Returns, Refunds and General Terms Policy
End Loadshedding (Pty) Ltd
This Returns, Refunds and General Terms Policy applies to products, solar equipment, backup systems, and solar installation services supplied by End Loadshedding (Pty) Ltd within the Republic of South Africa.
This Policy must be read together with any quotation, invoice, service agreement, manufacturer warranty, product-specific warranty, and any other written agreement concluded between End Loadshedding and the customer.
Nothing in this Policy is intended to exclude, limit, or reduce any rights a customer may have under the Consumer Protection Act 68 of 2008, where such rights apply.
1. Standard Return Window
A customer may request a return, exchange, or refund within 30 calendar days from:
the date on which the goods are delivered to the customer; or
the date on which installation is completed, where the goods form part of a system supplied and installed by End Loadshedding.
After the 30-day period, returns will not ordinarily be accepted unless required by law, including where a product is defective as contemplated under applicable consumer protection legislation.
2. Products Covered and Return Condition
This Policy applies to new products supplied directly by End Loadshedding.
Returns may be considered for:
defective or faulty products;
products that fail under normal and proper use;
incorrect products supplied by End Loadshedding; or
non-defective products returned due to change of mind or incorrect ordering, provided the conditions below are met.
To qualify for a refund or exchange on a non-defective product, the product must:
be unused and in as-new condition;
be returned with all original packaging, manuals, cables, accessories, labels, documentation, and components;
be suitable for resale; and
be accompanied by valid proof of purchase.
If a product is returned used, damaged, incomplete, opened, tampered with, installed, modified, or not in resaleable condition, End Loadshedding may refuse the return, offer an exchange only, or deduct a reasonable amount from the refund to account for the loss in value.
3. Returns for Installed Systems
Where End Loadshedding has supplied and installed a solar, inverter, battery, or backup power system, the customer may request system removal within 30 calendar days from the date of installation completion.
Once a written request is received and approved, End Loadshedding will arrange a removal date with the customer.
A 15% system removal and restocking fee shall apply to the full value of the system.
This fee covers, among other things:
labour and time spent on the original installation;
labour and time spent on system removal;
sundries and consumables that cannot reasonably be reused;
cables, trunking, conduits, connectors, fasteners, labels, and similar installation materials; and
administrative and handling costs.
Any building repairs required after removal, including filling holes, repainting, waterproofing, ceiling repairs, roof repairs, or making good any affected surfaces, remain the customer’s responsibility unless otherwise agreed in writing.
All removed equipment will be inspected. If any component is damaged beyond normal installation and removal wear, End Loadshedding may deduct the reasonable cost of repair, replacement, handling, or loss in value from the refund.
4. Return Methods
Approved returns may be completed in one of the following ways:
4.1 Courier or Mail Return
The customer may return the goods by courier or mail at the customer’s own cost, unless End Loadshedding confirms otherwise in writing.
The goods must be securely packaged to prevent damage during transit.
End Loadshedding strongly recommends using a trackable and insured courier service. The customer remains responsible for the goods until they are received by End Loadshedding.
4.2 In-Person Drop-Off
The customer may return the product to a designated End Loadshedding store, office, or warehouse by prior arrangement.
The applicable address, date, and drop-off time will be confirmed once the return has been approved.
Products sent or delivered without prior written approval may be rejected or delayed.
5. Cost of Returns, Restocking Fees and Non-Refundable Charges
Unless End Loadshedding expressly agrees otherwise in writing, or unless the Consumer Protection Act requires otherwise, the following shall apply:
5.1 Return Shipping and Transport
The customer is responsible for all courier, shipping, delivery, transport, insurance, and handling costs relating to the return of goods.
5.2 Restocking Fee
A 15% restocking fee may be charged on:
non-defective product returns;
change-of-mind returns;
incorrect ordering by the customer; and
system removals after installation.
Where the product is confirmed to be defective, incorrectly supplied, or materially not as described, the restocking fee will not apply.
5.3 Non-Refundable Charges
The following charges are non-refundable, unless otherwise required by law:
original delivery fees;
installation fees;
call-out fees;
courier charges;
special-order costs;
third-party charges;
bank charges;
finance charges; and
any costs already incurred for work performed, goods sourced, or services rendered.
6. How to Request a Return or System Removal
To request a return, exchange, refund, or system removal, the customer must contact End Loadshedding through its usual customer support channels.
The customer must provide:
full name and contact details;
order number or invoice number;
installation address, where applicable;
reason for the return or removal;
clear photographs of the product, packaging, serial numbers, and any alleged fault; and
any other information reasonably required by End Loadshedding.
End Loadshedding will assess the request and, where approved, issue a return reference and instructions.
No product should be returned before written approval and a return reference have been issued.
7. Exchanges
End Loadshedding may offer exchanges within the same 30-day return period, subject to stock availability, product condition, inspection, and approval.
If the replacement product costs more than the original product, the customer must pay the difference before dispatch, delivery, or installation.
If the replacement product costs less than the original product, the difference may be refunded after deduction of any applicable fees, charges, or costs set out in this Policy.
8. Inspection and Testing
All returned products and removed systems will be inspected and tested.
If End Loadshedding confirms that the product is defective under normal use, End Loadshedding may, depending on the circumstances and applicable law:
repair the product;
replace the product;
exchange the product;
provide a refund; or
refer the claim to the relevant manufacturer or distributor for assessment.
If the failure was caused by incorrect installation not performed by End Loadshedding, misuse, abuse, physical damage, unauthorised modification, poor maintenance, incorrect operation, incorrect configuration, power surges, lightning, water damage, pest damage, or use outside the manufacturer’s specifications, the return or warranty claim may be rejected and additional charges may apply.
9. Refunds and Processing Time
Approved refunds for standard product returns will be processed once the returned product has been received, inspected, and approved.
Refunds will be processed to the original method of payment where possible, or by electronic funds transfer into the customer’s nominated bank account.
Approved refunds for standard product returns may take up to 30 calendar days from the date on which End Loadshedding receives the returned goods, provided all required information and banking details have been received.
Refunds for system removals will only be initiated after the system has been removed, inspected, and all applicable deductions have been calculated. Such refunds may be initiated after 30 calendar days from the date of removal completion.
The customer’s bank or payment provider may require additional time to reflect the funds.
10. Products That May Not Be Returnable
Certain products may be non-returnable, including:
custom products;
special-order products;
products imported or sourced specifically for the customer;
clearance items;
opened or used products;
installed products, except where defective or otherwise required by law;
modified or configured products; and
products that cannot be resold for safety, compliance, technical, or hygiene reasons.
Where a product is non-returnable, this may be stated on the product page, quotation, invoice, or communicated before purchase.
General Terms and Conditions
11. Scope of Services
End Loadshedding supplies and installs solar and backup power solutions, including solar panels, inverters, lithium batteries, mounting structures, electrical accessories, backup systems, and related equipment.
End Loadshedding may provide services throughout South Africa, subject to availability, site conditions, pricing, logistics, and operational capacity.
12. Website Use
The End Loadshedding website is provided for information, product browsing, quotations, customer enquiries, and online purchasing where available.
Users may not use the website:
for any unlawful purpose;
to interfere with the website’s operation or security;
to upload malicious code or harmful material;
to misrepresent their identity or authority;
to scrape, copy, or misuse website content; or
in any manner that may damage, disable, overload, or impair the website.
End Loadshedding may update, amend, suspend, remove, or replace website content at any time without prior notice.
13. Quotations and Service Agreements
All products, installations, and services supplied by End Loadshedding may be subject to a formal quotation, invoice, or service agreement.
The quotation or service agreement may set out, among other things:
scope of work;
equipment specifications;
pricing;
payment terms;
delivery timelines;
installation timelines;
warranty terms;
exclusions; and
customer responsibilities.
No installation work shall be deemed confirmed until the quotation or service agreement has been accepted and the required payment terms have been met.
14. Pricing and Payment
Prices are provided based on the information available at the time of quotation and may vary depending on product availability, site conditions, exchange rates, transport requirements, supplier pricing, municipal requirements, and the final scope of work.
Payment terms will be stated on the relevant quotation, invoice, or service agreement.
End Loadshedding may require upfront payment, staged payment, payment before delivery, payment on delivery, payment before installation, or payment upon completion, depending on the nature of the transaction.
Payments may be accepted by bank transfer, card payment, approved payment gateway, or any other method agreed to by End Loadshedding.
No goods are deemed paid for until cleared funds reflect in End Loadshedding’s nominated bank account or payment gateway account.
15. Installation and Warranty
End Loadshedding aims to provide high-quality installation services using reputable equipment and commercially reasonable workmanship standards.
Warranty coverage may apply to products, workmanship, or both, depending on the quotation, invoice, service agreement, manufacturer warranty, and applicable law.
Any installation issue, product fault, or warranty concern must be reported to End Loadshedding promptly and in writing.
The customer must allow End Loadshedding a reasonable opportunity to inspect, assess, repair, replace, or resolve the issue before appointing third parties or incurring external costs.
End Loadshedding shall not be liable for unauthorised third-party repair costs unless such costs were approved by End Loadshedding in writing before being incurred.
16. Customer Responsibilities
The customer is responsible for providing complete and accurate information regarding:
energy requirements;
property address;
roof type and condition;
electrical infrastructure;
existing inverter, battery, solar, or generator systems;
municipal or Eskom connection details;
access restrictions;
site hazards; and
any other information relevant to the design, supply, delivery, or installation of the system.
The customer must ensure that the site is reasonably safe, accessible, and suitable for installation.
The customer is responsible for ensuring that the property has the necessary structural integrity, access, permissions, and compliance conditions required for the proposed work.
Any delays, redesigns, return visits, additional labour, additional materials, or additional costs caused by inaccurate, incomplete, or withheld information may be charged to the customer.
17. Site Access and Delays
The customer must provide End Loadshedding and its representatives with reasonable access to the installation site on the agreed date and time.
If End Loadshedding is unable to proceed due to lack of access, unsafe conditions, incomplete preparation, unavailable customer representatives, incorrect information, or circumstances outside End Loadshedding’s control, additional charges may apply.
End Loadshedding shall not be liable for delays caused by weather, supplier delays, stock shortages, courier delays, municipal requirements, Eskom requirements, force majeure events, customer delays, or other circumstances beyond its reasonable control.
18. Limitation of Liability
To the maximum extent permitted by law, End Loadshedding shall not be liable for indirect, incidental, special, punitive, or consequential losses, including:
loss of income;
loss of profit;
loss of production;
business interruption;
loss of savings;
loss of data;
inconvenience;
third-party claims; or
costs arising from equipment or systems not supplied or installed by End Loadshedding.
Nothing in this clause limits liability where such limitation is prohibited by law.
19. Indemnity
The customer indemnifies End Loadshedding against any claims, losses, damages, costs, liabilities, or expenses arising from:
incorrect information supplied by the customer;
unsafe or unsuitable site conditions;
unauthorised modifications;
misuse of the products or system;
third-party work performed without End Loadshedding’s approval;
use of the system outside its intended purpose or specification; or
breach of these Terms by the customer.
20. Governing Law and Dispute Resolution
This Policy and any related agreement shall be governed by the laws of the Republic of South Africa.
Any dispute arising from this Policy, any quotation, any invoice, any installation, or any transaction with End Loadshedding shall first be addressed through good-faith negotiation.
If the dispute cannot be resolved amicably, it may be referred to arbitration in Cape Town, South Africa, in accordance with the rules of the Arbitration Foundation of Southern Africa, unless another dispute resolution forum is required by law.
21. Amendments and Updates
End Loadshedding may amend, update, replace, or withdraw this Policy from time to time.
The version applicable to a transaction shall generally be the version in effect at the time of purchase, unless otherwise required by law or agreed in writing.
Customers are encouraged to review this Policy periodically.
22. Contact Information
For returns, refunds, warranty claims, system removals, support, or questions regarding this Policy, please contact End Loadshedding.
Phone: 021 300 1729
Email: sales@endloadshedding.co.za
Website: www.endloadshedding.com
Address: End Loadshedding (Pty) Ltd, South Africa