The Company
Where is ToughStuff based?
ToughStuff has regional offices in London, Hong Kong, Nairobi, Lagos and Johannesburg. In addition we have country offices in Madagascar, Ethiopia, Uganda, Tanzania, Rwanda and Ghana. We also work in other countries through commercial and NGO partners.
Where are ToughStuff's products made?
ToughStuff solar-cells are made in the USA. Our products are assembled in China and follow strict EU and other international standards. We feel so confident about the quality and toughness of our products that we offer a 12 month warranty. Our products are as tough as our name implies.
Why aren't the products manufactured in Africa?
ToughStuff currently manufactures its products in China in order to make the products affordable, maintain high quality standards and ensure efficient shipping to all countries around the world.
As a 'social' company, does ToughStuff receive special taxation benefits? Is it ruled by specific regulations?
Although ToughStuff has social and environmental aims, it was formed as a private company with an entrepreneurial attitude. As such ToughStuff is not eligible for any specific tax regulation advantages.
One of ToughStuff's goals is the reduction of poverty. How do ToughStuff products save people money?
When customers buy a set of ToughStuff products it is estimated they could save around $98 USD per year as a result of no longer having to buy kerosene (for lanterns), batteries (for radios) or pay for phone charging. Customers also benefit from increased productivity when they use ToughStuff products. The lamps allow people to work after dark and the mobile phone chargers mean people no longer have to travel so far to charge their mobile phones.
Why does ToughStuff charge for its products rather than giving them away?
There are three reasons that ToughStuff charges for its products. The first is to create jobs for local entrepreneurs by selling or renting out products. The second reason is that charging for products creates a sustainable business that can serve the most customers over the long-term. The third reason is that people appreciate having a choice and value products that they have paid for.
How long on average, does it take for users to make back the costs of a ToughStuff kit in the cost savings made from using the products?
This will vary for every user depending on local prices of ToughStuff products and their previous consumption of kerosene, batteries and mobile phone charging. From experience, we estimate that on average it takes just 3 months in most African countries.
How many customers can each Solar Village Entrepreneur (SVE) serve?
There is no minimum or maximum for the amount of customers an SVE can serve; this will depend on many factors including whether they work part or full time as SVEs.
How do ToughStuff's partnerships with NGOs and community workers/village entrepreneurs function?
ToughStuff works with a whole range of partners. The partnership strategy depends on the individual partner organisation. Typically, the partner organization will buy stock from ToughStuff (or ToughStuff commercial partners) that they will sell, or provide on credit, to community workers/ village entrepreneurs. Community workers/ village entrepreneurs will sell products on at a margin, rent products out for a small price, or rent products out as part of a ‘rent-to-buy’ model.
Relationship of sunlight and performance ToughStuff products
Whenever a customer is told that he needs to charge the product for a "full day, what exactly do we mean with a ‘full day charge'? Assuming unbroken cloud what does the lamp need to charge fully?
The phrase ‘a full day’s charge’ is our wording to make technical specifications more comprehensible. The technical answer is that the current lamp battery capacity is 1300mAh and the solar panel provides 0.175 amps (as an average under good lighting conditions). The lamp therefore needs 1300 battery/0.175 of panel = 7.4 hours to fully charge (but a bit longer due to internal losses) which equals a full day in the sun. Using a 1.5w panel, this time would be reduced to 4.9 hours.
Sunlight however consists out of different types of radiation, which can be captured by the solar panel and results in power. Radiation is not the only light you see, as some is invisible to the eye. Clouds or haze can block most radiation completely when they are thick (note that it can still leave plenty of light for us to see). In that case the voltage produced by the solar panel might drop to a level below where charging can no longer take place at all. A bigger panel won’t make any difference then.
There are however some factors which make a great difference for the output of the panel!
The output of the solar panel is massively dependent on:
1. Angle towards the sun. Really, this makes a huge, huge difference. The more often you adjust the panel to face the sun head-on, the faster the products charge.
2. Solar radiation itself, which varies by:
a. Altitude (less atmospheric absorption)
b. Latitude closer the equator = higher radiation)
c. Season (tilt of the earth’s axis): depending on the season the sun provides highest radiation north, south or on the equator.
3. Time of day: early mornings and late afternoons contribute very little towards charging.
4. Clouds/haze absorb radiation and therefore prolong charging time (or prevent it altogether, since if voltage drops below 4.2v the lamp won’t charge at all).
What to do when it is cloudy?
1. We designed the lamp to run 5-6 hours on a full day’s of sunshine. In Madagascar and Kenya people use the lamp on average 3-4 hours a night. Hence, by taking into account user-patterns we’ve actually designed over-capacity into the product so that with some clouds during the day it still achieves the minimum users’ expectations.
2. This is a solar product: no sun, no light. If people charge the lamp under cloudy or hazy conditions and are disappointed, then this is as much an issue of expectations as it is of product performance. To maximise charging under cloudy conditions, please do the following:
o Face the panel 90 degrees to the sun and adjust a few times during the day. The importance of this cannot be sufficiently stressed enough; it really makes hours and hours of difference in burn-time, but we are very poor at communicating this.
o Clouds or haziness affect burn-time. There is little you can do about this besides adjusting his expectations or use the lamp on setting 3 instead of 4. One option though is to buy an extra PowerPack, and have that available to boost your lamp’s performance on cloudy days.
My country is known for having limited hours of sunshine, do I have other options besides improving the education to our customers?
Yes you can order the 1.5w panel. Another option is to buy an extra panel and PowerPack, which you can use to boost other products’ performance. If you have the misfortune of living in less-than-sunny areas, then you also have the option of buying 2 kits: charge each one for 2 days and use them alternately.
Will my solar products work even if it is not sunny?
ToughStuff products are designed to work when the sun is out. The solar panel will work in low light conditions but will charge more slowly than in bright, direct sunlight and thus might have a shorter burn-time.
General Product
How can you tell when the products are charged or how much life they have left?
A green indicator LED lights up to show the product is connected to a functioning power source (ToughStuff solar panel or Power Pack). A product is fully charged if it's been correctly charged for a full day in bright tropical sunlight.
Are the products waterproof?
The solar panel is waterproof. The other products are water-resistant but not waterproof - keep them dry.
How many years do the products last?
ToughStuff's solar panel and connectors will last up to 5 years. The LED lamp and rechargeable battery power pack have batteries inside that will gradually wear down, just like a mobile phone battery. After 500 cycles, usually 2 years, the batteries will still retain 60% of their original capacity. These batteries are replaceable with ToughStuff batteries only.
How tough is ToughStuff?
ToughStuff relentlessly tests our products with very low-income families. Our research and their feedback has determined that 1 watt is the ideal size to minimize costs and solve people’s needs. The 1 watt panel will charge most cheap African cell phones. It will also fully charge our LED lamp. A fully charged lamp provides ambient (low) light for up to 30 hours and lighting bright enough to read by 5-6 hours! Additionally, because our products feature thin-film technology, they perform better in less-than-perfect lighting than other types of PV.
Is a warranty provided?
Yes, all ToughStuff products come with a 12 month warranty. If you think there is a fault with your ToughStuff product within the first year of purchase please take it back to the person or place that you bought it from, along with the warranty (proof of purchase) card. They will be able to explain the process for returning and replacing faulty products.
Do you supply an instruction manual for users?
Instructions for using the products can be found on the back of the packaging of the solar panel, battery pack and LED lamp. The instructions on the back of the solar panel and battery pack packaging should also be used to understand usage of mobile phone connectors and radio connectors (since they will be used in together with either a solar panel or battery pack).
What does ToughStuff do with old ToughStuff products?
Since ToughStuff only began trading in 2009, ToughStuff has not yet needed to address this issue. However, we are currently developing a process to meet this need as it arises.
Panel
Amorphous silicon is said to degrade over its first 5-6 months and then stabilize, such that the power output you get after 5-6 months is less than at the beginning.
What have we done to prevent this degradation? Or have we simply rated the panels in such a way that it accounts for unavoidable degradation that happens?
Yes, that is correct. For that reason the panel is slightly over-powered when produced, so that when it settles it conforms to the specifications. Such degradation is normal and cannot be prevented. The only way to deal with it is as we do.
How do I use the solar panel?
To use the solar panel, remove the packaging or plastic covering. Aim the side of the solar panel with the blue stripes and ToughStuff logo, towards the sun. Connect the panel to whichever ToughStuff product you wish to charge/power. Remember it is important to always keep the panel in direct sunlight when charging, which means also moving the panel as the sun moves during the day and keeping it out of any shade.
Is it ok to charge ToughStuff products with two 1.5W panels?
Yes, but you will require a splitter cable.
Is it ok to charge the ToughStuff products with one 1.5W and one 1W at the same time?
Yes, but you will require a splitter cable.
Will grid gives the same result as charging by solar? For example, is there a risk that if we charge by grid it may last 4 hours, but if we charge 2 days in the sun it might only last 2 hours?
Burn-time is largely independent of method of charging (except by a solar panel on cloudy days).
Do you sell a bigger solar panel?
ToughStuff currently sells 1 watt and 1.5 watt panels but we are always developing new products.
Light
What exactly is lumen degradation?
It’s the natural process of LEDs progressively giving out less light as they age. This happens to all LEDs, but rather faster with low quality LEDs. ToughStuff uses high quality LEDs that maintain over 95% of original output after 2000 hours or more.
How waterproof is the lamp?
The lamp is certified to IP47. This means it can’t withstand heavy rain but will survive some some splashing etc. If you have no dry place to protect your lamp, put it inside a plastic bag.
Can we not use a different material behind the LEDs to make the light brighter?
The LEDs we use have only a very small percentage of backward radiation: a reflective cover would add only a tiny bit more forward light. The extra light output would be very little, and not justify the cost of reflective material.
In what kind of ways has the Superbright light been improved?
It has:
a) More than 40 lumen of brightness at the brightest level;
b) Additional over-discharge protection circuit is installed (battery life-time is prolonged because of this protection)
c) Capacity of the batteries used is higher.
Can I use my lamp straight from the packet?
No you must ensure you fully charge the lamp prior to your first use.
How long does it take to charge the lamp?
This generally depends on how sunny it is. However, before using the lamp for the first time it should always be charged for 2 days with the solar panel in the sun. If the lamp is used before its battery is fully charged, it might shorten the life of the battery. When the green indicator light on the lamp is flashing, the lamp is connected to a functioning power source and is charging.
How long does the LED lamp last?
There are 4 brightness settings. The lamp will last for between 4 hours on the brightest setting, and up to 30 hours on the lowest setting.
Are lamp and the battery pack protected from overcharging?
The lamp and battery power pack have charge controllers that protect the rechargeable batteries inside from overcharging.
Can you charge the lamp directly with the solar panel, or do you have to have the battery pack?
You can charge the lamp directly, as it has a chargeable battery included. In most cases people choose the solar panel and rechargeable lamp as the entry set. It is not necessary to purchase the battery pack at the same time, which is mainly used to charge mobile phones at night or play radios during the evening when the sun has set.
How long does the lamp shine for?
Depending on the intensity setting, the lamp will last between 4-5 hours on the brightest setting and 30 hours on the lowest setting, when fully charged.
How do you know when the lamp is going to go out?
The lamp becomes gradually dimmer, it does not go off at once.
How long will the lamp remain charged up if it left unused (so that it can be used in an emergency)?
The lamps contain 50% charge when they are manufactured. To avoid problems, please charge at least once every quarter.
Phone charging
Today we are in Eastern Uganda and we had a road show…one of the complaints I heard regularly was that the power pack is draining phones batteries…I enquired on the model of phone and this is the ZTE. ZTE is a very common phone in UG due to its low price entry level
Sucking power out of a phone is a physical impossibility as the circuitry includes a diode, which is like a one-way valve for electrons: they can only flow in one direction (so not backwards into the power pack). It might be that this phone has its own issues, whereby its circuitry only accepts power of certain characteristics. If it doesn’t get that, it tries to adjust or whatever, which consumes more power.
What do I do when my phone is not charging?
In this case you should check the following things:
1) Can the phone charge with the grid?
If the answer is no you should seek replacement for your phone.
2) Is the phone not completely empty?
If the answer is no please make sure you first give it a little bit of a charge with the grid before charging it with a ToughStuff product.
3) Do you have the right connector for the phone?
If the answer is no, note that you can also buy a universal charger with which, can charge almost any phone’s battery.
4) Check the type of phone and check the following:
a. Is it a smartphone? (If yes, please note that our product in several cases cannot charge such a device because our products do not provide sufficient power).
b. Has the phone been listed on the phone testing sheet below? (If yes please note that by our records the phone should charge and check if you are using the panel/power pack correctly. For this you can use the section of this document which explains the relationship between sunshine and performance of our products).
c. Are you using our products correctly? Please note that you can also buy a universal charger with which, can charge almost any phone’s battery.
Is there an instruction manual on how to use the universal charger?
Yes there is an instruction manual available in the packaging.
Why do certain phones not charge with our panel?
Each phone is different and got its own unique charging circuitry. There are some phone which only allow a very restricted input voltage for the battery to be charged. Since the voltage of the solar panel can fluctuate for some phones it either exceeds or is beneath the required voltage that particular phone. In case a phone does not charge the following things can happen:
1) Some phones will therefore give a ‘bad charger connection’ signal
2) Others will indicate the phone is charging while in fact this is not the case
3) Finally some of the phones will not even indicate it is charging. In such cases you can always buy our universal charger which charges all mobile phone batteries.
How come the universal can charge phones which cannot be charged with our current connectors?
The universal charger avoids the internal charging circuitry of the phone because it is using its own charging circuitry to directly charge the battery of the phone.
Do you charge all phones?
No! We don’t charge all phones (particularly very large phones or some smart phones). To find out whether our products will charge your phone first check that your phone is compatible with the range of connectors we have. We currently have 7 different kinds of mobile phone connectors: Nokia 2mm, Micro USB, Mini USB 5pt, Mini USB 8pt, LG-1, Motorola 3.2mm and Samsung. Secondly check that your phone can be charged from our solar panel or battery pack. The easiest way to do this is to refer to our list of phones that we have tested (See Mobile phone testing sheet attached) or test it in the shop.
Are the phone connectors for specific makes and models?
We supply 7 different phone connectors that connect from our solar panel & power pack directly to a phone. The connectors can charge well-known brands including most Nokia, Motorola, and Samsung. ToughStuff connectors are able to charge most phones currently available in developing countries. Due to the power requirements and internal workings of different phones however, ToughStuff is unable to charge some advanced smart phones or large phones.
Can I charge a lamp and a mobile phone in the same day?
You can charge multiple products in the same day but not at the same time, however if you do charge more than one product in a day, none of them will be fully charged as each product needs at least a full day's charge in bright tropical sunlight. Some people buy multiple solar panels so they can charge different products at the same time.
When should I charge my phone?
You should charge your phone BEFORE the battery runs out completely. When the phone batter is completely exhaustedit will require a large surge of energy to start the phone charging; sometimes the solar panel or the battery powerpack cannot provide the energy surge needed.
What happens if my phone battery does die completely?
Try charging as usual with the solar panel or battery powerpack. If this does not work, you may need to charge it for a little while from grid electricity to get a larger surge of charge. Once the battery has been a charged a little (one bar of energy) you should be able to resume charging from the solar panel or battery powerpack as usual.
Does charging my phone using a Solar Panel or Battery Pack damage it so that I can no longer charge it from the grid?
No, that is impossible.
How does the Universal Charger work?
You need to remove the battery from your mobile phone and insert this under the charger clip, connect the two metal prongs under the clip to the metal strips on the phone battery. Adjust the prong positions by moving the plastic clips. Then connect the universal charger to the ToughStuff solar panel or Power pack and charge for a full day.
What devices does the Universal Charger charge?
The Universal charger charges most phone types without the need of having specific phone chargers for your particular model.
Can I use my phone when charging with the Universal Charger?
No, as the battery has to be removed to charge, you will be unable to use your phone while it is charging. However, the universal charger is the fastest way to charge your battery.
Battery Powerpack
Can I charge the PowerPack and something else at the same time? (Since the PowerPack has both an input and output jack)
Yes, you can charge and use the PowerPack at the same time, but if you attach it to a radio on full volume for instance you might still (slowly) drain the PowerPack if the radio draws more than the solar panel delivers.
What is the green charging indicator?
Please note that it shows the product is connected to a functioning power source.
How long does the battery pack last?
It depends on the product it is connected to and for how long. Generally, it provides between 6 and 10 hours of continuous use. Note that in radios, power consumption is directly related to volume. The higher the volume, the shorter the run-time.
What kind of battery is used in your rechargeable battery?
ToughStuff uses Nickel Metal Hydride in its rechargeable batteries, which are better for the environment.
Does it hurt the battery pack to charge it for too long?
No. The battery pack cannot be overcharged.
Radio Connectors
Do the radio connectors replace any batteries in radios and other small appliances?
Radio Connectors are sized to match D-cells (most radios in Africa take D-cells). Appliances that take smaller size batteries won’t fit. Other small appliances that use up to 4 D-Cell batteries can also be powered using ToughStuff radio connectors. However not every applicance will be able to be powered by ToughStuff's solar panels and battery packs; some appliances require too much energy to be powered by them, or the cable cannot be connected to the unit.
Can I power other things with the radio connectors?
Yes. The radio connectors are compatible with any appliance that is powered by between 1 and 4 D‐Cell batteries. However, not every appliance will be able to be powered by ToughStuff’s solar panels and battery packs; some appliances require too much energy to be powered by them.
Do the radio connectors store power?
No. The radio connectors are not actual batteries and so don't store charge. They must be connected to the solar panel or battery powerpack to power the radio.
Can I use the radio connectors together with regular batteries in the same appliance? No, a full set of radio connectors must be used to complete the electrical circuit: 1 active radio connector (red) must be used with 1 to3 passive radio connectors (blue) to fill the battery space.
Are the ‘D-cell’ radio connectors actually batteries?
No, the radio connectors are not batteries because they don’t store any charge. They must be connected to the battery pack or solar panel to power the radio.
You currently only sell ‘D-cell’ radio connectors, have you ever thought to manufacture radio connectors in different sizes?
The ‘D-cell’ size connectors are the most commonly used in Africa, which is why we currently sell connectors in this size. We may consider developing connectors in different sizes in the future.
What happens if my radio connectors keep popping out of the back of the radio?
This sometimes happen with certain radios. ToughStuff does sell radios with specially altered backs that allow the back of the radio to be closed as usual, but with a hole through which the wire can be connected to the Active connector. However, we realize that if people already own a radio, they will want to continue using this. We have found that putting a folded piece of paper down the side of the connectors wedges them in so that they no longer pop out.
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