Refund and Returns Policy

Refund and Returns Policy

PowerGrid Africa aims to provide clear information about cancellations, returns and refunds for generators, solar equipment, inverters, lithium batteries, accessories and other power equipment supplied through our website and quotation process.

Because many products are sourced, configured or supplied according to individual customer requirements, return eligibility may depend on the type of product, order status, condition of the goods and the terms confirmed in the quotation or invoice.

This policy does not limit any rights that may apply under applicable consumer law.

Before Placing an Order

Customers should carefully review the quotation, product specification, model number, capacity, voltage, phase, frequency, battery or inverter compatibility, delivery details and any project-specific requirements before confirming an order.

If you are unsure about equipment sizing or compatibility, please contact us or use our Request a Quote form before placing an order.

Order Cancellations

If you wish to cancel an order, contact PowerGrid Africa as soon as possible.

An order may be easier to cancel before equipment has been purchased from a supplier, configured, dispatched or committed to transportation.

Where an order has already entered procurement, configuration, manufacturing, dispatch or freight processing, cancellation may be subject to supplier charges, transport costs or other expenses already incurred.

Special Orders and Custom Equipment

Some power equipment may be sourced specifically for an individual customer or project.

This may include:

• Specific generator models or capacities
• Custom voltage or phase configurations
• Special control panels
• ATS and changeover systems
• Project-specific solar or battery equipment
• Specially sourced brands or models
• Equipment ordered according to a customer specification or bill of quantities

Special-order or customised equipment may not be returnable once procurement or configuration has begun unless the product is defective, incorrectly supplied or otherwise required to be accepted for return under applicable law.

Standard Product Returns

Where a return is accepted, the product should generally be unused, uninstalled, complete and returned in suitable condition with its original packaging, accessories, manuals and documentation where applicable.

Products that have been installed, operated, altered, damaged, modified or returned incomplete may not qualify for a standard return unless there is a confirmed defect or another applicable legal right.

Damaged Goods

If equipment arrives visibly damaged, please notify PowerGrid Africa as soon as possible.

Where practical, customers should:

• Inspect the package and equipment on delivery
• Photograph any visible damage
• Keep the original packaging
• Record any damage on the delivery documentation where possible
• Contact us promptly with the order or quotation reference

This information can help us investigate the issue with the supplier, courier or freight provider.

Incorrect Products

If you receive equipment that does not match the confirmed order, please contact us promptly and provide the relevant order details, product information and photographs where appropriate.

PowerGrid Africa will review the issue and, where confirmed, work toward an appropriate replacement, correction or refund process.

Defective Equipment

If equipment appears to be defective, contact us before attempting major repairs, modifications or disassembly.

Depending on the manufacturer and product, troubleshooting information, photographs, serial numbers, diagnostic information or inspection may be required before a warranty or return decision can be made.

Manufacturer warranty conditions may apply separately from this returns policy.

Manufacturer Warranties

Power equipment may be covered by manufacturer-specific warranty terms.

Warranty periods, exclusions and procedures vary by brand and product. Customers should review the applicable warranty documentation supplied with the equipment.

For manufacturer information, visit our Power Equipment Brands page.

Products That May Not Be Eligible for Return

Subject to applicable law, the following may have limited or no standard return eligibility:

• Special-order products
• Custom-configured equipment
• Installed or commissioned equipment
• Used products
• Products damaged after delivery
• Products modified by the customer or a third party
• Items returned without important components or accessories
• Electrical equipment damaged through incorrect installation or incompatible connection

Return Shipping and Transport Costs

Responsibility for return shipping or transport costs depends on the reason for the return.

If a return results from an incorrect or confirmed defective product supplied by PowerGrid Africa, the appropriate transport arrangements will be reviewed as part of the claim.

For discretionary returns or cancellations, customers may be responsible for relevant collection, freight or return transport costs.

Refund Processing

Where a refund is approved, it will normally be processed after the returned goods and supporting information have been reviewed.

Approved refunds may be returned using the original payment method or another agreed method where appropriate.

Banking, payment-processing or international transfer times may affect how long it takes for funds to appear after a refund has been processed.

Shipping and Freight Charges

Original shipping, freight, customs, handling or installation costs may not always be refundable where those services have already been completed or costs have already been incurred.

Any applicable deductions will be explained when the return or refund request is reviewed.

How to Request a Return or Refund

To request assistance, contact PowerGrid Africa with:

• Your name or company name
• Order, invoice or quotation reference
• Product name and model
• Reason for the request
• Photographs where relevant
• Description of any fault or damage
• Delivery date

Please do not send equipment back without first contacting us and receiving return instructions.

Contact PowerGrid Africa

PowerGrid Africa
Email: info@powergridafrica.co.za
Sales: sales@powergridafrica.co.za
Support: support@powergridafrica.co.za

You can also use our Contact page or Request a Quote page.

Last updated: 24 September 2026