Refund and Returns Policy

SecuYou – Goods Return and Exchange Policy

Due to the structure/nature of our business, unfortunately, we had to adopt the strict policies of our supplier(s). Should the business grow – the policy might change and loosen on certain technicalities as we start to shape our own policies.

1. All transactions and/or sales entered into with ZethFrost (Pty) Ltd. T/a SecuYou(hereinafter “SecuYou”), shall be subject to and governed by the below policy.

2. All and any returns and/or refunds shall be governed by our standard terms and conditions of sale. All SecuYou Warranties and Repairs are limited to the outcome of the supplier’s decision to credit SecuYou.

3. All decisions are final unless overruled by South African Law or a South African Court of Law.

4. The customer must return the product within 10 days of receipt and is required to inform SecuYou in writing via admin@secuyou.co.za (within the abovementioned ten-day period).

5. Goods returned After 6 months will not be accepted back for credit, exchange, or refund.

6. Goods returned for credit or refund must be returned in the original condition and original packaging and are to be returned within 10 days of delivery (This applies to incorrect goods purchased or supplied). All goods returned that are repackaged in the original packaging are subject to a reasonable handling fee which may be charged at up to 10% or at the discretion of SecuYou based on the nature of the case at hand up in respect of any consumption or depletion thereof. The customer acknowledges that the right to return the goods shall be limited to SecuYou’s discretion, in the event that the goods are partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined, or added to, blended, or combined with, or embedded within, other goods or property.

7. The Customer is responsible for all costs associated with returns by shipped freight including the associated insurance. The onus is on the customer to ensure that the goods returned are received by SecuYou within 10 days of written notice. Under no circumstances will SecuYou accept responsibility for goods returned that are lost in transit.

8. It is further agreed that no goods will be accepted for return/exchange and/or refund by SecuYou after the lapse of six months from the date of purchase.

9. All electronic goods will be tested by the supplier before any exchange, credit or refund will be issued – thus, a decision on the refund will be up to the supplier’s input on whether they will be willing to accept the item back.

10. SecuYou will not be held liable for any loss or costs incurred due to the failure of a product once installed or for any damages suffered by the customer or a third party due to the malfunction of products purchased where the product has been materially altered or has been used contrary to any manufacturer installation manual or technical instructions given by SecuYou.

11. Any damage caused by abuse, misuse, unauthorized modifications, tampering, any acts of God or force majeure, incorrect installation, insect infestation, liquid damage, lightning, or power surges will not be covered by SecuYou.

12. All faulty goods returned within six months of purchase by the consumer will be eligible to be refunded, replaced, or repaired at the customer’s election. (This will be subjected to points 3,4, 5, 6, 7, 8, and 9).

13. SecuYou reserves the right to refuse any warranty claim if the damage is caused by any factors beyond the specifications or performance levels of the product.

14. A repair or exchange of a product within the warranty period will carry a further warranty period of three months, such repairs, however, will not extend the duration of the original warranty period

15. In the event that external repairs are necessary, SecuYou’s supplier will offer a carry-in warranty of repair for an equivalent period to that of the supplier.

16. Repairs conducted by SecuYou’s supplier’s repair department will carry a 3-month warranty on that specific repair. Any other faults occurring will be treated as a separate repair.

17. Repaired items will not be released to the customer until any payment due in respect thereof has been received.

18. SecuYou reserves its rights to charge a handling fee of up to 10% of invoice value on any items that are received for repair that are found to be free of fault or defect, or where reports beyond that of the job card are requested.

19. SecuYou reserves its rights to sell/resell all repaired goods which are not collected within 120 days of repair, in order to defray costs.

20. In the event that SecuYou does not have stock of goods that have been purchased, then SecuYou shall procure the same or similar goods from an alternative source at the same price subject to the customer’s consent. SecuYou shall not be liable for a shortage of stock in circumstances that are beyond the control of SecuYou.

Procedure for Logging a Refund:

  • Goods damaged on delivery or in transit

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 10 days of such delivery/collection by logging a return with us.
This can be done by contacting admin@secuyou.co.za .
Feedback will be provided within 7 days of receipt of goods.
The product may be repaired or replaced based on technical evaluation by supplier.

  • Defective Goods

Our aim is to always deliver the best quality products free of any defects.

What is a defect? A defect is a product that does not operate as per manufacturer’s instructions or product specifications.

If you have received a product which is deemed to be defective:
1)Please notify us within a 10-day period of receipt /collection by logging a return with us.
2)This can be done by contacting admin@secuyou.co.za .
3)Feedback will be provided within 7 days of receipt of goods. The product may be repaired or replaced based on technical evaluation by supplier.

  • Unwanted or Incorrect Goods purchased

Unwanted or incorrectly purchased products can be returned, via a pre-arranged courier service*, to SecuYou within a 10-day period from receipt, for an exchange, credit or refund.

  • Goods must be in their original packaging
  • No visible wear and tear
  • In a new resaleable condition

1)Please notify us within a 10-day period of receipt /collection by logging a return with us.
2)This can be done by contacting admin@secuyou.co.za .
3)Feedback will be provided within 7 days of receipt of goods.

*Goods returned via pre-arranged courier service offered by SecuYou will carry a courier handling fee that will be charged at the customers’ expense

Returns can be couriered back to Unit 8, Jago Place, Double Delight Cres, Gonubie, East London, 5257

Any exchanges, refunds or credits to be logged, as well as the cost thereof, will be the responsibility of the customer. Thus, we do recommend that thorough research is done to make sure that the product is correct. Only under the following circumstances will this paragraph not be valid:

  • Should the product be shipped incorrectly (fault of SecuYou)
  • Should there be damage to the product upon the customer’s receipt thereof from the courier.
  • At the discretion of SecuYou

It is with regret that the original delivery fee will not be refunded in this category – as the delivery fee is a payment made for a service, which is deemed as having been completed to satisfaction upon receipt of goods.