REFUND POLICY
Effective November 25, 2025

At Glidex Solar, your satisfaction is important to us. If for any reason you are not completely satisfied with your purchase, we offer returns, exchanges, or refunds under the terms outlined below, in compliance with South Africa’s Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and other applicable laws. We aim to process legitimate returns fairly while preventing abuse of our policy.

Personal information provided during returns (e.g., contact details, bank information) is handled securely in accordance with our Privacy Policy and the Protection of Personal Information Act 4 of 2013 (POPIA).

1. Return Eligibility

• Items must be returned within 30 days from the original purchase date for non-defective returns.

• For defective or unsuitable goods, returns are accepted within 6 months under the CPA’s implied warranty of quality (Section 56), subject to inspection.

• Items must be in their original condition where possible. For defective goods, reasonable use or assembly does not invalidate your rights under the CPA.

• All original packaging, parts, and accessories must be included.

• The order number must be clearly marked on the package. Please avoid writing or placing tape and stickers directly on the original product packaging.

• For online purchases, you may return unused goods within 7 days of delivery without reason (cooling-off period under ECTA Section 44), provided they are in original packaging intact and unused.

To prevent abuse, we may require proof of purchase (e.g., invoice or receipt) and photographic evidence of the item’s condition before authorizing a return. Repeated or suspicious returns may be reviewed and limited at our discretion.

2. Return Process

1. Contact Us
   Email our support team at info@glidexsolar.com to log your return request. Provide details such as order number, reason for return, and any supporting evidence (e.g., photos for defects).

2. Return Authorization
   Our team will review your request and provide a return reference number and instructions within 2 business days. We may request additional information to verify the claim and prevent fraudulent returns.

3. Shipping

   • The customer is responsible for arranging and paying for return shipping unless the product is defective, incorrectly supplied, or unsuitable under the CPA (Section 56), in which case we will cover reasonable return shipping costs upon verification.

   • For defective goods within 6 months, returns are at no cost to you, including shipping, as per CPA Section 56.

   • For online cooling-off returns (ECTA Section 44), you cover return shipping costs.

4. Inspection and Remedy
   Once the returned item is received, we will inspect it within 7 business days to confirm eligibility and prevent abuse (e.g., checking for misuse or tampering). Upon approval, we will process your refund, exchange, or repair. For defective goods under CPA Section 56, we will offer repair, replacement, or refund at our discretion, unless you specify a preferred remedy.

3. Refunds

• Refunds are usually processed within 3–4 business days after inspection and approval, excluding weekends and public holidays. However, depending on your payment method (e.g., credit card or EFT), the funds may take an additional 3–4 working days to reflect in your account due to banking processes.

• Refunds will be made to the same payment method used for the original purchase.

• For EFT refunds, we will require an official bank confirmation letter to comply with South African Revenue Service (SARS) regulations. This will not unreasonably delay processing.

• Refunds for defective goods within 6 months are at no cost to you, including no deductions, as per CPA Section 56.

• For cooling-off returns under ECTA Section 44, you will receive a full refund excluding return shipping costs.

4. Non-Returnable or Non-Refundable Items

The following items are not eligible for return, refund, or exchange, except where defective or unsuitable under the CPA (Section 56):

• Special-order or customized products (as disclosed at purchase).

• Sale or clearance items marked as “final sale” (as disclosed at purchase).

• Products that have been installed, used, or altered beyond reasonable inspection (except for defective goods).

• Flat-packed items that have already been assembled (except for defects).

• Items related to personal or public health for safety reasons (e.g., hygiene products).

• Items missing original packaging, parts, or accessories (except where not feasible due to defects).

• Items returned after the 30-day period for non-defective returns (6 months applies for defects under CPA).

These exclusions do not apply to defective goods under the CPA’s implied warranty and are clearly disclosed at the time of purchase to comply with CPA Section 48 and ECTA Section 43.

5. Warranty Claims

• Warranty coverage is specific to each product. Please refer to the product page for details.

• If warranty information is not listed, contact us at info@glidexsolar.com  for confirmation.

• A minimum 6-month implied warranty is provided under CPA Section 56, unless the product is consumable, perishable, or excluded under the manufacturer’s terms.

• Warranty claims must be logged through Glidex Solar not directly with the manufacturer, unless advised otherwise. Provide proof of purchase and evidence of the defect (e.g., photos or descriptions) to facilitate verification and prevent abuse.

• For defective goods within 6 months, returns are walk-in or shipped at our cost: Deliver to 54 Malta Road, Cosmo Business Park, Cosmo City, Johannesburg, 2169, or contact us for shipping arrangements.

• Warranty investigations will be completed within 14 business days. Refunds or replacements will not be processed while an investigation is ongoing but will be issued promptly upon resolution.

• To prevent abuse, we may inspect for misuse, tampering, or non-warranty issues before approving claims.

6. Fair Usage Policy

To ensure fair treatment for all customers and prevent abuse, we reserve the right to:

• Reject the return or refund request if it does not meet the conditions or appears fraudulent (e.g., based on return history or evidence of misuse).

• Charge a 15% restocking, handling, or repackaging fee to make the item resaleable, but only for non-defective returns not meeting our conditions. This fee does not apply to defective goods under CPA Section 56 or cooling-off returns under ECTA Section 44.

• Limit or refuse future returns for customers with patterns of abusive behavior, such as excessive returns without valid reasons.

This fee and policy are disclosed at purchase and are reasonable under CPA Section 48.

For questions about this policy, contact us at  info@glidexsolar.com