Warranty Policy
To ensure the quality and safety of installations, we require that all inverters and batteries be installed by a certified electrical wireman or Master electrician who holds a valid registration with the Department of Labour. It is necessary for a valid electrical certificate of compliance (COC) to be issued after the installation, specifically pertaining to the backup or solar system installation. The installation process must adhere to the guidelines outlined in SANS 10142 and its related components.
To facilitate a smooth warranty claim process, we kindly request customers to provide installation photos, a valid COC, and proof of a qualified wireman or master electrician who handled the unit installation. Failure to provide these documents may result in the rejection of the warranty claim, as we are unable to verify the proper installation. Please note that without fulfilling these requirements, the warranty claim will be considered null and void. Our aim is to ensure that all installations meet the necessary safety standards and protect our customers’ investments.
The warranty does not cover damage resulting from:
- Power surge
- Under-voltage
- Over-voltage
- Lightning
- Corrosion
- Sea spray
- Condensation
- Water damage
- Dust or any solid particles
- Sand
- Insects
- Lizards
- Excessive heat exposure
- Weather damage
- Negligence by the installer or homeowner
- Incorrect installation
- Inadequate protection device rating
- Tampering (broken seal)
- Dirty filters
- Exceeding the maximum power rating, current or voltage for the input solar circuit, DC battery input, AC input and AC output.
The warranty will be void if the unit is:
- Not installed as per manufacturers specifications
- 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.
- Tampered with (attempted to open the unit)
- Visible damage to the unit
Return & refund policy
At New Dawn Solar Solutions, we have implemented a comprehensive return, refund, and exchange policy to ensure customer satisfaction and comply with strict regulations.
When a product is returned, our sales and technical department conducts a thorough inspection. If there are clear signs of tampering or misuse, the warranty will be voided. For products such as inverters, they can be refunded or replaced, provided that the product remains unopened and in its original packaging.
To maintain warranty eligibility, we check the warranty seals on specific products. If a seal has been removed, all policies will be voided. Please note that the “Open Box Fee” (OBF) policy will not apply if a product has been opened, used, or installed. However, special situations may be considered by management for replacements.
For return purposes, the serial numbers on the box and the inverter must match our specific product records to determine the original point of sale. If an exchange is requested, we will provide suitable options after evaluating the circumstances.
Upon acceptance of a return from New Dawn Solar Solutions, we will issue a credit or provide a refund. Please note that if the customer requests courier services from us, a shipping fee will be charged. Alternatively, customers may use their own courier service for return shipments.
In the case of damaged goods, it is important to notify New Dawn Solar Solutions within 7 working days of receiving the products. Failure to do so may result in the goods falling under warranty coverage.
Please be aware that strict policies are in place, and no refunds or exchanges are permitted for any products that have been installed, scratched, or damaged in any way.
For warranty returns, please allow a minimum of 7 to 30 working days for assessment or repairs to be carried out. We appreciate your understanding and patience during this process.
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