Returns and Refunds

We will refund or exchange most goods if you return them within 14 days of purchase, provided:

• it is in its original packaging and condition, including all attachments, accessories and documentation;
• it is unused

Returns and exchange requests for items purchased more than 14 days ago might incur collection, delivery and processing fees. However, goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at no cost to you.

We will require the original invoice to assess the refund.

• Unsuitable for purpose

If you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed that you will be able to use the goods for that purpose, you may return the goods within 10 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson. Subject to Security Express’ rights in law to charge you for use and to get the goods fit for re-stocking, Security Express will give you a refund

You may bring the item back to the store for an exchange or contact Security Express’ Online Support on 011 794 5306 to make arrangements for the collection of the item. Promotional free or bundled items that were part of a purchase must also be returned. Please note that there will be collection.

• Incorrect item delivered

Should an item be incorrect, please contact Security Express’ Online Support on 011 794 5306 to arrange for the earliest convenient collection date. Once returned to the store, the Product will undergo an assessment following which, the correct item will be dispatched. Promotional free or bundled items that were part of a purchase must also be returned.

If your goods turn out to be defective within the first 6 months after you received them from us, Security Express will repair them, replace them or give you a refund. Products may be returned to the Northgate Security Express store or alternatively Security Express can help you to arrange a third party courier by calling 011 794 5306. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. This is important as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Security Express reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. Security Express may arrange for the assessment to take place at your home in the case of Alarm Systems, Garage Motors and or Gate Motors.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Security Express will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Security Express can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Security Express’ Online Support on 011 794 5306 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

Certain Products are excluded from the 14 day exchange or refund policy due to mitigating circumstances, applicable legislation or for reasons of cost efficiency. The goods Security Express exclude from the 14 day return and exchange policy are:

• Batteries
• Cables and Glues

Once Security Express have assessed a returned item and approved a refund, you will receive your money back in the same manner in which you purchased it from Security Express:

• Credit note
• Electronic transfer directly into your account (5 to 7 days)
• Credit card (by reversal back to your credit card and subject to banking delays)

Security Express will refund a purchase for the exact amount paid less the following:

• Credit note
• Courier Fees
• any restocking fee for special orders

Products may be returned to the Northgate Security Express store or alternatively Security Express can help you to arrange a third party courier by calling 011 794 5306. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Security Express reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. Security Express may arrange for the assessment to take place at your home in the case of installed larger systems.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Security Express will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Security Express can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Security Express on 011 794 5306 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

If you have purchased a Product which is defective within its warranty period, please notify us as soon as reasonably possible after you become aware of the defect. Please take proper note of any terms or instructions that accompany your goods.

After the 6 months’ statutory warranty has expired, some Products have an extended warranty. These warranties are usually stated in the Product brochure, and may be subject to the manufacturer’s specific terms and conditions.

Alarms, Gate Motors, Garage Motors, Electric Fencing

• Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded. Security Express can book a service call with the supplier on your behalf, if you phone in and request us to do this
• Defects that develop after 6 months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy or extended warranty
• The nature of the goods (size, technical specifications, etc.) often dictates where the repair will take place. For example, on site or at the manufacturer’s premises

The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

• Damage caused by lightning or power surges
• Damage caused by misuse or abuse to the goods
• Goods used for a purpose other than the purpose for which they were manufactured
• Goods used contrary to their instruction manuals
• Accidental damage

Security Express can assist you to have the goods repaired by acting as an agent on your behalf. The law requires the following in respect of repairs:

• The manufacturer or its repairs agent must quote you first and you need to accept the quote before the repair can take place
• The quote must include the supply and installation of replacement parts, as well as the labour costs
• You must also give authorisation for diagnostic work in order to determine the scope of the required repairs