Returns & Refund Policy

(Updated: 29/10/2025)

1. 7-Day Cooling-Off Period (The Consumer Protection Act)

Under the South African Consumer Protection Act (CPA), you have the right to return goods purchased online within 7 days of delivery, provided the goods are undamaged, unused, and in their original packaging.

• Eligibility: To be eligible for a return under this cooling-off period, the product must be in the same condition that you received it, complete with all original manuals, accessories, and packaging.
• Costs: You, the customer, are responsible for the cost of returning the goods to our registered warehouse address.

2. Defective or Incorrect Products

If a product is defective, faulty, or if you received the wrong item, please notify us within 48 hours of delivery.

• Inspection: We will arrange for the item to be collected at our cost for inspection.
• Resolution: If the item is confirmed to be defective or incorrect, we will offer a replacement (subject to stock availability) or a full refund, including the original shipping cost.

3. Warranties

All major solar components (inverters, batteries, and panels) are covered by the manufacturer’s warranty.

• Claim Process: If a product fails after the initial 30-day return period but within the manufacturer’s stated warranty period, you must contact ONE EMPORIUM first. We will facilitate the warranty claim process with the manufacturer, which may involve repair, replacement, or credit, according to their terms.
• Installation: Warranty claims related to system failure due to poor installation are covered under our installation guarantee, not the product warranty itself.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved Refunds: Refunds will be processed back to your original method of payment within 7 to 14business days.

5. Non-Returnable Items

The following items are generally non-returnable:

• Custom-made kits or bespoke items.
• Products that have been installed, used, or assembled.
• Items damaged due to incorrect handling, weather conditions, or power surges after delivery.

Return Contact Details

To initiate a return, please contact our support team with your order number:

• Email: info@oneemporium.co.za
• Phone: +27 81 486 4564