Deye 12000BTU Hybrid 4100W Solar Air Conditioner

Once you place an order on our website, our team will begin
processing it. To help you plan your delivery, please refer to the
schedule below:

Order Processing & Shipping Timeline

• 
  Order Cut-Off Time: 2 PM South African Standard Time
• 
  Processing & Handling: 0–2 Business Days (Monday - Friday)
• 
  Transit Time: 3–5 Business Days (Monday - Friday)

Order Updates & Tracking

We’ll keep you informed at every stage of the delivery process through email notifications.

After Shipment

Once your order is dispatched, you will receive:

• A tracking number
• A real-time tracking link

Our customer support team is available if you require any assistance.

Order Confirmation

After we receive your order and process your payment, you will
receive an Order Confirmation Email with the details of your purchase.
Once your order is shipped, we will send a tracking number and a link to
monitor your package.

Shipping Locations

We only deliver within South Africa. Please ensure you provide a physical address, as we do not ship to PO Boxes.

Lost or Missing Packages

If your package is marked as delivered but has not arrived, please follow these steps:

1. Confirm your delivery address matches the one on your order.
2. Check around your property or ask neighbors and household members if they accepted the package.
3. Contact the courier using your tracking number for further details.

If the courier confirms the package is lost, please reach out to us
with your order details. We will offer you the option of a replacement
or a full refund, depending on stock availability.

Important Information

• Deliveries do not take place on weekends or public holidays.
• Unexpected delays due to circumstances beyond our control will be communicated to you as soon as possible.

Delivery Fees

Shipping is free Nationwide 

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)

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:

• 
  Email: sales@truly-solar.com
  
• 
  Phone Number: +27 79 711 6265
  
• 
  Operating Hours: Monday - Friday, 8:00 AM - 4:30 PM (SAST)

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)

Payment Policy

1. Accepted Payment Methods

At Truly Solar, we strive to provide our customers with secure and convenient payment options. We currently accept the following methods of payment:

1.1 Yoco Payments (Card Payments)

We accept payments via Yoco, our trusted and secure payment gateway.
Customers can pay using:

• 
  Visa Credit and Debit Cards
  
• 
  Mastercard Credit and Debit Cards
  

All card transactions are processed securely through Yoco’s encrypted platform. Your card details are not stored by Truly Solar at any time.

1.2 Electronic Funds Transfer (EFT)

Customers may also make payments via direct bank transfer (EFT) into our official business account.
Banking details will be provided on your invoice or upon request.

Please ensure that:

• 
  The invoice number or order reference is used as the payment reference.
  
• 
  Proof of payment is emailed to sales@truly-solar.com to confirm your order.
  Orders will only be processed once the payment has been received and cleared in our account.
  

2. Payment Terms

• 
  Full payment must be made before dispatch or installation of any product or service, unless otherwise agreed in writing.
  
• 
  Orders not paid within 48 hours of invoice issuance may be automatically cancelled.
  
• 
  For custom or special-order items, a 50% deposit may be required before procurement begins.
  

3. Security & Data Protection

All electronic transactions are encrypted and processed through secure, PCI-DSS compliant payment gateways.
Truly Solar does not have access to or store any customer card details.
Your personal and payment information is handled in accordance with our Privacy Policy and the Protection of Personal Information Act (POPIA).

4. Currency & Pricing

• 
  All prices listed on our website and quotations are in South African Rand (ZAR) and include Value Added Tax (VAT) where applicable.
  
• 
  Prices are subject to change without prior notice due to currency fluctuations, supplier pricing, or market conditions.
  

5. Refunds & Disputes

Refunds, where applicable, are processed according to our Refund & Returns Policy.
If you experience any issues with payment processing, please contact our support team at sales@truly-solar.com or +27 79 711 6265 for prompt assistance.

6. Fraud Prevention

Truly Solar reserves the right to verify payment details and request additional documentation if suspicious or fraudulent activity is detected. Orders may be cancelled or delayed pending verification.

Effective Date: September 2025
Issued by: Truly Solar (Pty) Ltd