Returns and Refund Policy – Sonoff Africa

At Sonoff Africa (Pty) Ltd, we’re committed to providing you with high-quality products and excellent service. We want you to be completely satisfied with your purchase, so if for any reason you are not, we’ve made our returns process as simple as possible.

Please Fill out the Return Form Click Here

Returns

Please be aware that non-recoverable fees will apply. These fees cover shipping, Payfast charges, and a 20% handling fee (with a minimum of R95).

  • Unopened Products: If the product is unopened and in brand-new condition, you will receive store credit minus the applicable fees.
  • Opened Products: We do not accept returns or refunds for products that have been opened or used, unless they are faulty.

Warranty

At Sonoff Africa, we offer a 12-month warranty on all our products. If your product becomes defective due to manufacturing faults within 12 months of purchase, we will provide a replacement or refund depending on the circumstances.

Please note that the warranty does not cover damage caused by misuse, accidents, or unauthorized modifications. To initiate a warranty claim.

Faulty Products

If your product is faulty, we have a straightforward warranty process:

  1. Return the product: Simply fill out the warranty form and send the device back to us.
  2. Testing: We will test the product on the same day we receive it.
    • If the product is found to be faulty, we will replace it and ship it back to you at our cost, or we will include it in your next order.
    • If the product is found to be working correctly, the return shipping will be at your expense. Alternatively, we can ship it back to you with your next order.

Returns System

We’ve made returning products easier with our new returns system. Please follow the instructions below to process your return quickly and efficiently:

How to Initiate a Return:

  1. Log into Your Account
    • Visit our website and click on My Account at the top of the page.
  2. Go to Your Orders
    • Once you’re logged in, click on Orders to view your purchase history.
  3. Select the Product for Return
    • On the Orders page, find the order containing the product you wish to return.
    • You should see a Return/Credit button next to the relevant order. Click on this button to begin the returns process.
  4. Follow the Prompts
    • Follow the on-screen prompts to complete the necessary steps for your return request. Please fill out all required fields with accurate information to ensure a smooth process.
  5. Attach the Returns Form
    • After filling out the return information, please download and complete the Returns Form.
    • Click Here for the Returns Form.
    • Attach the completed Returns Form in the Attach Files section when prompted in the returns process.
  6. Submit Your Request
    • Once all fields are filled out and the Returns Form is attached, submit your return request. You’ll receive an email confirmation with details of your return.

Need Assistance?

If you need help at any stage of the return process, please don’t hesitate to contact our support team at info@sonoffafrica.co.za. We’re here to help!

Thank you for using our new returns system. We strive to make your experience as seamless as possible!

Customer Service

We prioritize excellent customer service and fairness. If you have any issues with your product or our returns process, feel free to reach out to our support team at info@sonoffafrica.co.za. We’re here to help!

Thank You

Thank you for choosing Sonoff Africa. We’re always striving to offer you the best products and the best service. Have a great day!