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Legal

Warranty and returns

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Contents

Draft for legal review. This document is a structural placeholder and is not yet legal advice or a final policy.

Two kinds of warranty

When we supply and install an EV charger, two separate warranties apply:

  • Manufacturer hardware warranty: covers defects in the charger itself for [X years] from the date of installation, or as stated by the manufacturer for that model. The exact terms are in the manufacturer’s warranty document, which we give you at handover.
  • StrataCharge workmanship warranty: covers the installation work we carried out, such as the circuit, cable run, protection devices and mounting, for [X months] from the date on your Certificate of Compliance.

If you supply your own charger and we install it, only our workmanship warranty applies to our work. Any hardware warranty is between you and the seller or manufacturer.

Your rights under the Consumer Protection Act

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA). Where the CPA applies, goods must be of good quality and free of defects, and you may return defective goods within six months of delivery for repair, replacement or a refund, at your choice, subject to the conditions in section 56. Services must be performed in a timely manner and to the quality generally expected, as set out in section 54. [Legal reviewer to confirm which provisions apply to business customers above the CPA threshold.]

How to make a claim

  1. Contact us at hello@stratacharge.co.za or +27 [XX XXX XXXX], or on WhatsApp, with your name, site address and invoice number.
  2. Describe the problem and, if you can, send photos or a short video of the charger and any error lights or app messages.
  3. We will try to diagnose the fault remotely first. Many issues can be fixed with a settings change or firmware update.
  4. If a site visit is needed, we will book it within [X business days].
  5. For hardware faults, we handle the claim with the manufacturer on your behalf and keep you updated on repair or replacement times.

What the warranties do not cover

  • Damage from accidents, misuse, vehicle impact, flooding, fire, lightning or power surges [confirm surge position]
  • Alterations or repairs made by anyone other than StrataCharge or the manufacturer
  • Faults in your vehicle, its onboard charger or its charging cable not supplied by us
  • Problems caused by your electricity supply, the municipal network or load shedding
  • Normal wear and tear, and cosmetic damage that does not affect operation
  • Wi-Fi or mobile network problems that stop the app connecting
  • Chargers installed outside the conditions in the manufacturer’s instructions

Returns of unused hardware

If you bought a charger or accessory from us and it has not been installed, you may return it within [X days] of delivery provided it is unused, undamaged and in its original packaging with all parts and documents. Contact us before sending anything back. We will refund the purchase price, less [any reasonable cost of restoring the goods / collection costs], within [X days] of receiving the item. [Legal reviewer to align with CPA section 20 return rights.]

Once a charger has been installed, it cannot be returned for change of mind, but your warranty and CPA rights for defects still apply.

See our maintenance and support service, our installation service and our terms of use.