Returns and Refunds

Our goods
We supply appliances.


Read instructions
Please carefully read and follow all instructions that come with the appliances.


Advance orders
If you order any product in advance, we will charge you a 30% deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed delivery date.


Special orders
If you ask us to provide you with any non-catalogue/special items, we will charge you a 50% deposit or the full amount for the goods. You may not cancel a special order prior to delivery, unless we allow this at our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount of the goods.


Cooling-off period for electronic transactions
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused item, and we will refund the purchase price. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.Please contact us within seven days of the date on which you purchased the goods. We will do our best to resolve the problem.This cooling off period does not apply to goods specially ordered from a foreign country.

  • Return of goods in terms of cooling-off period
    You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation provided the conditions are met.

Returns within 30 days
You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund.

  • Incorrect item delivered
    We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are correct. Please notify us within 7 days should an incorrect item be delivered. or if the product is not as described, or is missing any parts:

    • Please do not remove the product from its original packaging or any of the stickers or labels.
    • Notify us as immediately and we will collect the product from you at no charge should the error be due to our negligence.

We will at your choosing:

      • deliver the correct item to you as soon as possible (if available); or
      • send you a voucher for the purchase price of the product; or
      • issue a refund (using the same method of payment you originally used for the purchase).
      • Please note that a refund is not available if the item was received as a gift. 
    • Goods arrived damaged
      If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days.We will require the following information to assess where in the delivery process the damage may have occurred:

      • photograph of the outer box (including whether it has a Fragile sticker or not);
      • photograph of the inside of the box, including the inner packaging; and
      • photograph of the damaged item.

If necessary, we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

      • replace the product (if available); or
      • issue a refund voucher for the purchase price of the product or
      • issue a refund (using the same method of payment you originally used for the purchase).
      • Please note that a refund is not available if the item was received as a gift. 

How to return an item

  • You may drop off the item at our head office. There is no cost associated with this.
  • You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.
  • How to package an item you want to return
    The returning product must be packed, in its original protective packaging, as soon possible so that it can reach us safely. A 10% repackaging fee could be charged if the returning product has not been packaged properly.
    It is your responsibility to package the item correctly to avoid damage

How we process your refund

  • Returns within 30 days
    You will be offered a voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed).
  • Damaged goods
    Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed. Replacements may take longer as these are dependent on availability.

Our goods warranty
We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects which will reflect on the invoice.


Statutory warranty against defects
We warrant all our new appliances against any defects for 2 years of normal household use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).We have the right to assess and repair any defective goods within the 2-year period.Should we find the product defective or irreparable, within the warranty period, we will offer you an exchange for the same or similar product – This is provided that the goods were used for the purpose that they were intended for.We will repair, replace, or refund the price of any defective goods. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will communicate with you.In some regions we will not personally carry out the service on your product but use a wide network of specifically selected technicians. We warrant all our repairs against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.


Inspection of defective goods

  • Suitably qualified technician
    A customer that believes goods are defective should contact us and we will use a suitably qualified technician to examine the goods and produce a report for us to consider. A suitably qualified technician is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service. However, this must be arranged through our Service Department
  • Our technician’s duties
    Our technicians are trained to recognize any defects in our goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our technician will give reasons if they believe the goods have not been treated as they should be for their intended purposes

Returns of unsuitable goods
A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.


Refund of price of unsuitable goods
We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.


Invalidation of warranties and right to return unsuitable goods
Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.


Exclusion of industrial use
We only warrant goods for domestic use


Our returns and refunds procedure
You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure are detailed above


Our customer services department contact details

  • Telephone number: 021 5118177
  • Email address: service@elecind.co.za
  • Address: 24 Section St Paarden Eiland Cape Town 7405
  • Office hours:
    • Monday to Thursday 09:00 to 17:00
    • Friday 09:00 to 16:00
    • Not open on Public holidays, Sundays and Saturdays 

Customer queries and complaints
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to provide a solution to your enquiryAny complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to info@elecind.co.za


Dispute resolution
If we do not accept that we supplied defective or unsuitable goods, and we have not been able to reach a solution, any customer may still take the matter up with a suitable dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.