Customer Satisfaction  

At Blackfrog, we stand behind the quality of the products we sell. We carefully inspect all of our shipments prior to them leaving our warehouse, but in the even that you are not satisfied with your purchase, simply follow the instructions below.  

Returns & Exchanges  

  • Faulty goods will be exchanged on return of initial purchase.
  • Change of mind policy: BlackFrog will accept change of mind on a purchase within the allotted 14 days. 
  • Paid Shipping and Handling charges are NOT refundable.
  • We carefully inspect every item before posting them. Refund or exchange on defective items is accepted within the warranty period after the item is received. No refund or exchange will be accepted after this time.
  • All returned merchandise must be in as new condition, with the original box and packaging.
  • We inspect returned items before issuing refunds or exchanges.
  • Refund of exchange is not acceptable if damage other than the manufacturer’s defects is found. Blackfrog management reserve the right to determine manufacturer’s faults.
  • Returns outside the 14 days will be subject to BlackFrog Management discretion. 
  • Custom made jobs can not be returned, as they are made specifically for customers needs. No refunds available on custom orders unless faulty or defective and BlackFrog are unable to rectify issue/problems. BlackFrog reserves the right to check and test these returned goods prior to making an offer.

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Warranties Against Defects  

Blackfrog provides limited warranties against manufacturer’s defects on the following terms:

  • All items come partially charged and will need to be fully charged for optimum use.
  • All items come with a return to base warranty for manufacturer’s faults. Please see the more details information for specific product warranty periods.
  • Warranty periods commence from the date of receiving the goods.
  • Please contact us prior to returning your item. Most problems can be resolved with some simple trouble shooting.
  • To make a claim, return the item to the mail address on this website. Proof of purchase is required. For valid claims, BlackFrog will repair or replace the item whichever is deemed most suitable.
  • The warranty excludes defects from after sale damage, neglect, abuse or incorrect installation. The solar panel units are weather resistant, and are not designed to be submerged or placed upside down where water damage may occur.
  • BlackFrog reserves the right to determine manufacturer’s faults.
  • Warranties do not cover batteries.
  • Warranties cover manufacturer’s faults only. If you are unhappy with your purchase, but it is in good working order, please claim under “money back guarantee”. 

Unfulfilled Orders  

With orders that cannot be fulfilled, we will email you with information regarding when your order will be fulfilled and possible substitutes for your order. If this does not satisfy, we will give you a full refund.  

Money Back Guarantee  

  • If for any reason you are unhappy with your purchase, you MUST contact us within 14 days of receipt of goods to discuss prior to returning your item.
  • All items must be returned, at the buyer’s cost.
  • Items must be in as new condition, with all parts, and be in original packaging. Used or damaged items will not qualify for the money back guarantee.
  • If you are unhappy with the product due to a manufacturing fault, please claim under warranties or returns.
  • The money back guarantee is valid for 14 days only after receipt of goods. After this time, the goods will be deemed to be used and returns will not be accepted unless there is a manufacturing fault.
  • If you do not intend to use or open your purchase within the 14 day period, we recommend you still check your item/s to ensure products are complete and in working condition.
  • Returned goods will be subject to a restocking fee of 5% of the purchase price, unless otherwise negotiated.

When requesting money back, you can contact us via email or phone.

Please let us know the following information:  

Your name and email
The reasons for requesting money back
The order number
The date of purchase 

After Sale Support  

Should you have any queries or concerns regarding your purchase, please do not hesitate to contact us by email or phone. We will be more than happy to address any concerns.

Emails are generally answered within 24 hours.  

Complaints  

If you have a complaint, please let us know. We welcome any feedback so that we can improve our business and customer service. You can make a complaint by contacting us via email or phone.

When making a complaint, please let us know the following information:

Your name and email
A description of the problem
The order number

The date of purchase

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