Returns & Refunds
Last Updated: 9 September 2022
At Mobile Site Lighting, we supply specialised lighting, power generation, security, traffic management and mobile site equipment to customers across South Africa.
We adhere to a rigorous quality-assurance process to ensure that every product we supply is properly inspected, tested, prepared and securely packaged prior to dispatch. Each applicable item undergoes thorough testing and inspection by our qualified technicians before leaving our facility, so as to ensure that products arrive safely and perform as intended upon receipt.
Notwithstanding these precautions, issues may occasionally arise during transportation or use. This Returns & Refunds Policy sets out our procedures in respect of returns, refunds and warranty claims.
1. 21-Day Return Policy
Eligible products may be returned within 21 days of delivery.
To qualify for a return, the following conditions must be met:
- The return request must be submitted within 21 days of receiving the product.
- The customer must hold a valid Mobile Site Lighting purchase invoice.
- The return request must be submitted via email to support@mobilesitelighting.co.za.
- The email must clearly set out the reason for the return.
- Photographs of the product are recommended, as these may assist us in assessing the request.
- The product must satisfy the applicable return conditions outlined below.
Once a return has been approved, Mobile Site Lighting will arrange for the collection and transportation of the eligible product to our warehouse. Customers should refrain from arranging their own return transportation, unless specifically instructed to do so by Mobile Site Lighting.
2. Product Inspection and Testing Prior to Dispatch
Prior to dispatch, our qualified technicians conduct a thorough inspection and, where applicable, functional testing of each product to verify its condition and performance.
Our pre-dispatch procedures may include:
- General physical inspection
- Functional testing
- Electrical and power-supply checks, where applicable
- Battery and charging assessments, where applicable
- Lighting and control-system testing
- Generator operational checks, where applicable
- Inspection of cables, connections and accessories
- Assessment for visible damage
- Verification of supplied components
- Confirmation against the customer’s order and specifications
We further observe appropriate precautions in respect of packaging, handling and transportation, so as to help ensure that products reach their destination in optimal condition.
3. Products Eligible for Return
Owing to their specialised, technical or project-specific nature, not all products qualify for a change-of-mind return. Where a product is eligible for return, it must comply with the conditions set out below.
Certain products must be returned in a completely unused condition, particularly where installation, operation or commissioning may affect their resale value or functionality. Where applicable, the returned product must be:
- Unused
- In its original condition
- Complete with all supplied accessories and components
- Accompanied by manuals and documentation, where applicable
- Free of any modification or alteration
- In a condition suitable for inspection and resale
4. Products Not Eligible for Return
Returns will not be accepted for products that:
- Have been used, where the applicable return condition requires the product to remain unused
- Have been installed, commissioned, dismantled, repaired or modified — whether by the customer or by a third-party technician or service provider
- Have sustained damage as a result of misuse, negligence or improper handling
- Were supplied, configured, sourced or ordered specifically according to the customer’s own specifications, and therefore do not constitute standard stock
This may apply to specialised equipment including, but not limited to:
- LED Light Towers
- Diesel and Petrol Generators
- Towable Generators
- Portable Power Stations
- Hybrid Power Units
- Industrial Floodlights
- Telescopic Mast Lighting Systems
- Mobile CCTV and Security Towers
- Variable Message Signs (VMS)
- Mobile Traffic Trailers
- Mobile Mast Towers
- Products supplied in accordance with customer-specific requirements
5. Third-Party Repairs or Dismantling
Mobile Site Lighting does not accept returns in respect of products that have been dismantled, repaired or modified by a third-party technician or service provider.
Customers are strongly encouraged to contact Mobile Site Lighting prior to undertaking any repair, modification or dismantling of a product suspected to be faulty. Unauthorised repairs or modifications may also affect the applicable manufacturer’s warranty coverage.
6. Faulty or Defective Products
Should you believe that a product is faulty or defective, please contact us at support@mobilesitelighting.co.za, providing the following:
- Your purchase invoice
- Product name
- Product serial number, where applicable
- A description of the fault
- Details of when and how the issue occurred
- Photographs of the product
- Video footage of the fault, where practicable
We may request further information, or arrange an inspection, prior to determining the appropriate course of action. Depending on the circumstances, the product may be repaired, replaced or otherwise resolved in accordance with the applicable warranty and South African consumer protection legislation.
7. Products Damaged in Transit
Customers are advised to inspect their products upon delivery, wherever reasonably possible. Should a product arrive damaged, please notify us promptly at support@mobilesitelighting.co.za, including photographs of:
- The product
- Any visible damage
- Packaging
- Condition upon delivery
- Delivery label, where applicable
Please retain the original packaging pending completion of our assessment.
8. Incorrect Product Supplied
Should an incorrect product have been supplied, please contact us prior to using, installing, dismantling or modifying it. Kindly email support@mobilesitelighting.co.za with your invoice and a description of the issue. Where it is confirmed that the error originated with Mobile Site Lighting, we will arrange the appropriate corrective action.
9. Return Collection and Transportation
In respect of an approved, eligible return, Mobile Site Lighting will arrange and bear the cost of collecting and transporting the product to our warehouse. The customer is responsible for ensuring that the product is available for collection and appropriately prepared for transportation.
For large or specialised equipment, collection arrangements may require suitable site access and preparation. Customers should refrain from independently shipping or transporting a product to us, unless expressly instructed to do so.
10. Refunds
Once an approved returned product has been received at our warehouse, it will be inspected to confirm compliance with the applicable return conditions.
Where a refund is approved, it will generally be processed via the original payment method, wherever practicable. Processing times may vary depending on the payment method and the relevant financial institution.
A refund will not be processed where an inspection determines that the product does not meet the applicable return requirements, subject to any rights the customer may hold under applicable South African law.
11. Manufacturer Warranties
The majority of products supplied by Mobile Site Lighting include a manufacturer’s warranty. Depending on the product and manufacturer, applicable warranty periods may include:
- 1-Year Manufacturer Warranty
- 2-Year Manufacturer Warranty
- 3-Year Manufacturer Warranty
The specific warranty period applicable to a given product will be indicated in the relevant product documentation, quotation, invoice, or the manufacturer’s warranty terms. Manufacturer warranties generally cover qualifying manufacturing defects, subject to the manufacturer’s applicable terms and conditions.
12. Warranty Exclusions
Manufacturer warranty coverage may be affected or excluded where a product has been:
- Misused
- Incorrectly installed
- Improperly operated
- Modified without authorisation
- Dismantled
- Repaired by an unauthorised third party
- Damaged through negligence or accident
- Operated outside the manufacturer’s specified operating conditions
- Subjected to improper maintenance
Customers are required to adhere to the manufacturer’s operating, installation and maintenance requirements at all times.
13. Warranty Claims
To submit a warranty claim, please contact support@mobilesitelighting.co.za, providing:
- Purchase invoice
- Product name
- Product serial number, where applicable
- Description of the issue
- Photographs
- Video evidence, where useful
Mobile Site Lighting may require the product to be inspected or tested prior to approving a warranty claim. Where the assessment or repair falls under the responsibility of the manufacturer or an authorised service provider, the claim may be referred accordingly.
14. How to Submit a Return Request
All return requests must be submitted by email to support@mobilesitelighting.co.za, and should include the following details:
Full Name: Invoice Number: Product Name: Date Received: Reason for Return: Description of the Issue: Contact Number:
We recommend attaching clear photographs of the product, together with any relevant packaging or damage. Upon receipt of your request, we will assess the information provided and advise you of the appropriate next steps.
15. Important Return Conditions
Customers should refrain from the following prior to contacting us:
- Dismantling the product
- Attempting repairs through a third-party technician
- Modifying the product
- Disposing of the original packaging, where it may be required for assessment
- Returning the product without prior instruction from Mobile Site Lighting
Failure to observe the above may affect the validity of a return or warranty claim.
16. Consumer Rights
Nothing in this Returns & Refunds Policy is intended to exclude or limit any rights a customer may hold under applicable South African law, including the Consumer Protection Act 68 of 2008, where applicable. Where mandatory consumer rights apply, such rights shall take precedence over any conflicting provision of this policy.
17. Contact Us
For returns, refunds, warranty claims or general product support, please contact:
Mobile Site Lighting South Africa
Email: support@mobilesitelighting.co.za / Website: www.mobilesitelighting.co.za
Our support team will assess your request and provide the appropriate return, collection, refund or warranty instructions.
18. Policy Updates
Mobile Site Lighting reserves the right to update this Returns & Refunds Policy from time to time. The most recent version published on our website shall reflect the current policy and applicable procedures, subject to South African law.