Refund and Returns Policy

1.0 Scope and Overview

1.1. This Refund and Returns Policy outlines the procedure and conditions for returning products purchased from Sunquest Solar Projects (Pty) Ltd. 1.2. This policy applies to physical goods purchased from our online shop and does not cover dissatisfaction with installation services, which are handled under the terms of the separate installation contract. 1.3. The policy is compliant with the Consumer Protection Act (CPA) of South Africa and the Electronic Communications and Transactions Act (ECTA).

2.0 Right to Cancel/Cooling-Off Period (ECTA)

2.1. In terms of ECTA, customers purchasing goods online have a seven (7) calendar day cooling-off period from the date of delivery during which the transaction may be cancelled without reason or penalty. 2.2. To exercise this right, you must inform Sunquest Solar Projects in writing of your intention to cancel the order. 2.3. The customer is responsible for the direct cost of returning the goods. The products must be returned undamaged, unopened, and in their original packaging. 2.4. Upon receipt and inspection of the returned goods, a full refund of the purchase price will be processed within thirty (30) days.

3.0 Returns for Defective or Incorrect Goods (CPA)

3.1. Should a product be found to be defective within six (6) months of delivery, you may return it to us. The defect must not be a result of fair wear and tear, misuse, or improper installation (where installation was not done by us). 3.2. Upon inspection, Sunquest Solar Projects will offer to repair the goods, replace the goods, or provide a full refund, at the customer’s choice, as per the CPA. 3.3. If the wrong product is delivered, you must notify us within seven (7) days of delivery. We will arrange for the correct product to be delivered and the incorrect product to be collected at our expense.

4.0 Conditions for All Returns

4.1. All returned goods must be accompanied by the original proof of purchase (invoice or order number). 4.2. Goods must be returned in their original condition and packaging. If the packaging is damaged or the product has been used, a repackaging or restocking fee may be deducted from the refund amount. 4.3. Specific Exclusions: No returns will be accepted for products that have been physically installed, connected to an electrical system (even if later uninstalled), or damaged due to improper handling, reverse polarity, or lightning/surge damage. 4.4. The customer must first contact Sunquest Solar Projects to receive a Return Merchandise Authorisation (RMA) number before shipping any goods back.

5.0 Manufacturer Warranties

5.1. All solar panels, inverters, and batteries are covered by their respective manufacturer warranties, which typically exceed our standard 6-month returns period. 5.2. If a product becomes faulty after the 6-month CPA period, the customer must utilise the manufacturer’s warranty process. Sunquest Solar Projects will provide all necessary documentation and reasonable assistance to facilitate the warranty claim.

6.0 Refunds Processing

6.1. Refunds will be processed to the original payment method used for the purchase. 6.2. The processing time for refunds is typically between 7 and 14 business days after the returned goods have been received and successfully inspected. 6.3. Shipping and installation fees are generally non-refundable, except in cases where the return is due to an error on our part (e.g., incorrect item delivered).