Cancellation and Refund Policy
At Solar Backup (The Off Grid Guys t/a Solar Backup), we understand that circumstances may arise where you need to cancel an order. We aim to provide a fair and transparent cancellation and refund process to our valued clients.
Cancellation Procedure:
- All cancellation requests must be submitted in writing to sales@theoffgridguys.co.za.
- Please include your order details, including the order number and reason for cancellation.
- Cancellation requests will only be processed if received within 48 hours of payment being made.
Refund Policy:
- If you cancel your order within 48 hours of payment being made, a full refund will be issued.
- For cancellations made after 48 hours of payment, a 20% penalty fee will be charged to cover processing costs.
- Refunds will be processed within 1-4 calendar months from the date of cancellation request submission. Client will be informed in writing of payout date.
- Refunds will be issued using the original payment method whenever possible.
Exceptions:
- In the event that the cancellation is due to a fault on our part, such as product unavailability or quality issues, no penalty fee will be charged, and a full refund will be issued.
- If the cancellation request is received after the installation process has begun or products have been acquired, additional charges may apply to cover any incurred expenses.
- When products have already been sourced and bought for the installation, the manufacturer/supplier refund policy will apply if any. Alternatively, the product will be advertised for sale or used in a future installation, and any proceeds from the sale will be refunded accordingly.
Contact Us:
If you have any questions or concerns regarding our cancellation and refund policy, please don’t hesitate to contact our customer service team at sales@theoffgridguys.co.za. We’re here to assist you every step of the way.
