Warranty Transfer
Warranty rights may be transferred to a subsequent end user for the remaining portion of the applicable warranty period, provided that proof of purchase, product details, installation records, and warranty documentation are available.
The transfer of warranty does not extend, restart, or renew the original warranty period.
8. Important Conditions
8.1 Proof of Purchase
All returns and warranty claims require valid proof of purchase.
End Loadshedding may reject any return or warranty claim where the customer cannot provide an invoice, order confirmation, serial number, or other proof reasonably required to verify the purchase and warranty status.
8.2 Written Approval Required
Any warranty extension, special return arrangement, credit, refund, replacement, or exception to this Policy must be agreed to in writing by End Loadshedding.
No verbal agreement shall amend or override this Policy unless confirmed in writing by an authorized representative of End Loadshedding.
8.3 Manufacturer Warranty Terms
Certain products may carry manufacturer-specific warranties that differ from this Policy.
Where applicable, the customer may be required to follow the manufacturer’s warranty procedure, including product registration, technical assessment, remote diagnostics, return authorization, or direct manufacturer approval.
8.4 Effective Date
This Policy is effective from 02 August 2025 and replaces all previous warranty and returns policies issued by End Loadshedding, unless otherwise agreed in writing.
9. Contact Information
For returns, warranty claims, or support requests, please contact End Loadshedding with your proof of purchase and a clear description of the issue.
Email: sales@endloadshedding.co.za
Phone: +27 21 300 1729
Address: Shop 4, 135 Main Road, Somerset West, Cape Town, 7130, South Africa