Refund policy

Returns and refund policy

We want every customer to receive the product ordered in the condition described. Please contact info@electroguy.co.za before sending any product back.

Change-of-mind returns

Change-of-mind and other non-defective return requests must be made within 7 days of delivery. The item must be unused, unaltered, complete, in its original pristine packaging, and include all accessories, manuals, seals, serial labels, and proof of purchase. Approved change-of-mind returns may be subject to courier and inspection costs.

Return method and return shipping costs

Return method: once your return request has been approved, the product must be sent back by courier to the return address provided by ElectroGuy. Please do not ship it back or send it back before receiving written return instructions from our support team.

Who pays return shipping: for change-of-mind, unwanted, or other non-defective returns, the customer is responsible for return shipping costs. If the item is confirmed defective, damaged, incorrect, or incomplete, we will cover or pay the approved return courier cost.

Standard delivery is free on eligible orders. Express delivery charges are not normally refundable once the express courier service has been booked or used, unless the return is required because of an error by ElectroGuy or a confirmed product fault covered by applicable consumer law.

Order cancellation

You may request cancellation before an order is dispatched by contacting info@electroguy.co.za with your order number. If the order has already been dispatched, the return process will apply. Refunds for approved cancellations are processed by EFT once payment and order status have been verified.

Damaged, incorrect, or defective items

If an item arrives damaged, incorrect, incomplete, or appears defective, contact us within 48 hours of delivery with your order number, photos of the packaging, and photos or video showing the issue. We will assess the item and advise the next step.

Warranty support

Imported stock includes a direct 2-year ElectroGuy warranty from the date of delivery, unless a product page states otherwise. This warranty covers eligible manufacturing faults under normal use. It does not cover accidental damage, liquid damage, misuse, unauthorised repair, modified software, lost accessories, wear and tear, or damage caused by power surges.

Refund timing

Refunds are processed after the returned item has been received, inspected, and approved. Refunds are made back by bank transfer to the verified customer or account used for payment where possible. Bank processing times may vary.

Non-returnable items

Items that are used, damaged by the customer, missing parts, missing serial labels, activation locked, password locked, or returned without original packaging may be declined or may qualify only for a partial refund after inspection.

Consumer protection

This policy is intended to operate together with the South African Consumer Protection Act (CPA) 68 of 2008 and does not remove any rights that customers may have under applicable consumer law.