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Continue ShoppingLast Updated: August 2026
At Crio Solar (Pty) Ltd, we want our customers to shop with confidence. If you need to return an item or request a refund, this policy explains the process, return requirements, applicable costs, and how approved refunds are handled.
This policy is intended to be read together with applicable South African consumer protection legislation. Nothing contained in this policy is intended to remove, restrict, or waive any consumer rights that cannot legally be excluded.
Eligible products may be returned within 30 calendar days from the date the order is delivered.
Customers must contact Crio Solar before sending a product back so that we can provide the correct return instructions.
To request a return, email info@criosolar.com.
The 30-day return period applies to eligible standard returns and does not affect any statutory rights that may apply to faulty, defective, unsafe, incorrectly supplied, or otherwise non-conforming products.
For a standard change-of-mind return, the product should meet the following conditions:
It should be unused and unopened;
It should remain in its original manufacturer packaging;
It should be in a condition suitable for resale;
All original accessories, cables, manuals, documentation, and other supplied components should be included; and
The product should not have damage or signs of use beyond what is reasonably required to inspect it.
Returned products may be inspected before a refund is approved. Where a product has been used or damaged in a manner that affects its resale condition, any applicable refund adjustment will be considered in accordance with South African consumer law.
Crio Solar does not charge a restocking fee for eligible returns that meet the requirements of this policy.
Certain products may not qualify for a standard change-of-mind return where permitted by applicable law.
These may include:
Solar systems or installations specially designed or assembled according to a customer's specific requirements;
Products specially ordered or configured for an individual customer;
Gift cards; and
Clearance or final-sale products where the applicable sale conditions clearly state that standard returns are not available.
These exclusions do not remove any statutory rights relating to defective, damaged, unsafe, incorrectly supplied, or otherwise non-compliant products.
If you receive an item that is:
Damaged during delivery;
Faulty or defective;
Different from the product you ordered; or
Significantly not as described,
please contact us at info@criosolar.com as soon as reasonably possible.
Please provide your order number and, where relevant, photographs or video showing the problem and the condition of the product and its packaging.
After receiving the information, Crio Solar will assess the matter and determine the appropriate remedy. Depending on the circumstances and applicable law, this may include a repair, replacement, refund, or another appropriate solution.
Where the return is required because of an error by Crio Solar, a defective product, or damage caused during delivery, the customer will not be required to pay the reasonable return shipping cost.
Before sending a product back, please contact us:
Email: info@criosolar.com
Please include the following information with your request:
Order number;
Customer name;
Product being returned;
Reason for the return; and
Photographs or other supporting information where necessary.
We will review the request and, if applicable, provide you with the relevant return instructions and return address.
Please do not send products to an old address or to an address obtained from another website or third party. Always obtain the current return instructions directly from Crio Solar before sending a return.
For an eligible standard or change-of-mind return that is not the result of a Crio Solar error or a defective or damaged product, the customer is responsible for the reasonable cost of returning the item.
Where the return is required because the product is defective, arrived damaged, was supplied incorrectly, or the issue resulted from an error by Crio Solar, we will arrange or reimburse reasonable return shipping costs where applicable.
We recommend using a reputable courier or postal service that provides tracking.
Please retain your proof of shipment and tracking details until your return has been received and processed.
Once a returned product reaches our facility, it may be inspected to establish:
Whether the returned item matches the original order;
The condition of the product;
Whether all accessories and components have been returned;
Whether the product has been used or damaged; and
The reason for the return.
Once the assessment has been completed, we will communicate the applicable outcome to the customer.
Once an eligible returned product has been received and inspected, an approved refund will generally be processed within 5 business days.
Refunds will normally be issued using the same payment method used for the original purchase.
Refunds are processed in South African Rand (ZAR).
After Crio Solar has processed the refund, the customer's bank, card issuer, or payment provider may require additional time to make the funds available in the customer's account.
For a standard change-of-mind return, the original shipping or delivery charge paid with the order is generally not refundable, unless applicable law requires otherwise.
Where a return is caused by an error made by Crio Solar, a defective or damaged product, or an incorrectly supplied item, shipping costs will be handled in accordance with this policy and applicable consumer protection requirements.
Where permitted by applicable law, the refund amount may be adjusted if a returned product has been used, damaged, altered, or returned without accessories or components originally supplied with the order.
Any decision regarding a refund adjustment will consider the condition of the product, the circumstances of the return, and the customer's rights under applicable South African consumer protection legislation.
No separate restocking fee is charged simply because an eligible product is returned.
Where appropriate, Crio Solar may provide an exchange or replacement where a product has been confirmed to be defective, damaged, or incorrectly supplied.
To request an exchange, contact info@criosolar.com and provide your order number together with photographs or video where these are relevant to the issue.
If the same product is no longer available, we will discuss the available options with you. Depending on the circumstances, this may include a refund, replacement with an alternative product, or another appropriate remedy.
If you need to cancel an order, please contact us as soon as possible.
Email: info@criosolar.com
Phone: 021 932 8444
We will make reasonable efforts to accommodate cancellation requests received before the order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the normal returns procedure may apply.
Any cancellation, refund, or other consumer rights provided by South African law remain unaffected.
If your refund has been approved and processed but has not yet appeared in your account, we recommend the following:
Check your bank or payment account;
Contact your bank, card issuer, or payment provider to determine whether the refund is still being processed; and
If the refund cannot be located, contact info@criosolar.com and provide your order number.
We will check the refund status and provide any information available to us.
Crio Solar respects the rights and protections provided to consumers under applicable South African legislation.
Nothing in this policy is intended to take away or reduce any legal rights you may have in relation to defective, unsafe, poor-quality, incorrectly described, incorrectly supplied, or otherwise non-conforming goods.
If any part of this policy conflicts with a mandatory consumer protection requirement, the applicable legal requirement will take precedence.
For assistance with returns, refunds, exchanges, cancellations, or any questions about this policy, please contact:
Crio Solar (Pty) Ltd
Registration: 2021/978124/07
VAT: 4550314290
Physical Address: 25 Stellenberg Road, Cape Town, Western Cape, 7500, South Africa
Phone: 021 932 8444
Email: info@criosolar.com
Support Hours: Monday–Friday, 08:00–17:00 SAST
