Returns and Refunds

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ACWACA Security Solution – Goods Return and Exchange Policy

  1. All transactions and/or sales entered into with ACWACA Security Solution, shall be subject to and governed by our standard terms and conditions of sale, a copy of which is available on request.
  2. All and any returns and/or refunds shall be governed by our standard terms and conditions of sale. All ACWACA Security Solution Warranties and Repairs are limited to carry in.
  3. No exchange, credit, or refund will be done without the original invoice being presented to ACWACA Security Solution.
  4. The customer must return the product within 3 days of receipt and is required to inform ACWACA Security Solution in writing via customercare@acwaca.co.za (within the abovementioned three-day period).
  5. Goods returned After 30 days will not be accepted back for credit, exchange, or refund.
  6. Goods returned for credit or refund must be returned in the original condition and original packaging and are to be returned within 3 days of delivery (This applies to incorrect goods purchased or supplied). All goods returned that are repackaged in the original packaging are subject to a reasonable handling fee which may be charged at up to 15% or at the discretion of ACWACA Security Solution based on the nature of the case at hand up in respect of any consumption or depletion thereof. The customer acknowledges that the right to return the goods shall be limited to ACWACA Security Solution’s discretion, in the event that the goods are partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined, or added to, blended, or combined with, or embedded within, other goods or property.
  7. The Customer is responsible for all costs associated with returns by shipped freight including the associated insurance. The onus is on the customer to ensure that the goods returned are received by ACWACA Security Solution within 5 days of written notice. Under no circumstances will ACWACA Security Solution accept responsibility for goods returned that are lost in transit.
  8. It is further agreed that no goods will be accepted for return/exchange and/or refund by ACWACA Security Solution after the lapse of 30 days from the date of purchase.
  9. All electronic goods will be tested before any exchange, credit or refund will be issued.
  10. ACWACA Security Solution will not be held liable for any loss or costs incurred due to the failure of a product once installed or for any damages suffered by the customer or a third party due to the malfunction of products purchased where the product has been materially altered or has been used contrary to any manufacturer installation manual or technical instructions given by ACWACA Security Solution.
  11. Any damage caused by abuse, misuse, unauthorized modifications, tampering, any acts of God or force majeure, incorrect installation, insect infestation, liquid damage, lightning, or power surges will not be covered by ACWACA Security Solution.
  12. All faulty goods returned within 30 days of purchase by the consumer will be eligible to be refunded, replaced, or repaired at the customer’s election. (This will be subject to points 3,4, 5, 6, 7, 8, and 9).
  13. ACWACA Security Solution reserves the right to refuse any warranty claim if the damage is caused by any factors beyond the specifications or performance levels of the product.
  14. A repair or exchange of a product within the warranty period will carry a further warranty period of three months, such repairs, however, will not extend the duration of the original warranty period
  15. In the event that external repairs are necessary, ACWACA Security Solution will offer a carry-in warranty of repair for an equivalent period to that of the supplier.
  16. Repairs conducted by ACWACA Security Solution’s repair department will carry a 3-month warranty on that specific repair. Any other faults occurring will be treated as a separate repair.
  17. Repaired items will not be released to the customer until any payment due in respect thereof has been received.
  18. ACWACA Security Solution reserves its rights to charge a handling fee of up to 15% of invoice value on any items that are received for repair that are found to be free of fault or defect, or where reports beyond that of the job card are requested.
  19. ACWACA Security Solution reserves its rights to sell/resell all repaired goods which are not collected within 60 days of repair, in order to defray costs.
  20. In the event that ACWACA Security Solution does not have stock of goods that have been purchased, then ACWACA Security Solution shall procure the same or similar goods from an alternative source at the same price subject to the customer’s consent. ACWACA Security Solution shall not be liable for the shortage of stock in circumstances that are beyond the control of ACWACA Security Solution.
  21. Additional for Online Purchases:
  • Goods damaged on delivery or in transit

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 2 days of such delivery/collection by logging a return with us. This can be done via telephone at +2781 231 1726, or by contacting customercare@acwaca.co.za. Feedback will be provided within 7 days of receipt of goods. The product may be repaired or replaced based on the technical evaluation.

  • Defective Goods

Our aim is to always deliver the best quality products free of any defects.

What is a defect? A defect is a product that does not operate as per the manufacturer’s instructions or product specifications.

If you have received a product that is deemed to be defective, please notify us within a 2-day period of receipt /collection by logging a return with us. This can be done via telephone at +2781 231 1726, or by contacting customercare@acwaca.co.za. Feedback will be provided within 7 days of receipt of goods. The product may be repaired or replaced based on the technical evaluation.

  • Unwanted or Incorrect Goods purchased

Unwanted or incorrectly purchased products can be returned, to the ACWACA Security Solution branch or ACWACA Security Solution Head Office or via a *pre-arranged courier service from ACWACA Security Solution within a 3-day period from receipt, for an exchange, credit, or refund.

  • Goods must be in their original packaging
  • No visible wear and tear
  • In a new resalable condition

To log a return please contact ACWACA Security Solution Online via telephone at +2781 231 1726, or via email at customercare@acwaca.co.za. Feedback will be provided within 7 days of receipt of goods from the courier.

*Goods returned via pre-arranged courier service offered by ACWACA Security Solution will carry a courier handling fee that will be charged at the customers’ expense

*If you are shipping an item over R500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.