Good to know

Refund and Returns Guidelines!

‍1.     A customer may return installed goods or components purchased from Rubicon within 7 days of commissioning of the system, for a full refund, provided that, and within the discretion of Rubicon or its nominated certified installer, the installation was unsatisfactorily completed. 

2.    An installation will be deemed to be unsatisfactory in the following circumstances –
2.1.   Quality and Reliability: If the installed goods or components, such as solar panels, batteries, inverters, or wiring, are not consistent with that which is set out in the agreed solution or are prone to frequent failures, leading to a compromised system performance, it would be grounds for an unsatisfactory installation.
2.2.   Safety Concerns: If the installation poses safety hazards, such as improper wiring, insecure mounting of equipment, or inadequate grounding, it would be deemed unsatisfactory and require a refund – quantified by a qualified third party electrician, with a minimum of 5-years of assessing similar solutions, failing a COC for the installation.
2.3.   Non-compliance with Regulations: If the installation does not adhere to municipal building codes, electrical regulations, or any other relevant componentry standards, it would be considered unsatisfactory and necessitate a refund. As quantified by a qualified third party.
2.4.   Incomplete or Inaccurate Installation: If the installation is incomplete, with essential components missing or incorrectly installed, it would be categorised as unsatisfactory.2.5.   Poor Workmanship: If the installation exhibits signs of poor workmanship, such as tangled and/or untidy wiring, substandard mounting, or inadequate sealing against weather elements, it would qualify as an unsatisfactory installation. 

3.    Rubicon shall be relieved of any and all responsibility and/or obligations, if:
‍3.1.  repairs, disassembling, modifications or alterations made to the installed goods or components were made by anyone other than the approved installer, Rubicon or the manufacturer;
3.2.   installed goods or components were not operated and maintained in accordance with Rubicon, the approved installer or the manufacturer’s written instructions, manuals or any such other guidance materials;
3.3.   damage to the installed goods or components was caused by anyone other than Rubicon, the approved installer or the manufacturer; and
3.4.   installed components have not been installed by an approved installer authorised or approved by Rubicon, or otherwise any other approved installer without the written consent of Rubicon. 

4.    If the Customer wishes to request a return, the Customer can contact Rubicon at support@rubiconsa.com.  

5.    The customer must inspect all installations upon completion of the installation service and notify Rubicon immediately if a defect or any of the abovementioned circumstances in terms of paragraph 2 are discovered, so that Rubicon may evaluate the issue and attempt to resolve it. 

6.    Please note that Rubicon, or its nominated certified installer, will be entitled to undertake an inspection in respect of any refund or returns request and shall have the discretion to determine whether an “unsatisfactory” installation has occurred. All inspections shall be undertaken within 10 days of receipt of a refund request. 

7.    If the customer’s return request is accepted, Rubicon will send a return confirmation to the customer and the customer will receive the refund within 30 days of such confirmation. Items returned to Rubicon without first requesting a return will not be accepted and may cause any applicable warranties to be voided. 

8.    The customer shall be liable for all direct costs for return and/or uninstallation of installed goods or components. 

9.    Return requests not done in accordance with the applicable timelines as stated herein, or otherwise agreed between Rubicon and the customer, shall be dealt with in terms of either the implied or original manufacturer warranty. 

‍10.  Nothing contained in these guidelines will affect the customer’s rights under the Consumer Protection Act 68 of 2008 (“CPA”) and/or the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), including but not limited to, the customer’s six-month warranty against defective goods at the supplier’s risk and expense. 

11.  Any installation services provided to the customer by an approved installer may also be subject to the warranties as provided by the approved installer.