Refund policy

Last updated: 29 September 2026

We want you to buy the right product the first time. If something is not right, this policy explains what to do. Please read the full policy before you return an item. It follows the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

1. How to Request a Return

Email support@iotrend.co.za within the time limits in this policy, with your order number, the product and the reason.
For damaged or faulty items, add photos or a short video.
Wait for our return authorisation before you send anything. We reply within 2 Business Days.
Send all returns to IOTREND, not to the manufacturer.

2. Changed Your Mind

You may return an item within 7 days of receiving or collecting it. This applies to online orders, Click & Collect orders and purchases in our store.
Send it back to us at your cost, or drop it off at our store.
The item must be unused and not installed, complete, and in its original packaging with all manuals and accessories. Items that were used, installed, modified or damaged cannot be returned for a change of mind.
We refund the price of the item, less a 15% handling and restocking fee. The original delivery fee is not refunded.

3. Wrong, Missing or Damaged on Arrival

Check your parcel when it arrives. Note any damage or missing items on the courier's delivery note before you sign, and take photos.
If you sign for a parcel without noting damage or missing items, we treat it as delivered complete and in good condition.
Tell us within 7 days of delivery, with photos of the item and the box.
We collect the item or pay for its return. You choose: the correct item, a replacement, or a full refund including delivery.

4. Faulty Products: 6-Month Warranty

Every product carries the 6-month warranty of quality under the CPA, from the date of delivery or collection.
Bring the item to our store, or send it to us at your cost, for assessment.
Our products are technical, so every returned item is tested. Some items must go to the manufacturer for testing, which can take longer. We keep you updated.
If we confirm a fault covered by the warranty, you choose a repair, a replacement or a refund, and we refund your reasonable cost of sending the item to us.
If a repaired item develops the same fault, or a new fault, within 3 months of the repair, we replace it or refund you.

5. If the Item Is Not Faulty or the Warranty Does Not Apply

If the assessment finds no fault, or finds that the problem was caused by incorrect installation, modification, misuse or any other cause in section 8, the warranty does not apply.
We tell you the outcome clearly, in writing.
No repair, replacement or refund is due under the warranty, and you pay any courier costs.
You can collect the item from our store, or arrange your own courier to collect it.

6. Manufacturer Warranty (After 6 Months)

Many products carry a longer manufacturer warranty, usually 12 or 24 months. The product page shows the period.
After the first 6 months, bring or send the item to us at your cost. We handle the claim with the manufacturer for you.
The manufacturer tests the item and decides on a repair or replacement. This can take some time. We keep you updated.

7. Batteries

Batteries are consumables. They lose capacity with normal use, and this is not a defect.
A battery that is defective, or fails within 6 months of normal use, is covered like any other product.
Damage from deep discharge, incorrect charging or the wrong charger is not covered.

8. What the Warranty Does Not Cover

Damage caused by:

incorrect installation, or installation that does not follow the manufacturer's instructions;
modification of the product;
misuse, negligence or accidents;
lightning, power surges or an incorrect power supply;
water, fire, insects or rodents;
repairs or changes by anyone not authorised by IOTREND or the manufacturer;
normal wear and tear.

9. Non-Returnable Items

These items cannot be returned for a change of mind (faulty items are still covered):

cable, wire or rack cut to length for you;
items specially ordered or made to your specification.

10. Refunds

Refunds go to the card or account you paid with.
Change of mind: we refund within 14 Business Days of receiving and checking the item.
Faulty items: we refund once the assessment confirms the fault. If the manufacturer must test the item, this can take longer.
If you do not see your refund, check your bank statement, then contact your bank, as card refunds can take a few days to show. If it is still missing, email us.

11. Cancelling an Order

You can cancel an order at any time before we dispatch it, or before you collect it. Email us with your order number and we refund you in full.

12. Sending a Return

Pack the item well, in its original box, to prevent damage in transit.
Use a tracked and insured courier service. We are not responsible for returns lost in transit.
The item should reach us within 10 days of our return authorisation.

13. Contact Us

IOTREND (Pty) Ltd · Registration number 2017/146664/07
6 Cosmic Street, Linbro Business Park, Linbro Park, Sandton, 2090, South Africa
Email: support@iotrend.co.za
Phone: 011 553 3333
WhatsApp: 064 880 1032
Hours: Monday to Friday, 07:30 to 16:00. Closed on weekends and public holidays.