Returns and Refunds

Last updated: 4 November 2026

For a return, complaint or refund, email phasenergysa@gmail.com with your order number, contact details and a description of the issue. Include photographs where they help explain damage or a fault. You can also call 067 902 0697.

If we cannot supply your order

We fulfil orders from our warehouse and supplier network. If we cannot supply an item you have paid for, we will contact you and arrange a refund. We will not substitute another model without your agreement.

Online cancellations and change-of-mind returns

Where the cooling-off right under the Electronic Communications and Transactions Act applies, you may cancel an eligible online goods purchase within seven days after receiving the goods, without giving a reason or paying a cancellation penalty. The applicable statutory exclusions remain in effect. Contact us within that period so that we can arrange the return. For these change-of-mind returns, you cover the direct cost of returning the goods.

Keep the equipment, accessories, documentation and packaging together, and pack returned items securely. Tell us if equipment has been installed or used so we can assess the appropriate return process. These practical steps do not remove any statutory consumer rights.

Faulty, damaged or incorrectly supplied goods

Contact us as soon as you notice a fault, delivery damage or an incorrect item. Do not continue using equipment that appears unsafe. We will explain the inspection, collection and remedy arrangements for your case.

Where the Consumer Protection Act applies, goods that fail to meet its quality requirements may be returned within six months of delivery without penalty and at the supplier’s risk and expense, with the remedies provided by the Act. Customer-paid return courier costs for change-of-mind returns do not apply where the law makes the supplier responsible.

Refund timing

We process refunds within seven working days. For an undelivered item that we cannot supply, this runs from confirmation of the refund. For returned goods, we will confirm receipt and the refund arrangements with you. We will not delay a refund beyond an applicable statutory deadline. Your bank may take additional time to display the credit.

Warranty support

Manufacturer warranties differ by product and model. Keep your invoice, serial number, warranty documentation and installation records. Email us for help with a warranty claim. Any manufacturer warranty is additional to your applicable statutory rights.

Return address and assistance

Phase Energy, Unit D7, Mikro Industrial Park, Strydompark, Randburg, 2194. Contact our returns team before sending equipment so it can be identified and handled correctly. Walk-ins are welcome.

Registration: 2021/157597/07. VAT: 4110308064. Sales and product advice: sales@phaseenergysa.co.za. Returns, complaints and other enquiries: phasenergysa@gmail.com.