Returns, Refunds & Warranty Policy

1. Introduction

CNBM International South Africa (Pty) Ltd (“CNBM South Africa”, “we”, “us” or “our”) is committed to supplying quality solar energy products and related solutions to our customers.

This Returns, Refunds & Warranty Policy explains how customers can request a return, replacement, refund or warranty assessment for products purchased directly from CNBM South Africa.

This policy applies alongside our applicable sales terms, product-specific warranty conditions and the laws of the Republic of South Africa. Nothing in this policy is intended to exclude or limit any rights that cannot lawfully be excluded or limited.

2. Eligibility for Returns

All return requests must be submitted to CNBM South Africa and approved before products are sent back.

Products may be eligible for return or further assessment in circumstances including:

  • Defective or faulty products: Products that fail to operate as intended or have a manufacturing defect.

  • Damaged deliveries: Products that arrive visibly damaged during transportation.

  • Incorrect deliveries: Products that differ from the items specified on the confirmed order or invoice.

  • Missing items: Orders that are incomplete or contain fewer items than agreed.

  • Other approved returns: Returns requested for other reasons may be considered on a case-by-case basis, subject to the applicable sales agreement and law.

Please report visible transport damage, incorrect deliveries or missing items as soon as reasonably possible, preferably within seven calendar days of delivery. This reporting request helps us investigate and resolve delivery issues promptly and does not remove any rights you may have under applicable law.

3. Change-of-Mind Returns

CNBM South Africa primarily serves distributors, installers and other business customers. We do not automatically accept returns simply because a customer has changed their mind, ordered the wrong product or no longer requires the goods.

Change-of-mind returns may be considered at our discretion, subject to the applicable sales agreement and law.

Where a return is approved, the following conditions may apply:

  • Products must be unused, undamaged and in their original packaging, where reasonably applicable.

  • All supplied accessories, documentation and components must be included.

  • The customer may be responsible for return transport and reasonable handling or restocking costs where legally permitted and agreed.

  • Special-order, customised or non-standard products may not be eligible for change-of-mind returns, subject to applicable law.

  • Products that have been installed, modified or commissioned may require technical assessment before a return can be considered.

These conditions do not override statutory rights relating to defective, unsafe, incorrectly supplied or otherwise legally returnable goods.

4. Damaged, Defective or Incorrect Products

If a product arrives damaged, is defective or does not match the confirmed order, please contact CNBM South Africa as soon as possible.

Depending on the circumstances, applicable warranty terms and legal requirements, CNBM South Africa may arrange for inspection, repair, replacement, correction of the order or a refund.

Please provide the following information to help us assess your request:

  • Your company name and contact details.

  • The order number, invoice number or purchase reference.

  • The product name, model and serial number, where applicable.

  • A description of the issue.

  • Photographs or video showing visible damage or the reported fault, where available.

  • The delivery date and any relevant delivery documentation.

We may request a reasonable opportunity to inspect or test the product to establish the nature and cause of the reported issue. Assessment procedures will not be used to delay or deny a remedy required by applicable law.

5. Warranty Claims

Products supplied by CNBM South Africa may be covered by a manufacturer’s warranty, a supplier warranty or another applicable product-specific warranty.

Warranty periods, coverage and claim procedures vary by product and are governed by the relevant warranty documentation and applicable law.

Before submitting a warranty claim, customers should:

  1. Contact CNBM South Africa using the details provided below.

  2. Provide proof of purchase and the product’s model and serial number, where applicable.

  3. Describe the fault and provide supporting photographs, videos or diagnostic information if available.

  4. Follow reasonable instructions for safe troubleshooting or technical assessment.

  5. Await confirmation of the next steps before returning the product.

Warranty coverage may be affected by circumstances such as improper installation, unauthorised modifications, misuse, physical damage, unsuitable operating conditions or failure to follow documented instructions, where these circumstances are relevant under the applicable warranty.

Products should be installed and operated in accordance with the manufacturer’s instructions and relevant safety requirements.

A manufacturer’s warranty does not replace or reduce any rights that apply under South African law.

6. Products That Have Been Installed or Commissioned

Solar modules, inverters, batteries and related energy equipment may require specialised handling, testing and assessment.

If a product has already been installed or commissioned, please contact CNBM South Africa before disconnecting, dismantling or returning it.

For safety reasons, customers should not attempt repairs or electrical work unless appropriately qualified and authorised to do so.

Installation or commissioning does not automatically remove any applicable statutory or warranty rights. Each claim will be assessed according to the product, the circumstances and the relevant legal and warranty requirements.

7. Return Authorisation and Procedure

To request a return, replacement, refund or warranty assessment:

Step 1: Contact us

Email wangzheng@cbmie.com with the subject line “Returns or Warranty Claim” and include your order or invoice reference.

Step 2: Provide the relevant information

Describe the issue and attach supporting documentation, photographs or other relevant evidence.

Step 3: Await instructions

CNBM South Africa will review your request and advise whether an inspection, collection, return delivery or further information is required.

Step 4: Return the product, where applicable

If a return is authorised, follow the provided packaging, transport and delivery instructions. Please do not send products to our premises without prior arrangements.

Step 5: Assessment and resolution

Once the product has been received or inspected, CNBM South Africa will communicate the outcome and the applicable next steps.

8. Refunds

Refunds will be considered where required by applicable law, the relevant sales agreement or an approved return or warranty resolution.

Where a refund is approved:

  • The refund will generally be made to the original payment method or the verified account used for the transaction, subject to applicable payment procedures.

  • Refund processing will begin once the relevant approval and verification requirements have been completed.

  • We aim to process approved refunds within 7–14 business days, where reasonably possible. Actual timing may depend on the payment provider, bank and circumstances of the claim.

  • Where a refund is legally required, it will be handled within the applicable legal timeframe.

  • Any deduction, transport charge or handling fee will only be applied where permitted by law and applicable to the circumstances.

Customers will be notified if additional information is needed to process a refund.

9. Replacement Products

Where a replacement is approved or required, CNBM South Africa will advise the customer of the expected next steps and availability.

Replacement timing may depend on stock availability, supplier arrangements and transport. Where a particular remedy is required by law, applicable statutory requirements will take precedence over this general process.

10. Return Shipping and Collection

Responsibility for return transport costs will depend on the reason for the return, the applicable sales agreement, warranty conditions and the law.

For example:

  • Where goods are returned because they are defective or otherwise qualify for a statutory remedy, return costs will be handled in accordance with applicable law.

  • For approved change-of-mind returns, the customer may be responsible for return transport costs where legally permitted and agreed.

  • For damage or incorrect delivery, CNBM South Africa will advise on the appropriate collection or return arrangements after reviewing the claim.

Due to the size, weight and handling requirements of some solar and energy products, customers should obtain return instructions before arranging transport.

11. Products Not Eligible for Ordinary Change-of-Mind Returns

Subject to statutory rights and the terms of the applicable sales agreement, ordinary change-of-mind returns may not be accepted for:

  • Customised or specially ordered products.

  • Products that have been modified or damaged after delivery.

  • Products that have been installed or commissioned and are being returned solely because they are no longer required.

  • Products returned without prior arrangements or with essential components missing.

These exclusions do not prevent a customer from submitting a legitimate defect, warranty or other legally recognised claim.

12. Limitation of This Policy

This policy describes our general returns and refund procedures. The outcome of an individual request will depend on the facts, the applicable contract, any relevant product warranty and the law.

Nothing in this policy excludes liability or limits a customer’s rights where such exclusion or limitation would be unlawful.

13. Contact Us

For returns, refunds, replacements or warranty enquiries, please contact:

CNBM International South Africa (Pty) Ltd

Please include your order or invoice number in all correspondence to help us handle your enquiry efficiently.