RETURNS AND REFUND POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either credit your account or refund you subject to the terms below:

We reserve the right to update, change or replace any part of these Returns and Refund policy by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes.

CANCELLED ORDERS POLICY

At Wakheni Solar Enterprise, we strive to ensure a smooth and satisfactory shopping experience. Please note the following regarding order cancellations:

  • Customer-Initiated Cancellations:
    Orders cancelled by customers will not incur any administrative charges (0% admin fee).

  • Store-Initiated Cancellations:
    We reserve the right to cancel any order, even after payment has been received. This may occur in the following cases:

    • Items are out of stock

    • Products do not meet our quality standards

    In such cases, the customer will receive a full refund.

We appreciate your understanding and aim to resolve any issues promptly and transparently

CONDITIONS FOR RETURN

We want you to be completely satisfied with your purchase. If you need to return an item, please take note of the following conditions:

  1. Return Window:
    You have 10 days from the date of delivery to return your item.

  2. Item Condition:

    • The item must be unused.

    • It must be in its original, unopened packaging as received.

  3. How to Log a Return:

    Email us at return@wakhenisolar.co.za

    1. Include your order number and the reason for the return in your message.
    2. Once we receive your request, we will guide you through the return process.
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DAMAGED ITEMS – CONDITIONS AND PROCESS:

If you wish to return your item due to it being damaged, please contact us. We will not send you damaged goods, the only way it can be damaged is with the couriers.

a. If you do wish to return the product you will have to pay for the courier/postal fees to send the item back to us.

b. Once we have received and inspected the product, we will process your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

c. If no fault is found with the product, we will send it back to you and charge you for the courier/postal fees.

d. If fault is found, we will either refund you or give you store credit.

Procedure to Claim a Warranty

To ensure a smooth and valid warranty claim process, please follow the conditions and steps outlined below:

General Warranty Conditions

  1. Warranty Registration:

    • The product’s Warranty Card (if applicable) must be completed and submitted to the supplier at the time of purchase.

  2. Authorized Installation Required:

    • The product must be installed by an authorized and registered installer.

    • Initial fault diagnostics must be performed by the original installer.

      Note: Wakheni Solar Enterprise and the brand supplier will not be liable for any call-out or repair costs.

  3. Replacement of Faulty Parts:

    • If a part is deemed faulty:

      • It will be replaced under warranty at no charge by the supplier.

      • A Report Form must be requested from Wakheni Solar Enterprise, completed by both the customer and the installer, and returned to us.

      • The faulty part must be returned to Wakheni Solar Enterprise at the customer’s cost.

      • The replacement part will be sent to the customer at our cost.

      • The installer is responsible for fitting the new part and any related labour.

If the Fault Cannot Be Resolved by the Installer:

For Installations in Durban and Surrounding Suburbs:

  1. Request a Call-Out Form from Wakheni Solar Enterprise.

  2. Ensure the form is completed by both the customer and the installer, then return it to us.

  3. Wakheni Solar Enterprise will coordinate with the supplier, who will arrange to visit the installation site with the installer and customer present.

Call-Out Fee: A R450 fee will be charged if:

  • The installer fails to attend the scheduled appointment with the supplier’s technician.

  • The issue is due to faulty installation or non-product-related factors.

For Installations Outside Durban/Suburbs:

  1. Request and complete a Call-Out Form (as above).

  2. Based on the installer’s feedback:

    • If the item requires repair under warranty, it must be returned to Wakheni Solar Enterprise at the customer’s cost.

    • After repair (approx. 14 working days from receipt by the supplier), the item will be returned to the customer at our cost.

Ongoing Maintenance Requirement

  • Warranty coverage is subject to regular servicing as specified by the supplier.

  • Services must be:

    • Performed by a registered technician.

    • Documented with a valid service invoice, submitted to info@wakhenisolar.co.za