Returns Policy
Freshtec Energy is committed to supplying products that meet the applicable quality standards and product specifications. This Returns Policy explains how returns, exchanges, refunds and defective-product claims are handled for purchases made through our online store.
Nothing in this policy is intended to limit any rights available to customers under applicable South African consumer protection legislation.
1. Before Returning a Product
Please contact Freshtec Energy before returning any product.
Provide your order number, the product concerned, the reason for the return and, where relevant, photographs or other information showing the condition or fault.
Products should not be returned to Freshtec Energy without prior communication and return instructions.
2. Incorrect or Damaged Products
Customers should inspect their order as soon as reasonably possible after delivery or collection.
If you receive an incorrect product, or a product appears to have been damaged during delivery, please contact Freshtec Energy as soon as reasonably possible.
We may request photographs, packaging information, serial numbers or other information necessary to assess the matter and arrange the appropriate next step.
3. Defective Products
If a product appears to be defective, please contact Freshtec Energy with your order details and a description of the fault.
Depending on the product, circumstances and applicable legal or warranty requirements, the product may need to be inspected or assessed before the appropriate remedy can be determined.
Manufacturer or supplier warranty procedures may apply to certain products.
4. Change-of-Mind Returns
Where a customer wishes to return a product that is not defective, damaged or incorrectly supplied, please contact Freshtec Energy before returning it.
Acceptance of a change-of-mind return may depend on the nature and condition of the product, applicable law and whether the product can reasonably be resold.
Where accepted, the product should generally be unused, complete and returned with its original packaging, accessories, manuals and other supplied items.
5. Products That May Not Be Eligible for Change-of-Mind Returns
Subject to applicable consumer rights, certain products may not be accepted for change-of-mind returns where they have been:
- installed, connected, commissioned or used;
- altered, modified or damaged after delivery;
- cut or supplied to a customer’s specified length or quantity;
- specially ordered or sourced specifically for a customer;
- supplied according to customer-specific requirements;
- returned incomplete or without supplied components; or
- damaged through incorrect handling, installation or use.
This may be particularly relevant to cut cable, specialised electrical equipment, configured equipment and project-specific products.
6. Installation and Electrical Products
Solar, electrical and related technical products may require installation, configuration or commissioning by suitably qualified persons.
A product should not be installed if it appears damaged, incorrect or unsuitable for the intended application.
Damage caused by incorrect installation, incorrect wiring, misuse, unauthorised modification or operation outside the manufacturer’s specifications may affect the ability to accept a return or warranty claim, subject to applicable law.
7. Return Delivery Costs
Responsibility for return transport costs will depend on the reason for the return and applicable legal requirements.
Where Freshtec Energy has supplied an incorrect product or a product is confirmed to qualify for a remedy because of a defect or other issue for which Freshtec Energy is responsible, appropriate return arrangements will be communicated to the customer.
For approved change-of-mind returns, the customer may be responsible for the cost and risk of returning the product, where permitted by law.
Please do not arrange a return shipment until Freshtec Energy has provided return instructions.
8. Refunds
Where a refund is approved, it will be processed using an appropriate payment method after the returned product and relevant circumstances have been assessed.
Processing times may vary depending on the payment method and financial institution.
Delivery, collection or other charges may be treated separately depending on the reason for the return and applicable law.
9. Exchanges
Where an exchange is appropriate and the replacement product is available, Freshtec Energy may arrange an exchange instead of a refund where agreed with the customer and permitted by law.
Any price difference or additional delivery cost will be communicated before the exchange is completed.
10. Manufacturer Warranties
Certain products sold by Freshtec Energy may carry warranties provided by their manufacturers or suppliers.
Warranty periods and conditions vary between products. Customers may be required to provide proof of purchase, serial numbers, installation information or other documentation reasonably required to process a warranty claim.
Manufacturer warranties operate in addition to any rights that cannot lawfully be excluded.
11. Order Cancellations
If you wish to cancel an order, contact Freshtec Energy as soon as possible.
Where an order has already been dispatched, specially ordered, prepared to customer requirements or otherwise progressed beyond the point at which cancellation can reasonably be made, different return or cancellation conditions may apply, subject to applicable law.
12. How to Request a Return
To request a return, exchange or product assessment, contact:
Freshtec Energy (Pty) Ltd
153 Speculator Avenue
Northlands Business Park
Newmarket Road, Northriding
Johannesburg, South Africa
2169
Telephone: +27 11 516 0309
Email: sales@freshtec.co.za
Include your order number, contact details, product information and reason for the requested return.