Solenco

Our returns and refunds procedure
The company returns and refunds procedure for returning defective or unsuitable goods, must be utilised otherwise the return will not be accepted. The company returns and refunds procedure is as follows:

Contact the company by emailing [email protected] or phone 086 138 8878 to report on a product to be returned.
Please provide contact details, date and place of purchase, copy invoices and all details of the goods that are to be returned, including the full reasons why the goods are defective or unsuitable for purpose.
Our customer services department will confirm whether the claim has been accepted or not. The company may refuse to repair or replace goods or refuse a refund and will provide the reason for this decision.
Any return must include proof of purchase plus all accessories and instructions, and all original packaging that is still available. If the original packaging is not available, it is incumbent on the customer to make sure the goods are suitably packed in protective packaging, suitable for transport. The company will not be responsible for any damage in transit. If the product is returned damaged, there will be no onus on the company to give a refund.
The return of defective goods under warranty or unsuitable goods can be made to the company via courier, insured against loss, damage and theft. The street addresses for all returns are the same as for the company head office in Port Elizabeth, details of which are below. An email should be sent in which the courier tracking number and courier details are to be given Once received, the company will notify receipt.
If the claim is for goods that are defective, the company service centre will examine the goods for defects. A report will be issued on whether the goods were defective, were misused, or are of good quality. The following is not considered as being defective:
– faults resulting from normal wear and tear;
– damage arising from negligence, user abuse or incorrect usage of the product;
– damage arising from electrical surges or sea air corrosion;
– damage arising from a failure to adequately care for the product;
– damage arising from unauthorized alterations to the product; or
– where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit the customer.
If there is a claim that the goods supplied are unsuitable for purposes, the company will first investigate whether the actual purpose was communicated. If it was, the company will then provide a written report indicating whether the company believes the goods were unsuitable or not.
If the goods were returned outside the seven day cooling-off period, or the report states that the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then the company will not repair, replace, or refund the goods.
If the returned the goods are within the seven day cooling-off period and the report states that the goods were defective, were provided for a specific purpose and were unsuitable for that purpose, then the customer has the option of repair, replace, or refund the price of the goods (if the customer is as a consumer as described under the CPA); or to compensate (if not a consumer as described under the CPA).
If the choice is to repair or replace the goods or should the company decide to do so, the company will arrange this as soon as reasonably possible.
If the choice is to a refund or the company decides to do so, the payment of the refunded amount will be paid into a nominated bank account (given in writing) within 30 days of cancellation.
Our customer services department contact details
Our customers can contact our service department as follows:
Telephone number: 086 138 8878
Email address: [email protected]
Postal address: PO Box 15826, Emerald Hill, Port Elizabeth 6011
Street address: Unit 4 Fairview Industrial Park, Leadwood Crescent, Fairview, Port Elizabeth, 6070
Office hours: 08h00-17h00