Delivery Policy

  • For customers who have purchased and therefore opted to pick up their products from AFRICA UP (PTY) LTD, the order will be deemed fulfilled upon their collection of the product where customers will be liable for the product/s once it has left the AFRICA UP premises.

  • In the case where AFRICA UP agrees to undertake the service to deliver the product then the customer will only become liable for the product upon the acknowledgement of receipt of the goods by the client.

  • For goods purchased through the AFRICA UP online store, the lead time for delivery of the goods to locations within Johannesburg is typically 2-7 working days

  • Any special packaging requested by the customer will be for the customer’s account

  • Additional shipping costs will be incurred to the customer’s account should delivery be requested to an address location outside of Johannesburg.

  • In the case of delivery of goods, the customer will need to provide their contact details and full shipping address

  • Customers need to ensure that they have made plans to receive the delivered goods by availing themselves for the day that was agreed for delivery in order to ensure a successful delivery.

  • Should the delivery fail as a result of the customer not making the correct arrangements for collection of the delivery, then the customer will have to bear all costs required for the delivery to be arranged again.

  • All orders shipped by AFRICA UP within South Africa are covered by insurance

  • The customer can arrange for their own courier service at their own expense and the customer will need to inform Africa Up of the arrangement beforehand.

Cancellation Policy

  • Free cancellations up to 48hrs after payment has been made

  • If the customer applies for a cancellation 48 hours after purchase, then a 5% cancellation fee will apply.

  • Refunds will only be made once payment has reflected in the Africa Up account

  • Should the product have been received by the customer before application for the cancellation, then the terms will follow the “Returns, Refunds and Exchange Policy”.

  • Upon the acceptance of the cancellation, Africa Up will pay the cancellation funds back to the account that the customer originally made the purchase from.

  • When applying for the cancellation of purchase, the customer will need to submit the following details to support@africaup.co.za:

    • The customer’s name, surname and contact details

    • The items purchased

    • The banking details for the account that the original payment was made from

    • The reason for cancellation

Return, Refund & Exchange Policy

  • The product must have been purchased from Africa Up and proof of purchase must be supplied. Without any proof of purchase, no refund or exchange will be permitted.

  • Africa Up must be notified immediately should customers have received and noticed any damage to the goods. A period of 5 days (from receiving the goods) will be given for the customer to notify of any product damage after which the warranty policy will be come into play.

  • The customer is liable to return the product to Africa Up, but should a customer require Africa Up to arrange for the courier then a shipping fee will be charged to the customer.

  • All boxed products which have not been removed from their original packaging or unboxed and has not been dropped or externally damaged, will be immediately permitted a refund or exchange. If packaging shows damage, then an unboxing assessment will need to be performed by Africa Up approved personnel before a refund or exchange can be determined.

  • For instances when a boxed product has been unboxed by the customer (but not installed) where the original packaging is still intact, the product will then need to be inspected by Africa Up approved personnel before a refund or exchange can be determined.

  • Products that were delivered to the customer without packaging, will need to be inspected by Africa Up approved personnel before a refund or exchange can be determined.

  • Products that have been installed will need to be inspected by Africa Up approved personnel in accordance to the Warranty Policy before a refund or exchange can be determined. This process will take a minimum of 7-30 working days to inspect and remediate should the warranty conditions of the product apply.

  • The warranty seal must be intact and undamaged. If the warranty seal is damaged or removed then both the warranty and return/exchange policy will be rendered null and void

  • If a product serial number has been damaged, removed or made illegible then both the warranty and return/exchange policy will be rendered null and void

  • Any signs of tampering, damage or opening up of the product casing will render both warranty and return/exchange policy null and void.

  • In the case for when an exchange is approved and there is not availability of the same product for the exchange, then Africa Up will provide the customer with other product options to satisfy the exchange.

  • When a return of product has been accepted, Africa Up will provide the customer with either the option of exchange, credit or a refund.

  • Should the customer opt for a refund then Africa Up will make the refund back into the original account that the customer made payment from. The customer will need to provide the banking details for the original account for confirmation.

Warranty Policy

All solar electrical components purchased from AFRICA UP (PTY) LTD, which has already been installed, must comply with the following terms in order for the warranty policy to apply or otherwise the warranty will be deemed null and void:

  • Must be installed by a qualified Master electrician or wireman who is registered with the Department of Labour

  • Must be installed according to the manufacturer’s specifications

  • The solar electrical product must have been installed in compliance with SANS 10142

  • A valid electrical certificate of compliance (COC) must have been issued for the solar system installation

  • Clear photos of the installation of the solar electrical product

  • Purchaser must show the proof of purchase

  • The serial number on the product must not have been tampered with, altered, removed, damaged or made illegible

  • If the components of the construction on which the product has been mounted are not defective causing damage to the purchased product

  • If the Product has been opened, modified or repaired by anyone not formerly authorised by Africa Up

  • If the product was exposed to extreme thermal, environmental conditions or rapid changes in such conditions

  • Not installed with a minimal 40kA surge protection unit for both live and neutral wires from the AC incoming supply

  • Not installed with a minimal 40kA surge protection unit for both positive and negative wires from the AC incoming supply

  • Not protected by the calculated and required 2 pole breakers for the input and output of the inverter

  • Not installed with a changeover switch

  • The battery input must be protected by a rated fuse for both the negative and positive connections, within the calculated PSCC ratings.

  • Visible damage to the unit

The warranty does not apply when defects or damages are a result of:

  • Incorrect installation by installer or owner

  • Fire

  • Flood

  • Corrosion

  • Contamination by a chemical product

  • Oxidation

  • Lightening

  • Damage due to weather

  • Power Surge

  • Under-voltage

  • Over-voltage

  • Exposure to sea spray

  • Condensation

  • Water damage

  • Dust

  • Sand

  • Solid particles

  • Insects

  • Lizards

  • Dirty Filters

  • Exceeding of the maximum power rating of the unit

  • Exceeding the maximum voltage for the unit

  • Exceeding the maximum current for the unit

  • Inadequate protection device rating

  • Tampering