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At Electromann SA, we want you to be completely satisfied with your purchase. If you experience a problem with a product, please contact us and we will do our best to resolve the matter quickly and fairly.

This policy explains our returns, refunds, exchanges and warranty procedures and should be read together with your rights under applicable South African consumer protection legislation.

1. Contact Us Before Returning an Item

If you need to return a product, please contact us before sending anything back.

Returns must be authorised by Electromann SA so that we can provide you with the correct return instructions and ensure that your return is processed as efficiently as possible.

Please contact:

Email: support@electromannsa.co.za

Please include your order number, product details and a description of the problem. Photographs or videos may also be requested where they will help us assess the issue.

Do not send a product back without first obtaining a return authorisation from us.

Unauthorised returns may be delayed or refused if we cannot identify the sender or establish the reason for the return.

2. Defective or Faulty Products

If a product develops a defect or does not perform as reasonably expected, please contact us as soon as possible.

Where appropriate, we may ask you to perform basic troubleshooting before arranging a return. This can often resolve software, configuration or installation issues without requiring the product to be returned.

If the product needs to be returned, we will provide instructions on how to proceed.

Once received, the product may need to be inspected and tested by Electromann SA, the manufacturer or an authorised service centre to establish the nature and cause of the problem.

A product will not be considered defective merely because it is incompatible with equipment, software or applications that it was not designed or specified to work with.

3. Statutory Consumer Rights

Nothing in this policy is intended to remove, restrict or limit any rights that you may have under the Consumer Protection Act 68 of 2008 (CPA) or any other applicable South African legislation.

Where a product is defective and the CPA applies, the remedies available to the consumer will be dealt with in accordance with the applicable legislation.

Where applicable, consumers may have statutory rights relating to defective goods, including repair, replacement or refund.

These statutory rights are separate from any additional manufacturer's or supplier's warranty that may apply to a product.

4. Manufacturer & Supplier Warranties

Unless otherwise stated on the product listing, many products sold by Electromann SA are covered by a manufacturer's or supplier's warranty, typically for 12 months.

The applicable warranty period may differ depending on the product and manufacturer.

A manufacturer's warranty generally covers manufacturing defects and failures occurring during normal and intended use.

Warranty coverage does not generally cover damage caused by:

  • Physical impact, drops, crushing or breakage;

  • Liquid or moisture damage;

  • Electrical surges, incorrect voltage or incorrect power supplies;

  • Incorrect installation or wiring;

  • Misuse, abuse or negligence;

  • Unauthorised modifications or repairs;

  • Tampering with internal components;

  • Use outside the manufacturer's specifications;

  • Damage caused by incompatible accessories or equipment;

  • Normal wear and tear;

  • Cosmetic damage that does not affect functionality; or

  • Damage caused by external factors beyond the manufacturer's control.

Warranty exclusions will be assessed according to the circumstances of the individual case and the applicable manufacturer's warranty terms.

5. Repairs, Replacements & Refunds

Where a product is confirmed to have a defect covered by the applicable warranty or statutory consumer protections, the appropriate remedy will depend on the circumstances and applicable legislation.

This may include:

  • Repair of the product;

  • Replacement with the same product;

  • Replacement with an equivalent product, where agreed;

  • Store credit; or

  • A refund, where applicable.

If the exact product is no longer available, Electromann SA may offer a suitable equivalent product or another remedy permitted by applicable legislation.

We will discuss the available options with you before proceeding where required.

6. Change-of-Mind Returns

If you simply change your mind about a purchase, the return may be subject to different conditions from a defective-product return.

Unless a statutory right of return applies, Electromann SA may accept a change-of-mind return at its discretion.

To be considered for a change-of-mind return, the product should generally:

  • Be unused;

  • Be in its original, undamaged packaging;

  • Include all original accessories, manuals and documentation;

  • Be in a condition suitable for resale; and

  • Be accompanied by proof of purchase.

Products that have been opened, installed, activated, used or configured may not be eligible for a change-of-mind return where the product cannot reasonably be resold as new.

Where a change-of-mind return is accepted, the customer may be responsible for the original delivery cost and return delivery costs.

A reasonable handling, restocking or depreciation charge may apply where permitted by law and depending on the condition of the returned product.

No handling or restocking fee will be used to reduce a refund where doing so would unlawfully limit a consumer's statutory rights.

7. Products Damaged During Delivery

Please inspect your order as soon as reasonably possible after receiving it.

If the packaging or product appears to have been damaged during transportation, please contact us promptly.

Please provide photographs of:

  • The outer packaging;

  • The shipping label;

  • Any visible damage;

  • The product; and

  • The internal packaging where applicable.

Do not dispose of the packaging until the matter has been resolved, as it may be required for a courier investigation or insurance claim.

8. Incorrect Product Received

If you receive a product that is different from the product you ordered, please contact us as soon as possible.

We will arrange the appropriate return and, where the error was made by Electromann SA, arrange for the correct product to be supplied or provide another appropriate remedy.

Where applicable, Electromann SA will cover the reasonable return and replacement delivery costs resulting from an error on our part.

9. Missing Parts or Accessories

If an item is received with missing accessories, components, manuals or other items that were advertised as included with the product, please contact us promptly.

We will investigate the matter and, where appropriate, arrange for the missing item to be supplied or provide another suitable remedy.

10. Products Returned for Testing

Where a product is returned because it is believed to be faulty, Electromann SA may need to test the product before determining the appropriate resolution.

Testing may be performed by:

  • Electromann SA technicians;

  • The product's manufacturer;

  • An authorised distributor;

  • An authorised repair centre; or

  • Another suitably qualified service provider.

If testing confirms a manufacturing defect, the applicable warranty or statutory remedy will be followed.

If testing establishes that the product is functioning correctly and no defect is found, the product may be returned to the customer.

Where a product is found to be fully functional and the return is not otherwise required under applicable consumer legislation, reasonable return delivery costs may be payable by the customer.

11. Physical Damage, Tampering & Unauthorised Modifications

A warranty claim may be declined where inspection establishes that the failure or damage was caused by misuse, abuse, accidental damage, unauthorised modification, incorrect installation, tampering or another cause not covered by the applicable warranty.

Examples may include:

  • Opening or dismantling the product;

  • Attempting an unauthorised repair;

  • Modifying internal components;

  • Physical damage;

  • Liquid damage;

  • Incorrect wiring;

  • Applying incorrect voltage;

  • Installing incompatible firmware;

  • Using software or firmware contrary to manufacturer instructions; or

  • Removing or altering identifying labels or serial numbers.

However, the existence of a broken warranty sticker or seal will not automatically determine the outcome of a statutory consumer claim. The actual cause of the fault and the applicable legal rights will be considered.

12. Products That Cannot Be Returned

Certain products may not be eligible for change-of-mind returns because of their nature or because they cannot reasonably be resold once opened or used.

Examples may include:

  • Personal hygiene products;

  • Products intended for intimate or personal use;

  • Software licences or activation keys once activated;

  • Downloadable digital products once supplied;

  • Custom-made or personalised products;

  • Products specifically ordered or configured for a customer;

  • Consumable products once opened or used;

  • Products that cannot reasonably be resold for health, safety or security reasons; and

  • Gift cards.

These exclusions do not remove any statutory rights that may apply where a product is defective, unsafe, incorrectly supplied or otherwise subject to a consumer remedy under applicable law.

13. Sale & Clearance Items

Sale, promotional and clearance products remain subject to applicable statutory consumer rights.

A product being sold at a discounted price does not, by itself, remove a consumer's rights in respect of defects that were not properly disclosed before purchase.

Where a product has a known defect or limitation that was clearly disclosed to the customer before purchase, the relevant circumstances may be taken into account when assessing a subsequent claim.

14. Return Shipping Costs

Return shipping arrangements depend on the reason for the return.

Defective Product

Where a product is confirmed to be defective and the return falls under an applicable statutory or warranty remedy, Electromann SA will arrange or reimburse reasonable return shipping costs where required.

Incorrect Product

Where Electromann SA supplied the incorrect product, we will arrange the return and replacement process at our cost.

Change of Mind

Where a change-of-mind return is accepted and no statutory right requires otherwise, the customer is generally responsible for the return shipping cost and may also be responsible for the original delivery cost.

No Fault Found

Where a product is tested and found to be functioning correctly, and no other return right applies, the customer may be responsible for the cost of returning the product to them.

15. Return Condition

Where a return is being made for a reason other than a product defect, the product should be returned with:

  • Original packaging;

  • All accessories;

  • Manuals and documentation;

  • Cables and power supplies;

  • Original labels where applicable; and

  • Proof of purchase.

For defective-product returns, please return all accessories and packaging that accompanied the product where reasonably possible.

A missing accessory or damaged packaging will not automatically remove a consumer's statutory rights in relation to a defective product.

16. Refunds

Once a returned product has been received and the applicable assessment has been completed, we will notify you of the outcome.

Where a refund is approved, it will generally be processed using the original payment method where practical.

Refund processing times may vary depending on the payment provider, bank or payment method used.

Electromann SA will process approved refunds within a reasonable period and in accordance with applicable legislation.

Please note that the time taken for funds to reflect in your bank account is determined partly by the relevant bank or payment provider.

17. Exchanges

If a product qualifies for replacement, we will arrange the replacement in accordance with the applicable warranty or consumer remedy.

Where a customer simply wishes to exchange an otherwise correctly supplied product because of a change of mind, the exchange will be subject to our change-of-mind return conditions and product eligibility.

18. Proof of Purchase

A valid proof of purchase is required for returns and warranty claims.

Acceptable proof may include:

  • Electromann SA order number;

  • Invoice;

  • Tax invoice;

  • Order confirmation; or

  • Other reasonable proof of purchase.

19. Unclaimed Returned Products

If a product is returned to Electromann SA and the customer is required to arrange or pay for its return to them, we will make reasonable efforts to contact the customer.

If the product remains unclaimed for an extended period, Electromann SA reserves the right to take reasonable steps to recover storage, handling and other costs, subject to applicable law.

We will not automatically dispose of or sell a customer's property without following applicable legal requirements.

20. How to Start a Return

To request a return or warranty assessment, please email:

support@electromannsa.co.za

Please provide:

  1. Your name;

  2. Order number or invoice number;

  3. Product name;

  4. Date of purchase;

  5. Description of the problem or reason for return; and

  6. Photographs or video of the issue where applicable.

Our support team will assess the request and provide the appropriate next steps.

Please do not send a product back before receiving return instructions from Electromann SA.

Contact Us

If you have any questions about our Refund & Returns Policy, please contact us:

Electromann SA
Email: support@electromannsa.co.za
Website: electromannsa.co.za

Last updated: September 2026

This policy is subject to applicable South African law and does not exclude or limit any consumer rights that cannot lawfully be excluded or limited.