Returns Policy

This Return and Refund Policy applies to purchases made directly from End Loadshedding (Pty) Ltd on this website and to solar systems supplied and installed by us within South Africa.

This policy is in addition to any rights you may have under the South African Consumer Protection Act (CPA).

1. Standard return window

• You may request a return or exchange within 30 calendar days from:

  • the date the goods are delivered to you, or

  • the date the installation of your system is completed, for systems supplied and installed by us.

• After 30 days, returns are normally not accepted unless required by law, for example where a product is defective in terms of the CPA.

2. Products covered and condition

• This policy applies to new products only.

• We accept returns for:

  • Defective or faulty products, including products that fail under normal use, and

  • Non defective products such as change of mind or incorrect ordering, provided they meet the condition rules below.

To qualify for a refund or exchange on a non defective product:

• the item must be unused and in “as new” condition

• all original packaging, manuals, cables and accessories must be included and undamaged

• proof of purchase is required.

If a product is returned used, damaged, incomplete or not in line with the above conditions, we may refuse the return or deduct an additional amount from your refund to cover the loss in value.

3. Returns for installed systems (system removal)

For systems that we have supplied and installed:

• You may request system removal within 30 days from completion of installation.

• Once we receive your written request, we will schedule a removal date with you.

• A 15 percent system removal and restocking fee will apply to the full value of the system.
  This fee covers:

  • time and labour spent on the original installation and the removal

  • sundries and accessories that cannot be reused, such as cables, trunking and other consumables.

• Any building repairs required after removal, such as filling holes or repainting, are the customer’s responsibility.

The removed equipment will be inspected. If the system or any components are damaged beyond normal installation and removal wear, we may deduct additional charges from your refund.

4. Return methods

You can return products in one of the following ways:

1. Courier or by mail

   • You arrange the courier and pay all related costs.

   • Goods must be securely packaged to avoid damage in transit.

   • Using a trackable and insured service is strongly recommended.

2. In person drop off

   • You may deliver the product to our designated store or warehouse by prior arrangement.

   • Location and drop off times will be confirmed with you when your return is approved.

Returns sent without prior approval may be delayed.

5. Cost of returns and fees

Unless we explicitly state otherwise in writing or the CPA requires us to, the following applies:

• Return shipping or transport

  • The customer is responsible for all costs of sending items back to us or allowing us to collect them.

• Restocking fee

  • A 15 percent restocking fee of the product or system price is charged on:

    • non defective product returns (change of mind or incorrect ordering), and

    • system removals after installation.

  • Where the product is confirmed to be defective, incorrectly supplied or not as described, the restocking fee will not apply.

• Non refundable charges

  • Original shipping, delivery, installation and call out fees are not refundable.

  • Any third party charges, for example bank fees or finance charges, are not refundable.

6. How to request a return or system removal

To start a return or system removal:

1. Contact us through our usual customer support channels, for example the contact form on this website or your allocated sales or support consultant.

2. Provide:

   • your full name

   • order or invoice number

   • installation address, for installed systems

   • reason for the return or removal

   • clear photos of the product and packaging where applicable.

3. We will confirm whether the return is approved and provide a return reference and instructions.

Items should not be sent back before you receive written approval and a return reference.

7. Exchanges

• We offer exchanges within the same 30 day window, subject to stock availability.

• If the replacement item costs more, you will pay the difference before shipment or installation.

• If the replacement item costs less, the difference will be refunded, less any applicable fees set out in this policy.

8. Inspection and testing

All returned products and removed systems are inspected and tested:

• If we find that the product is defective in normal use, we will repair, replace or refund as appropriate, taking warranties and the CPA into account.

• If we find that the product failure was caused by incorrect installation not done by us, misuse, physical damage, unauthorised modifications or use outside the manufacturer’s specifications, the return may be rejected or additional charges may apply.

9. Refunds and processing time

• For standard product returns, once we receive your returned product and complete the inspection, approved refunds will be processed to your original method of payment where possible, or paid via electronic funds transfer.

• Refunds for standard product returns are processed within 30 calendar days from the date we receive the returned goods, provided we have all required information and banking details.

• Refunds for system removals are initiated after 30 days from the date the system removal is completed, subject to inspection and any applicable deductions described in this policy.

Your bank or payment provider may require additional time to reflect the funds.

10. Items that may not be returnable

Certain items may be marked as non returnable on the product page, for example:

• custom or special order products

• clearance items

• products that cannot be resold for safety or hygiene reasons.

Where an item is non returnable, this will be clearly indicated before you purchase.

This policy should be read together with our general terms and conditions and any manufacturer warranties that apply to your products.