Refund & Returns Policy
At Solar Starz, we want customers to feel confident when ordering from us. If there is a problem with your order, we’ll do our best to resolve it fairly and as quickly as possible.
This policy explains how returns, refunds, replacements, and cancellations are handled for products purchased directly from Solar Starz.
Returns
We accept returns on eligible products within 14 days of delivery.
To qualify for a return:
- The item must be unused and in its original condition
- All original packaging, accessories, and manuals must be included
- Proof of purchase or order confirmation is required
Products that have been installed, modified, physically damaged, or misused may not qualify for a refund or return.
Non-Returnable Items
Certain items cannot be returned, including:
- Custom or special-order products
- Products damaged through incorrect installation or misuse
- Services already completed or started
- Items returned without prior approval
Damaged or Faulty Products
If your order arrives damaged or faulty, please contact us within 48 hours of delivery.
To help us investigate quickly, please include:
- Your order number
- A short explanation of the issue
- Clear photos of the product and packaging
Once the issue has been reviewed and confirmed, we may offer:
- A replacement
- A repair
- A refund where applicable
If the fault is confirmed, Solar Starz will cover the return courier costs.
How to Request a Return
To start a return, email us at:
Please include your order number and reason for the return request.
Our team will provide the correct return instructions and return address details.
Returns sent without prior communication or approval may be refused.
Return Address
Solar Starz
Unit 12 82B, Pabalego Factories
1044 Schooner Ave
Laser Park
Roodepoort
Gauteng 1724
South Africa
Return Shipping Costs
If the return is due to an incorrect item, damaged product, or confirmed fault, we will arrange or cover the return shipping costs.
If the item is being returned for any other reason, the customer will normally be responsible for the courier costs.
Original delivery charges are generally non-refundable unless the error was on our side.
Refunds
Once the returned item has been received and inspected, we will notify you of the outcome.
Approved refunds are usually processed within 5–7 business days back to the original payment method used during checkout.
Please note that banks and payment providers may take additional time to reflect the refund.
Exchanges
If you received a defective or damaged item and would prefer a replacement instead of a refund, please contact us and we’ll assist with the exchange process where possible.
Service & Installation Work
Refunds are generally not available for installation work, consultations, or services once work has already started.
However, if there is a genuine issue related to workmanship or service quality, please contact us so we can investigate and resolve the matter fairly.
Any service-related concerns should be reported within 7 days after completion.
Order Cancellations
Orders can usually be cancelled before dispatch for a full refund.
If the order has already been shipped, cancellation may no longer be possible and the standard returns process will apply.
Consumer Rights
Nothing in this policy limits your rights under the Consumer Protection Act of South Africa where applicable.
Contact Information
Solar Starz
Email: info@solarstarz.co.za
Office Hours: Monday – Friday
08:00 AM – 05:00 PM