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. Please see below for more information on our return policy.

Last updated: 2021/07/14

RETURNS

You may return goods within 7 (seven) days of the date of the receipt of the goods if the transaction falls within the scope of Section 44 of the Electronic Communications and Transmissions Act. The aforementioned return policy excludes items contemplated in Section 42(2) of the aforementioned 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 also do not offer returns on damaged components, installed components (this can be returned only under the warranty after inspection), or scratched components. We only accept warranty returns 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 can’t be accepted.
• Admin fee for the goods return is 10 % of the net invoice value excl. 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 excl. 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. Plumb A Nator Office Depending on your location, kindly contact us at inquiry@plumbanator.co.za to book the product being returned and our team will advice to which address the product can be sent to, closest to your location. You are welcome to call us at 063 807 3193 for any inquiries regarding RMA products. Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

REFUNDS

All items are covered by a 12-month warranty (unless otherwise stated) which will be honored directly by Plumb A Nator. All products will either be replaced/repaired/refunded depending on stock availability. Products will require evaluation by Plumb A Nator before a warranty claim can be accepted. Refunds are subject to inspection of item(s) – in some cases, items will need to be sent to supplier for evaluation and testing. This can take up to 15 to 20 working days, at times more time is needed depending on the complexities of the system or if more advanced investigations needs to be conducted. We will notify you by email when your return has been processed.

ERROR IN DELIVERY:

We all make mistakes at times, we’re only human, but we’re more than willing to rectify any mistake on orders if something was incorrectly dispatched! You may return goods within 7 (seven) working days, if Plumb A Nator Pty has made an error in delivery or dispatch. If you received the incorrect product, kindly notify our office and you can return the incorrectly received product to us and we will ensure the error is rectified and the correct product is dispatched after the returned product has been returned and not been used or damaged by the receiving party. Plumb A Nator are not liable for any losses on delayed deliveries if it has been rectified under 10 working days or has been otherwise agreed with the end client.

Shipping Policy:

Goods are shipped using 3rd party shipping companies and prices are calculated based on weight and dimensions. All orders are shipped at the instruction of the customer & as a result the customer will be liable for the items once it has left the premises of Plumb A Nator or our distributors.

• All orders are shipped by Plumb A Nator (PTY) LTD without any insurance.
• An order will be considered completed by PLUMB A NATOR  (PTY) LTD once it has been collected by the customer &/or the shipping company.
• PLUMB A NATOR  (PTY) LTD will not be held liable for any damages or losses that may be incurred during transit via theft, looting, hijacking, fire, mishandling, negligence, acts of God, or any other cause that is out of our control [force majeure].
• Additional packaging costs may be incurred by the customer when requesting PLUMB A NATOR  (PTY) LTD to ship solar panels. Goods that are fragile need packaging that will incur an additional fee.
• Goods will be delivered within 2-10 working days depending on the Courier company schedules and the volume of products requiring dispatch at a time.
• PLUMB A NATOR  (PTY) LTD do not ship internationally.
• PLUMB A NATOR  (PTY) LTD only ship our goods nationally (within South Africa).
• The customer should provide their full shipping address and contact details for the courier company.
• The customer should avail themselves within the 2-10 working days to receive the goods.
• The customer may organize their own courier, provided PLUMB A NATOR  (PTY) LTD are notified beforehand.

Cancellation policy:

If cancellation is required after payment has been made then an email to the specified sales team will be required by the consumer which should entail:

• Reason for cancellation.
• Consumer banking details.
• A cancellation time frame of 48 hours will fall into place once an order has been placed.
• If the order is canceled after the 48 hour time frame a 5% penalty will be incurred for the processing of the specified order.
• If the order is canceled within the given time period then no penalty will be incurred.

EXCEPTIONS

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

• Electricity fluctuations and surges, lightning strikes, faults in the building wiring, faulty installations, and improper use of controls
• Failure to use the product in accordance with the operating instructions and or general misuse and or abuse
• Damage caused by a superior force or if the product has been infested with insects or pests
• If the product is physically damaged after it left the store
• If water or liquid caused the damage to the product
• If the warranty seal is tampered with
• Any repair or tampering by an unauthorized person or attempt to repair or tamper with the equipment, or use of parts not supplied by authorized agents, or alterations or modification to the equipment shall render the warranty null and void.

NOT SATISFIED WITH PRODUCTS:

You may return goods within 7 (seven) days of the date of the delivery of the goods if the transaction falls within the scope of Section 44 of the Electronic Communications and Transmissions Act. The aforementioned return policy excludes items contemplated in Section 42(2) of the aforementioned Act.

Notwithstanding the above, Plumb A Nator Pty shall not be 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;

– joined or added to or blended or combined or embedded within other goods or property.

Customers agree to use only reputable carriers capable of providing proof of delivery and insurance for the entire value of the shipment. You are required to bear the cost of shipping and insurance required for the return of the goods to Plumb A Nator. plumbanator.co.za will not refund shipping charges, unless an error in delivery was made by Plumb A Nator or the product is in fact found to be defective during the warranty period.

Customers agree that all returned products for credit, replacement or refund will be 100% complete, in a resalable condition, and will 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 will refuse to accept the return or may impose additional charges against you for the replacement of the missing component.

Plumb A Nator may impose a reasonable fee should it be necessary to restore the goods in order to render it suitably fit for re-stocking. To the extent allowed by the law, order cancellations and returns will be subject to a 15% handling fee.

The warranty will be void if the unit is:

• Not installed as per manufacturers 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
• The battery input must be protected by a rated fuse for both the negative and positive connections, within the calculated PSCC ratings.
• Tampered with (attempted to open the unit)
• Visible damage to the unit

Return & refund policy

WE HAVE A RETURN, REFUND AND EXCHANGE POLICY UNDER STRICT REGULATIONS.

• If a product is returned then a thorough inspection will be carried out by the sales and technical department, if there are clear signs of the goods being tampered, warranty will be void.
• Products such as our inverters will be refunded or replaced provided that the product was not removed from the box.
• The warranty seals for specific products will be checked, if a warranty seal has been removed then all policies will be void.
• No OBF policy will be tolerated if a product has been open and used or installed. Management will look at special situations for replacements.
• Upon return serial numbers of the box and inverter must match with our specific product numbers in order to deduce where the product has been sold.
• If the item is requested for an exchange then if deemed fit we will provide the options.
• Upon accepted return from PLUMB A NATOR PTY we will pass a credit or refund.
• Upon return the consumer is liable to use his/her own courier service if courier is requested from us then a shipping fee will be issued.
• Damaged goods should be notified to PLUMB A NATOR PTY once the customer receives his/her goods, if we are not notified within 7 working days after the purchase then the goods will fall under warranty .

STRICTLY NO REFUNDS OR EXCHANGES ON ANY PRODUCTS THAT HAVE BEEN INSTALLED, SCRATCHED OR DAMAGED IN ANY WAY.
WARRANTY RETURNS REQUIRE A MINIMUM OF 7 – 30 WORKING DAYS TO BE ASSESSED OR REPAIRED.

QUESTIONS

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