What to do if your product is faulty?
If you believe your product to be faulty, please contact a member of Mzansi-Green-Solutions. The product must remain installed and switched on (where possible) to allow a member of the team to ask you to perform tests to establish the cause of the problem and hopefully resolve the issue there and then. A remote fault diagnosis with you is required to process an RMA (Return Merchandise Authorization) claim in the event of a possible product failure.
Please note that the following important information will be required for us to book in your returned item/s: completed RMA documents, after you have been in contact with your technical advisor, for inverters and batteries, pictures of the installations clearly indicating surge protection devices, COC for completed installations and line Diagrams for the installation.
Units received without the required documentation will be sent back to the sender and a delivery invoice will be raised and charged to the sender’s account. If phase one of remote fault diagnosis is unsuccessful the returns department will initiate the return against your account and arrange for collection of the product for further physical testing.
If no fault is found by at the physical testing stage, you will be contacted with findings and request for you to collect your product from Mzansi-Green-Solution returns office and the returns on your account will be closed.
If you have already purchased a replacement product in the interim both the original and replacement product charges will apply.
Please note that all warranty's and guarantees are held by the manufactory and not Mzansi-Green-Solutions. Any faulty or non-standing installation (SANS 10142) will result in immediate rejection of any and all claims.
What to do if your product is damaged?
If a product is deemed to have been faulty at time of manufacture or a fault has occurred within the manufacturers’ warranty T&C’s Mzansi-Green-Solution will arrange for a replacement unit from the manufacturer. The replacement unit will be delivered to you and the returns order will be completed or a credit to your account will be raised.
If you believe your product has been damaged in transit, please notify Mzansi-Green-Solution of any discrepancies within 7 working days of delivery. All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted in good condition if we are not contacted within 7 working days. Risk of damage to or loss of the goods passes to the Buyer at time of delivery.
If item(s) are found to be damaged upon arrival the delivery note must be signed for as ‘Damaged on Arrival’ in the remarks or signature line. This will be the primary documentation used to make a claim.
If item(s) are found to be damaged after the delivery note is signed then no claim can be made against the Courier company or Mzansi-Green-Solution. Please make sure goods are checked thoroughly upon arrival and signed to confirm this, the delivery driver should allow you the opportunity to do this, if not please make sure the paperwork is marked to state this and signed by the driver.
If products are found to be damaged inside the packaging then ideally please contact the returns department immediately or use the “contact us” form and specify “delivery issue” within 7 working days. All claims are fully investigated by our returns department. Mzansi-Green-Solutions hold no guarantees of refunds or replacements if it cannot be proved that the product was damaged in transit.
Claims must be submitted to Mzansi-Green-Solutions returns department. They must be made within 7 working days of delivery if a product is deemed to be damaged on arrival (DOA) providing the following information: -
Product Serial Number:
Signed Delivery Note:
Photographic evidence of the item(s), packaging and pallet:
*Please note that packaging is not under the warranty.
What to do if your product is unwanted?
If you wish to return stock no longer wanted, you can start the process by raising a return request on your account or contacting the returns department within 7 working days from receipt of delivery and the product(s) is returned within 10 days of receipt of delivery. Returns are subject to a 25% re-stocking fee and customers will be required to arrange their own return delivery.
Customers may be eligible for a 75% credit note back to their Mzansi-Green-Solution account of the product value if we are notified within 7 days from delivery, all original packaging is in place and the item is in re-saleable (sealed and unused in original packaging) and fully functioning condition. Unfortunately, we cannot refund any delivery charges or priority, express or courier components of the original postage.
Once the return request has been approved with the returns department, you will be asked to send your product to our return’s office for final inspection and issue of credit note. A returns label must be attached to your parcel. Failure to attach the returns order form will result in goods being sent back to you and may incur additional costs. You must also obtain a tracking number or proof of return delivery from the carrier to track your item and ensure its safe return to our RMA Office and provide this in all correspondence with Mzansi-Green-Solution.
It is the customer’s responsibility to ensure that all packaging is intact, all items of the box are properly included, items are packaged correctly and returned unused. Failure to do so may incur additional costs or goods being sent back to you. Please ensure you send all original parts. Mzansi-Green-Solutions will not credit any unwanted stock that has accessories missing or parts / packaging damaged from the products originally shipped.
The return will be checked by one of our technical team upon delivery and once verified, a credit note will be added to your account within 14 days of receipt of the return.
Non re-saleable items will not receive a credit note and the goods will either be returned to the buyer or disposed of.
What Does RMA Stand for? RMA stands for return merchandise authorization. It's the first part of the process of returning a product to a business to receive a refund, replacement, or repair. In this step, the business and customer discuss the problem and the business determines the validity of the issue. RMAs play an important role in the reverse order fulfillment cycle. They allow the business to understand the customer's problem with the product and agree on the next best steps. It also gives the warehouse a heads up that products will be coming back and has an impact on warehouse operations. Please note all the above is dependent on full compliance with our suppliers requirements and terms and conditions. Mzansi-Green-Solutions will not be held liable for rejection of returns by our supplier based on non-compliance of the above.