Frequently Asked Questions

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FREQUENTLY ASKED QUESTIONS

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1. GETTING STARTED

Creating an online account at Mzansi Power is straightforward. Here’s how you can do it:

  1. Navigate to the Mzansi Power website.
  2. Locate the “Register” button, which can be found at both the top and bottom of the page depending on the device you are using, click on it.
  3. A pop-up will appear. Enter your email address and your preferred password.
  4. Scroll to the bottom of this pop-up and click on “Register Now.”
  5. Once registered, you can access your account by going to the “My Account” page, which is at the bottom of the website.
  6. From there, navigate to “Account Details” and “Addresses” to complete your information.

Alternatively, you can also create an account during the checkout process.

That’s it! You’re now ready to enjoy a seamless shopping experience with Mzansi Power.

Creating an online account at Mzansi Power offers several advantages. Not only does it allow for quicker checkouts, but it also provides you with access to exclusive promotions and offers. Please note that this account is specifically for online sales. For offline sales, a separate account will be established through our office.

Absolutely! We prioritize your privacy and security. All personal information is protected using advanced encryption methods to ensure it remains confidential. 

Certainly! If you’re unfamiliar with online shopping or need some guidance, you can:

Our Mzansi Power team is always ready to assist you throughout the process.

2.ORDERING

Online Purchases:

Ordering from Mzansi Power is straightforward. Simply:

  1. Browse our “Shop” page.
  2. Select the desired product and choose the quantity.
  3. Click ‘Add to Cart’.
  4. Once you’re ready, click ‘Checkout’.
  5. Follow the on-screen instructions to finalize your order.

Offline Purchases:

For offline orders, you have a few options:

  • Complete our online “Request a Quote” form. It’s quick, takes only about 34 seconds, and helps us gather accurate information about your needs.
  • Contact us directly via email at sales@mzansipower.co.za to request a quote.
  • Call us at 060 878 6887 to request a quote.


Once we receive your request, you’ll get a quotation and availability email. If you decide to proceed:

  • For pre-orders, a 30% deposit is required to secure the stock. The remaining 70% is payable before the item leaves the warehouse.
  • For in-stock items, full payment is required upfront.

Once you receive a tax invoice and a “Ready for Dispatch” email, you’ll know your order has been successful.

Once an order has been placed and payment has been made, it cannot be modified, reversed, or cancelled due to our rapid order processing system. We prioritize getting your order to you as quickly as possible, so please ensure all details are accurate before finalizing your purchase.

We apologize for the inconvenience. If you’re experiencing difficulties, please call us at 060 878 6887 or email us at sales@mzansipower.co.za. Our team will be more than happy to assist you with your order.

Online Purchases:

After completing your online order, you’ll be directed to a confirmation page displaying your order number. Additionally, an Order Confirmation email will be sent to the email address you provided. If you don’t receive this notification within 6 hours of making payment, please contact our customer support.

Offline Purchases:

Once you’ve accepted the quotation and made the necessary payments, you’ll receive a tax invoice via email. If you don’t receive the tax invoice email within 24-72 hours of making payment, please contact our customer support.

Absolutely! For general sales inquiries, you can reach out to us directly at 060 878 6887. If you have technical questions or need specialized assistance, please request our office to have a technical sales consultant contact you. Sometimes our technical consultants might be on another call or out attending to a client, but rest assured, we prioritize getting back to you. We’re here to help and to ensure you make the best choice for your needs.

3.PROCESSING

In-Stock Items:

  • If you order a product labeled “In-Stock”, it will be processed and dispatched within 1-3 business days.
  • Orders placed after 10 a.m. are processed the next business day.
  • If you place an order after 10 a.m. on a Friday, it will be processed the following Monday.

Pre-Order Items:

  • For products not labeled “In-Stock”, they will be processed and dispatched within 1-5 business days of the “Estimated Delivery Date” shown on the product page.
  • All processing times exclude weekends and public holidays.
  • After your order has been processed and is ready for dispatch, you’ll receive notifications via email.

For a detailed breakdown of our delivery policies and procedures, please visit our deliveries page.

Online Orders:

  • If you’ve ordered a mix of “In-Stock” and “Pre-Order” items, your order will be shipped once all items are available.
  • If you’d like to receive the “In-Stock” items sooner, we can arrange separate shipments. However, please note that additional shipping costs may apply.

Offline Orders:

  • For offline orders, items will be shipped based on the terms specified in the quote provided. If the quote specifies a single trip, all items will be delivered together, regardless of their stock status.

Online Purchases:

Once your order has been processed, you will receive a WhatsApp or Email confirmation containing your order details and a tracking number. 

Offline Purchases:

After your order has been processed and is ready for dispatch, you will receive an email confirmation. Please check your inbox (and spam/junk folder) for this notification. If you don’t receive the email within a reasonable timeframe, please contact our customer support.

In-Stock Items:

Orders placed after 10 a.m. on Fridays will be processed the following Monday, excluding public holidays.

Pre-Ordered Items:

The processing time might vary depending on the estimated delivery date provided for the specific item. If you’ve placed an order for a pre-ordered item after 10 a.m. on a Friday, the initial processing will begin the following Monday. However, the final dispatch will be based on the item’s estimated delivery date.

We strive to process all orders as quickly as possible. However, our standard processing times apply to ensure quality and accuracy. If you have a specific requirement or deadline, please contact our customer support for assistance.

4.SHIPPING

We offer several delivery methods to cater to your needs:

  • Free Delivery: Delivery within 2-5 business days after receiving the ready for dispatch notification. An additional day is required for outlying areas. Applicable for items tagged for free delivery or with a valid voucher/coupon.
  • Standard Delivery: Delivery within 2-5 business days after receiving the ready for dispatch notification. An additional day is required for outlying areas.
  • Express Delivery: Delivery within 1-3 business days after receiving the ready for dispatch notification. An additional day is required for outlying areas.
  • Curtain-Side Truck Delivery: Delivery within 1-5 business days. Suitable for large, bulky items. Customers handle offloading.
  • Crane Truck Delivery: Delivery within 2-5 business days. For large items where we manage offloading. Special requirements may apply.
  • Collections: Arrange for pick-up at our designated locations.

For more details, visit our deliveries page.

Yes, Mzansi Power offers free delivery for items specifically tagged for free delivery or when a valid free delivery voucher/coupon is applied. For items not eligible for free delivery, standard delivery rates apply.

Small Items:

We ship all small items via The Courier Guy. After your order has been processed for delivery, you will receive a WhatsApp notification containing your tracking number. You can then visit the Tracking Page and enter your tracking (waybill) number to view the current status of your parcel.

Large Items:

Bulky items are shipped using specialized delivery methods such as Curtain-Side Truck Delivery or Crane Truck Delivery. Once your large item is ready for dispatch, you will receive an email confirmation with the necessary details. For tracking and specific delivery details, please contact our customer support.

While we always aim for timely deliveries, there are several factors that might cause delays:

  • Unforeseen Circumstances: Natural disasters, holidays, weather conditions, customs hold-ups, load shedding, strikes, and carrier-related issues might cause delays. While these primarily fall under the carrier’s responsibility, we will always assist in any necessary investigations.
  • Delivery Origin: We source products from various manufacturers and importers across South Africa. The specific location depends on the product, with some items being shipped directly from the manufacturers and/or importers. This can influence the delivery timeline.

We appreciate your understanding and patience. While we do not guarantee exact delivery dates, rest assured that we are committed to ensuring your order reaches you as soon as possible. If you have any concerns or queries related to deliveries, please reach out to us at admin@mzansipower.co.za.

5.COLLECTIONS

Yes, you can! However, prior arrangement is essential. Collections can be made from a designated warehouse or factory, depending on where the specific item is warehoused. Please note that the exact location for collection will be communicated to you once arrangements have been made.

No, there are no additional fees for choosing the collection option. However, please ensure you arrange the collection with us beforehand to ensure your order is ready for pickup. It’s important to note that for certain items, like generators above 500kVA, a special crane is required to load the generator onto your truck. Please confirm any associated costs for large items with your sales consultant.

Online Purchases:

After your order has been processed, you will receive a WhatsApp or Email confirmation containing your order details. This will indicate that your order is ready for collection.

Offline Purchases:

Once your order is prepared and ready for collection, you will receive an email confirmation. Please check your inbox (and spam/junk folder) for this notification. If you don’t receive the email within a reasonable timeframe, please contact our customer support.

Small Items:

  • A copy of the invoice and/or order confirmation email.

Large Items:

  • A copy of the confirmation email.
  • Ratchet straps rated for the weight/dimension of the item.
  • Ensure the vehicle has adequate tie-down points.
  • The vehicle must be large enough to accommodate the item.

We will hold your order for up to 7 days from the notification date. If you’re unable to collect within this period, please contact us to make alternative arrangements.

6.PAYMENTS

We offer a variety of payment options for your convenience. These include:

Items Below R100,000

  • Debit & Credit Cards
  • Direct Bank Transfer
  • PayJustNow
  • Payflex

Items Above R100,000

  • Direct Bank Transfer

If your desired payment method is not listed, please contact us, and we’ll assist you further.

Absolutely. Your security is paramount to us. We utilize payment gateways that invest millions in ensuring the highest level of security and encryption protocols. These gateways are designed to protect your personal and financial information from any breaches. You can shop with confidence, knowing that your data is safeguarded with industry-leading security measures.

Yes, you can pay upon collection for certain items. However, this option is not available for items valued above R5000. Payment upon collection is only possible with prior arrangements.

No, there are no hidden fees or charges. The total amount you see at checkout is what you pay. However, please note that some banks might charge you for using certain payment methods or for international transactions.

If you encounter any issues during the payment process, please contact our customer support at admin@mzansipower.co.za. We’ll be happy to assist you and ensure a smooth transaction.

7. PRODUCT QUALITY

At Mzansi Power, we take pride in the quality of the products we supply. Each item undergoes rigorous quality checks before it’s made available for purchase. We source our products from trusted manufacturers who adhere to high-quality standards, ensuring that you receive a product that meets or exceeds your expectations.

While there might be similar products available at a lower price in the market, it’s essential to be cautious. The industry is currently experiencing an exceptionally high level of scams. Products that seem too good to be true in terms of pricing might be stolen, of inferior quality, or in most cases might not even be delivered after purchase. At Mzansi Power, we prioritize the quality and authenticity of the products we offer, ensuring that our customers receive quality items. We advise all customers to be wary of unusually low prices and always research the credibility of the seller before making a purchase.

We make every effort to ensure that product images on our website are as accurate as possible. However, due to factors like lighting, monitor settings, and screen resolutions, there might be slight variations. Rest assured, our products are of high quality, and we aim to provide a true-to-life representation through our images.

We value feedback from our customers. If you have any concerns or suggestions regarding the quality of our products, please contact our customer service team. We continually strive to improve and ensure that our products meet the highest standards.

8. TRUST & SAFETY

At Mzansi Power, we prioritize the security and privacy of our customers. Our website employs advanced encryption techniques and security measures to ensure that your personal and financial information remains safe and protected. We never sell or share your data with third parties for marketing purposes.

We understand your concerns. Mzansi Power was founded by Evert Janse van Rensburg. You can check out Evert’s profiles on Facebook and Instagram to learn more about him. Our commitment to transparency and customer service is unwavering. If you have any reservations, we’re open to meeting with you in person. We can also provide referrals from companies we’ve worked with in the past. Additionally, we’re more than willing to share our CIPC documentation and other relevant documents to demonstrate our legitimacy. Our primary goal is to ensure you feel confident and secure when doing business with us.

We are committed to transparency and authenticity. From detailed product descriptions to customer reviews and easy access to our customer service team, we aim to provide all the information you need to make an informed decision. 

We’ve partnered with leading payment gateways that prioritize transaction security. These gateways utilize advanced encryption methods to safeguard your payment details. Furthermore, Mzansi Power does not store your credit card information, adding another layer of security. 

Absolutely! We value open communication with our customers. If you have any concerns or questions, please reach out to our customer service team. We’re here to assist and provide any information you might need.

9.RETURNS & REFUNDS

To initiate a return or exchange for your purchase, follow these steps:

  1. Ensure that your item is eligible for return. You have 7 days from the date of purchase to request a return or exchange. Remember, returns or exchanges will not be accepted after this 7-day period. The item must be unused, in its original condition, and include all original packaging and manuals. Some items, such as those on sale, pre-ordered items, generators, solar equipment, items priced above R5,000, and second-hand items, are non-returnable.
  2. Click on the “Log a Return” button on our returns page.
  3. Fill out the required form with all the necessary details about your purchase and the reason for the return or exchange.
  4. Once you’ve submitted the form, wait for further instructions from our team. They will guide you through the next steps of the process.
  5. If your return is approved, ensure you pack the item securely and include all original packaging and manuals.
  6. You will be responsible for all transport costs related to the return and exchanges. If you’d like Mzansi Power to handle the return transport, the cost will be deducted from your refund or billed to you. For items valued over R2,000, it’s recommended to use a trackable shipping service or purchase shipping insurance to ensure the safe return of your item.
  7. After we receive and inspect the returned item, you will be notified via email about the approval or rejection of your refund or exchange.

For more details, please refer to our return policy.

Once we receive and inspect the returned item, we’ll notify you about the approval or rejection of your refund via email. If approved, your refund will be processed and credited to your original payment method within a few days.

If you haven’t seen your refund within 5 working days of approval, first check with your bank. If they have no record of the refund, please contact us at admin@mzansipower.co.za, and we’ll assist you further.

Yes, there are certain items that can’t be returned:

  • Items purchased on sale.
  • Pre-ordered or specially ordered items.
  • Generators and solar equipment.
  • Any item priced above R5,000.
  • Items sold as second-hand.

For a comprehensive list and more details, please refer to our return policy.

Items returned to Mzansi Power are subject to a 15% handling fee. Additionally, you’ll be responsible for all delivery costs related to the return. If you’d like us to handle the return delivery, the cost will be deducted from your refund. For high-value items (over R2000), we recommend using a trackable delivery service or purchasing delivery insurance.

10.WARANTIES & REPAIRS

Specific warranty details for each product are displayed on their respective product pages. Always check there to understand the warranty coverage and duration for the item you’re interested in.

While specifics can vary, our warranties typically cover manufacturing defects and parts. However, it’s essential to refer to the product page or the warranty documentation provided with your purchase for detailed information.

If your product encounters issues after its warranty period, please contact us. We’ll guide you on the best steps for repair or provide other potential solutions, even if it’s outside the warranty.

Some common exclusions might include damage from improper handling, accidents, or regular wear and tear. However, for specific exclusions related to a product, always refer to the warranty details on the product page.

If you believe your product is defective, please initiate an exchange request on our website using the “Log a Return” button. Provide details about the defect, and we’ll review your request. If the defect is confirmed, we’ll guide you through the repair or replacement process. Remember, exchanges are handled on a case-by-case basis, especially for non-refundable items. For more information, please refer to our return policy.

We always aim to replace your product with the same model. However, if it’s not available, we’ll provide an item of equal value or a similar style. Always check the specific warranty details on the product page for more information.

11. CUSTOMER SUPPORT & FEEDBACK

You can reach Mzansi Power’s customer support by emailing us at admin@mzansipower.co.za or by calling us at 060 878 6887. For technical support, please contact 072 347 3187. We’re here to assist you with any queries or concerns you might have. Your satisfaction is our priority!

We value your feedback! If you have comments, suggestions, or insights about a product or service, please email us at admin@mzansipower.co.za. Your input helps us improve and serve you better.

We’re sorry to hear that. If you’re not satisfied with the service you received, please escalate your complaint by emailing Evert directly at evert@mzansipower.co.za. We encourage you to reach out to us before leaving any reviews, as we’re committed to resolving any issues to your satisfaction.

We aim to respond to all queries and feedback as swiftly as possible. Typically, you can expect a response within 24 hours. However, during peak times or holidays, it might take a bit longer.

We’re always eager to hear from our customers! If you have a suggestion for a new product or feature, please email us at admin@mzansipower.co.za. Your insights help shape our offerings and services.

12. ACCOUNT & TECHNICAL

If you’ve forgotten your password, click on the “Forgot Password” link on the login page. Enter your registered email address, and we’ll send you a link to reset your password.

After logging into your account, navigate to the “My Account” section. Here, you can update your personal details, shipping address, and other preferences.

We apologize for the inconvenience. If you’re experiencing difficulties, please call us at 060 878 6887 or email us at sales@mzansipower.co.za. Our team will be more than happy to assist you.

13.PROMOTIONS & DISCOUNTS

The best way to stay updated on our latest promotions and discounts is by subscribing to our newsletter and following us on our social media channels. We regularly announce special deals and exclusive offers there.

Once you’ve added items to your cart and are ready to check out, you’ll find an option to enter your discount code. Input the code and click ‘Apply’. The discount will be automatically deducted from your total amount. Remember, only one discount code can be used per order.

Ensure you’ve entered the code correctly without any spaces. If it’s still not working, the code might have expired, or there might be specific terms and conditions attached to its use. If you believe there’s an error, please contact our customer support for assistance.

No, only one discount code can be applied to a single order. If you have multiple codes, you’ll need to decide which one offers the best savings for that particular purchase.

Not always. Some promotions and discounts might be specific to certain products or categories. Always check the terms and conditions of any promotional offer to see which items are included. If a specific product is on sale or has a discount, it will usually be clearly marked on the product page.

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