Active Energy provides a 7-day money-back satisfaction guarantee on any purchase from Active Energy (except for solar panels, which will attract a 25% re-stocking fee due to their bulk and fragility). You can return purchases for a full refund (excluding shipping) provided the goods are undamaged, unsoiled and unused, in their original, undamaged packaging and are suitable for resale as new. Please notify us within 7 calendar days and ensure item is on our premises a maximum 10 calendar days after delivery date.
Return costs: The customer must cover the shipping costs for an item returned within the 7-day guarantee period.
Returns where the packaging is damaged or incomplete will be subject to a 25% restocking fee. Cut cable, fuses and batteries are non-returnable.
Active Energy complies with the minimum requirements as set out in the Consumer Protection Act. Any additional warranties offered are held by the distributor or manufacturer of the warranted product. Manufacturers’ warranties specified on the site or in manuals are not Active Energy's warranties and are subject to the manufacturer's terms and conditions of warranty and may not apply in South Africa. Fair wear and tear excepted. No other warranty is given or implied.
Warranty Claims: All the goods we sell carry a warranty that is backed by the manufacturer of these goods. These warranties will vary from product to product, but the warranty can never afford you fewer rights than those offered by the Consumer Protection Act of South Africa. When you make a warranty claim, we will apply the warranty claim process of the distributor or manufacturer that supplied those goods. In most cases, the warranties are carry-in warranties, that is, you must return the item either to us or directly to the distributor.
Warranty returns require a minimum of 30 - 90 days working days to be assessed or repaired. Time frame will be determined by influx of warranty claims and/or repairs at current time.
The warranty claim process usually requires that you provide the distributor with information about your set-up that they may require.
This may include things like what batteries were connected to the inverter and how? Were the necessary circuit breakers present, etc. It is a good idea to photograph your set-up when it is complete so that you have a record of the working solution which can be presented if required.
For inverters and batteries:
1) Pictures of the installations clearly indicating surge protection devices.
2) Certificate of Compliance (COC) for completed installations.
3) Line diagram for the installation.
If the claim is approved, the distributor will return the repaired or replaced item to you at their cost, and you will not be out of pocket.
If, however, the claim is not approved, you will either need to get a quote for the repair or arrange to get the item back at your own expense.
In general, if the item is shown to have been damaged through misuse or incorrect installation, the claim will not be approved.
Active Energy itself does not hold the warranties. We will merely act as a conduit to the warranty process and help with the communications between you the customer, and the distributor. The distributor's decision regarding your warranty claim is therefore by default also our decision.
What the warranties DO NOT cover
1) You will not get a temporary replacement unit while your claim is being assessed
2) You will not get on-site assistance to remove the faulty item
Active Energy itself does not hold the warranties. We will merely act as a conduit for the warranty process and help with the communications between you, the customer, and the distributor who represents the manufacturer.
