Refund & Returns Policy

Last Updated: 26 August 2026

At Solar Starz, we want our customers to purchase with confidence. We take care to ensure that orders are accurately processed, properly packaged and delivered in good condition.

If there is a problem with your order, we will work with you to resolve it fairly and efficiently.

This Refund & Returns Policy explains when products may be returned, how to request a return, and how refunds or replacements are handled.

1. Our Commitment to Customers

Solar Starz is committed to supplying products that are accurately described, of acceptable quality and suitable for their intended purpose.

Nothing in this policy is intended to limit or exclude any rights that a consumer may have under applicable South African consumer-protection legislation.

Where a statutory consumer right applies, that right will take precedence over any conflicting provision of this policy.

2. When Can You Return a Product?

A product may be eligible for return where:

• The product is defective or unsafe.

• The product does not meet the required quality standards.

• The wrong product was supplied.

• The product received is materially different from the product described on our website.

• The product was damaged before or during delivery.

• A return is permitted under applicable consumer-protection legislation.

• A specific product warranty or guarantee provides an applicable return or replacement right.

For certain products, additional manufacturer warranty terms may apply.

3. Defective Products

Solar Starz recognises the consumer's statutory rights regarding defective or unsafe goods.

Under the South African Consumer Protection Act, qualifying goods are subject to an implied warranty of quality. Where goods fail to satisfy the applicable requirements, a consumer may have the right to return the goods within six months after delivery, without penalty and at the supplier's risk and expense, subject to the requirements of the Act.

Where applicable, the consumer may choose the remedy provided by law, which can include:

• Repair of the product;

• Replacement of the product; or

• Refund of the price paid.

These statutory rights apply in addition to any manufacturer warranty that may apply to the product.

4. Products Damaged During Delivery

We recommend inspecting your order as soon as it arrives.

If a product or its packaging appears damaged, please contact Solar Starz as soon as reasonably possible.

To help us investigate the issue, we may request:

• Your order number;

• Photographs of the packaging;

• Photographs of the shipping label;

• Photographs showing the damage;

• Photographs of the product and accessories; and

• A description of the issue.

Please keep the original packaging and all accessories until the matter has been resolved.

Where the damage occurred before the product reached you, Solar Starz will work with the relevant delivery provider to investigate and resolve the matter.

5. Incorrect Products

If you receive a product that is different from what you ordered, please contact us as soon as possible.

We will verify the order and, where the incorrect product was supplied by Solar Starz, arrange an appropriate resolution.

Depending on availability and the circumstances, the resolution may include:

• Supplying the correct product;

• Replacing the incorrect product; or

• Providing a refund where appropriate.

Where the incorrect product was supplied due to an error on our part, we will provide reasonable instructions regarding its return.

6. Product Not as Described

If a product does not correspond materially with the description, specifications or representation provided on our website, please contact us with your order details and supporting information.

We will investigate the matter and provide an appropriate remedy in accordance with applicable consumer-protection legislation.

7. 30-Day Change-of-Mind Returns

Solar Starz offers a 30-day change-of-mind return period on eligible products.

Customers may request a voluntary return within 30 calendar days from the date the product is delivered, provided the product:

• Is unused and in its original condition;

• Has not been installed, connected, wired, configured or commissioned;

• Has not been modified, altered or damaged after delivery;

• Includes all original accessories, manuals, components and packaging where reasonably possible; and

• Is returned in a condition that allows Solar Starz to reasonably inspect and resell the product.

To request a change-of-mind return, customers must contact Solar Starz within the 30-day period using the contact details provided in this policy. Customers should not return a product before receiving return instructions from Solar Starz.

For voluntary change-of-mind returns that are not required by law, the customer may be responsible for reasonable return shipping or collection costs. Any applicable costs will be communicated before the return is arranged.

Because solar panels, inverters, batteries and other electrical equipment can be installation-sensitive, products that have been installed, connected, configured, modified or used may not qualify for a voluntary change-of-mind return.

The 30-day voluntary return policy does not limit or replace any statutory consumer rights available under applicable South African consumer-protection legislation. Where a statutory right applies, that right will take precedence.

8. Solar Equipment and Installed Products

Solar panels, inverters, batteries and electrical equipment require particular care.

If you are experiencing a technical problem with a solar product, please contact us before attempting to repair, open, modify or dismantle the product.

Customers should not attempt repairs or modifications that are not authorised by the manufacturer.

Damage caused by incorrect installation, unauthorised modification, misuse, improper handling or failure to follow manufacturer instructions may affect warranty or return eligibility, subject always to applicable consumer rights.

9. Items That May Not Qualify for a Voluntary Return

Subject to statutory consumer rights, a voluntary change-of-mind return may not be accepted where a product:

• Has been installed or permanently connected;

• Has been modified or altered;

• Has been damaged through misuse or negligence;

• Has been opened or dismantled contrary to manufacturer instructions;

• Is missing essential components or accessories;

• Has been used beyond what is reasonably necessary to inspect or assess the product; or

• Has been damaged after delivery through improper handling or installation.

This section does not remove any statutory right relating to defective or unsafe goods.

10. How to Request a Return

To request a return, contact our customer service team using the details below.

Please provide:

1. Your full name;

2. Order number;

3. Email address or telephone number used when ordering;

4. Product name;

5. Reason for the return;

6. Photographs or other supporting information where relevant; and

7. Any relevant warranty or product information.

Email: info@solarstarz.co.za
Phone: 084 494 0000

Please do not send a product back without first contacting Solar Starz and receiving return instructions.

11. Return Assessment

Once we receive a return request, we may need to assess the product to determine the appropriate resolution.

Depending on the circumstances, we may inspect:

• Product condition;

• Serial numbers;

• Accessories and components;

• Packaging;

• Signs of damage;

• Installation or modification;

• The reported fault; and

• Whether the product corresponds with the original order.

An assessment does not remove or limit any consumer rights available under applicable law.

12. Return Shipping Costs

Where a return is required because:

• The wrong product was supplied;

• The product was damaged before delivery;

• The product is defective or unsafe; or

• Applicable consumer-protection legislation requires the supplier to bear the return cost,

Solar Starz will make appropriate arrangements in accordance with the applicable circumstances and law.

For voluntary returns that are not required by law, the customer may be responsible for reasonable return shipping costs.

We will communicate the applicable return arrangements before the product is sent back.

13. Refunds

Once a returned product has been received, inspected and the applicable refund has been approved, Solar Starz will process the refund within 5 business days.

Refunds will normally be made using the same payment method used for the original purchase, where reasonably possible.

The 5-business-day period refers to the time required for Solar Starz to process and initiate the refund after the return has been received, inspected and approved. The time for the funds to actually appear in the customer's bank account or payment account may vary depending on the customer's bank, card issuer or payment provider.

Customers should therefore allow additional time for their financial institution or payment provider to reflect the refunded amount.

Where a refund is required under applicable South African consumer-protection legislation, Solar Starz will process the refund in accordance with the applicable legal requirements.

14. Refund Amount

Where a full refund is applicable, the refund will normally cover the amount paid for the returned product.

Where required by applicable law, associated delivery or return costs will also be handled in accordance with the relevant consumer rights.

For voluntary returns, any applicable costs or deductions will be communicated to the customer before the return is finalised.

Solar Starz will not make deductions that are prohibited by applicable law.

15. Replacement Products

Where a replacement is agreed or required, we will arrange a replacement subject to product availability.

If the same product is unavailable, we will communicate the available alternatives or refund options.

Replacement delivery arrangements will be communicated to the customer as part of the return process.

16. Manufacturer Warranties

Some solar products may include a manufacturer's warranty in addition to the rights provided by South African consumer law.

Manufacturer warranties may have specific requirements concerning:

• Product registration;

• Installation;

• Approved installers;

• Operating conditions;

• Maintenance;

• Warranty periods;

• Serial numbers; and

• Warranty claim procedures.

Where a manufacturer warranty applies, customers should retain invoices, serial numbers and relevant warranty documentation.

A manufacturer's warranty does not remove statutory consumer rights that apply to the transaction.

17. Warranty Exclusions

Manufacturer warranty conditions may exclude certain types of damage or failure.

Examples may include damage caused by:

• Incorrect installation;

• Incorrect electrical connection;

• Unauthorised modification;

• Physical impact;

• Misuse;

• Negligence;

• Water or environmental damage outside the product's rated conditions;

• Electrical surges where excluded by the relevant warranty;

• Failure to follow manufacturer instructions; or

• Use outside the manufacturer's specified operating requirements.

The specific warranty terms applicable to a product will depend on the manufacturer and product purchased.

18. Refund Processing Time

Approved refunds are processed within 5 business days after the returned product has been received, inspected and the refund has been approved.

Once Solar Starz has processed the refund, the time required for the funds to appear in the customer's account may depend on the payment method and the customer's bank or payment provider.

If a customer has not received the refunded amount after allowing reasonable additional time for the bank or payment provider to process the transaction, the customer should contact Solar Starz so that we can investigate the status of the refund.

The 5-business-day processing period does not limit any refund timeframe that may be required under applicable South African consumer-protection legislation.

19. Proof of Purchase

A valid order number, invoice, receipt or other reasonable proof of purchase may be requested when processing a return or warranty claim.

This allows us to verify the transaction and identify the product purchased.

20. Missing Accessories or Components

Where a product is returned, customers should include all accessories, cables, manuals, brackets, components and other items supplied with the original order where applicable.

If an item is returned without components that were supplied with the product, we may need to assess the effect on the return or replacement, subject to applicable law.

21. Products Purchased as Part of a Bundle

Where products are sold together as a bundle, the return conditions may depend on whether the entire bundle or only an individual component is being returned.

Customers should contact Solar Starz before returning part of a bundle so that we can provide the appropriate instructions.

22. Promotional and Sale Products

Products purchased during promotional campaigns or sales remain subject to applicable consumer rights.

A discounted price does not automatically remove a customer's statutory rights concerning defective, unsafe or incorrectly supplied goods.

Any special voluntary return conditions applying to a particular promotion will be clearly communicated at the time of purchase.

23. Fraudulent or Unauthorised Transactions

If you believe that an order was placed using your payment details without your authorisation, please contact us immediately.

We may request information necessary to investigate the transaction and may also refer the matter to the relevant payment provider or financial institution.

24. Orders That Have Not Yet Been Dispatched

If you wish to cancel an order before it has been dispatched, contact Solar Starz as soon as possible.

We will make reasonable efforts to stop the order before dispatch where this is operationally possible.

If the order has already been dispatched, the request may need to be handled through the applicable return process.

25. Customer Responsibilities

Customers are expected to:

• Provide accurate delivery and contact information;

• Follow product installation and operating instructions;

• Use products only for their intended purpose;

• Avoid unauthorised modifications;

• Keep invoices and order information;

• Contact Solar Starz promptly when a problem is discovered; and

• Follow the return instructions provided by our team.

26. Our Statutory Consumer Obligations

Solar Starz respects the rights provided to consumers under applicable South African legislation, including the Consumer Protection Act 68 of 2008.

Where the law provides a consumer with a right to repair, replacement, refund or return, this policy will be interpreted consistently with those rights.

The Consumer Protection Act provides an implied warranty of quality for qualifying goods and specific remedies where goods fail to meet the required standards.

27. Contact Solar Starz

For all return, refund and warranty enquiries, please contact:

Solar Starz
Unit 12, 82B Pabalego Factories
1044 Schooner Ave
Laser Park
Roodepoort
Gauteng 1724
South Africa

Phone: 084 494 0000
Email: info@solarstarz.co.za

Business Hours:
Monday – Friday
08:00 – 17:00

When contacting us, please include your order number so that we can assist you more efficiently.

28. Policy Updates

Solar Starz may update this Refund & Returns Policy from time to time to reflect changes in our business procedures, products, payment methods or applicable legal requirements.

The latest version will always be published on this page.

Solar Starz – Sustainable Energy