Returns & Refunds
We want you to shop with confidence. This policy explains how returns and refunds are handled for products purchased from Rohen Services.
Returns summary
- Exchange requests: contact us within 14 business days of delivery
- Condition: Unused, uninstalled, in original packaging
- Inspection: 7 to 14 business days after we receive the goods
- Refund method: EFT to the original payment method
- Return shipping: Customer cost unless the item is faulty or incorrect
Full details are provided below.
1. Return window
To return goods for an exchange, contact us within 14 business days of delivery. Once we receive the returned goods, we inspect them within 7 to 14 business days. We assess their condition and any fault you report, then confirm whether the return is accepted and how it will be settled. Our usual outcome for accepted returns is an exchange.
Your legal rights
This exchange process does not limit your rights under South African law, including your rights for faulty goods under the Consumer Protection Act, including during the six months after delivery.
For qualifying online purchases, the Electronic Communications and Transactions Act allows cancellation within 7 days of receiving the goods, with any refund due under that right paid within 30 days of cancellation. Statutory exclusions apply to certain online purchases.
2. Eligibility for returns
The exchange conditions and exclusions do not limit your statutory rights.
To be eligible for a return:
- The item must be unused and uninstalled
- It must be in the same condition as when received
- It must be returned in the original packaging
- Proof of purchase is required
- Relevant serial numbers must be intact and provided
Items that have been installed, wired, mounted, configured or modified are not eligible for return.
Please do not send products back to the manufacturer. All returns must be arranged directly with Rohen Services.
3. Non-returnable items
The exchange conditions and exclusions do not limit your statutory rights.
For safety, hygiene and warranty reasons, the following items cannot be returned once opened, used or altered:
- Solar cables and cut cables
- Lead-acid batteries
- Sale or clearance items
- Products that have been installed, wired, mounted or modified
- Products damaged due to incorrect installation or misuse
4. Incorrect, damaged or faulty items
If your order is incorrect, damaged or faulty, please tell us as soon as you find the problem.
We may request:
- Clear photos of the issue
- A short description of the problem
- Proof of purchase
Where the Consumer Protection Act applies, you may choose a repair, replacement or refund for faulty goods returned within six months of delivery. Returning faulty goods is at our risk and expense.
5. Warranty claims
All products are supplied with official manufacturer warranties, which vary by brand and product type.
Warranty approval may require:
- Proper installation
- Correct system sizing
- No water, lightning or physical damage
- Compliance with manufacturer guidelines
If Rohen Services performed the installation, inspection will be handled at no cost.
If installation was completed by a third party, inspection or call-out fees may apply.
6. Refunds
About refunds:
- Inspection takes 7 to 14 business days. This is separate from statutory refund deadlines.
- For a qualifying online purchase cancelled within 7 days of receipt, the refund is paid within 30 days of cancellation, and you pay only the direct return cost.
- Refunds are issued via EFT to the original payment method
- You will be notified once the refund has been processed
Bank clearing times may vary.
7. Return shipping
Returned items must be delivered to:
Rohen Services
3 Graniet Street
Wilkoppies
Klerksdorp
2571
Unless the item is faulty or incorrect:
- Return shipping costs are the customer’s responsibility
- The item must be securely packaged
- We recommend using a trackable courier for high-value items
8. Need help?
If you have questions about returns, refunds or warranties, contact us:
📧 sales@rohen.co.za
📞 082 449 0277
🕘 Monday–Saturday, 08:00–17:30 (Sunday closed)
Phone: 082 449 0277
Business Hours: Monday–Saturday, 08:00–17:30 (Sunday closed)