Returns & Warranty Policy

This Returns & Warranty Policy applies to all products purchased from Stemar Shop, whether collected in person or shipped via courier.

By purchasing from Stemar Shop, you acknowledge and accept the terms outlined below.

  1. General Returns Policy

We take pride in supplying quality products. If you experience an issue, returns are handled fairly, transparently and in line with the South African Consumer Protection Act (CPA).

All returns are subject to:

  • Prior approval
  • Completion of a Returns Form
  • Physical inspection and testing

Returns sent without approval may be refused or delayed.

  1. Change of Mind Returns

If you wish to return a product due to a change of mind:

  • The return request must be made within 14 days of delivery or collection.
  • The product must be:
    • Unused
    • In original packaging
    • In resaleable condition with all accessories and documentation

Change of Mind Conditions

  • Return shipping costs are for the customer’s account.
  • A 15% handling and restocking fee may apply.
  • Original shipping fees are non-refundable.

Refunds are processed only after inspection and approval.

  1. Defective or Dead-On-Arrival (DOA) Products

If a product does not power up or is suspected to be defective on arrival:

3.1 Fault Reporting

  • Notify Stemar Security Systems as soon as possible after delivery.
  • Complete a Returns Form including:
    • Order / Invoice number
    • Product details
    • Clear fault description
    • Photos or videos if / where reasonably possible

Returns must be pre-approved before shipping.

3.2 Return Shipping for Suspected Defects

  • For pre-approved DOA or defective claims, Stemar Security Systems will arrange and cover the cost of return shipping.
  • Returns will be collected or shipped via a trackable courier arranged or approved by Stemar Security Systems and must be securely packaged to prevent damage in transit.

3.3 Inspection & Testing

  • All returned products are subject to inspection and testing.
  • Testing may be done in-house or by the manufacturer or authorised distributor.
  • Evaluation may take up to 7 business days, depending on supplier turnaround times.

3.4 If the Product Is Confirmed Faulty

If a manufacturing defect is confirmed:

  • The customer may choose (as per CPA):
    • Repair
    • Replacement
    • Refund
  • Stemar Security Systems will cover:
    • Return shipping of the faulty product
    • Outbound shipping of the repaired or replacement product

3.5 If the Product Is Found NOT to Be Faulty

If inspection confirms that the product:

  • Is fully functional, or
  • Has no manufacturing defect, or
  • The issue is caused by incorrect installation, configuration, power supply, or misuse,

then:

  • The product will be returned to the customer in working order
  • The customer will be responsible for all shipping costs, including:
    • Shipping to Stemar Security Systems
    • Shipping back to the customer

These costs must be settled before return shipment.

  1. Warranty Policy

4.1 Standard Warranty

  • Most products carry a 12-month carry-in warranty, unless otherwise stated.
  • Warranty covers manufacturing defects only.

4.2 Warranty Exclusions

Warranty does not cover damage caused by:

  • Incorrect wiring, voltage or power supply
  • Power surges or lightning
  • Liquid ingress or environmental exposure
  • Physical damage or tampering
  • Unauthorised repairs or modifications
  • Normal wear and tear

  1. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Activated SIM cards
  • Digital products, licenses or activation codes
  • Data bundles or top-ups
  • Special-order or custom-configured products

  1. Refunds

  • Refunds are processed only after inspection and approval.
  • Approved refunds are issued using the original payment method where possible.
  • Processing time may take up to 10 business days after approval.

  1. Returns Process Summary

  1. Submit a Returns Form
  2. Await approval and instructions
  3. Ship the product using a trackable courier
  4. Product is inspected and tested
  5. Repair, replacement or refund is processed

  1. Limitation of Liability

Stemar Security Systems shall not be held liable for:

  • Incorrect installation or configuration
  • Compatibility issues where specifications were clearly provided
  • Consequential loss or downtime
  • Third-party service interruptions

  1. Governing Law

This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act.

  1. Contact Details

To request an exchange, please complete our Returns Form and return the item to:

Stemar Security Systems
14 Kayburne Avenue
Randpark Ridge
Johannesburg
Gauteng
2169

Tel: 011 791 5515
Attn: Craig Suttie
Email: returns@stemarshop.co.za

Returns Form: Link to our Returns Form