Refund and Returns Policy

1. 1 – Overview of Our Product Offerings

   We offer two purchase options:

   1. Smart Lock Product Only

      • The smart lock is supplied and delivered to the customer.
      • Installation is not included.

   2. Smart Lock + Installation

      • The smart lock is supplied and installed by our technicians.
      • This includes labour, configuration, and on-site setup.

1. 2 – Returns: Smart Lock – Product Only

   1. Eligibility for Returns

      You may request a return within 7 days of delivery, provided that:
      • The smart lock is unused, uninstalled, and in its original packaging
      • All accessories, manuals, keys, cards, and components are included
      • The product is in resaleable condition

   2. Non-Returnable Items

      Returns will not be accepted if:
      • The lock has been installed, fitted, or tampered with
      • The packaging has been significantly damaged
      • Any parts are missing
      • The product was damaged due to misuse, incorrect installation, or electrical faults outside the manufacturer’s specifications

   3. Return Process

      To initiate a return:
      • Email us at [support@yourdomain.co.za]
      • Include your order number and reason for return
      • Once approved, you will receive return instructions
      Return shipping costs are the customer’s responsibility, unless the item is defective or incorrect.

1. 3 – Refunds: Smart Lock – Product Only

   • Approved refunds will be processed within 7-10 business days after inspection.
   • Refunds are issued to the original payment method.
   • Original delivery fees are non-refundable, unless the return is due to our error.

1. 4 – Smart Lock + Installation (Installed Products)

   No Returns After Installation

   Once a smart lock has been installed, the product becomes non-returnable and non-refundable. This is because:
   • The product has been customised and configured for your property
   • Removal may compromise the integrity of the lock or door
   • Installation is a service that cannot be reversed

1. 5 – Installation Service Policy

   • Installation fees are non-refundable once the service has been completed
   • If installation is cancelled at least 24 hours before the scheduled time, the installation fee may be refunded or rescheduled
   • Same-day cancellations or no-shows may result in a cancellation fee

1. 6 – Faulty or Defective Products

   1. Manufacturer Warranty

      All smart locks are covered by a manufacturer warranty (period varies by model). If your lock is defective:
      • We will assess whether the issue is due to manufacturing fault
      • If confirmed, the product will be repaired, replaced, or refunded in line with the warranty terms

   2. What Is Not Covered

      The warranty does not cover:
      • Normal wear and tear
      • Damage caused by power surges or incorrect wiring
      • Water damage where the lock is not rated for outdoor use
      • Damage caused by third-party installers

1. 7 – Incorrect or Damaged Deliveries

   If you receive:
   • The wrong product
   • A product damaged in transit
   Please notify us within 48 hours of delivery, with photos included. We will arrange a replacement or refund at no additional cost.

1. 8 – Consumer Protection Act (CPA)

   This policy complies with the South African Consumer Protection Act (CPA). Nothing in this policy limits your statutory rights under applicable law.

9 – Contact Us

• Email: info@askproperty.co.za
• Phone: 061 753 3403
• Website: www.asksmarthome.co.za