Returns & Refunds Policy

Solergy Solutions — Trade Portal (shop.solergysolutions.com) Last updated: July 2026

This policy applies to purchases made through the Solergy Solutions trade portal by approved trade account holders.

1. Inspection on delivery

Please inspect all goods on receipt. Visible transit damage or shortages should be noted on the delivery note / proof of delivery at the time of delivery and reported to us as soon as possible. This makes carrier claims far easier to resolve in your favour.

2. Reporting window

All returns, shortages, incorrect deliveries and damage claims must be reported to us within 14 days of delivery. Contact orders@solergysolutions.com with your order number, the affected items, and photos where applicable.

3. Return authorisation

Please do not send goods back without contacting us first. All returns require prior authorisation and a return reference from our team. Unauthorised returns may be refused on receipt.

4. Returns of non-defective goods

If you ordered the wrong item or no longer require goods, we will accept the return within 14 days of delivery provided the goods are unused, uninstalled, in their original undamaged packaging, and in a resalable condition. We do not charge a restocking fee. Return transport for non-defective goods is for the customer’s account.

The following cannot be returned unless defective: special-order or indent items brought in specifically for you; cable cut to length or other customised items; goods that have been installed, used, or altered; and items with damaged or incomplete original packaging.

5. Defective goods and warranty claims

Goods that are defective on arrival, or that fail within the manufacturer’s warranty period, are handled under the relevant manufacturer’s warranty (for example Victron Energy and Solar MD products carry their respective factory warranties). We facilitate the warranty claim with the manufacturer on your behalf — contact us with the product serial number, proof of purchase, and a description of the fault. Depending on the manufacturer’s assessment, the remedy will be repair, replacement, or credit.

Warranties do not cover damage caused by incorrect installation, misuse, lightning/surge events outside product specification, or unauthorised modification.

6. Refunds and credits

Once a return is received and inspected, we will process the agreed remedy within 7 business days: a credit note against your trade account, a replacement, or a refund by EFT to your registered bank account. Original delivery charges are refundable only where the return results from our error (incorrect or defective item supplied).

7. Contact

Solergy Solutions Moreleta Park, Pretoria, South Africa Email: orders@solergysolutions.com

Nothing in this policy is intended to exclude any rights you may have under applicable South African legislation.