After Sales T's & C's

NEXTERA ENERGY SOLUTIONS
AFTER SALES TERMS AND CONDITIONS

Table of Contents
INTRODUCTION
RMA PROCESS
SERVICE CHANNELS
FAILURE CATEGORIZATION AND WARRANTY CLASSIFICATION
12. OUT OF BOX (OOB) FAILURES
13. WARRANTY FAILURES
14. OUT OF WARRANTY FAILURES
PRODUCT REPAIR AND RETURN PROCESS
LOAN AND REPLACEMENT UNITS
BATTERY RETURNS
NON-LIKE-FOR-LIKE REPLACEMENTS
CONTACT INFORMATION
TERMS & CONDITIONS UPDATES

NEXTERA ENERGY SOLUTIONS AFTER SALES TERMS AND CONDITIONS
INTRODUCTION
1. At NEXTERA ENERGY SOLUTIONS, we are dedicated to providing high-quality products and
exceptional customer service. We recognize that there may be times when a product needs
to be returned for repair or replacement. Our After Sales Terms and Conditions outline the
process to ensure a smooth and efficient experience for you.

RMA PROCESS
2. To initiate a Return Merchandise Authorization (RMA), choose from the following
options:
2.1. Online: Visit our website and complete the RMA form.
2.2. WhatsApp: Send a message to our support line.
2.3. Phone: Call our support lines to speak with a representative.
2.4. Email: Send an email to our support team.
3. Once a case is logged, you will receive a case number and further instructions on how
to proceed with the return. No action will be taken without a case number. This includes
remote and onsite support.

SERVICE CHANNELS
4. In-House Repair Services: NEXTERA ENERGY SOLUTIONS warehouse has onsite
technical service centres for the repair and maintenance of NEXTERA ENERGY SOLUTIONS products, including inverters, batteries, smart meters, and other electrical and electronic devices.
5. Remote Assistance: Available via phone, WhatsApp, and email.
6. Onsite Assistance: Provided once other forms of assistance are exhausted. Scheduling
and fees will be communicated by an NEXTERA ENERGY SOLUTIONS service technician.
OPERATION HOURS
7. Technical Service Centres: Monday to Friday: 8:00 AM - 5:00 PM
8. Remote Assistance: Monday to Sunday: 8:00 AM - 5:00 PM
9. Onsite Assistance: Monday to Friday: 8:00 AM - 5:00 PM

RESPONSIBILITIES
10. Service Centres: Responsible for the repair and maintenance of products sold by
NEXTERA ENERGY SOLUTIONS, addressing issues and malfunctions covered under product warranties. Repairs or replacements are done according to warranty terms and conditions.
11. Limitation of Responsibility: Service centres are not responsible for installation issues,
external damages, misuse, or unauthorized modifications of the products.

FAILURE CATEGORIZATION AND WARRANTY CLASSIFICATION
12. Out of Box (OOB) Failures
Failures or defects observed immediately after the product is unboxed, indicating
manufacturing or quality control issues.
12.1. Physical damage
12.2. Non-functioning components
12.3. Missing parts or accessories
12.4. Power issues
12.5. Display/interface issues
13. Warranty Failures
Failures during the warranty period not due to misuse, accidents, or external factors.
13.1. Component malfunction
13.2. Software issues
13.3. Battery failures
13.4. Unexpected shutdowns/restarts
13.5. Connectivity issues
14. Out of Warranty Failures
Failures occurring after the warranty period or not covered by the warranty.
14.1. Wear and tear
14.2. Accidental damage
14.3. Unauthorized modifications
14.4. Exceeding operational parameters

PRODUCT REPAIR AND RETURN PROCESS
15. Receipt and Documentation: Log a case using support channels. A case number is
issued along with instructions. Return merchandise in original packaging to avoid damage. A
basic inspection will be done upon receipt.
16. Diagnosis: Full diagnosis determines if the unit will be repaired under warranty.
17. Repair: Technicians will repair or replace the unit, depending on the diagnosis.
18. Packaging and Return: The unit is returned in the same packaging with a detailed
service report. Customers are notified when the unit is ready for pickup.

LOAN AND REPLACEMENT UNITS
19. Loan Units: Provided at NEXTERA ENERGY SOLUTIONS’s discretion, merit, and availability, after assessment by a technician.
20. Replacement Units: Issued after assessment and approval. If a different replacement
unit is requested, the customer is liable for any price difference.

BATTERY RETURNS
21. First Year: Like-for-like replacement or 100% credit value.
22. After First Year: Depreciation applies annually. For batteries older than a year, a credit
note for the remaining value after depreciation will be issued. This credit note can only be
used to purchase a replacement unit.
23. For batteries with a warranty period between 5-10 years, the same credit value
depreciation applies. However, support and warranty services will continue up to the
specified warranty period provided by the manufacturer.

NON-LIKE-FOR-LIKE REPLACEMENTS
24. Customers pay the price difference.
25. Credit note issued for the faulty unit and a new sales invoice for the replacement.

CONTAINERISED ENERGY STORAGE (CES)
26. CES Products are Subject to Individual Warranty and Returns Conditions. The
following warranty periods apply:
26.1. Electrical: 1 year
26.2. OEM Products: specific to the product category and manufacturer
26.3. Construction: 1 year (referring to fitting & assembly)
26.4. Workmanship: 1 year (referring to labour)
26.5. Manufacturing: 1 Year (referring to the container itself and the DB Boards that
are manufactured by NextEra Energy Solutions)

GENERAL WARRANTY NOTES
27. This warranty may not apply if the defect or malfunction occurs due to any of the
following exclusionary conditions:
27.1. Products were installed by non-compliant installers.
27.2. Not following the operating and maintenance instructions, including those
contained specifically in the Handover Document (Containers).
27.3. Products were damaged due to misuse or unauthorized modifications.
27.4. Not adequately maintaining the product properly, whether or not specific
maintenance instructions were provided with the product.

27.5. Normal wear and tear, accidents, improper application, storage damage,
negligence, or modifications that don't meet NextEra Energy Solutions, Suppliers’ or
OEM specifications.
27.6. Circumstances specific to the buyer or subsequent owner that are beyond
NextEra Energy Solutions control.
27.7. The buyer or owner did not promptly report any product defect or issue to
NextEra Energy Solutions.
27.8. If a product is no longer available, NEXTERA ENERGY SOLUTIONS reserves the right to
offer a similar product of equivalent value or issue a prorated credit based on
the remaining warranty period.
27.9. In the event of Force Majeure.
27.10. Products eligible for return under warranty will either receive a like-for-like
replacement or will receive credit towards a replacement of their own
choosing depending on the product type and age.
27.11. If your product does not qualify under this policy, NEXTERA ENERGY SOLUTIONS will
provide a quote for out-of-warranty repairs. Customers will be notified of the
costs and may choose to have the product returned at their expense.
28. For further clarity on the warranty period, please refer to the NEXTERA ENERGY SOLUTIONS
Returns, Warranty, and Replacement Policy. This policy is subject to change.

CONTACT INFORMATION
29. For any RMA requests or inquiries, please contact:
29.1. Customer Service Email: support@nexteraenergy.africa
29.4. Address: NextEra Energy Solutions Warehouse

TERMS & CONDITIONS UPDATES
30. NEXTERA ENERGY SOLUTIONS reserves the right to update these After Sales Terms and
Conditions at any time. Customers will be notified of significant changes via our website.