+27 68 616 5132 info@energysense.co.za

Exchange & Return Policy

Want to exchange?
We allow you to exchange a product, provided:

  1. It is undamaged, unused and unopened, with the original labels, stickers and seals still attached;
  2. It is not missing any accessories or parts;
  3. You log a return on the Website within seven days of delivery or collection by you of the unwanted product. You can do this by clicking here.
  4. Any exchange that exceeds seven days or the packaging/seal of the item has been opened will incur a 10% handling charge, R250 administrative fee, and the courier cost.
  5. Energy Sense reserves the right to accept the exchange of goods.
  6. Black Friday pricing is valid at the time of purchase. No returns for deals for the same product will be accepted. An R500 admin fee will apply to all Black Friday returns due to the nature of the below-cost offerings.

In such a case, we will collect the product from you and deliver the requested product to you, and the cost is equal to the courier. If such variation is unavailable, we will credit your account with the product’s purchase price, minus fees, within 14 – 21 days of the return. The same Policy applies to items exchanged for a special price/deal. We are entitled to inspect the product to validate your return.

Want to return? Unwanted

You can return an unwanted product to us, provided:

  • It is undamaged, unused and unopened,
  • It is not missing any accessories or parts,
  1. Solar products may be eligible for a 75% credit note back to their Energy Sense account of the product value if we are notified within seven days from delivery, all original packaging is in place, and the item is in re-saleable and fully functioning condition.
  2. No solar products may be eligible for a 90% credit note back to their Energy Sense account of the product value if we are notified within seven days from delivery, all original packaging is in place, and the item is in re-saleable and fully functioning condition.
  3. You log a return on the Website within seven days of delivery or collection by you of the unwanted product. You can do this by clicking here.
  4. Unfortunately, we cannot refund any delivery charges or priority, express or courier components of the original postage.
  5. Any returns that exceed the seven days or which the packaging of the item has been opened will incur:
    1. In addition, a 5% handling charge
    2. R250 administration fee
    3. And the courier costs
    4. The courier cost will be waived if the customer returns the item to Energy Sense Centurion.
    5. Black Friday pricing is valid at the time of purchase. No returns for deals for the same product will be accepted. An R500 admin fee will apply to all Black Friday returns due to the nature of the below-cost offerings.
  6. Standard call-out rates will be charged for all cancellations of Installations if a technician was on site.
  7. The customer will be responsible for the de-installation of solar systems, geyser control units, swimming pool control units, and heat pump control units. Alternatively, Energy Sense’s standard de-installation rates will apply.
  8. Energy Sense reserves the right to accept the return of goods that exceed a 14-day time frame from delivery to return request or items that have damaged or opened packaging.
  9. All lead time made to order items will not be accepted for return or exchange. This includes but is not limited to Solar mounting, cabling Systems, and build-to-order Control Units.
  10. All Spares, including PC Boards, will not be accepted for return or exchange.
  11. The customers are responsible for ensuring that all the packaging is adequate for the return to Energy Sense.
  12. If goods are returned and are not saleable, i.e. parts missing or previously used, the return will be rejected, and credit will not be given.

Want to return? Product is faulty

You can return a faulty product to us, provided:

  1. Contact us within seven days from delivery; otherwise, all goods ordered as stated on the delivery note will be deemed delivered and accepted as fit for purpose.
  2. You log a return on the Website within seven days of delivery or collection by you of the faulty product. You can do this by clicking here.
  3. Our Technical Support Team will contact you and may ask you to perform tests to establish the cause of the problem’s cause and rectify it if possible.
  4. If phase one of testing is unsuccessful, Energy Sense will advise the next step to resolve the problem, as each manufacturer has a different process to adhere to.
  5. If the Energy Sense Technical Support Team requires a site visit to assist in testing, our standard call-out fee will be charged.
  • All returns will incur an R250 administrative fee, and the cost is equal to the courier.
  • Where possible, if a product is deemed faulty at the time of manufacture, Energy Sense will arrange for a replacement from the manufacturer to be delivered.
  • If you do not wish to wait for the manufacturer to replace your item, Energy Sense may replace the goods, and your account will be fully charged until the manufacturer confirms that it is faulty.
    1. If the manufacturer finds no fault, the item may be returned to you, and Energy Sense will issue no credit. Both charges will apply if you have already purchased a replacement product in the interim.
  • Please note that we only refund the payment method you initially used – i.e.. For example, by credit card, it will be refunded to the same credit card, and payment by EFT will be refunded to your nominated bank account minus Energy Sense transaction cost.
  • No courier cost will be refunded, nor will credit be given.

All refunds are processed for payment within 14-21 working days after request. Refund lead times are subject to stock return confirmation. Regular banking transfer lead times apply.

Preparing your products for a return

To ensure your request is approved & processed as quickly as possible, you are responsible for the following when returning your products.

  • De-install and package your products safely and securely for protection during transit;
  • Mark your return reference number on the outside of the parcel and
  • include all accessories and parts that were sold with the product

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Additional Charges

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item. If you return a product that does not comply with this Policy, you may be liable to reimburse Energy Sense for collecting the product from you, the de-installation cost and the cost of having the product returned to you.

Products Damaged On Delivery

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please make a note on your delivery note or proof of delivery and notify us immediately of such delivery/collection by logging a return on the Website by clicking here.

Once we have validated your damage, we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your exchange, we will, at best discretion, repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product. All claims must be reported within seven working days from delivery/collection. Please inspect the packaging of your purchase for any physical damage before signing your proof of delivery. Energy Sense reserves the right to reject any damage claim if the product was signed to be received in good condition.

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