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ARB ELECTRICAL WHOLESALERS RETURNS / REFUNDS POLICY

  1. This policy is hereby incorporated into and forms part of our agreement with you. You must read this policy together with our Terms and Conditions
  2. All products sold on the ARB Electrical Wholesalers website generally carry the applicable supplier or manufacturers warranties (if any).
  3. ARB Electrical has no objection to exchanging or refunding goods where it is legally required to do so under the provisions of the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
 

YOUR RIGHT TO RETURN GOODS ON CANCELLATION ALLOWED BY LAW

In terms of section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) you have the right to cancel any electronic transaction for the supply of goods within seven days after the date of receipt of the goods, and, obtain a full refund for those goods within 30 days of the date of cancellation. Where the goods have already been shipped to you, you will be liable for the direct cost of returning the goods to us (which costs include a handling fee of up to 25%). Please note that in order to obtain a full refund, subject to any set-off:

▪   it is your responsibility to ensure that we receive written notice of cancellation within 7 days of your receipt of the goods;

▪   you must cancel the transaction by submitting an application through the Returns page in your online account;

▪   you will need to arrange the return of the goods to us and will be liable for the cost of returning the goods to us (which will be off-set against the refund of purchase price); and

▪   the goods must be in the original packaging and must not have been used or damaged.

 

OTHER RETURNS OR EXCHANGES

 

Please note that the 6 month CPA warranty does not entitle you to return a product for no reason.

 

Please further note that ARB Electrical Wholesalers will not accept return or exchange goods in any circumstances other than those contemplated under the CPA or ECTA, unless ARB Electrical within its discretion determines that faulty goods are covered by a particular supplier or manufacturer’s warranty.

 

Should you wish to return an item bought from the ARB Electrical Wholesalers website then an application must be submitted through the Returns page in your online account.

 

Please note that:

 

  • Products will need to be inspected and tested by the supplier (and are subject to our in-house inspection) before a replacement / refund will be offered;
  • Products damaged due to inappropriate use or wear and tear will not be covered under this returns policy. Further, no credit will be issued on product(s) found to be obsolete, returned damaged, re-machined products or where there is obvious evidence that the product(s) were tampered with or altered. In such case, you will be notified of our findings;
  • If the return is being made because of a factory error or defective material, depending on the outcome of our inspection, credit will be issued to cover the cost of the product(s) and the delivery charges;
  • If our inspection and testing determines that the returned product(s) are not defective then a handling fee will be charged. Customers will be notified of this and asked how they want the product(s) couriered back to them in this instance. On the day the customer is notified, he/she will have fourteen days to inform us how they want the product(s) returned to them. In the event the customer does not respond to us within the fourteen days, we will discard the product(s) and no credit will be issued.
  • If a refund has been authorised and processed, kindly allow up to two weeks for the money to reflect in your bank account.

 

INCORRECT PRODUCT DELIVERED

Please note that the onus is on you to ensure that the product you order is appropriate for its intended use and / or application.

 

  1. If the incorrect product has been delivered to you by mistake (i.e. it is not the product that you ordered), please do not remove the product from its original packaging, open or use the product in any way.
  2. Please promptly email marketing@arb.co.za to notify us so that we can resolve the mistake by arranging to collect the incorrect product from you and deliver the correct product to you, as quickly as possible.

 

Please note that under no circumstances can we accept any responsibility or liability for late or delayed exchanges and / or returns.

 

NON-RETURNABLE/NON-REFUNDABLE

You acknowledge and accept that no returns will be considered of any cable which has been cut to the 

Customer’s specifications. 

 

SOLAR RETURNS / WARRANTY PROCEDURE 

 

Growatt Warranty Procedure

 

If an inverter is found to be faulty, the following steps must be taken:

  1. Do not remove the inverter from the installation. Check that all connections are done properly and make sure the installation is done according to the user manual
  2. If the inverter fault persists, the following must be done: Attached with this document is a warranty claim form that must be kept safe at all times. In the case of a return, the warranty document must be filled out and sent to the distributor
  3. video showing the installation must also be sent together with the warranty document. The video must show the installation of the inverter, the serial number, the screen with the fault code and the LED lights.
  4. For this warranty to be valid, only a qualified installer may be able to install the system. If an untrained person attempts to conduct the installation, the warranty will be void

 

Once all the documentation and required evidence is sent to the branch of purchase, the appointed person will then send the information to a Growatt representative. Growatt will then either replace the inverter or send replacement parts which the installer needs to replace.

 

*Replacement parts or units have a lead time of 6-8weeks

 

Warranty claims will be void if the installation is not done as per the installation manual. The manufacturer will determine if the warranty is valid. ARB will handle the warranty claims processes from start to finish. All product warranty documents are available on request.

 

Download Growatt Warranty Claim Form

 

Livoltek Warranty Procedure

 

It is recommended that all products are registered in order for them to qualify under the terms of this policy. Registration is a strict requirement for those seeking coverage under the LIVOLTEK warranty. Warranties should be registered within 36 months of installation; however, it is recommended that they are registered no more than 6 weeks following a successful installation and commissioning of the product where possible. To register your system please follow the steps mentioned: www.livoltek.com > services > fill out all required information > submit

 

Warranty claim process

Do not remove the inverter/battery from the installation.

Please fill out the required information on the warraty claim form. The document must then be submitted to the branch of purchase together with a video of the inverter error, serial number and overall condition of the inverter and battery connections.

 

Once the documents are sent to the official Livoltek service personnel, they will conclude if the item is valid or not. Livoltek will then:

  1. Repair or upgrade the product on site or at a designated Livoltek service center.
  2. If the damage is not repairable, Livoltek will then replace the unit with a brand new or refurbished unit, that would be equivalent to the functionality of the original unit, or issue an upgraded model that would function equivalently or superior to the original unit. The warranty for the new unit will be carried over from the replaced unit. 

 

Warranty claims will be void if the installation is not done as per the installation manual. The manufacturer will determine if the warranty is valid. ARB will handle the warranty claims processes from start to finish. All product warranty documents are available on request.

 

Download Livoltek Warranty Claim Form

Ouco Warranty Procedure

 

If an inverter is found to be faulty, the following steps must be taken:

  1. Do not remove the inverter from the installation. Check that all connections are done properly and make sure the installation is done according to the user manual.
  2. If the inverter fault persists, the following must be done: Attached with this document is a warranty claim form that must be kept safe at all times. In the case of a return, the warranty document must be filled out and sent to the distributor.
  3. video showing the installation must also be sent together with the warranty document. The video must show the installation of the inverter, the serial number, the screen with the fault code and the LED lights.
  4. For this warranty to be valid, only a qualified installer may be able to install the system. If an untrained person attempts to conduct the installation, the warranty will be void

 

Once all the documentation and required evidence is sent to the branch of purchase, the appointed person will then send the information to a Ouco representative. Ouco will then either replace the inverter or send replacement parts which the installer needs to replace.

 

*Replacement parts or units have a lead time of 6-8weeks

 

Warranty claims will be void if the installation is not done as per the installation manual. The manufacturer will determine if the warranty is valid. ARB will handle the warranty claims processes from start to finish. All product warranty documents are available on request.

 

Ouco Warranty will be void if:

  • Opening the case of the inverter without being instructed to or without a proper approval
  • Damage that is incurred onto the inverter during transportation
  • If the unit is not installed or commissioned properly
  • Not following the user manual and conducting the incorrect installation or maintenance
  • Unauthorized modifications, changes, or attempted repairs
  • Mis-use of the system
  • Insufficient ventilation
  • Improper safety devices installed (Circuit breakers, isolators, fuses)
  • Natural disasters (lightening, over voltage, storm and fires)

 

Download Ouco Warranty Claim Form

 

6.4 Sunsynk Warranty Procedure

 

For the warranty to be valid:

  1. The product must be installed and commissioned by an authorized installer and must be done in accordance to the user manual
  2. Warranty period commences from the date of installation
  3. The product must be confined to domestic or light commercial use only.
  4. The product must be well-maintained in accordance with the user manual guidelines.
  5. The product must not be moved from the original place or installation without consent of the installation company
  6. During the warranty period, the product must not be serviced, repaired or altered in any way by any third party

 

Once the inverter is deemed to be returned to the manufacturer, the installer must not remove the unit out of the installation until pictures of the installation, serial number, error code and overall condition of the inverter is taken out. The warranty document attached with this procedure must be filled out in full. Thereafter the installer may be able to remove the inverter from the installation and take it back to the branch of purchase together with the pictures of the installation and warranty document completed.

 

Warranty claims will be void if the installation is not done as per the installation manual. The manufacturer will determine if the warranty is valid. ARB will handle the warranty claims processes from start to finish. All product warranty documents are available on request.

 

*Below is a warranty document for both, the 5kW and 8kW inverter. Please select the correct one and fill it out in full 

Download Sunsynk Warranty Claim Form 5kW

Download Sunsynk Warranty Claim Form 8kW

 

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This is for informational purposes only. All online orders will be dispatched from our central warehouse.

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