Returns Policy

Refunds / Returns Policy

Please note returns procedure below:

  1. Complete Returns form below in full.
  2. Receive an email copy of the completed form.
  3. Include a copy of the form in your parcel being returned.
  4. Bring the items to our physical address or ship them via the Post Office or Courier services to any of the below addresses & send us the tracking details so that we know when to expect the parcel.

Once we receive and test the items and the fault lies with the product we will repair or replace the item. Items will be delivered to the original order address unless otherwise advised.

Please note that any and all return shipping costs are for your account and we recommend insuring the parcels as we are not responsible for lost or items damaged during the return shipping.

Non Faulty Returns

All items shipped correctly and returned will be subject to a 15% handling fee if they are in the same condition as shipped. If they are not in selling condition (missing or damaged boxes etc) then we will advise costs before refunding you.

Shipping costs are non-refundable.

Non Shipped Orders

Orders cancelled before shipping may also be subject to a 15% handling fee due to administration, stock and bank charges.

Physical address:

33 Viking Business Place
29 Thor Circle
Cape Town

Postal address: Postnet Suite 151
Private Bag X103
N1 City
Tel: 021-531-6560
Attention: Futurtool Returns
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Product Warranty

The warranty provided is a Carry-In Warranty”. If you experience a failure, the lamp must be sent to Urban Solar cc. We will evaluate the failure, and if the defect is due to a factory fault, we will replace the faulty lamp at no charge. All labour to remove and re install units, as well as transport to and from our premises is not covered under our warranty.

The Client is responsible for shipping and insurance costs associated with the return of the faulty product.  Urban Solar cc will be responsible for the payment of shipping costs of the return back to the client should the product be found to be faulty. Should the warranty service require the replacement of a component part, these items will become the property of Urban Solar cc. The replacement component part will be new, or equivalent to new once repaired, meeting quality standards. The warranty remaining on the original unit is assumed on the replacement unit or replacement parts.

We have spares available consistently, and once the evaluation has taken place, and is to be found that it is a unit covered under the warranty terms, a replacement unit will be sent back, the following day.

If the product is returned during the limited warranty period, but the problem with the product is not covered under the terms and conditions of this limited warranty, you will be notified by Urban Solar cc and given an estimate of the product repair cost, plus shipping charges. If the estimate is refused, the product will be returned freight collect unless we are instructed in writing to do otherwise. If the product is returned after the expiration of the limited warranty period, the Urban Solar cc’s normal service policies shall apply and you will be supplied with a written estimate of the repair costs plus for shipping charges.

Turn Around Time

All faulty items are returned to the respective manufacturers for inspection and test reports. While we will do everything in our power to expedite the process test reports may take up to 14 working days from date of receipt of the faulty goods.

Not Covered under Warranty

This warranty only covers normal use in an intended environment. This warranty does not cover any user-installed peripheral devices, dealer or user-installed pc boards or any other components. Use of a power supply other than that provided, connection of product to any other power source other than what is specified and connecting the unit to any electrical outlet not properly grounded.

This warranty does not cover the failure of the product due to inadequate maintenance, electrical surges/spikes, misuse of the product, improper installation, improper return shipping or general neglect. This warranty does not cover disasters such as fire, flood, lightning, hurricanes, tornadoes, earthquakes or any other natural disasters. Any servicing of the product by the owner or an unauthorised technician is not covered by this warranty.

The warranty and remedies expressed above are exclusive and in lieu of all other express or implied warranties including, but not limited to, the implied warranties of merchantability or fitness for a particular purpose.

Some laws do not allow the exclusion of implied warranties. If these laws apply, then all express and implied warranties are limited to the period expressed on the product page. Any statement or representations made by any person, company or firm are void, unless stated above. Urban Solar cc will not be responsible or liable for any loss, inconvenience or damage including direct, special, incidental or consequential damages resulting from the use or inability to use their products, whether resulting from breach of warranty or any other legal theory or opinion.