1. Purpose and scope
1.1 This policy explains when Omnitronix (Pty) Ltd takes goods back, and how we repair, replace or refund. It forms part of our Terms and conditions of sale (OMN-LEG-001). Defects that appear after the goods have been in use are also covered by the Warranty and product support policy (OMN-LEG-004).
1.2 Your rights depend on who you are and how you bought:
| WHO YOU ARE | WHAT APPLIES |
|---|---|
| An individual, a sole trader, or a business with asset value or turnover below R 2 million | The Consumer Protection Act 68 of 2008 (CPA) and this policy |
| An individual buying as the end user through our website, by email or online | ECTA s44 cooling-off, the CPA and this policy |
| A business with asset value or turnover of R 2 million or more | This policy and the manufacturer's warranty |
1.3 Nothing in this policy takes away a right a consumer has under the CPA or ECTA.
2. Before you return anything
2.1 Ask us for a returns authorisation (RA) number by email to [email protected], with your invoice number, the part number, the quantity and the reason for the return. Photographs help us decide quickly.
2.2 We reply within two business days with an RA number and return instructions, or with our reasons if we cannot accept the return.
2.3 Write the RA number on the outside of the parcel and include a copy of the invoice. We may refuse a parcel without an RA number, but this does not take away a consumer's rights.
3. Wrong goods, short delivery and damage in transit
3.1 If we sent the wrong part, the wrong quantity, or goods damaged in transit, tell us within two business days of delivery as set out in OMN-LEG-002 clause 6.
3.2 We collect the goods at our cost, or pay your return courier, and send the right goods or refund you, at your choice. No restocking fee applies.
3.3 A consumer who did not have a chance to examine the goods before delivery may refuse goods that do not match the order or that are not of the type and quality agreed (CPA s19(5) and s20).
4. Defective goods
4.1 For consumers, goods must be of good quality, in good working order and free of defects (CPA s55). For six months after delivery, you may return goods that fail this standard, at our risk and expense, and we repair them, replace them or refund you, as you choose (CPA s56(2)).
4.2 If we repair goods and the same defect, or another defect, appears within three months after the repair, we replace them or refund you (CPA s56(3)).
4.3 This implied warranty does not apply to goods that were altered contrary to the manufacturer's instructions, or damaged after they left our control, for example by incorrect wiring, the wrong supply voltage or physical damage (CPA s56(1)). We check returned goods, and where the manufacturer must assess them, we send them to the manufacturer, before deciding a claim.
4.4 For business customers, defective goods are dealt with under the manufacturer's warranty as set out in OMN-LEG-004.
4.5 A fitted or wired part that turns out to be defective is still covered under this clause 4. What you cannot do is return a fitted part for a reason other than a defect (see clause 6).
5. Online purchases: seven-day cooling-off
5.1 If you are an individual who bought from us as the end user through our website, by email or by other electronic means, you may cancel the purchase without giving a reason within seven days after you receive the goods (ECTA s44).
5.2 Tell us in writing at [email protected] within the seven days. Return the goods unused, in their original packaging. You pay only the direct cost of returning them (ECTA s44(2)). No restocking fee applies.
5.3 We refund the full amount you paid, including our original delivery charge, within 30 days of the date you cancelled (ECTA s44(3)).
5.4 The cooling-off right does not apply to goods made to your specification or clearly personalised, such as an instrument programmed or calibrated for your vehicle on your instruction, or goods that by their nature cannot be returned (ECTA s42(2)).
5.5 Cooling-off does not apply to businesses buying for their own business use or for resale.
6. Goods ordered in error or no longer needed
6.1 The law does not give a right to return goods because you ordered the wrong part or changed your mind, except under clause 5. We may still agree to take goods back if all of these apply:
(a) you ask for an RA number within 14 days of delivery;
(b) the goods are stock items we normally hold, not a special order or an import ordered for you;
(c) the goods are unused, have not been fitted, wired in or powered up, and are in their original sealed packaging with all parts and documents;
(d) you return them at your own cost and risk.
6.2 If we accept the return, we may deduct a restocking fee of 10% of the price of the goods returned, to cover inspection and repackaging. We deduct no fee where the return is under clause 3, 4 or 5.
6.3 We do not accept change-of-mind returns of:
(a) electrical and electronic parts that have been fitted, wired in, connected or powered up (CPA s20 excludes goods that have been installed, attached or physically altered);
(b) consumables such as tachograph clock cards, chart discs and printer ribbons, once the packaging has been opened;
(c) special orders and imports ordered for you, except as OMN-LEG-001 clause 3.5 allows.
6.4 Instead of a refund, we may offer an exchange for the correct part, with any price difference paid or refunded.
7. Goods not suitable for the purpose you told us
7.1 If you are a consumer and you told us the particular purpose for which you wanted the goods, and we supplied goods that are not reasonably suitable for that purpose, you may return them within ten business days after delivery for a full refund (CPA s20(2)(d) and s55(3)).
7.2 This does not apply where you chose the part yourself by part number and did not rely on our advice.
8. Condition of returned goods
8.1 Pack returns as carefully as we packed them. Goods damaged in the return parcel because of poor packing are not accepted for a change-of-mind return.
8.2 For a return that the CPA does not require us to accept, the goods must be in a condition in which we can sell them again. Where we accept a return under CPA s20, we may deduct a reasonable charge for use of the goods or for restoring them to a condition fit for re-stocking, but never on goods that were not what you ordered or were defective (CPA s20(6)).
9. Refunds
9.1 We refund within ten business days after we receive and check the returned goods, and always within 30 days for an ECTA cancellation.
9.2 We refund only to the bank account or card that paid us. We do not refund to a different account or to a third party, and we do not change refund details on an email request. If the paying account has closed, we confirm new details with you by phone before paying.
9.3 We email you the proof of payment for the refund.
9.4 If we invoiced you for VAT in error, we refund the full VAT amount in the same way. Omnitronix is not registered for VAT and does not charge VAT (OMN-LEG-001 clause 4.1).
9.5 If the original order was paid on an account, we issue a credit note to the account instead of a cash refund, unless you ask for a refund of a credit balance.
9.6 If we charged more than the price on your quote or the displayed price, we refund the difference in the same way. A clearly wrong price is dealt with under OMN-LEG-001 clause 4.4.
10. Related documents
OMN-LEG-001 Terms and conditions of sale; OMN-LEG-002 Delivery and shipping policy; OMN-LEG-004 Warranty and product support policy; Consumer Protection Act 68 of 2008, s19, s20, s55 and s56; Electronic Communications and Transactions Act 25 of 2002, s42 and s44.
Controlled copy of OMN-LEG-003 Rev B, held in the Omnitronix QMS. Revision date 12 Oct 2026.