Return & Refund Policy

1. General Return Policy

At Solaris Machinery, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a comprehensive return policy to ensure your peace of mind. Please read the following terms carefully to understand your rights and obligations when returning equipment or requesting a refund.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The equipment must be returned within 14 days of the delivery date.
• The equipment must be in its original condition, unused, and with all original packaging, manuals, and accessories.
• The equipment must not show signs of wear, damage, or modifications.
• You must have the original receipt or proof of purchase.
• Custom-ordered or specially configured equipment may not be eligible for return.

3. Non-Returnable Items

The following items cannot be returned:

• Equipment that has been used, operated, or shows signs of wear.
• Custom-built or special-order machinery configured to specific requirements.
• Parts and accessories that have been installed or used.
• Equipment purchased during clearance sales or with specific "final sale" terms.
• Software, licenses, or digital products associated with equipment.

4. Return Process

To initiate a return, please follow these steps:

1. Contact our customer service team at sales@solarismachinery.co.za or call +27-31-100-1832 to request a Return Authorization (RA) number.
2. Provide your order number, reason for return, and photos of the equipment's current condition.
3. Once approved, you will receive an RA number and return instructions.
4. Securely package the equipment in its original packaging to prevent damage during transit.
5. Ship the equipment to our designated return facility. You are responsible for return shipping costs unless the return is due to our error or a defective product.
6. Include the RA number on the outside of the package and inside with the equipment.

5. Refund Policy

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

• Approved Refunds: If approved, your refund will be processed within 7-10 business days. The refund will be credited to your original payment method.
• Partial Refunds: In some cases, only partial refunds may be granted (e.g., items not in original condition, missing components, or items returned after the 14-day window).
• Restocking Fee: A 15% restocking fee may apply to certain returns to cover inspection, reconditioning, and administrative costs.
• Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error or a defective product.

6. Defective or Damaged Equipment

If you receive defective or damaged equipment, please contact us immediately within 48 hours of delivery. We will arrange for inspection and, if confirmed, provide a full refund or replacement at no additional cost. Please document the damage with photos and retain all original packaging for the claims process.

7. Exchanges

We offer exchanges for defective items or if you wish to exchange for a different model. To request an exchange, contact our customer service team with your order details. Exchanges are subject to availability and may involve price adjustments depending on the equipment selected.

8. Warranty Claims

Many of our products come with manufacturer warranties. If your equipment develops a fault within the warranty period, please contact us with your warranty documentation and proof of purchase. We will coordinate with the manufacturer to resolve warranty claims, which may include repair, replacement, or refund depending on the warranty terms.

9. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

• Email: sales@solarismachinery.co.za
• Phone: +27-31-100-1832
• Address: 7 Edison Rd Pinetown, KwaZulu-Natal
• Hours: Monday - Friday: 8:00 AM - 6:00 PM

Last updated: January 2025. Solaris Machinery reserves the right to modify this policy at any time without prior notice.