Refund policy
Refund & Returns Policy
Solar Suncore
Last Updated: July 21, 2026
Solar Suncore wants every customer to have a clear and straightforward shopping experience. This Refund & Returns Policy explains when products may be returned, how to request a return, and how refunds or replacements are handled.
This policy applies to purchases made through the Solar Suncore website.
Nothing in this policy is intended to limit, exclude, or waive any rights that a consumer may have under applicable South African law. Where applicable law provides a consumer with a right to a return, repair, replacement, cancellation, or refund, those rights will continue to apply.
1. Return Eligibility
Products may be eligible for return where:
- The product is eligible under this policy or applicable law.
- The return request is made within the applicable return period.
- The product is returned with the relevant accessories, manuals, documentation, and components supplied with the original order, where applicable.
- The product has not been damaged through misuse, incorrect installation, negligence, unauthorized modification, or improper handling.
- Proof of purchase can be provided.
Certain products may have additional manufacturer or product-specific return conditions. Where this applies, the relevant conditions will be communicated to you.
2. 30-Day Change-of-Mind Returns
For eligible products, Solar Suncore accepts change-of-mind return requests within 30 calendar days of delivery.
For a change-of-mind return, the product should generally be:
- Unused and in resalable condition.
- In its original packaging where reasonably possible.
- Complete with all accessories and documentation.
- Free from damage caused by installation, misuse, modification, or improper handling.
A change-of-mind return is separate from your statutory rights relating to defective, unsafe, or incorrectly supplied goods.
3. Defective, Damaged, or Incorrect Products
If a product is defective, damaged on arrival, materially different from its description, or the wrong product was supplied, please contact us as soon as reasonably possible.
We may request photographs, videos, product information, serial numbers, packaging photographs, or other information needed to assess the issue.
Depending on the circumstances and applicable law, we may arrange for the product to be repaired, replaced, or refunded.
Where a return is accepted because the product is defective, incorrectly supplied, or otherwise covered by applicable consumer protection law, Solar Suncore will handle the return in accordance with the applicable legal requirements.
4. Products Damaged During Delivery
Please inspect your parcel when it arrives.
If the packaging or product appears damaged, please contact us as soon as possible at:
Please provide:
- Your order number.
- Your name and contact details.
- Photographs of the parcel.
- Photographs of the shipping label.
- Photographs or video showing the damage.
- A description of the damage.
Please keep the original packaging until the matter has been resolved, as it may be required for inspection or a courier claim.
5. How to Request a Return
To request a return, email:
Please include:
Subject: Return Request – [Order Number]
And provide:
- Full name.
- Order number.
- Date of purchase.
- Product name.
- Reason for the return.
- Photographs or videos where relevant.
- Your preferred resolution where appropriate.
We will review the request and provide the next steps.
Do not send products back without contacting us first.
6. Return Authorization
Where a return is approved, Solar Suncore may provide return instructions or a return authorization/reference number.
Please wait for our instructions before sending the product back.
Returns sent to an incorrect address or without the required information may cause delays in processing.
7. Proof of Purchase
We may request reasonable proof of purchase before processing a return or refund.
Examples include:
- Order confirmation email.
- Invoice.
- Order number.
- Payment confirmation.
- Other reasonable evidence showing that the purchase was made through Solar Suncore.
8. Return Shipping Costs
For an eligible change-of-mind return, the customer may be responsible for the cost of returning the product to Solar Suncore.
Where the return relates to a product that is defective, incorrectly supplied, or otherwise covered by applicable consumer protection law, return costs will be handled in accordance with applicable law.
We will provide return instructions after your request has been reviewed.
9. Original Shipping Charges
For a change-of-mind return, the original delivery charge may not be refundable where the applicable law permits this.
Where a refund is required by applicable consumer protection law because of a defective, incorrect, or otherwise qualifying product, any applicable delivery or return costs will be handled in accordance with the law.
10. Return Inspection
Returned products may be inspected before a refund, replacement, or exchange is finalized.
The inspection may consider:
- Product condition.
- Serial numbers.
- Accessories and components.
- Signs of use or installation.
- Physical damage.
- Tampering or unauthorized modification.
- Whether the product corresponds to the original order.
Inspection does not remove or reduce any consumer rights that cannot lawfully be excluded.
11. Refund Approval
A refund will be processed once the return has been reviewed and approved, or where a refund is otherwise required under applicable law.
For change-of-mind returns, the product must meet the applicable return conditions described in this policy.
For defective or incorrect products, the available remedy will be determined in accordance with applicable South African consumer law and the circumstances of the product issue.
12. Refund Processing
Once a refund has been approved, Solar Suncore will process the refund within a reasonable period and in accordance with applicable law.
The time it takes for the funds to appear in your account may depend on your payment provider or financial institution.
13. Refund Method
Where possible, refunds will be made using the original payment method used for the purchase.
We may request additional information where necessary to process a refund securely.
We do not normally provide cash refunds for purchases originally made through online payment methods.
14. Exchanges
Where an exchange is available, we may offer a replacement product subject to:
- Product availability.
- Product condition.
- The circumstances of the return.
- Applicable consumer rights.
If the requested replacement is unavailable, we will discuss the available options with you.
15. Non-Returnable Items
Certain products may not be eligible for a change-of-mind return where permitted by law, including products that:
- Have been specially ordered, customized, or made to customer specifications.
- Have been installed or materially used.
- Have been modified or altered.
- Have been damaged through misuse or incorrect installation.
- Cannot reasonably be returned because of their nature.
- Are otherwise excluded by applicable law or clearly identified as non-returnable before purchase.
These exclusions do not remove statutory rights relating to defective, unsafe, incorrectly supplied, or otherwise qualifying goods.
16. Solar Equipment and Installation
Solar equipment must be installed and used according to the manufacturer's instructions and applicable safety requirements.
Damage caused by:
- Incorrect installation.
- Incorrect wiring.
- Incorrect voltage or system configuration.
- Electrical surges.
- Improper use.
- Unauthorized modification.
- Negligence.
- Failure to follow manufacturer instructions.
may affect a change-of-mind return or manufacturer's warranty.
This does not affect any rights that cannot legally be excluded.
17. Lost or Missing Packages
If your order has not arrived within the expected delivery period, contact us at:
Please provide your order number so that we can investigate the shipment with the relevant courier.
If tracking indicates that a parcel has been delivered but you have not received it, please contact us as soon as possible so we can investigate.
18. Order Cancellation Before Dispatch
If you wish to cancel an order, contact us as soon as possible at:
We will try to stop the order before dispatch where possible.
Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.
Nothing in this section limits any cancellation rights provided by applicable South African law.
19. Late or Missing Refunds
If you have been notified that your refund has been processed but the funds have not appeared in your account, first check with your bank or payment provider.
If you still cannot locate the refund, contact us at:
Please include your order number and refund information so that we can investigate.
20. Consumer Rights in South Africa
Solar Suncore respects applicable consumer protection legislation, including the Consumer Protection Act 68 of 2008and applicable provisions of the Electronic Communications and Transactions Act 25 of 2002.
South African consumer law may provide rights relating to defective or unsafe goods, repairs, replacements, refunds, cancellations, and electronic transactions. For example, the Consumer Protection Act provides an implied warranty of quality and specific remedies for qualifying defective goods.
Where a statutory right applies, this policy does not replace or restrict that right.
21. Exceptions and Special Circumstances
Certain products may have additional return requirements because of their size, nature, configuration, installation, customization, or manufacturer warranty.
If special conditions apply to a particular product, we will communicate those conditions as clearly as reasonably possible before purchase.
If you are unsure whether your product qualifies for a return, contact us before sending it back.
22. Contact Us
For all return, refund, exchange, cancellation, or product-related enquiries:
Solar Suncore
Email: sales@solarsuncore.com
Phone: +27 79 711 6265
Business Address:
7 Fabriek Street
George, Western Cape, 6529
South Africa
Business Hours
Monday – Friday: 8:00 AM – 5:00 PM SAST
Saturday: 9:00 AM – 3:00 PM SAST
Sunday: Closed
23. Policy Updates
Solar Suncore may update this Refund & Returns Policy from time to time to reflect changes to our business practices, products, payment methods, delivery arrangements, or applicable legal requirements.
The latest version will be published on this website with the updated date.