Refunds & Returns Policy

At ExcellTronics, we aim to ensure every customer receives exactly what they expect. If a product is defective, damaged or incorrect, we will assist with a return, exchange or refund in line with the conditions outlined below.

Returns, Refunds & Warranty Support

ExcellTronics handles product-fault, incorrect-delivery and transit-damage claims through the applicable product warranty and support process. Contact us with your order number before sending a device. The warranty provider and period are stated on each product listing and order documents; 12 or 24 months applies only where specified. This policy describes ExcellTronics’ service process and does not exclude rights or responsibilities that cannot lawfully be excluded.

• Contact us before sending an item so we can verify your order and provide the correct return or warranty-assessment instructions.
• For a non-fault return approved by ExcellTronics in writing, the product and any separately supplied accessories must be unused, unopened or unactivated, complete, undamaged and in original saleable packaging. Include the original box, manuals, cables, chargers, bundled items and promotional gifts supplied with the order.
• The saleable-condition requirement applies only to a non-fault return approved in writing. It is not a condition for reporting a product fault.

Information to Include With a Claim

• Your order number or proof of purchase
• The product name and model
• A description of the issue and when it began
• Photos, when relevant to visible damage or an incorrect delivery
• Please wait for our instructions before sending the device or accessories

Manufacturer or Supplier Warranty Terms

• Accidental or impact damage, including drops
• Damage caused by liquid, misuse, unauthorized repair or modification
• Warranty duration and exclusions vary by product; check the terms shown for your device

These examples apply only where the written warranty terms for the product exclude the relevant damage. Each request is reviewed against the product condition, applicable warranty terms and assessment findings.

Incorrect Deliveries

If you receive an incorrect product:

• Do not open or use the product
• Contact us immediately
• We will arrange collection and replacement at no cost

Defective Products

• A fault may be assessed by the relevant manufacturer or warranty provider. ExcellTronics will help direct the claim.
• Inspection timeframe: 7–21 working days
• For a reported product fault, contact ExcellTronics before sending the item. We will verify the order details, serial or IMEI information, service history where relevant and the assessment findings, then confirm the next step for your case.

If the product is not found to be defective, return shipping costs may apply.

Exchanges

• Same product and colour will be provided where available
• If unavailable, an alternative colour or equivalent model will be offered

Refunds

• Where a refund is approved for a case, it is processed through the original payment method. The processing period begins once the refund is confirmed.
• Processing timeframe: 7–14 working days
• Refunds are issued via the original payment method

Damaged on Delivery

• Inspect parcels before accepting delivery
• If damaged, refuse delivery and notify the courier
• Contact us immediately with supporting photos

Please photograph visible damage and contact us promptly so we can review the delivery records and assist with the courier claim.

Need Assistance?

Our team is available to assist with returns, exchanges or order queries.

Email: admin@excelltronics.co.za
Phone / WhatsApp: 071 770 4010
Order Support: 076 732 2518