index

Refund policy

Here is the fully paraphrased version, adapted for Candor Solar while preserving the important consumer-protection provisions and structure.

Refunds & Returns Policy

At Candor Solar, we want our customers to have confidence in every purchase. This Refunds & Returns Policy sets out the requirements and process for returning products, requesting refunds, and dealing with faulty, damaged, or incorrectly supplied items.

This policy is intended to operate in accordance with applicable South African consumer protection laws and regulations. Nothing in this policy is intended to remove or restrict any rights that you may have under applicable law.

1. Returns

Return Requirements

Generally, a product may be eligible for return where:

  • The return request is submitted within 30 days from the date of delivery.

  • The product has not been used or opened.

  • The product remains in its original packaging.

  • All applicable accessories, manuals, labels, components, and other original materials are included.

  • The product is returned in a condition that is reasonably suitable for resale.

Some products may be subject to additional return requirements. If you are uncertain whether a particular product qualifies for return, we recommend contacting Candor Solar before placing your order.

Products That May Be Excluded

Depending on the circumstances and applicable law, certain products may not qualify for a standard return. These may include:

  • Perishable goods

  • Products manufactured or configured specifically for a customer

  • Personalised products

  • Specially ordered items

  • Clearance or final-sale products

  • Products that have been installed, used, modified, dismantled, or damaged following delivery, where applicable

These exclusions do not affect any rights or remedies available to customers under South African consumer protection legislation.

2. How to Request a Return

If you would like to return a product:

  1. Contact Candor Solar using the contact details provided below.

  2. Provide your order number, details of the product, and the reason for requesting the return.

  3. We will assess the request and confirm whether the return can be accepted.

  4. If the return is approved, we will provide the applicable return instructions, including the approved return method and destination.

Please do not send a product back before receiving return instructions from Candor Solar.

Products returned without prior authorisation may experience delays or may not be accepted.

3. Return Shipping

Unless an item is faulty, damaged when delivered, incorrectly supplied, or the return is otherwise covered by applicable consumer protection legislation:

  • The customer may be responsible for the cost of returning the product.

  • We recommend using a reliable courier service that provides tracking.

  • Customers should keep their courier receipt or proof of shipment until the return has been completed.

  • Candor Solar cannot accept responsibility for products that are lost or damaged while being returned by the customer.

Where Candor Solar confirms that a product was supplied incorrectly, arrived damaged, or is defective, we will work with the customer to determine the appropriate return arrangements.

4. Return & Refund Summary

Item Details
Standard return period 30 days from delivery, subject to eligibility
Refund processing Generally within 10 business days after receipt, inspection, and approval
Standard restocking fee None, unless a deduction is permitted due to damage, missing items, or other applicable circumstances
Return method Courier or another method approved by Candor Solar
Return shipping Customer responsibility where applicable
Currency South African Rand (ZAR)

5. Refunds

Processing a Refund

Once a returned product has been received, Candor Solar will inspect it to determine whether it satisfies the applicable return requirements.

Following the inspection:

  • We will inform you whether the return has been approved or declined.

  • Approved refunds will generally be processed within 10 business days.

  • Refunds will normally be made using the original payment method.

  • The time it takes for the refunded amount to appear in your account may vary depending on your bank or payment provider.

6. Partial Refunds

Where permitted by law, a partial refund may be considered if a returned product:

  • Has been used beyond what would reasonably be required to inspect it

  • Has sustained damage after delivery

  • Is missing accessories, components, manuals, packaging, or other included items

  • Has been installed, altered, dismantled, or modified

  • Has been returned in a condition that reduces its resale value

Any applicable deduction will be determined based on the condition of the product and the requirements of applicable law.

7. Costs or Products That May Not Be Refundable

Where permitted by law, certain costs or products may not qualify for a refund, including:

  • Original delivery or shipping charges

  • Return shipping costs

  • Gift cards

  • Customised or personalised products

  • Special-order products

  • Clearance or final-sale products

These provisions do not affect any repair, replacement, refund, cancellation, or other remedy that a customer may be entitled to under applicable South African consumer protection legislation.

8. Faulty, Damaged or Incorrect Products

Please contact Candor Solar as soon as reasonably possible if you receive a product that:

  • Is defective or does not function correctly

  • Has been damaged during delivery

  • Is different from the product you ordered

  • Is missing important components

To help us assess the issue, we may request photographs, videos, product information, serial numbers, or other relevant details.

Where the issue is confirmed to be the responsibility of Candor Solar or the applicable supplier, we will work with you to determine and provide an appropriate remedy in accordance with applicable consumer protection requirements.

9. Delayed or Missing Refunds

If your refund has been approved but you have not yet received the funds:

  1. Check your bank or payment account again.

  2. Contact your bank or payment provider to determine whether the refund is still being processed.

  3. If the funds remain outstanding, contact Candor Solar so that we can assist with checking the refund status.

10. Exchanges

Candor Solar may offer an exchange where:

  • A product is confirmed to be defective

  • A product was damaged during delivery

  • The incorrect product was supplied

  • An exchange has otherwise been approved

Please contact us before returning an item if you would like to request an exchange.

All exchanges are subject to product availability. If the original product is no longer available, we may discuss an alternative remedy where applicable.

11. Solar Equipment and Installed Products

Solar equipment can have specific handling, installation, warranty, and technical requirements.

This may include:

  • Solar panels

  • Inverters

  • Batteries

  • Mounting equipment

  • Electrical equipment

  • Backup power equipment

  • Other solar and energy products

Products that have already been installed, connected, commissioned, modified, dismantled, or used may require additional technical assessment before a return, replacement, or refund can be considered.

Customers should contact Candor Solar before disconnecting, dismantling, or returning any installed solar or electrical equipment.

This helps protect both the customer and the equipment and ensures that the appropriate technical and warranty procedures can be followed.

12. Important Consumer Rights

Nothing in this Refunds & Returns Policy is intended to limit or exclude rights available to consumers under applicable South African consumer protection legislation.

Where a customer's statutory rights provide a remedy that differs from this policy, the applicable legal requirements will take precedence.

Contact Candor Solar

For questions relating to returns, refunds, exchanges, faulty products, or damaged deliveries, please contact us:

Candor Solar

Email: info@candorsolar.co.za

Address:
12 Akasia Ave
Centurion, GP 0046
South Africa

Business Hours:
Monday – Friday
08:00 AM – 05:00 PM

Send me the next policy, and I'll keep the same professional Candor Solar wording and formatting.