Refund Policy
1. INTRODUCTION
This Refund & Returns Policy explains the terms under which Smarter Locks (Pty) Ltd (“Smarter Locks”, “we”, “us”, or “our”) processes returns, refunds, and cancellations for products and services purchased within South Africa.
Our policy complies with the Consumer Protection Act, 2008 (CPA) and related South African consumer laws.
By placing an order or subscribing to our services, you agree to the terms outlined below.
2. PRODUCTS COVERED
This policy applies to:
Smart lock products and accessories sold via our website or authorised resellers.
Software and subscription services (such as the Smarter Locks property or guest management platform).
3. COURIER DELIVERY & INSPECTION
All products are couriered directly to clients after full payment has been received.
You must inspect the product immediately upon delivery and notify us of any defects, missing items, or damage within 3 business days of receipt.
If no issue is reported within that period, the product is deemed to have been delivered in good condition.
4. RETURNS & REFUNDS (HARDWARE PRODUCTS)
4.1 Change of Mind (Cooling-Off Period)
Under the Electronic Communications and Transactions Act (ECTA), you have the right to cancel an online purchase within 7 calendar days of receiving the product (“cooling-off period”).
You may return the product for a full refund, provided that:
The product is unused, uninstalled, and in its original packaging.
All components, accessories, manuals, and packaging are returned.
Return shipping is at your own cost.
Refunds will be processed within 7 to 10 business days after we receive and inspect the returned item.
4.2 Incorrect or Damaged Item
If you receive a product that is defective, damaged, or not what you ordered, please contact us within 3 business days of delivery.
We may request photos or proof of the issue for verification.
Once verified, we will arrange a replacement or full refund (including courier costs, if applicable).
4.3 Product Defects (Warranty Claims)
Smart Locks are covered by a 12-month limited warranty for manufacturing defects under normal use.
Warranty claims are assessed after the product is returned for inspection.
If the defect is confirmed, we will repair, replace, or refund at our discretion.
Warranty claims do not cover damage caused by:
Incorrect installation or handling
Power surges, water ingress, or tampering
Normal wear and tear
Misuse or third-party interference
5. NON-RETURNABLE ITEMS
We cannot accept returns or refunds for:
Products installed, modified, or used after delivery.
Products damaged through misuse, negligence, or unauthorised repairs.
Software subscriptions after activation or access.
Digital products or downloadable content once accessed.
6. SOFTWARE SUBSCRIPTIONS AND DIGITAL SERVICES
6.1 Subscription Cancellations
Software subscriptions may be cancelled by providing 30 days’ written notice before the next billing cycle.
Cancellation requests must be emailed to [Insert Email Address].
Once cancelled, you will continue to have access until the end of the paid billing period.
No partial refunds are issued for mid-cycle cancellations.
6.2 Refunds for Software
Refunds for software subscriptions are only considered if:
A billing error occurred on our side; or
The service failed to function as advertised, and we are unable to resolve the issue within a reasonable time.
Refunds will not be issued for:
User error, lack of internet access, or compatibility issues on your device.
Dissatisfaction with software features that are functioning as described.
7. RETURN PROCESS
To initiate a return or refund request:
Contact our support team at [Insert Email] with your order number, proof of purchase, and reason for return.
If approved, we’ll provide return instructions and a return reference number.
Package the item securely, including all components and packaging.
Ship the item to the address provided (courier costs may apply).
No refunds or replacements will be processed without prior written authorisation and a valid return reference.
8. REFUND METHOD
Approved refunds are processed via the original payment method used for purchase, unless otherwise agreed.
Please allow up to 10 business days for funds to reflect, depending on your payment provider.
9. FAULTY OR DAMAGED GOODS AFTER INSTALLATION
Since Smarter Locks (Pty) Ltd does not provide installation, we are not responsible for any damage or malfunction caused during installation by third parties.
Faults or damages arising from poor installation, incorrect handling, or misuse must be addressed directly with your installer.
10. CUSTOMER RESPONSIBILITY
It is the customer’s responsibility to:
Ensure correct product selection for the intended door or use.
Use a qualified installer or locksmith.
Retain proof of purchase for any warranty or return claims.
Follow all user guides, installation instructions, and software setup processes.
11. CONTACT DETAILS
Smarter Locks (Pty) Ltd
Email: [Insert Email Address]
Phone: [Insert Phone Number]
Physical Address: [Insert Business Address]
Website: [Insert URL]
Summary for Customers (Optional Display on Website):
Returns allowed within 7 days (unused and unopened).
Defective or wrong items replaced or refunded.
Warranty: 12 months for manufacturing faults.
Software cancellations: 30 days’ notice, no mid-cycle refunds.
Refunds processed within 7–10 business days.