We want you to buy with confidence. This page explains your cancellation and refund rights, how warranties work on the equipment we supply, and exactly what to do if something is faulty. Nothing on this page reduces the rights you have under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).
7-day cooling-off (online orders)
Under section 44 of the Electronic Communications and Transactions Act, if you are an individual buying online you may cancel your order within 7 days of receiving the goods, without giving a reason. The goods must be unused, complete and in their original, undamaged packaging. You are responsible for the cost of returning them to us. We will refund the price you paid within 30 days of cancellation. We will not deduct a restocking charge from a valid cooling-off refund.
The cooling-off right does not apply to goods that have been unsealed, installed, energised, disassembled, cut to length or otherwise altered at your request (as contemplated in section 42(2) of the Act).
Your Consumer Protection Act rights
Separately from the cooling-off period, the CPA gives you the right to receive goods that are of good quality, in good working order, free of defects and reasonably durable. If new goods turn out to be defective or unsafe within 6 months of delivery, you may return them and choose a repair, a replacement or a refund, at no charge to you. This right does not apply to damage caused by ordinary wear and tear, misuse, incorrect installation or failure to follow the manufacturer’s instructions. Nothing in this policy or in any manufacturer’s guarantee limits your CPA rights.
Manufacturer warranties
Every product we supply carries the manufacturer’s warranty, which we pass through to you and register in your name. Warranty periods and terms are set by the manufacturer and are stated on the datasheet linked from each product page. As a guide, at the time of writing: Sunsynk inverters carry 5 years (up to 10 with a Sunsynk battery), Deye inverters 5 years (10-year option), Sigenergy 10 years (extendable to 15), and solar panels a 12-year product and 25-year performance warranty. Always check the datasheet for the exact terms that apply to your product.
Because we supply equipment rather than manufacture it, the manufacturer or its local distributor holds the warranty. We act on your behalf as the single point of contact and manage the claim through to repair or replacement, so you deal with us and not an overseas call centre.
How to make a warranty claim
Email info@tsnkunye.co.za with your order number and a description of the fault. To assess a claim, the manufacturer or distributor will usually need:
- Proof of purchase (your order number or invoice).
- Clear photographs of the installation showing how the equipment is wired and the protection devices fitted.
- The Certificate of Compliance (CoC) for the installation.
- A single-line or wiring diagram of the system.
- For batteries, the BMS data from the date of installation to the date of the fault.
We will guide you through anything that applies to your product. It is a good idea to photograph your completed installation and keep the documents above on file, as they make a claim far quicker to resolve.
Warranties on this type of equipment are carry-in: the item is returned to us or to the distributor for assessment. Assessment or repair typically takes 14 to 30 working days. If the claim is approved, the repaired or replacement unit is returned to you at no cost. If the fault is found to be caused by misuse, incorrect installation, or one of the exclusions below, the claim may be declined and any repair or return carriage will be for your account. We will always tell you the position in writing before any cost is incurred.
What a warranty does not cover
Warranties cover defects in materials and workmanship. They do not cover, and may be voided by, damage from:
- Incorrect installation, or installation by a person who is not a registered electrician.
- Lightning, power surges, spikes or other electrical events.
- Reverse polarity, incorrect connection, or under-rated protection.
- Physical damage, water ingress, corrosion, pests, or use in an unsuitable environment.
- Disassembly, modification, or removal of serial numbers or labels.
A warranty also does not provide a temporary replacement unit while a claim is assessed, or on-site labour to remove and refit the item. Installation labour is never part of the equipment warranty.
Product warranty vs system performance
We supply equipment on a supply-only basis; we do not design or install the balance of your system unless you have appointed us to do so in writing. The manufacturer’s warranty covers the individual product. It does not guarantee the performance of a system that was sized, installed or commissioned by someone else, or in which our supplied equipment is mixed with components we have not specified. If you would like a system-performance assurance, ask us for a design and commissioning quote before you install.
What cannot be returned
For safety and quality reasons we cannot accept the return of goods that have been installed, energised or used, unless they are defective. Cut-to-length cable, fuses and, other than under warranty, batteries are non-returnable.
Change-of-mind returns (outside the 7-day period)
Outside the 7-day cooling-off window we are not obliged to accept a return simply because you have changed your mind. If we agree to accept one, the goods must be unused, complete and in their original packaging, and any supplier restocking charge (typically up to 20%) plus the return carriage may be deducted from your refund. We will confirm the amount in writing before you commit to the return. Refunds are made to your original payment method.
Damage in transit
Please inspect your delivery on arrival before signing. If any packaging is damaged, note it clearly on the courier’s waybill and photograph it, then report it to us within 24 hours. We cannot pursue a transit-damage claim with the courier once a clean waybill has been signed.
Oversize, heavy freight and special-order items
Commercial packages, utility-scale equipment and anything that ships as heavy freight are marked Price on application and are supplied to order against a written quotation. For those items the sale is concluded on the accepted quotation, and the delivery, lead time and return terms in that quotation apply. Where the 7-day cooling-off right applies to a heavy or oversize item bought online, you may still exercise it; you are responsible for the direct cost of return, which on a palletised consignment can be substantial, and we will refund the full purchase price within 30 days without a restocking deduction.
Lead times and back-orders
We hold no stock. Every order is placed with our supplier once your payment has cleared. If a supplier lead time changes materially after you have paid, we will contact you with the revised date and you may cancel and receive a full refund. Nothing here limits your rights under the CPA or ECTA.
If we cannot resolve it
If you are unhappy with how we have handled a return or warranty claim, contact us first at info@tsnkunye.co.za so we can put it right. If we cannot resolve the matter, you may refer it to the Consumer Goods and Services Ombud (CGSO), www.cgso.org.za, which handles consumer complaints under the CPA at no cost to you.
Company details
TSN Kunye (Pty) Ltd
Registration number: 2019/471152/07
VAT number: 4950293946
Unit 37, The William, Dainfern, Fourways, 2191, South Africa
Email: info@tsnkunye.co.za · Sales: sales@tsnkunye.co.za
Phone: +27 74 653 9891