14-Day Return Policy (Physical Products)

Surveila Technologies offers a 14-day return policy on physical products purchased through our online store, subject to the conditions below.

To be eligible for a return:

• The item must be unused, in the same condition as received, and in its original packaging
• The return must be requested within 14 days of delivery
• Shipping costs are non-refundable

After the 14-day period has elapsed, we unfortunately cannot offer a refund or exchange unless required by applicable law.

SIM Cards, Data Bundles and Digital Services (Webbing & Justworx)

Surveila Technologies supplies Webbing and Justworx IoT SIM cards as a reseller of third-party connectivity providers.

Important – No Refunds Once Activated

• Once a SIM card or connectivity service has been activated or provisioned, no refunds can be offered.
• Activated SIM cards, data bundles, top-ups, SMS bundles and renewal codes are classified as digital services and consumables and are non-returnable and non-refundable once service has commenced.
• Unused and unactivated SIM cards may be eligible for return within 14 days, provided they are returned in original condition and packaging.

Connectivity performance, availability and coverage depend on third-party mobile network operators. Network-level issues, coverage limitations or service interruptions do not constitute a product defect and are not grounds for a refund.

Nothing in this section limits any rights a consumer may have under applicable South African consumer protection legislation.

Warranty Period (Physical Products)

All physical products carry a 12-month carry-in warranty, unless otherwise specified.

Warranty claims are subject to inspection and evaluation by Surveila Technologies, its suppliers or importers. Depending on the outcome of the assessment and stock availability, items may be repaired, replaced or refunded.

To initiate a return or warranty claim, please contact us at sales@surveila.co.za.
Return shipping costs to us are not reimbursed.

Warranty Exclusions

The warranty will be void, and Surveila Technologies will not be held responsible for damage or injury of any kind resulting from:

• Electrical surges, lightning, power fluctuations or faulty building wiring
• Incorrect installation, misuse, abuse or failure to follow operating instructions
• Damage caused by force majeure (vis major), insects or pest infestation
• Physical damage occurring after delivery
• Water or liquid damage
• Tampering with warranty seals
• Repairs or modifications by unauthorised persons or use of non-approved parts

Battery Products:

• Batteries are consumable products and are subject to operating conditions beyond our control, including usage patterns, charging methods, environmental conditions and storage.
• As a result, batteries do not carry a performance or lifespan warranty.
• Batteries will only be eligible for return or replacement if they are found to be defective on arrival (DOA) or fail to operate on first use. Any such issues must be reported within 7 days of delivery.
• Normal degradation, reduced capacity over time or damage resulting from misuse, incorrect charging or environmental factors does not constitute a defect and is not covered by warranty.

Returns, Refunds and Cancellations

All goods and services are subject to availability.

Where an item is unavailable after purchase, Surveila Technologies will refund the customer in full within 14 days of refund approval.

Order cancellations requested by the customer may be subject to a 15% administration fee.

Refunds are subject to inspection and approval. Once your return has been received and inspected, you will be notified via email of the approval or rejection of your refund.

Approved refunds will be processed to the original payment method (where supported by the payment provider) or via EFT. Please allow a few working days for internal processing and banking clearance.

Return Shipping

Customers are responsible for return shipping costs.

For items valued over R500, we recommend using a trackable courier service or shipping insurance, as we cannot guarantee receipt of returned items.

Sale Items

Items purchased on sale or promotion are not eligible for refunds. This does not affect any rights you may have under applicable consumer protection legislation.

Exchanges

Exchanges are only offered for items that are defective or damaged.

To request an exchange, please contact us on details below to make the necessary arrangements:

Tel: 021 012 5899

Email: sales@Surveila.co.za

Consumer Rights

Nothing in this policy limits, restricts or excludes any rights a consumer may have under the Consumer Protection Act, 68 of 2008, or other applicable South African legislation.