Refund and Returns Policy

Rohen Services – Returns & Refunds Policy

At Rohen Services, we want every customer to feel confident when purchasing solar, backup power and security equipment. This policy explains how returns, exchanges and refunds are handled.

1. Return Window

Our refund and returns policy lasts 30 days.
If more than 30 days have passed since your purchase, we cannot offer a refund or exchange.

2. Eligibility for Returns

To be eligible for a return:

  • The item must be unused
  • It must be in the same condition as when received
  • It must be in the original packaging
  • A receipt or proof of purchase must be provided
  • Relevant serial numbers must be included

If these conditions are not met, Rohen Services (PTY) LTD reserves the right to reject any claim.

Please do not send your purchase back to the manufacturer.
All returns must be delivered to the branch or store where the purchase was made.

3. Non-Returnable Items

For safety and warranty reasons, certain items cannot be returned once opened, used or cut:

  • Solar cables
  • Cut cables
  • Lead acid batteries
  • Sale or clearance items
  • Any product that has been installed, wired, mounted or modified
  • Products damaged due to incorrect installation or misuse

4. Incorrect, Damaged or Faulty Goods

If an item arrives damaged or incorrect, notify us within 7 days of delivery.

We will request:

  • Photos of the damage
  • A short description of the issue
  • Proof of purchase

If approved, we will arrange a replacement or refund.

5. Warranty Claims

All products include official manufacturer warranties, which vary by brand.
Warranty approval requires:

  • Proper installation
  • Correct system sizing
  • No water, lightning or physical damage
  • Compliance with manufacturer guidelines

If Rohen Services handled the installation, we will inspect the system at no cost.
If installation was done by a third party, inspection fees may apply.

6. Refunds (If Applicable)

Once your returned item is received and inspected (at your own cost), we will notify you by email whether your refund has been approved or rejected.

If approved:

  • Refunds are issued via EFT
  • Refunds may take up to 30 days to reflect, depending on your bank

Sale items cannot be refunded.
Only regular-priced items are eligible for refunds.

7. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again
  2. Contact your bank to confirm processing times
  3. If the refund still does not reflect, contact us:

Phone: 082 449 0277
Email: sales@rohen.co.za

8. Return Shipping

Products must be returned to:

3 Graniet Street, Wilkoppies, Klerksdorp, 2571

You are responsible for:

  • Return shipping fees
  • Ensuring the parcel is packaged securely
  • Any loss or damage during transit

For expensive or heavy items, we recommend:

  • A trackable courier service
  • Optional shipping insurance

We cannot guarantee that we will receive your returned item.

9. Need Help?

For any questions related to returns, refunds or warranties, contact:

Email: sales@rohen.co.za
Phone: 082 449 0277
Business Hours: Monday–Friday, 08:00–17:00