Refund & Returns Policy

1. Overview

This Refund and Returns Policy applies to all products purchased from Feeo South Africa ("Feeo", "we", "us", "our") through our website feeo.co.za or through our authorised distribution partners. By placing an order with us, you acknowledge that you have read, understood, and agree to be bound by this policy.

Feeo supplies professional-grade electronic components for solar photovoltaic systems. Due to the technical nature of these products and their application in electrical installations, specific conditions apply to returns and refunds as outlined below.

2. Manufacturer's Warranty

All Feeo products are covered by a manufacturer's warranty as follows:

Product Category	Warranty Period
DC Circuit Breakers (MCB/MCCB)	24 Months
DC Surge Protection Devices (SPD)	24 Months
PV Fuses & Fuse Holders	24 Months
Battery Fuses & Disconnectors	24 Months
Combiner Boxes	24 Months
Smart Circuit Breakers (FR7-63)	24 Months
MC4 Connectors & Accessories	12 Months

The warranty covers defects in materials and workmanship under normal use conditions. The warranty does not cover:

• Damage caused by improper installation, misuse, abuse, or negligence
• Damage resulting from operation outside specified parameters (voltage, current, temperature)
• Damage caused by lightning strikes, power surges, or other electrical events beyond normal operating conditions
• Normal wear and tear
• Products that have been modified, altered, or repaired by unauthorised persons
• Damage caused by failure to follow installation guidelines and product specifications
• Cosmetic damage that does not affect functionality

3. Returns Eligibility

3.1 Standard Stock Items

Products from our standard stock range may be returned within 14 (fourteen) calendar days of delivery, subject to the following conditions:

• The product must be unused, uninstalled, and in its original condition
• All original packaging, labels, and documentation must be intact
• The product must not show any signs of installation, testing with live electrical circuits, or physical damage
• A valid proof of purchase (original invoice) must be provided
• A Return Merchandise Authorisation (RMA) number must be obtained prior to returning any goods

3.2 Special Orders & Non-Stocked Items

Special orders include, but are not limited to:

• Products ordered specifically for a customer that are not part of our standard stock range
• Bulk orders exceeding standard stock quantities that required special procurement
• Products with custom specifications or configurations
• Items marked as "Special Order" or "Made to Order" at the time of purchase
• Products imported specifically to fulfil a customer order

By placing a special order, you acknowledge and accept that such orders are final and non-refundable. We strongly recommend confirming all specifications and quantities before placing special orders.

3.3 Items NOT Eligible for Return

The following items cannot be returned regardless of circumstances:

• Products that have been installed, connected to electrical systems, or show evidence of use
• Products with broken seals, missing components, or damaged packaging
• Products returned without a valid RMA number
• Products returned after 14 days from delivery date
• Clearance, sale, or discontinued items (unless defective)
• Products damaged due to customer negligence during storage or handling

4. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Email info@feeo.co.za with your order number, invoice copy, and reason for return
2. Obtain RMA: Wait for approval and your Return Merchandise Authorisation (RMA) number
3. Package Securely: Pack the product securely in its original packaging with all accessories and documentation
4. Return to Distributor: Return the product to the authorised Feeo distributor from which it was purchased
5. Include Documentation: Include a copy of the original invoice and the RMA number clearly marked on the outside of the package

4.1 Return Shipping

The customer is responsible for all return shipping costs unless:

• The product is confirmed to be defective under warranty
• The wrong product was shipped due to our error
• The product was damaged during initial delivery

We recommend using a trackable shipping service with insurance. Feeo is not responsible for products lost or damaged during return transit.

5. Defective Products & Warranty Claims

5.1 Reporting Defects

If you believe a product is defective, please contact us within 7 (seven) days of discovering the defect with:

• Original invoice/proof of purchase
• Product model and serial number (where applicable)
• Detailed description of the defect
• Photographs or video evidence of the issue
• Information about the installation and operating conditions

5.2 Assessment Process

All warranty claims are subject to inspection and assessment. The process typically involves:

1. Initial review of claim documentation
2. Return of product for technical inspection (if required)
3. Assessment to determine if defect is covered under warranty
4. Communication of findings and resolution

Assessment may take up to 14 business days from receipt of the returned product. We will keep you informed of progress.

5.3 Warranty Resolution

If a product is confirmed defective under warranty, at our sole discretion we will:

• Repair the product; or
• Replace the product with the same or equivalent model; or
• Issue a refund for the original purchase price

Replacement products may be new or refurbished units of equal quality and functionality.

6. Refunds

6.1 Refund Processing

Approved refunds will be processed within 14 business days of the returned product passing inspection. Refunds will be issued via the original payment method where possible.

6.2 Refund Deductions

The following deductions may apply to refunds:

Reason for Return	Deduction
Change of mind / No longer required	10% handling fee + return shipping
Ordered incorrect product	10% handling fee + return shipping
Product defective (confirmed)	No deduction - full refund
Wrong product shipped (our error)	No deduction - full refund
Product damaged in transit (initial delivery)	No deduction - full refund

6.3 Non-Refundable Items

The following are not refundable:

• Shipping and delivery charges (except where return is due to our error)
• Special order products
• Products returned outside the 14-day return window
• Products not in resaleable condition

7. Limitation of Liability

7.1 Product Liability

To the maximum extent permitted by law, Feeo, its directors, employees, distributors, and agents shall not be liable for any:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, business, or anticipated savings
• Loss of data or business interruption
• Damage to other equipment or property
• Personal injury (except where caused by our proven negligence)
• Any losses arising from product installation, use, or malfunction

7.2 Installation Responsibility

Feeo products are professional electrical components intended for installation by qualified electricians and solar installers. By purchasing our products, you acknowledge that:

• Installation must be performed by appropriately qualified and licensed professionals
• All installations must comply with relevant South African electrical regulations (including SANS standards)
• Feeo is not responsible for damages arising from improper installation
• Product specifications and installation guidelines must be followed

7.3 Delay Liability

While we endeavour to process orders and deliveries promptly, Feeo shall not be held liable for any losses, damages, or costs arising from:

• Delays in order processing or shipping
• Delays caused by stock availability issues
• Delays caused by courier/logistics providers
• Delays due to circumstances beyond our reasonable control (force majeure)
• Project delays or penalties incurred due to late delivery

Customers with time-critical projects should confirm stock availability and estimated delivery times before placing orders.

7.4 Maximum Liability

In any event, Feeo's total liability for any claim arising from or related to a product purchase shall not exceed the original purchase price of the specific product(s) in question.

8. Damaged or Missing Items on Delivery

Upon receiving your order:

1. Inspect all packages for visible damage before signing for delivery
2. Note any damage on the delivery documentation
3. Photograph any damage to packaging or products
4. Report any damage or missing items within 48 hours of delivery to info@feeo.co.za

Claims for damaged or missing items reported after 48 hours may not be accepted.

9. Exchanges

Product exchanges are subject to stock availability and the same conditions as returns. To exchange a product:

1. Follow the standard return process
2. Indicate the product you wish to exchange for
3. Pay any price difference (or receive credit for lower-priced items)
4. The 10% handling fee applies unless exchanging a defective product

10. Consumer Protection Act

This policy is subject to the Consumer Protection Act 68 of 2008 (CPA) where applicable. Nothing in this policy is intended to limit your statutory rights under the CPA. However, please note that certain provisions of the CPA may not apply to transactions between businesses (B2B sales).

11. Policy Changes

Feeo reserves the right to modify this Refund and Returns Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will apply to that transaction.

12. Contact Information