Refund and Returns Policy

Product return policy

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a refund or an exchange.

Last updated: 2021/07/14

Returns

You may return goods within 7 (seven) days of the date of receipt of the goods if the transaction falls within the scope of Section 44 of the Electronic Communications and Transmissions Act. This excludes items contemplated in Section 42(2) of the same Act. No solar components can be returned if the original packaging and invoice number are not present or if the serial number is not present.

We do not offer returns on damaged components, installed components (except under warranty after inspection), or scratched components. Warranty returns are only accepted if there is a valid CoC on the installations, and an assessment will be conducted to determine the cause of return.

Shipped goods

• Goods need to be sealed with original packing and must not have been used, otherwise the return cannot be accepted.
• Admin fee for the goods return is 10% of the net invoice value excluding VAT. Shipping costs for the return are to be carried by the client.
• The client will get a refund or a credit for the next order. Refunds can take up to 10 days to be processed.

Processed goods still in the warehouse

• The return admin fee for processed and/or invoiced goods still lying in the warehouse is 3% of the net invoice value excluding VAT.
• The client will get a refund or a credit for the next order. Refunds can take up to 10 days to be processed.

Return process

To return an item, please email customer service at inquiry@plumbanator.co.za to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging and include your proof of purchase.

Depending on your location, kindly contact inquiry@plumbanator.co.za to book the product being returned and the team will advise which address the product can be sent to, closest to your location.

You are welcome to call 068 329 9795 for any enquiries regarding RMA products. You will be responsible for all return shipping charges. It is strongly recommended that you use a trackable method to mail your return.

Refunds

All items are covered by a 12-month warranty unless otherwise stated and will be honoured directly by Plumb A Nator. Products will either be replaced, repaired, or refunded depending on stock availability. Products require evaluation before a warranty claim can be accepted. Refunds are subject to inspection and, in some cases, items need to be sent to the supplier for evaluation and testing.

This can take up to 15 to 20 working days, and sometimes longer depending on the complexity of the system or the investigations required. You will be notified by email when your return has been processed.

Error in delivery

If something was incorrectly dispatched, goods may be returned within 7 (seven) working days where Plumb A Nator Pty made an error in delivery or dispatch.

If you received the incorrect product, notify the office and return the incorrect product. The team will ensure the error is rectified and the correct product is dispatched after the returned product has been received and has not been used or damaged by the receiving party. Plumb A Nator is not liable for losses on delayed deliveries if the matter has been rectified within 10 working days or otherwise agreed with the end client.

Shipping policy

• Goods are shipped using third-party shipping companies and prices are calculated based on weight and dimensions.
• All orders are shipped without insurance.
• An order is considered completed once it has been collected by the customer and/or the shipping company.
• Plumb A Nator will not be held liable for damages or losses incurred during transit via theft, looting, hijacking, fire, mishandling, negligence, acts of God, or any other force majeure event.
• Additional packaging costs may be incurred by the customer when fragile goods such as solar panels are shipped.
• Goods will be delivered within 2 to 10 working days depending on courier schedules and dispatch volumes.
• Goods are shipped nationally within South Africa and not internationally.
• The customer should provide their full shipping address and contact details for the courier company.
• The customer should make themselves available within the 2 to 10 working days to receive the goods.
• The customer may organise their own courier provided Plumb A Nator is notified beforehand.

Cancellation policy

If cancellation is required after payment has been made, an email to the specified sales team is required and should include:

• The reason for cancellation.
• Consumer banking details.
• A cancellation time frame of 48 hours once an order has been placed.
• If the order is cancelled after the 48-hour time frame, a 5% penalty will be incurred for processing the order.
• If the order is cancelled within the given time period, no penalty will be incurred.

Exceptions

For defective or damaged products, please contact the customer service number to arrange a refund or exchange. A 15% restocking fee will be charged for returns not in the same state as when bought. The warranty will no longer be valid, and Plumb A Nator will not be responsible for damage or injury resulting from:

• Electricity fluctuations and surges, lightning strikes, faults in building wiring, faulty installations, and improper use of controls.
• Failure to use the product in accordance with the operating instructions and general misuse or abuse.
• Damage caused by superior force or infestation with insects or pests.
• Physical damage after the product left the store.
• Water or liquid damage to the product.
• Tampering with the warranty seal.
• Any repair or tampering by an unauthorised person, or use of parts not supplied by authorised agents, or unauthorised alterations or modifications.

Not satisfied with products

You may return goods within 7 (seven) days of the date of delivery if the transaction falls within the scope of Section 44 of the Electronic Communications and Transmissions Act, subject to the exclusions in Section 42(2).

Plumb A Nator Pty is not required to accept the return of any goods, unless defective within the warranty period, if at your direction the goods have been partially or entirely disassembled, physically altered, permanently installed, affixed or attached, or joined, blended, combined, or embedded within other goods or property.

Customers agree to use reputable carriers capable of providing proof of delivery and insurance for the full value of the shipment. The customer bears the cost of shipping and insurance for the return of goods. Shipping charges are not refunded unless there was an error in delivery or the product is found to be defective during the warranty period.

Returned products for credit, replacement, or refund must be complete, in a resalable condition, and include the original packaging material, manuals, blank warranty cards, and other accessories provided by the manufacturer.

If any component of the returned product is missing, Plumb A Nator may refuse the return or impose additional charges for the replacement of the missing component. A reasonable fee may also be imposed where goods must be restored to a re-stockable condition. To the extent allowed by law, order cancellations and returns are subject to a 15% handling fee.

Warranty conditions

The warranty will be void if the unit is:

• Not installed as per manufacturer specifications.
• Not installed with a minimal 40kA surge protection unit for both live and neutral wires from the AC incoming supply.
• Not installed with a minimal 40kA surge protection unit for both positive and negative wires from the AC incoming supply.
• Not protected by the calculated and required 2-pole breakers for the input and output of the inverter.
• Not installed with a changeover switch.
• Not protected on the battery input by a rated fuse for both negative and positive connections within the calculated PSCC ratings.
• Tampered with by attempting to open the unit.
• Visibly damaged.

Return and refund policy summary

• If a product is returned then a thorough inspection will be carried out by the sales and technical department, and if there are clear signs of tampering the warranty will be void.
• Products such as inverters will be refunded or replaced provided the product was not removed from the box.
• If a warranty seal has been removed then all policies are void.
• No OBF policy will be tolerated if a product has been opened, used, or installed. Management may review special situations for replacements.
• Serial numbers on the box and inverter must match product records to verify where the product was sold.
• If the item is requested for an exchange then, if deemed fit, options will be provided.
• Upon accepted return, a credit or refund will be passed.
• Upon return the consumer is liable to use their own courier service; if courier is requested from the company then a shipping fee will be issued.
• Damaged goods should be notified once the customer receives the goods. If the company is not notified within 7 working days after purchase then the goods will fall under warranty.
• Strictly no refunds or exchanges on products that have been installed, scratched, or damaged in any way.
• Warranty returns require a minimum of 7 to 30 working days to be assessed or repaired.

Questions

If you have any questions concerning the return policy, please contact: lvr@plumbanator.co.za.