1. Introduction
This Refund Policy explains how refund requests are handled for products and services supplied through the EDM Solutions Product Catalogue and quotation-based shop.
Because EDM Solutions supplies smart metering products, prepaid meters, accessories, installation services, configuration services, vending setup and project-related solutions, refunds may depend on the product type, supplier rules, configuration status, installation status, order status and the reason for the request.
2. Quotation Stage
Submitting a quote request does not create a purchase and does not require a refund.
A refund only becomes relevant after EDM Solutions has issued a formal quotation or invoice, the customer has accepted it, and payment has been made.
3. Confirmed Orders
Once a quotation is accepted and payment is made, EDM Solutions may begin procurement, supplier ordering, configuration, preparation, delivery, installation scheduling, meter registration or vending setup.
Refund requests after order confirmation will be assessed based on the stage of the order and whether any costs have already been incurred.
4. Refund Assessment
All refund requests must be reviewed and approved by EDM Solutions before any refund is processed.
EDM Solutions may consider
- Whether the product has been ordered from a supplier;
- Whether the product has been delivered or collected;
- Whether the product has been opened, used or damaged;
- Whether the product has been configured or commissioned;
- Whether the meter has been registered or linked for vending;
- Whether installation or site work has already been scheduled or performed;
- Whether supplier cancellation or restocking fees apply;
- Whether the product was specially ordered for the customer;
- Whether the customer supplied incorrect information.
5. Non-Refundable or Limited-Refund Items
The following items may not qualify for a refund, or may only qualify after assessment and approval
- Configured meters;
- Commissioned meters;
- Installed meters;
- Vending-linked meters;
- Registered meters;
- Products supplied according to customer-specific requirements;
- Special-order products;
- Opened or used products;
- Damaged products;
- Products missing packaging, accessories or manuals;
- Installation work already completed;
- Configuration work already completed;
- Meter registration or vending setup already completed;
- Delivery, courier or collection costs already incurred;
- Third-party charges already incurred.
6. Incorrect Customer Information
If a product was ordered, configured, delivered or prepared based on incorrect information supplied by the customer, EDM Solutions may decline the refund or deduct costs already incurred.
This may include incorrect meter type, incorrect pipe size, incorrect phase type, incorrect site requirements, incorrect quantity, incorrect property information, incorrect vending requirements or incorrect technical details.
7. Cancelled Orders
If the customer cancels an order before procurement, configuration, delivery or installation has started, EDM Solutions may approve a refund subject to any administration, banking, supplier or cancellation costs already incurred.
If procurement, configuration, delivery, installation preparation or supplier ordering has already started, EDM Solutions may deduct reasonable costs before refunding any balance.
8. Faulty Products
If a product is believed to be faulty, EDM Solutions may first require technical assessment, supplier inspection or warranty verification.
A refund may not be the first remedy. Depending on the product and circumstances, EDM Solutions may offer repair, replacement, supplier warranty process, technical support, reconfiguration or another reasonable solution.
9. Installed Products
Products that have been installed are generally not refundable unless there is a confirmed fault or legal requirement that applies.
Where a problem is caused by site conditions, plumbing issues, electrical issues, tampering, incorrect use, municipal infrastructure, incorrect installation by third parties, customer-side faults or external damage, a refund may not apply.
10. Services
Fees for services already performed are generally not refundable.
This may include installation labour, configuration, commissioning, site visits, inspections, callouts, vending setup, meter registration, billing setup, technical investigations, support work and project administration.
11. Delivery and Courier Fees
Delivery, courier, collection and handling fees are generally non-refundable once incurred.
If a refund is approved, EDM Solutions may deduct delivery or courier costs from the refund amount where applicable.
12. Refund Method
Approved refunds will usually be processed back to the original payer or nominated bank account after verification.
EDM Solutions may require proof of payment, customer details, bank confirmation or other verification before processing a refund.
13. Refund Processing Time
Where a refund is approved, processing may take approximately 7 to 14 working days after approval and receipt of all required information.
Processing times may vary depending on bank processing, internal verification, supplier assessments or third-party confirmations.
14. Partial Refunds
EDM Solutions may approve a partial refund where only part of the order qualifies, or where deductions apply for supplier costs, administration, delivery, configuration, installation preparation, restocking, damaged packaging, missing items or work already performed.
15. No Automatic Refund
A refund request does not automatically guarantee a refund.
Each request must be assessed according to the product, service, order status, supplier rules, customer information, configuration status and applicable law.
16. How to Request a Refund
Customers must contact EDM Solutions with
- Quote or invoice number;
- Customer name and contact details;
- Product or service details;
- Reason for refund request;
- Supporting photos or documents where applicable;
- Proof of payment where required.
17. Contact Details
Refund requests and related questions may be sent to EDM Solutions using the official contact details below.
Email: info@edmsolutions.co.za
Call: 010 009 5448
WhatsApp: 0692765353
Operating Area: South Africa
Business Hours: Monday to Friday, 08:00 to 17:00