Help & FAQ's

Help & FAQ's

Help Center

1. How can I contact Truly Solar for support?

You can reach our support team via email at sales@truly-solar.com or call us at +27 79 711 6265. We’re available Monday to Friday, 8:00 AM – 4:30 PM (SAST).

2. Do you offer installation services?

Yes. Truly Solar provides professional solar installation through our trusted network of certified installers across South Africa. You can request installation during checkout or contact us directly for a custom quote.

3. How can I track my order?

Once your order has been dispatched, you’ll receive an email with your tracking number and courier details so you can follow your delivery in real time.

4. What if I receive a damaged or incorrect product?

Please contact us immediately at sales@truly-solar.com within 48 hours of receiving your order. We’ll arrange a replacement or return as quickly as possible.

5. Do your products come with a warranty?

Yes, all products sold by Truly Solar include a manufacturer’s warranty. The warranty period varies depending on the brand and product type. Details are listed on each product page.

Ordering

1. How do I place an order on Truly Solar?

Simply browse our online store, add your preferred solar products to your cart, and proceed to checkout. You’ll be guided through the payment and delivery process.

2. What payment methods do you accept?

We accept Credit & Debit Cards, EFT (Bank Transfer) for secure and convenient transactions.

3. Can I change or cancel my order after placing it?

If your order hasn’t been processed or shipped yet, you can contact us immediately to modify or cancel it. Once shipped, cancellations may not be possible.

4. Do you deliver nationwide?

Yes, we deliver anywhere in South Africa. Shipping times and costs vary depending on your location and the size of your order.

5. Will I receive an invoice for my purchase?

Absolutely. You’ll receive an automated invoice via email once your payment is confirmed. A printed copy may also be included with your order.

6.What is your return policy?

Return Notification and Process

To begin the return process for an item purchased from Truly Solar , please contact us at sales@truly-solar.com within 14 days of your purchase date. If your return involves a damaged or defective item, we may ask you to provide photographs to help us assess the issue.

Responsibility for Return Costs


  • Change of Mind: If you decide to return a product
    simply because you’ve changed your mind, you will be responsible for all
    return shipping costs.

  • Faulty or Damaged Items: If the product you received is faulty or damaged, Truly Solar will cover the return shipping costs.

Return Handling

Please do not return items directly to the manufacturer. All returns must first be authorized by Truly Solar . Replacements, refunds, or credits will only be processed once we have inspected the returned item at our warehouse.

Handling/Restocking Fee

For items returned due to a change of mind, a 15% handling/restocking fee will be deducted from your refund.

Damaged or Defective Goods

If you receive an item that is damaged or defective, we will replace it if stock is available. If a replacement is not possible, a full refund will be issued for the affected product.

Conditions for Returns

All returned items must be unused and in their original packaging. We cannot process refunds for products that show signs of use, wear, or any modification.

Shipping Considerations

Please note that delivery times for exchanged products may vary depending on your location. For items valued over R450, we recommend using a trackable shipping service or purchasing shipping insurance. While we do our best, Truly Solar cannot guarantee that we will receive your returned item.

Refund Exclusions

For returns initiated due to a change of mind, the original delivery fee is non-refundable, and the 15% handling/restocking fee will be deducted from the refund amount.

Excluded Items

We are unable to accept returns for the following products:

  • Food, beverages, or other everyday consumables
  • Personalized or custom-made items
  • Perishable or time-sensitive goods
  • Clothing and shoes ordered in the wrong size (unless otherwise specified)
  • Used audio or video recordings, or computer software once the seal has been broken
  • Reading materials
  • Accommodation, travel, transport, catering, or leisure services scheduled for specific dates or periods

Refund Processing

Refunds will be processed within 3 days after receiving the returned item, where applicable.

Order Modifications/Cancellations

We offer a 24-hour window for order modifications or
cancellations. If your order has not yet entered the fulfillment
process, you can reach out to us at sales@truly-solar.com , and we will accommodate your request without issue.

Dedicated Customer Support

Our dedicated customer service team is here to assist you every step
of the way. Whether you have questions about returns, need assistance
with an exchange, or want to inquire about your order, you can reach us
here:

Contact Details

Truly Solar PTY Ltd 

Registration Number - 2021/688392/07

VAT Number : 4870313253

Address : 32 Dyer St Arcadia, East London, 5201

Email: sales@truly-solar.com

Phone: +27 79 711 6265

Operating Days/Hours: Monday - Friday, 8:00 AM - 4:30 PM (SAST)