At EGM Izinhlelo (Pty) Ltd, we want our customers to feel confident when purchasing from our online store. This policy explains how returns, exchanges, refunds and faulty items are handled.

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Return Period:

Customers may request a return within 7 days of receiving their order, provided the item meets the return conditions below.

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To request a return, please contact us at:

Email: chloe@egmizinhlelo.com

Phone/WhatsApp: 073 849 6700

Please include your order number, reason for return, photos where applicable, and your contact details.

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Items Eligible for Return:

Returns may be accepted where:

• The item is faulty or defective.

• The incorrect item was supplied.

• The item is materially different from what was advertised.

• The item is unused, unopened, and returned in its original packaging.

 

All returned items must include original packaging, accessories, manuals, cables, brackets, power supplies and any other included components.

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Items Not Eligible for Return:

Returns may not be accepted where:

• The item has been installed, used, damaged, altered or tampered with.

• The item was damaged due to incorrect installation, misuse, power surge, lightning, water damage or negligence.

• The item is missing packaging, serial numbers, accessories or manuals.

• The item was specially ordered or sourced specifically for the customer.

• The product is no longer in a resellable condition.

 

Faulty or Damaged Items:

If your item is faulty or damaged on arrival, please notify us within 7 days of delivery.

We may request photos, videos, or for the item to be returned for assessment. Once the item has been inspected, we will advise whether it qualifies for a repair, replacement, exchange, store credit or refund.

 

Warranty:

Many of our products carry a supplier or manufacturer warranty. Warranty terms may differ depending on the brand, product type and supplier.

Warranty claims are subject to supplier assessment and approval. Warranty does not cover damage caused by incorrect installation, misuse, power surges, lightning, tampering, water damage or physical damage.

 

Refunds:

Approved refunds will be processed using the original payment method where possible.

Refunds are processed within 7–10 working days after the returned item has been inspected and approved.

Please note that bank processing times may vary depending on your bank or payment provider.

 

Return Courier Costs:

Where a return is due to an error on our side, such as the incorrect item being supplied, we will assist with the return process.

Where a customer returns an item due to a change of mind, incorrect item ordered, or compatibility issue, the customer may be responsible for return courier costs.

 

Need Help Before Ordering?

Security equipment can be technical, and compatibility may depend on your existing system. If you are unsure whether a product is suitable, please contact us before placing your order so that we can assist you.