At Estellar Pty Ltd, we want you to be completely satisfied with your purchase. We understand that sometimes a product might not be exactly what you needed, or a technical issue may arise. Our policy is designed to be fair, transparent, and compliant with the South African Consumer Protection Act (CPA).
1. Defective or Faulty Products
We stand by the quality of our tech. If a product is defective or has a manufacturing fault:
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Within 1 Day: If an item is found to be defective within the first 1 Day of product received, you are entitled to a repair, replacement, or a full refund.
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Manufacturer Warranties: Many of our solar products (inverters, panels, batteries) carry extended manufacturer warranties (e.g., 1 to 3 months). If a fault occurs after the initial 1-month period, the specific manufacturer’s warranty terms will apply.
3. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
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Software, CD keys, or digital vouchers that have been revealed/activated.
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Personal care electronics (e.g., in-ear headphones/earbuds) once the seal is broken.
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Items damaged by power surges, lightning, or incorrect installation (especially relevant for solar and inverter systems).
4. How to Log a Return
To start a return, please follow these steps:
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Email us: Send an email to support@estellar.co.za with your order number and photos of the product/issue.
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Assessment: Our technical team will review your request. If it’s a technical fault with a solar component, we may provide troubleshooting steps first.
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Courier Collection: If approved, we will arrange for our courier to collect the item (for defective goods) or provide you with the return address (for change of mind).
5. Refunds Process
Once we receive and inspect your return:
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We will notify you via email regarding the approval or rejection of your refund.
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Approved Refunds: Will be processed via the original payment method (e.g., PayFast, EFT, or Credit Card) within 7–10 business days.
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EFT Refunds: We will require a stamped bank confirmation letter to ensure funds are sent to the correct account holder.
6. Damaged on Arrival (DOA)
If your package arrives visibly damaged, please notify us within 24 hours of delivery. Taking photos of the damaged box before opening it helps us expedite your claim with the courier company.
7. Important Note on Solar Installations
Estellar Pty Ltd cannot be held liable for damage caused by “DIY” installations of complex solar equipment. We strongly recommend that all inverters and lithium batteries are installed by a qualified Electrician with a valid Wireman’s License (COC). Warranty claims often require a copy of the COC for the installation.
Need Technical Support? Before returning a product, contact our tech desk—often a simple setting change can fix the issue!
WhatsApp: 0642463678
Email: support@estellar.co.za
