Refund policy
Electric Avenue SA | Kitchen Appliances & Electronics
At Electric Avenue SA, we are committed to providing quality kitchen appliances, electronics, and home essentials. We want every customer to shop with confidence and have a positive experience.
This Returns & Refund Policy explains how returns, exchanges, repairs, refunds, and cancellations are handled. Our policy operates alongside applicable South African consumer protection laws and does not limit any rights that cannot legally be excluded.
1. RETURN ELIGIBILITY
Customers may be eligible for a return where:
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The product arrives damaged.
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The product is defective or faulty.
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The incorrect product was delivered.
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Essential components or accessories are missing.
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The product does not meet applicable legal requirements.
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A return or other remedy is required under applicable consumer protection legislation.
Please contact Electric Avenue SA before returning any product so that we can provide the correct return instructions.
Do not send products back without contacting us first.
2. DAMAGED PRODUCTS
If your order arrives damaged, please contact us as soon as possible after delivery.
To assess the issue, we may request:
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Order number
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Customer name and contact details
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Photographs of the product
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Photographs of the external packaging
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Description of the damage
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Delivery or tracking information
Please retain the original packaging, accessories, and product until the matter has been assessed.
Depending on the circumstances and applicable law, the appropriate remedy may include a repair, replacement, or refund.
3. DEFECTIVE OR FAULTY PRODUCTS
If a product does not function as reasonably expected or develops a fault, please contact us with details of the problem.
Examples may include:
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The appliance does not switch on.
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An electronic device does not function as intended.
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A manufacturing defect is identified.
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The product fails to perform its advertised function.
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An essential component is defective.
Electric Avenue SA will assess the issue and determine the appropriate next step in accordance with applicable consumer protection requirements.
Customers should not attempt unauthorised repairs or modifications, as this may affect the assessment of the product.
4. INCORRECT OR MISSING ITEMS
If you receive the wrong product or an item is missing from your order, contact us as soon as possible.
Please provide your order number and details of the issue, together with photographs where relevant.
We will investigate the matter and coordinate the appropriate resolution.
5. CHANGE-OF-MIND RETURNS
Not every change-of-mind return is automatically required by law.
Eligibility may depend on the method of purchase, product type, product condition, whether the product has been opened or used, and any applicable statutory cancellation rights.
If you have changed your mind about a purchase, contact us before returning the product. We will assess the request and advise you of the applicable options.
Nothing in this policy limits consumer rights that cannot lawfully be excluded.
6. PRODUCT CONDITION
Where a return is permitted or approved, customers should return the product with its original accessories, manuals, packaging, and other components where reasonably possible.
For products returned because of defects, damage, or other matters covered by consumer protection legislation, applicable statutory rights will apply.
Customers should keep proof of purchase and product packaging while a return or product issue is being assessed.
7. RETURN PROCESS
Step 1 — Contact Us
Contact Electric Avenue SA by email or WhatsApp and explain the reason for your return.
Step 2 — Provide Order Details
Provide your order number, name, contact details, and product information.
Step 3 — Provide Evidence
Where applicable, provide photographs, videos, or other information showing the issue.
Step 4 — Await Instructions
Our team will review your request and provide instructions on the next steps.
Step 5 — Return or Inspection
Where required, we will arrange or provide instructions for the return or inspection of the product.
Step 6 — Resolution
Once assessed, we will communicate the applicable resolution, which may include a repair, replacement, refund, or another appropriate remedy.
8. RETURN SHIPPING COSTS
Return shipping arrangements depend on the reason for the return and applicable consumer protection requirements.
Where a product is defective, damaged, incorrectly supplied, or otherwise subject to a legally required remedy, return costs will be handled in accordance with applicable law.
For other returns, shipping costs may be the customer's responsibility where legally permitted.
Please contact us before arranging a return.
9. REFUNDS
A refund may be provided where:
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A refund is required by applicable law.
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A defective product qualifies for a refund.
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An incorrect product was supplied.
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An order is cancelled in circumstances where a refund is legally required.
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Electric Avenue SA approves a refund in accordance with applicable terms.
The applicable remedy will depend on the circumstances of the transaction.
10. REFUND PROCESS
Once a refund has been approved, Electric Avenue SA will process it using the applicable payment method.
The process may include:
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Reviewing the refund request.
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Confirming the order and payment details.
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Assessing or inspecting the product where necessary.
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Confirming the approved refund amount.
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Processing the refund.
The time for the funds to reflect in the customer's account may depend on the payment provider or financial institution.
Where reasonably practicable, refunds will be made using the original payment method.
11. WARRANTIES
Some appliances and electronics may include a manufacturer's warranty.
Where a warranty applies, customers may need to follow the applicable warranty process. Please contact Electric Avenue SA if you require assistance.
A manufacturer's warranty does not remove or replace statutory consumer rights.
12. MISUSE OR UNAUTHORISED MODIFICATIONS
Products should be used according to the manufacturer's instructions and intended purpose.
Issues resulting from misuse, unauthorised modifications, accidental damage, or failure to follow applicable instructions may affect the remedies available to the customer, depending on the circumstances.
Electric Avenue SA will assess reported issues based on the relevant facts.
13. ORDER CANCELLATIONS
Customers who wish to cancel an order should contact us as soon as possible.
Cancellation may be affected by whether an order has already been processed, dispatched, or delivered.
Certain online purchases may also be subject to statutory cancellation rights. Requests will be assessed in accordance with applicable South African consumer protection laws.
14. CONSUMER PROTECTION
Electric Avenue SA operates in South Africa and aims to comply with applicable consumer protection legislation.
This policy is intended to operate alongside applicable law and does not remove or restrict any mandatory consumer rights.
Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
15. POLICY UPDATES
Electric Avenue SA may update this policy from time to time to reflect changes to our business operations, return procedures, products, or applicable legal requirements.
The latest version will be published on our website.
16. CONTACT US
Electric Avenue SA
Kitchen Appliances & Electronics
Physical Address:
981 Masakaneng Street
Modimolle
Limpopo
South Africa
Email: orders.electricavenue@gmail.com
Phone / WhatsApp: 069 110 3788
Courier Partners: The Courier Guy & Aramex
Store Collection: Available