Please log in to your account before adding items to your cart to view exclusive trade discounts for installers and resellers. Volume discounts are available upon request. Your trusted partner in advanced solar solutions for professional installers and commercial clients. Contact us via VoIP: +27 (11) 568 0429.
Please log in to your account before adding items to your cart to view exclusive trade discounts for installers and resellers. Volume discounts are available upon request. Your trusted partner in advanced solar solutions for professional installers and commercial clients. Contact us via VoIP: +27 (11) 568 0429.
Skip to content

FAQ: Frequently Asked Questions

Store Policies and Procedures

General Information

  • All prices include 15% South African VAT.

  • Sales are exclusively online via https://thepowerstore.co.za.

  • National delivery is dispatched within 2-4 working days. Collections from warehouses are ready within 2-3 working days, often the next day.

Quotations To check pricing:

  1. Visit https://thepowerstore.co.za.

  2. Search for your desired product.

  3. View the product page for availability details.

  4. Add the product to your cart.

  5. Click "View Cart" to review your selection.

  6. After registering, proceed to "Checkout" to add or confirm delivery charges.

  7. Select your preferred shipping method to see the total cost, including shipping.

  8. For price checking, you can exit after viewing the total. To place an order, choose a payment method and click "Complete Order."

  9. Orders are confirmed only after payment is received, and you’ll receive an Order Confirmation email.

Orders To place an order:

  1. Complete the online order form on our website.

  2. Add items to your cart, verify quantities, and proceed to checkout.

  3. Enter your shipping address and select a shipping method.

  4. Choose a payment method and complete the order.

  5. A confirmation email will be sent upon order receipt. If you don’t receive it, check your email address or SPAM folder.

Availability & Lead Times

  • Stock availability is shown on the product page, reflecting total stock across all warehouses.

  • In-stock orders are dispatched within 2-4 business days.

  • For "Coming Soon" items, an estimated arrival date is provided, subject to change. Normal lead times apply after arrival.

  • Out-of-stock items cannot be ordered, and the website will notify you if stock is insufficient.

Payment Terms

  • We require 100% prepayment with all orders.

  • Accepted payment methods: EFT (Bank Deposit) and Peach Payments secure gateway.

  • Cash payments are not accepted due to security concerns.

  • Cheques are not accepted due to fraud risks.

  • All prices include 15% VAT.

Contact Information

  • Contact us via email, phone, or chat.

  • Office hours: Monday to Friday, 8:30 AM to 5:00 PM.

  • The e-commerce store is available 24/7 for online orders.

Delivery

  • We offer door-to-door national delivery. For remote areas, confirm delivery feasibility and transit times with us.

  • Delivery is calculated automatically based on weight, postal code, and order value.

  • Direct office collection is not available. You may arrange collection from the nearest warehouse, subject to stock availability.

Pre-Order Cancellation Policy Pre-orders are for out-of-stock or soon-to-be-available products. At checkout, we may collect no payment, a partial deposit, or the full amount, with any remaining balance charged upon fulfillment. You may cancel a partially paid pre-order before fulfillment and request a refund. Once fulfilled, cancellations are not possible. See the Returns Policy for details on returns and refunds.

Returns Policy We offer a 30-day return period from the invoice date for eligible items. If more than 30 days have passed, refunds or exchanges are not available.

  • Right of Retraction: You have 14 working days from delivery to initiate a return for any resaleable, functioning product. Contact us within 10 working days of delivery, and return the item within 15 working days of receipt. A 10% restocking fee applies, and you are responsible for return shipping costs. We will provide the return delivery address.

  • Eligibility: Items must be unused, in original condition, and include all manuals, cables, software, and original packaging. A receipt or proof of purchase is required.

  • Refunds: Upon receiving and inspecting your return, we’ll notify you by email about its receipt and refund approval. If approved, refunds are processed to your original payment method within 7 days. Sale items are non-refundable.

  • Late or Missing Refunds: Check your bank account, then contact your credit card company or bank, as processing times vary. If issues persist, email sales@thepowerstore.co.za.

  • Exchanges: We replace defective or damaged items only. Email sales@thepowerstore.co.za for instructions, and we’ll respond within 1-2 days with return documentation.

  • Shipping: You are responsible for return shipping costs, which are non-refundable. For items over R500.00, use trackable shipping or insurance, as we cannot guarantee receipt.

Faulty Products If your purchase is faulty, we apologize. Email or call us with details, including fault codes, alarms, and site information. Do not uninstall the item until instructed, as our technician may need further details. We’ll authorize an RMA via email. Return the item to the service center, where it will be repaired or replaced at their discretion. You cover return shipping costs; we cover redelivery costs.

Warranty

  • All products carry the manufacturer’s warranty unless otherwise stated, with details downloadable from our website.

  • Warranty periods range from 12 months to 10 years, product dependent.

  • A valid Certificate of Compliance (CoC) from a qualified electrician is required to validate the warranty. Without a CoC, the warranty may be voided.

  • The manufacturer’s warranty document supersedes any conflicting information on our website or from staff.