Refund policy

Return & Refund Policy

Last updated: April 27, 2026

At Ciwind Solar, we are committed to providing high-quality products and a fair, transparent returns process in accordance with the Consumer Protection Act (South Africa).

Business Information

Ciwind Solar is a registered South African company committed to delivering reliable solar energy solutions.

Company Name: Ciwind Solar
Registration Number: 2007/011935/07
VAT Number: 4880310653

Contact Details

Email: info@ciwindsolar.com
Phone: +27 076 688 8457

Operating Hours

Monday – Friday: 08:00 – 17:00
Closed on weekends and public holidays

1. Returns

Eligibility for Returns

You may request a return if:

The request is made within 30 days of delivery
The item is unused, unopened, and in original condition
The item is returned in its original packaging
All accessories, manuals, labels, and tags are included

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following items are not eligible for return:

Custom-made or personalised products
Special-order items
Clearance or final sale items
Gift cards
Any item that has been used, installed, or altered

Please review product descriptions for any specific return exclusions.

2. How to Request a Return

To initiate a return:

Email: info@ciwindsolar.com
Include your order number and reason for return
Wait for return approval and instructions

Returns sent without prior approval may be refused.

3. Return Shipping

Customers are responsible for return shipping costs
We will cover return shipping if the item is:
- Defective
- Damaged on arrival
- Incorrectly supplied

We recommend using a trackable and insured courier service, as we are not responsible for returns lost in transit.

4. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect:

Notify us within 48 hours of delivery
Provide clear photos and order details

We will arrange a replacement, repair, or full refund at no additional cost.

5. Return Summary

Return Window: 30 days from delivery
Processing Time: Up to 10 business days after return inspection
Restocking Fees: None (unless item is returned damaged or incomplete)
Return Method: Courier
Return Label: Provided only for faulty or incorrect items
Currency: South African Rand (ZAR)

6. Refunds

Refund Process

Once your return is received and inspected:

You will be notified of approval or rejection
Approved refunds are processed within 5–10 business days
Refunds are issued to the original payment method only

Please allow additional time for your bank or payment provider to process the refund.

Partial Refunds

Partial refunds may apply if:

The item is not in original condition
Items are missing parts or accessories
The product shows signs of use or damage not caused by us

Non-Refundable Costs

The following are non-refundable:

Original shipping fees (unless due to our error)
Return shipping costs (unless due to our error)

7. Late or Missing Refunds

If you have not received your refund:

Check your bank account again
Contact your bank or card provider

If still unresolved, contact us at:
info@ciwindsolar.com

8. Exchanges

We only replace items if they are:

Defective
Damaged
Incorrectly supplied

To request an exchange, contact:
info@ciwindsolar.com

9. Cancellations

Orders may be cancelled before dispatch
Once shipped, cancellations must follow the return process

10. Consumer Rights (South Africa)

Nothing in this policy limits your rights under the Consumer Protection Act (CPA), including your right to receive goods that are:

Of good quality
In working condition
As described

11. Contact Information

Business Information