Purpose and Scope

This Refund, Return & Cancellation Policy ("Policy") explains when and how a customer may cancel an order, return a product, request repair or replacement, discontinue a service, or obtain a full or partial refund through CGA Green Energy. It applies to eligible B2C and B2B transactions initiated through the Website, telephone, email, quotation, marketplace, vendor platform or another authorised CGA Green Energy channel.

The Policy covers solar panels and systems, inverters, batteries and storage, wind turbines and components, EV chargers and battery solutions, hybrid systems, biofuel and biodiesel, biogas plants, waste-management and waste-to-energy solutions, spare parts, installation and commissioning, site surveys, consulting, maintenance, subscription or recurring services, and facilitation of financing or insurance.

Who Is Responsible for the Transaction

CGA Green Energy operates an integrated marketplace and may also sell or provide certain goods or services directly. The invoice, order confirmation, accepted quotation, purchase order or statement of work will identify the seller or service provider.

• If Chandraghanshyam & Associates LLP / CGA Green Energy is named as the seller or service provider, CGA Green Energy will administer the return, remedy and refund directly.
• If an independent marketplace seller, manufacturer, installer, EPC contractor, logistics partner or other provider is named, that party remains responsible for its goods or services. CGA Green Energy will provide the complaint channel, issue a tracking reference, share the relevant seller details where required, coordinate the request and take reasonable steps to support resolution.
• A seller-specific return or warranty term may apply if it was clearly disclosed before purchase and does not reduce any mandatory legal right. Where multiple terms conflict, the term that is more protective of the consumer will apply to the extent required by law.
• Loan, EMI, insurance, government-subsidy and similar facilities are provided or decided by third parties. Their separate terms govern third-party charges and reversals, while any CGA Green Energy fee will be handled under this Policy.

Quick Reference

These are general timelines. The detailed clauses below and the applicable order documents control.

Mandatory Returns and Refunds

Subject to verification, CGA Green Energy and participating sellers will not refuse an appropriate return, discontinuation, replacement or refund where the goods or services:

• are defective, deficient, unsafe, spurious or materially damaged;
• do not match the description, specifications, sample, model, quantity, quality, characteristics, performance commitments or features advertised or agreed in writing;
• are wrong, incomplete, counterfeit, missing essential parts or accessories, or delivered to the wrong customer;
• are delivered materially later than the stated schedule, except where the delay is caused solely by a properly established force-majeure event and applicable law permits an exception;
• cannot be installed or used for the expressly disclosed purpose because the seller or service provider supplied an unsuitable solution despite having accurate site and requirement information; or
• otherwise qualify for a remedy under a warranty, guarantee, accepted quotation, contract or applicable law.

Depending on the circumstances, the customer may be offered completion of missing supply, re-performance, repair, replacement, price reduction, credit note, cancellation, or full or partial refund. A warranty remedy will not be used to deny a refund or other remedy where a refund is required by law.

Change-of-Mind Returns for Standard Products

Unless the product page, quotation or seller terms provide a longer period, an eligible standard, off-the-shelf product may be returned for change of mind if the customer contacts us within 7 calendar days after delivery and all of the following conditions are satisfied:

• the product has not been installed, mounted, connected, energised, programmed, registered, commissioned, fuelled, filled, used or materially altered;
• it is complete and in resalable condition, with original packaging, labels, serial-number markings, manuals, warranty cards, accessories, certificates and promotional items;
• the serial number and product identity match the invoice and dispatch record;
• the product is not a customised, made-to-order, consumable, hazardous-return, hygiene-sensitive, used-as-disclosed, clearance or non-returnable item; and
• the customer provides reasonable proof of purchase.

For an eligible change-of-mind return, the customer will ordinarily bear the disclosed reverse-logistics cost. The original standard delivery fee and installation or service fees already earned are not refundable unless the order terms state otherwise. No deduction will be made for handling beyond what is necessary to inspect the product; any lawful deduction for diminished value, missing parts or damage will be itemised.

Products and Situations Normally Not Returnable for Change of Mind

The following are not returnable merely because the customer changes their mind, but this exclusion never applies to a valid defect, deficiency, misdescription, wrong supply, spurious product, warranty claim or other mandatory legal remedy:

• custom-designed, engineered, fabricated, configured, cut-to-size, project-specific, special-import, made-to-order or specially procured products;
• solar mounting structures, cable runs, foundations, control panels, customised battery banks, engineered wind or hybrid systems, biogas digesters, waste-processing equipment and other items adapted to a specific site;
• products that have been installed, commissioned, connected to the grid, registered with a utility or government portal, paired to an account, or incorporated into another system;
• opened or partly used biofuel, biodiesel, lubricants, chemicals, filters, membranes, consumables, organic inputs, or products whose integrity depends on an unbroken seal or controlled storage;
• digital reports, designs, drawings, software licences, remote configuration, downloadable material or other digital content already delivered or accessed, except where defective or materially deficient;
• used or refurbished equipment clearly sold on an "as-is" or disclosed-condition basis, subject to the listing, inspection report and applicable law; and
• goods damaged by misuse, unauthorised repair, improper storage, accident, site conditions not disclosed by the customer, electrical or structural non-compliance, or failure to follow safety and operating instructions, except to the extent a product defect or provider error caused or contributed to the issue.

Category-Specific Rules

Solar, Inverters, Batteries, EV Chargers and Storage

Standard, uninstalled stock products may qualify for the 7-day change-of-mind return. Once mounted, wired, energised, configured, paired, commissioned or registered, the remedy will generally be handled through inspection, installation rectification or the applicable manufacturer / seller warranty. This does not limit remedies for wrong supply, inherent defect, deficient installation, misrepresentation or another legally refundable event.

A swollen, leaking, overheating, physically damaged or otherwise potentially unsafe battery must not be couriered or transported by the customer without written instructions. Contact support so an authorised party can assess safe collection, isolation, replacement or recycling.

Wind, Hybrid, Biogas and Waste-Management Systems

These systems are frequently site-specific and may involve engineering, civil work, fabrication, permits, foundations, integration and commissioning. Change-of-mind cancellation may therefore be restricted after design approval or procurement begins. If a project is cancelled, CGA Green Energy will calculate the refundable unearned balance after deducting only work actually completed and reasonable, documented, non-recoverable commitments authorised under the accepted quotation or statement of work.

Biofuel, Biodiesel and Other Bulk Consumables

Customers should inspect seals, quantity, delivery documentation and, where relevant, the certificate of analysis or agreed quality report at delivery. Opened, unloaded, transferred, blended, contaminated or partly consumed fuel is not returnable for change of mind. A quality, quantity, contamination-at-delivery or off-specification claim remains eligible for investigation; representative samples, chain-of-custody records and independent testing may be required. The customer should preserve the material safely and must not dispose of it before receiving instructions, unless immediate action is legally required for safety.

Used or Refurbished Equipment and B2B Marketplace Listings

For used wind turbines, batteries, machinery or components, the listing, inspection report, operating hours, disclosed defects, acceptance test and transaction contract form part of the return terms. A B2B buyer's agreed inspection and acceptance process may limit change-of-mind cancellation, but does not excuse fraud, deliberate concealment, counterfeit supply, breach of an express condition, or a remedy that cannot lawfully be excluded.

Damaged, Wrong, Missing or Defective Deliveries

Please inspect the shipment as soon as reasonably possible. For visible transit damage, wrong items, shortages or tampered packaging, notify us preferably within 48 hours of delivery so carrier evidence can be preserved. A delay in notifying us does not automatically cancel a statutory or warranty right, but may make verification more difficult.

We may reasonably request the invoice or order number, photographs or video, serial numbers, delivery receipt, outer and inner packaging, diagnostic logs, installer report or other relevant evidence. An unboxing video may help but will not be the only accepted proof. Do not install or use a visibly damaged or incorrect product unless we confirm in writing that it is safe and appropriate to do so.

If the claim is validated, collection, replacement delivery, completion of shortages or another agreed remedy will be arranged at no cost to the customer. If collection is impracticable for large equipment, the parties may agree on-site inspection, repair, replacement of the affected component, safe disposal or another lawful solution.

Order Cancellation Before Dispatch

A request to cancel a standard product order before dispatch will generally be accepted for a full refund. Any non-refundable payment-gateway, special-procurement or third-party charge may be deducted only if it was clearly disclosed before purchase, actually incurred and lawful. Once dispatched, the request will be treated as a return unless delivery can reasonably be stopped.

No arbitrary cancellation charge will be imposed. Any customer cancellation charge must have been disclosed before purchase and must comply with applicable e-commerce law, including requirements concerning corresponding consequences when the e-commerce entity cancels unilaterally. If CGA Green Energy or the seller cancels an order, the customer will receive a full refund for the undelivered portion and will not bear cancellation or reverse-logistics costs.

Services, Surveys, Maintenance and Project Work

Free Quotes and Free Consultations

No refund is necessary for a genuinely free quote, eligibility check or consultation. Any optional third-party report, travel, testing or application charge must be disclosed and accepted before it is incurred.

Paid Consultation or Site Survey

A paid appointment cancelled at least 24 hours before its scheduled start is refundable unless an earlier, clearly disclosed travel or third-party cost has already become non-recoverable. For a cancellation within 24 hours or a customer no-show, the disclosed fee may be retained to the extent of actual preparation, travel or reserved professional time. CGA Green Energy may offer one reasonable rescheduling without additional charge.

Installation, EPC, Design and Commissioning

The accepted quotation or statement of work should identify milestones, payment stages and cancellation consequences. Unless a more protective term applies:

• before design, survey, procurement or mobilisation begins, the unearned payment is refundable;
• after work begins, the refundable amount equals payments received minus the value of work properly completed, goods supplied, and reasonable documented non-recoverable commitments made for the project;
• after installation or commissioning, there is no change-of-mind refund for completed work, but defective goods, deficient workmanship, uncompleted scope and warranty obligations remain fully reviewable; and
• if CGA Green Energy or the provider cannot perform the agreed scope for reasons not caused by the customer, the customer may cancel the unperformed portion and receive the corresponding refund, without unlawful deductions.

Maintenance, AMC, Waste Collection and Recurring Services

A customer may cancel future renewals by giving the notice stated in the order. For prepaid recurring service, the refund will normally be the unearned balance for complete future service periods, less any disclosed benefit already used or lawful early-termination amount. A current period already substantially performed is not refundable for change of mind. Failure to deliver a scheduled service, persistent deficiency or material breach may entitle the customer to re-performance, proportionate refund or cancellation under the contract and applicable law.

Customer-Caused Delay, Site Readiness and Permit Issues

If delivery or installation is delayed because the customer has not provided safe access, structural or electrical readiness, required approvals, accurate information or an agreed payment, the parties will first attempt rescheduling. Reasonable, pre-disclosed and actually incurred storage, remobilisation or repeat-visit costs may be charged. Such charges will not apply where the delay or failure is attributable to CGA Green Energy, the seller or the service provider.

Financing, EMI, Insurance and Subsidy Facilitation

Loan approval, interest, EMI reversal, foreclosure, insurance premium refund, claim payment and government subsidy are controlled by the relevant bank, NBFC, insurer, authority or scheme. Cancellation of a product or project does not automatically cancel a finance or insurance contract. The customer must also follow the third party's cancellation process.

• Any CGA Green Energy facilitation fee for work not started will be refunded, subject to lawful and disclosed non-recoverable cost.
• A third-party application, valuation, legal, processing, insurance or inspection fee is refundable only under that provider's terms and applicable law.
• If a linked order is refunded, CGA Green Energy will provide reasonable documents needed for the lender or insurer to adjust the account. Refunds may be remitted to the lender rather than the customer where the financing agreement or law requires it.
• No refund claim will be rejected merely because a promised subsidy has not yet been credited if the seller made a false or binding representation about eligibility. General estimates or assistance, however, are not a guarantee of approval by a government authority.

How to Request a Return, Cancellation or Refund

1. Contact CGA Green Energy at cgagreenenergy@gmail.com or +91 99197 08777. Use the subject line "Refund Request – [Order Number]" where possible.
2. Provide your name, contact details, invoice / order / quotation number, seller or provider name, product or service, amount paid, payment method, delivery or service date, reason for request and preferred remedy.
3. Attach reasonable supporting evidence, such as the invoice, payment proof, photographs, serial numbers, delivery record, inspection report or relevant correspondence. Do not send sensitive card credentials, PINs, OTPs or passwords.
4. CGA Green Energy will acknowledge a consumer grievance within 48 hours and provide a complaint or ticket reference that can be used to track the request.
5. We may arrange remote troubleshooting, an authorised technician visit, product collection, seller review, laboratory test or other proportionate verification. Troubleshooting will not be used to unreasonably delay a valid remedy.
6. We will communicate the decision, remedy, amount, deductions (if any), collection method and expected refund timeline in writing. Consumer grievances will be redressed within one month of receipt, subject to applicable law.

Return Authorisation, Packing and Collection

Do not send a product to CGA Green Energy, a seller or a service centre without return instructions or a return authorisation. An unauthorised shipment may be refused for safety, insurance or tracking reasons, but we will not use the absence of advance authorisation to defeat a valid statutory claim where the customer made reasonable efforts to contact us.

• Use the original packaging where reasonably available and protect the goods from transit damage.
• Remove personal data, account links and access credentials from smart devices where safe and possible; keep a backup of any necessary information.
• Do not self-ship hazardous, leaking, swollen, fuel-containing, pressurised, unusually heavy or grid-connected equipment. Await collection or safe-handling instructions.
• Keep the pickup receipt and tracking number. Risk during an authorised pickup arranged by CGA Green Energy or the seller will not be placed on the customer, except for customer-caused packing damage where appropriate packaging instructions were reasonably provided.

Inspection and Decision

Returned goods will normally be inspected within 5 business days after receipt, or within a reasonable period for large equipment, field testing, third-party diagnostics or laboratory analysis. Inspection will be limited to verifying the stated issue, identity, completeness, condition and eligibility.

If a return is rejected, the customer will receive a written explanation and, where relevant, supporting findings. The product will be returned or held for collection as agreed. A rejected claim may be escalated under the grievance process below.

Refund Amount and Permitted Deductions

An approved full refund ordinarily includes the amount actually paid for the eligible goods or undelivered services, applicable GST and mandatory charges collected for that transaction. Where the seller or provider is at fault, the original standard shipping and authorised return cost will also be refunded or borne by the responsible party.

For a valid change-of-mind cancellation or partially completed service, deductions may include only amounts that are lawful, clearly disclosed where required, reasonably connected to the transaction and capable of explanation, such as:

• authorised work properly completed or services already consumed;
• goods already supplied and retained by the customer;
• documented, non-recoverable custom procurement, fabrication, travel, testing, permit or third-party expense;
• disclosed reverse-logistics cost for an eligible change-of-mind return; or
• actual loss in value caused by use or missing parts beyond reasonable inspection, where such deduction is lawful.

No deduction will be made for ordinary packaging opening needed to inspect an eligible standard product, normal depreciation unrelated to the customer, undisclosed administrative overhead, or a defect attributable to the seller, manufacturer, installer or carrier.

Refund Method and Processing Time

Once approved and any required goods have been received or otherwise accounted for, CGA Green Energy will initiate the refund within 7–10 business days, or sooner where required by law. The payment provider or bank may require additional time to post the credit.

• Refunds will normally be sent to the original payment method. A bank transfer may be used for cash-on-delivery, closed accounts, lender-directed refunds or technical necessity after identity and account verification.
• Cash refunds will not be made against a card, UPI or bank payment. CGA Green Energy will never request an OTP, card PIN or online-banking password to process a refund.
• EMI, loan and insurance adjustments depend on the relevant provider. Interest, processing charges and foreclosure amounts will be handled under that provider's agreement and applicable law.
• If a refund is not visible after the stated period, the customer should contact the bank or payment provider using the refund reference and then inform CGA Green Energy if further assistance is needed.

Discounts, Bundles, Gifts, Credits and Loyalty Benefits

A refund for a discounted or bundled order will be based on the amount actually paid and a fair allocation of the bundle discount. Free gifts, rebates, coupons, credits or promotional benefits connected with a returned item must also be returned, cancelled or fairly deducted if permitted by law. Expired promotional value will not be converted into cash unless the promotion expressly permits it.

Replacements, Repairs and Warranties

Replacement is subject to stock, technical compatibility and site feasibility. If an identical replacement is unavailable, the customer may accept an equivalent product, wait for stock, receive a repair, obtain a price adjustment or request a refund where eligible. A replacement may carry the remaining original warranty or a new warranty as stated by the manufacturer and required by law.

Manufacturer warranty, installer workmanship warranty, insurance and this Policy are separate. A warranty claim may require authorised diagnosis and does not automatically create a change-of-mind right. Equally, a seller may not rely on a warranty process to avoid a refund, replacement or other remedy that is mandatory for defective, deficient, spurious, misdescribed or materially delayed supply.

Failed Payments, Duplicate Charges and Suspected Fraud

If payment is debited but no confirmed order is created, an automatic reversal may occur through the payment provider. Report any unresolved debit with the transaction reference. A verified duplicate or excess charge will be refunded in full.

CGA Green Energy may pause a refund briefly to verify identity, payment ownership, conflicting claims or suspected fraud, but will not delay a genuine claim unreasonably. Customers should contact us before initiating a chargeback so we have an opportunity to resolve the issue; this request does not waive any lawful chargeback or consumer right.

B2B and Project Contracts

For transactions acquired wholly for commercial purposes, the accepted purchase order, quotation, scope, milestone plan, acceptance test, service-level agreement and negotiated contract will ordinarily govern cancellation and refund rights, subject to applicable law. If the buyer qualifies as a "consumer" under the Consumer Protection Act, 2019, nothing in a B2B label removes the buyer's statutory rights. Refunds and credits between GST-registered businesses may be documented through an appropriate credit note and tax adjustment.

Force Majeure and Material Delay

Events outside reasonable control may affect manufacturing, import, transport, utility approval, installation or commissioning. The affected party must give prompt notice, explain the impact and take reasonable steps to reduce delay. If performance becomes impossible or the delay defeats the material purpose of the order, the customer may cancel the unperformed portion and receive the corresponding unearned amount, subject to the contract and applicable law. The force-majeure exception will not cover avoidable internal failure, lack of reasonable planning or an event already known when the delivery commitment was made.

Grievance Escalation

Refund and return requests may be escalated as follows:

The Grievance Officer will acknowledge a consumer complaint within 48 hours and aim to redress it within one month, as required by applicable e-commerce rules. The customer will receive or may request a tracking reference.

If the customer is not satisfied, they may contact the National Consumer Helpline at 1915 or 1800-11-4000, use WhatsApp / SMS at 8800001915, or lodge a complaint at consumerhelpline.gov.in. Eligible consumers may also approach the appropriate Consumer Commission or use other remedies available under law. Nothing in this Policy requires a customer to surrender a statutory forum or remedy.

Policy Updates

CGA Green Energy may update this Policy to reflect changes in law, products, services, payment methods or business operations. The effective date will be shown at the top. A change will not retroactively reduce a right that accrued under an accepted order or mandatory law. The version applicable on the order date will ordinarily apply unless a later version is more favourable or legally required.

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