Refunds & Returns Policy
Clear and straightforward guidelines for returns, refunds and exchanges when purchasing from ExcellTronics.
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.
General Return Conditions
- Products must be returned in original, unused and saleable condition.
- Do not open, activate or use the device if you intend to return it.
- Inserting a SIM card or connecting to a network is considered usage.
- Connecting to WiFi or completing setup is considered usage.
- Returns may be refused if the product is not in original condition.
Items That Must Be Returned
- Device in original box with all packaging materials
- Manuals and documentation
- All included accessories (cables, chargers, earphones)
- Screen protectors and protective covers
- Any promotional or bundled items
Non-Returnable Conditions
- Physical damage, scratches or signs of use
- Unauthorized repairs or modifications
- Missing packaging or accessories
Products not meeting return conditions will be returned to the customer at their cost.
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
- Products are inspected by the supplier or manufacturer
- Inspection timeframe: 7–21 working days
- If confirmed defective within 6 months, you may receive a repair, replacement or refund
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
- Refunds are processed after inspection and approval
- 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
If delivery is accepted without noting damage, the item is considered received in good condition.
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
