Refunds & Returns Policy

At SMX SOLAR, we want our customers to be satisfied with their purchases. This Refunds & Returns Policy explains the requirements and process for returning products and requesting refunds.

This policy is intended to operate in accordance with applicable South African consumer protection legislation.

Returns

Return Eligibility

To be eligible for a return:

• The return request must generally be made within 30 days of the delivery date.

• Products must be unused, unopened, and in their original packaging.

• All original accessories, manuals, components, labels, and packaging should be included where applicable.

• Products must be returned in a condition suitable for resale.

Certain products may have specific return conditions. Customers should review the relevant product description or contact SMX SOLAR before purchasing if they are unsure about a product's return eligibility.

Products That May Not Qualify for Return

Returns may not be accepted for certain products or orders, including:

• Perishable products

• Custom-made or specially configured products

• Personalised products

• Special-order items

• Clearance or final-sale items

• Products that have been installed, used, modified, dismantled, or damaged after delivery, where applicable

Nothing in this policy is intended to limit any rights a customer may have under applicable South African consumer protection laws.

How to Request a Return

To initiate a return:

1. Contact SMX SOLAR using the contact details provided below.

2. Provide your order number, product details, and reason for the return.

3. We will review the request and advise whether the return is approved.

4. If approved, you will receive instructions regarding the return method and delivery address.

Please do not send products back without receiving return instructions from SMX SOLAR first.

Unauthorised returns may be delayed or may not be accepted.

Return Shipping

Unless the product is defective, damaged on arrival, incorrectly supplied, or the return is otherwise covered by applicable consumer protection legislation:

• The customer may be responsible for the cost of returning the product.

• Customers should use a reputable and trackable courier service.

• Customers are encouraged to retain proof of shipment until the return has been received and processed.

• SMX SOLAR cannot be held responsible for return parcels that are lost or damaged while being transported back by the customer.

Where a product is confirmed to be defective, damaged, or incorrectly supplied by SMX SOLAR, appropriate return arrangements will be discussed with the customer.

Return & Refund Information

Standard Return Period: 30 days from delivery, subject to eligibility

Refund Processing: Up to 10 business days after the returned product has been received, inspected, and approved

Restocking Fee: No standard restocking fee, unless applicable due to damage, missing components, or other circumstances permitted by law

Return Method: Courier or another return method approved by SMX SOLAR

Return Shipping: Customer responsibility where applicable

Currency: South African Rand (ZAR)

Refunds

Refund Processing

Once a returned product has been received, SMX SOLAR will inspect the item to determine whether it meets the applicable return requirements.

After inspection:

• The customer will be notified whether the return has been approved or declined.

• Approved refunds will generally be processed within 10 business days.

• Refunds will normally be made using the original payment method used for the purchase.

• The time required for the funds to reflect in the customer's account may depend on the customer's bank or payment provider.

Partial Refunds

A partial refund may be considered where permitted if a returned product:

• Shows signs of use beyond what is reasonably necessary to inspect the product

• Has been damaged after delivery

• Is missing accessories, components, manuals, packaging, or other items

• Has been altered, installed, dismantled, or modified

• Is returned in a condition that affects its resale value

Any deduction will be assessed based on the condition of the returned product and applicable legal requirements.

Non-Refundable Costs or Items

Where legally permitted, the following may not qualify for a refund:

• Original shipping or delivery charges

• Return shipping costs

• Gift cards

• Custom-made or personalised products

• Special-order products

• Clearance or final-sale products

This section does not exclude any refund, replacement, repair, or other remedy that a customer may be entitled to under applicable South African consumer protection legislation.

Faulty, Damaged or Incorrect Products

If you receive a product that is:

• Defective or faulty

• Damaged during delivery

• Different from the product ordered

• Missing essential components

Please contact SMX SOLAR as soon as possible after receiving the order.

We may request photographs, videos, product information, or other details to assist with assessing the issue.

Where the issue is confirmed to be the responsibility of SMX SOLAR or the relevant supplier, we will work with the customer to provide an appropriate remedy in accordance with applicable consumer protection requirements.

Late or Missing Refunds

If your refund has been approved but has not yet appeared in your account:

1. Check your bank account or payment account again.

2. Contact your bank or payment provider to confirm whether the transaction is still being processed.

3. If the refund remains outstanding, contact SMX SOLAR so that we can assist in checking the status.

Exchanges

SMX SOLAR may provide an exchange where a product is confirmed to be defective, damaged, incorrectly supplied, or where an exchange is otherwise approved.

If you require an exchange, please contact us before sending the product back.

Exchanges are subject to product availability. If the same product is unavailable, an alternative remedy may be discussed where applicable.

Solar Equipment & Installed Products

Certain solar products, including inverters, batteries, solar panels, mounting equipment, and other electrical equipment, may have specific warranty, installation, handling, and return requirements.

Products that have been installed, connected, commissioned, modified, dismantled, or used may be subject to additional assessment before a return, replacement, or refund is approved.

Customers should contact SMX SOLAR before returning or dismantling any installed equipment.

Contact SMX SOLAR

For return, refund, or exchange enquiries, please contact us:

SMX SOLAR

Email: info@smxsolar.com

Address:
45 Director Rd
Spartan
Johannesburg
1619
South Africa

Business Hours: Monday – Friday, 08:00 AM – 05:00 PM