Returns Policy

Last updated: 2024-06-05

Introduction

At Thingwala, we strive to ensure customer satisfaction.

If you believe that your product is defective, please see Product Support for assistance. If your product is found by us to be defective, within six months of delivery, we will repair, replace, or refund it at no cost to you.

Should you wish to return your product for any other reason, please note that by law we are not obliged to accept returns for non-defective goods. Furthermore, most suppliers of electronic products that require installation, such as circuit boards, modules, or devices sold without protective casings, do not offer refunds.

However, we will process a refund under the following terms and conditions:

  1. Support Process Completion

    • Customers must complete the full support process to ensure the product has been correctly installed and set up.
    • Improper installation or configuration may impact functionality and user experience, and this must be ruled out before initiating a return.

  2. Return Period

    • The item must be returned within 15 days of the original shipping date.

  3. Condition of Return

    • The product must be securely packaged to avoid damage during transit. If damage results from inadequate packaging, additional fees may be charged.
    • All original contents, including packaging, accessories, and documentation, must be included in the return.

  4. Return Process

    • We will schedule a courier collection from the original delivery location and provide the necessary shipping details.
    • The customer must indicate any special requirements at the time of return.
    • Customers are responsible for ensuring the product is handed over to the courier or dropped off within the stipulated timeframe.

  5. Quality Assurance Check

    • Upon receipt, the product will undergo a thorough physical and electrical quality assurance inspection to verify its condition.
    • A processing fee will be charged for the quality check, which will be deducted from the refund amount.

  6. Deductions from Refund

    • Refunds will be subject to the following deductions:
      • R150 for processing, quality assurance inspection, and restocking, provided the product is received in good order.
      • Shipping costs for delivery and return, at the standard rates of the courier service we use.
    • Additional deductions will apply if:
      • The product is damaged.
      • Components, packaging, or documentation are missing.
    • Any additional deductions will be communicated to the customer at the time of refund.

  7. Refund Payment

    • Refunds will only be processed after successful completion of the quality assurance check.
    • Customers must provide valid proof of bank account details for the refund to be paid.
    • Refunds will only be issued to the bank account in the name of the original purchaser.
    • Refunds will be processed within 15 business days of completing the return process.

Disclaimer

This returns policy should be read in conjunction with our Terms of Sale and does not limit any rights you may have under the Consumer Protection Act. In the event of any conflict, the applicable consumer protection laws will prevail.