Solar Warranty Policy

 SOLAR POWER PRODUCT WARRANTY

 

The installation of solar panels, inverters, and batteries is a critical process that demands the expertise of a certified electrical wireman or master electrician registered with the Department of Labour.

 

Upon completion of installation, it is necessary to obtain an Electrical Certificate of Compliance (COC) specifically tailored to the backup or solar system. This COC serves as tangible evidence that the installation adheres to the standards outlined in SANS 10142 and its associated components. Compliance with these standards not only ensures the safety of the installation but also safeguards the validity of your warranty coverage.

For Warranty eligibility, installation photos, a valid COC, and evidence of a qualified wireman or master electrician is required.

Please be aware that failure to provide installation photos, a valid COC, and evidence of a qualified wireman or master electrician overseeing the installation, may result in the rejection of warranty claims. Any omissions in meeting these criteria will invalidate the warranty claim entirely.

 

The warranty will be null and void under the following conditions:

 

  • The installation does not comply with the manufacturer's specifications.
  • There is no minimum 40kA surge protection unit for both live and neutral wires from the AC incoming supply.
  • There is no minimum 40kA surge protection unit for both positive and negative wires from the AC incoming supply.
  • There is a lack of protection through the calculated and necessary 2-pole breakers for the input and output of the inverter.
  • There is no changeover switch installed during installation.
  • The battery input is not safeguarded with a rated fuse for both the negative and positive connections, meeting the calculated PSCC ratings.
  • Evidence of tampering, including any attempted opening of the unit.
  • Visible damage to the unit.

 

The warranty does not extend to damages resulting from:

 

1.                 Power surges

2.                Suboptimal voltage levels

3.                Excessive voltage

4.               Lightning strikes

5.                Corrosion

6.               Exposure to sea spray

7.                Condensation

8.               Water-related damage

9.               Intrusion of dust or solid particles

10.          Sand infiltration

11.             Insects or other pests

12.            Not cleaned and/or maintained

13.            Prolonged exposure to high temperatures

14.           Adverse weather conditions

15.            Negligence on the part of the installer or homeowner

16.           Incorrect installation procedures

17.            Insufficient protection device ratings

18.           Tampering, including broken seals

19.           Going beyond the specified maximum power rating, current, or voltage for the input solar circuit, DC battery input, AC input, and AC output

 

All products undergo a 3 Phase repair procedure to ensure thorough resolution of any issues:

 

  • 1st Phase: The initial phase involves a comprehensive inspection to determine the root cause of the issue. The diagnostic inspection typically takes 1-3 working days. During this period, customers may request a loan unit, subject to availability.
  • 2nd Phase: Following the diagnostic, if the issue is confirmed to be a manufacturing fault, Orient Collection Imports (Pty) Ltd. will arrange for either repair or replacement, depending on the nature of the specific issue. This process generally takes between 1- 2 ½ weeks to complete. However, in instances where the diagnostic indicates a user misuse or negligence, the warranty will be void. In such cases, repair/replacement costs can possibly be done at the discretion of the User/Customer, at their cost and expense.
  • 3rd Phase: Upon completion of the repair or replacement process, the status of the unit will be communicated to user/customer, and the product will be promptly return to them.

 

This structured repair procedure underscores our commitment to resolving issues efficiently and effectively, while ensuring transparency and accountability throughout the process. We prioritise customer satisfaction and aim to minimize downtime by providing timely updates and facilitating swift resolution of any issues encountered.


All faulty units reported within the warranty period but have exceeded the specified timeline from the purchase date, will not be replaced. Instead, these units will be serviced and/or repaired, at our discretion, to the best of our ability, to ensure continued functionality and satisfaction for our customers.

 

Warranty timeline from Purchase Date:

 

  • Inverters: Warranty cover extends for 6 months or more, from the date of purchase.
  • Solar Panels: Warranty cover extends for 14 years from the date of purchase.
  • Batteries: Warranty cover extends for 4 years, from the date of purchase.

 

This policy is designed to provide continued support and assistance to our customers, even beyond the initial warranty period. By offering servicing and repair options, we aim to extend the lifespan of our products and maintain customer satisfaction over the long term.


PLEASE NOTE FOR ALL GOODS: Prior to usage, customers are strongly advised to assess whether the device is appropriate, sufficient, designed, and secure for their intended purpose. Given the diverse nature of individual applications, Orient Collection Imports (Pty) Ltd. does not provide any assurance or guarantee regarding the suitability or appropriateness of these devices for any specific use. Orient Collection Imports (Pty) Ltd. follows a policy of continuous improvement; hence product specifications may be subject to change without prior notice.