Onyx Solar Africa Pty Ltd respects your privacy. This policy serves to protect your privacy and sets out our company policy with regard to your personal information.

1. Introduction:

1.1 We respect your privacy and will take reasonable measures to protect it, as more fully detailed below.

1.2 Should you decide to register as a user on the Website, we may require you to provide us with personal information which includes but is not limited to –

1.2.1 your name and surname;

1.2.2 your email address;

1.2.3 your physical address;

1.2.4 your mobile number.

1.3 Further to 1.2 above, the Website makes use of “COOKIES” to automatically collect information and data through the standard operation of the Internet servers. “Cookies” are small text files a website can use (and which we may use) to recognise repeat users, facilitate the user’s on-going access to and use of a website and allow a website to track usage behaviour and compile aggregate data that will allow the website operator to improve the functionality of the website and its content. The type of information collected by cookies is not used to personally identify you. If you do not want information collected through the use of cookies, there is a simple procedure in most browsers that allows you to deny or accept the cookie feature. Please note that cookies may be necessary to provide you with certain features available on our Website and thus if you disable the cookies on your browser you may not be able to use those features and your access to our Website will therefore be limited. If you do accept a “cookie”, you thereby consent to our use of any personal information collected by us using that cookie.

1.4 Your personal information may be stored in the Republic of South Africa or any other country in which Onyx Solar Africa or its third-party service providers maintain facilities. By using the Website, you consent to the collection of your personal information and to any transfer of such information outside the Republic of South Africa.

1.5 Should your personal information change, please inform us and provide us with updates to your personal information as soon as reasonably possible so as to ensure the accuracy of the information in our possession.  Onyx Solar Africa shall not be liable for any inaccuracies in the information should you fail to update your personal information when necessary.

1.6 Subject to 1.7 below, we will not, without your express consent:

1.6.1 use your personal information for any purpose other than as set out below:

1.6.1.1 in relation to the ordering, sale and delivery of Goods;

1.6.1.2 to contact you regarding current or new Goods or services or any other goods offered by us or any of our divisions and/or partners (unless you have opted out from receiving marketing material from us);

1.6.1.3 to inform you of new features, special offers and promotional competitions offered by us or any of our divisions and/or partners (unless you have opted out from receiving marketing material from us); and

1.6.1.4 to improve your experience on our Website by, inter alia, monitoring statistical non-personal browsing habits, and to transact with us;

1.6.2 disclose your personal information to any third party other than as set out below:

1.6.2.1 to our employees and/or third-party service providers who assist us to interact with you via our Website, email or any other method, for the ordering of Goods or when delivering Goods to you, and thus need to know your personal information in order to assist us to communicate with you properly and efficiently;

1.6.2.2 to our divisions and/or partners (including their employees and/or third-party service providers) in order for them to interact directly with you via email or any other method for purposes of sending you marketing material regarding any current or new goods or services, new features, special offers or promotional items offered by them (unless you have opted out from receiving marketing material from us);

1.6.2.3 to our suppliers in order for them to liaise directly with you in the event of you submitting a warranty claim regarding any Goods you have purchased which requires their involvement.

1.7 We are entitled to use or disclose your personal information if such use or disclosure is required in order to:

1.7.1 comply with any applicable law, order of court or legal process served on us, or

1.7.2 to protect and defend our rights or property;

1.7.3 to protect against or prevent actual or potential fraud or unauthorised transactions; or

1.7.4 investigate fraud which has already occurred.

1.8 We will ensure that all of our employees, third party service providers, divisions and partners (including their employees and third-party service providers) having access to your personal information are bound by appropriate and legally binding confidentiality and non-use obligations in relation to your personal information.

1.9 We will –

1.9.1 treat your personal information as strictly confidential;

1.9.2 take appropriate technical and organisational measures to ensure that your personal information is kept secure and is protected against unauthorised or unlawful processing, accidental loss, destruction or damage, alteration, disclosure or access;

1.9.3 provide you with access to your personal information to view and/or update personal details;

1.9.4 promptly notify you if we become aware of any unauthorised use, disclosure or processing of your personal information;

1.9.5 provide you with reasonable evidence of our compliance with our obligations under this policy on reasonable notice and request; and

1.9.6 upon your request, promptly return or destroy any and all of your personal information in our possession or control, unless we are compelled by law to retain certain information.

1.10 We will not retain your personal information longer than the period for which it was originally needed, unless we are required by law to do so, or you consent to us retaining such information for a longer period.

1.11 Onyx Solar Africa undertakes never to sell or make your personal information available to any third party other than as provided for in this policy, unless we are compelled to do so by law. In particular, in the event of a fraudulent online payment, Onyx Solar Africa reserves the right to disclose relevant personal information for criminal investigation purposes or in line with any other legal obligation for disclosure of the personal information which may be required of it.

1.12 Whilst we will do all things reasonably necessary to protect your rights of privacy, we cannot guarantee or accept any liability whatsoever for unauthorised or unlawful disclosures of your personal information, whilst in our possession, made by third parties who are not subject to our control, unless such disclosure is as a result of our gross negligence.

1.13 If you disclose your personal information to a third party, such as an entity which operates a website linked to this Website or anyone other than Onyx Solar Africa, ONYX SOLAR AFRICA SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE, HOWSOEVER ARISING, SUFFERED BY YOU AS A RESULT OF THE DISCLOSURE OF SUCH INFORMATION TO THE THIRD PARTY. This is because we do not regulate or control how that third party uses your personal information. You should always ensure that you read the privacy policy of any third party.

Accepted Payment Methods

Onyx Solar Africa Pty Ltd accept the following payment methods:

• Electronic Funds Transfer (EFT) payments
• Direct Bank Deposits – 2% bank levy applies

These payment methods are secure and allows for quick verification of transactions.

Processing of Orders

Please use your order number as the payment reference number.
Orders will be processed upon receipt of proof of payment.
Customers are kindly requested to forward proof of their EFT payment to our designated email address or WhatsApp contact number at the time of sale.
This proof aids in the timely verification and processing of your order.
Kindly note that orders will only be dispatched after full payment has cleared in our bank account.

Product Stock and Physical Payments

Our solar products are held at our Johannesburg warehouses.
We would like to inform our customers that cash payments are not accepted on the premises of our warehouses.
Should you have any questions or enquiries,  please do not hesitate to contact our offices. We will gladly assist you further.
Order Payment Full payment must be reflected in our bank account for any placed orders before dispatch can occur from our warehouses.
Please be patient, all payments may take at least 24 hours to be processed.

If cancellation is required after payment has been made then an email to the specified sales team will be required by the consumer which should entail:

• Reason for cancellation.
• Consumer banking details.
• A cancellation time frame of 48 hours will fall into place once an order has been placed.
• If the order is cancelled after the 48-hour time frame a 5% penalty will be incurred for the processing of the specified order.
• If the order is cancelled within the given time period, then no penalty will be incurred

To the extent allowed by law, and notwithstanding any other provision of this agreement:

• Any goods supplied by Onyx Solar Africa Pty Ltd shall be subject to the manufacturing company’s warranty;
• The only entitlement you shall have in respect of those goods shall be to require Onyx Solar Africa Pty Ltd to enforce such warranty against the manufacturer of those goods on your behalf.

All inverters and batteries must be installed by a qualified electrical wireman or Master electrician with a valid registration with the Department of Labour. A valid electrical certificate of compliance (COC) must be issued once installed, specific to the installation of the backup or solar system. The installation must be compliant with SANS 10142 and ALL its parts. Any warranty claim submitted without installation photos, a valid COC and proof of a qualified wireman/master electrician installing the unit, can be rejected and will render the warranty claim null at void.

The warranty does not cover damage resulting from:

• Power surge
• Under-voltage
• Over-voltage
• Lightning
• Corrosion
• Sea spray
• Condensation
• Water damage
• Dust or any solid particles
• Sand
• Insects
• Lizards
• Excessive heat exposure
• Weather damage
• Negligence by the installer or homeowner
• Incorrect installation
• Inadequate protection device rating
• Tampering (broken seal)
• Dirty filters
• Exceeding the maximum power rating, current or voltage for the input solar circuit, DC battery input, AC input and AC output.

The warranty will be void if the unit is:

• Not installed as per manufacturers specifications
• Not installed with a minimal 40kA surge protection unit for both live and neutral wires from the AC incoming supply
• Not installed with a minimal 40kA surge protection unit for both positive and negative wires from the AC incoming supply
• Not protected by the calculated and required 2 pole breakers for the input and output of the inverter
• Not installed with a changeover switch
• The battery input must be protected by a rated fuse for both the negative and positive connections, within the calculated PSCC ratings.
• Tampered with (attempted to open the unit)
• Visible damage to the unit

Unopened and Sealed Products:

You may return, at your own expense, any unopened and sealed product/s purchased from Onyx Solar Africa Pty Ltd and receive a full refund of the purchase price within 7 days of the date of purchase. You will only be eligible for a refund if the product is returned to Onyx Solar Africa together with the original tax invoice.

Opened and Unsealed Products:

You may return opened and unsealed products purchased from Onyx Solar Africa Pty Ltd and receive a refund of the purchase price minus 10% (Handling Fee) within 7 days of the date of purchase. You will only be eligible for a refund if the product is returned to Onyx Solar Africa together with all its accessories, the original product packaging, and the original tax invoice.

Inspection on Returns:

• If a product is returned then a thorough inspection will be carried out by the sales and technical department, if there are clear signs of the goods being tampered, warranty will be void.
• Products such as our inverters will be refunded or replaced provided that the product was not removed from the box.
• The warranty seals for specific products will be checked, if a warranty seal has been removed then all policies will be void.
• No Out-of-Box policy will be tolerated if a product has been open and used or installed. Management will look at special situations for replacements.
• Upon return serial numbers of the box and inverter must match with our specific product numbers in order to deduce where the product has been sold.
• If the item is requested for an exchange, then if deemed fit, we will provide the options.
• Upon accepted return from Onyx Solar Africa Pty Ltd we will pass a credit or refund.
• Upon return the consumer is liable to use his/her own courier service if courier is requested from us then a shipping fee will be issued.
• Damaged goods should be notified to Onyx Solar Africa Pty Ltd once the customer receives his/her goods, if we are not notified within 7 working days after the purchase then the goods will fall under warranty.

STRICTLY NO REFUNDS OR EXCHANGES ON ANY PRODUCTS THAT HAVE BEEN INSTALLED, SCRATCHED OR DAMAGED IN ANY WAY.

WARRANTY RETURNS REQUIRE A MINIMUM OF 7 – 30 WORKING DAYS TO BE ASSESSED OR REPAIRED.

All orders are shipped at the instruction of the customer & as a result, the customer will be liable for the items once they have left the premises of Onyx Solar Africa Pty Ltd or our warehouses. Goods are shipped using third-party shipping companies and prices are calculated based on weight and dimensions.

Please note that all orders are processed when funds have been reflected in our First National Bank (FNB) bank account. We do not dispatch orders based on bank payment proof of payments due to the prevalence of fraudulent proof of payments in South Africa. This policy applies to both shipping and self-collection orders.

• All orders are shipped by Onyx Solar Africa Pty Ltd without any insurance, unless insurance is specifically requested. An order will be considered completed by Onyx Solar Africa Pty Ltd once it has been collected by the customer and/or the shipping company.
• Onyx Solar Africa Pty Ltd will not be held liable for any damages or losses that may be incurred during transit, including theft, looting, hijacking, fire, mishandling, negligence, acts of God, or any other causes that are out of our control (force majeure).
• Additional packaging costs may be incurred by the customer when requesting Onyx Solar Africa Pty Ltd to ship solar panels. Goods that are fragile require packaging that will incur an additional fee.
• Goods will be delivered within 2 – 10 working days depending on the courier company’s schedules and the volume of products requiring dispatch at a time.
• Onyx Solar Africa Pty Ltd does not ship internationally; we only ship our goods nationally within South Africa.
• The customer should provide their full shipping address and contact details for the courier company. Additionally, the customer should be available within the 2 – 10 working days to receive the goods.
• If the customer prefers, they may organize their own courier, provided Onyx Solar Africa Pty Ltd is notified beforehand.
• Any delivery note or waybill (copy or original) signed by you or person accepting delivery on your behalf and held by Onyx Solar Africa Pty Ltd shall be sufficient proof that delivery was made to you.