Refund policy

This Policy applies to products bought from thinkdigital (Pty) Ltd t/a Bold Smart Lock SA (hereinafter referred to as “Bold Smart Lock SA”, “we”, “us”, or “our”). We want you to be happy with your purchase of the products sold on our website, related mobi-sites and software applications, collectively referred to as (“Platforms”). If you are not completely satisfied, you can return the product/s to us and we will either repair/replace it, or credit your account, subject to the below terms.

Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:

·       package your products safely and securely for protection during transit;

·       clearly mark your return reference number on the outside of the parcel; and

·       include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1. Unwanted products or changed your mind?

If you have changed your mind, you can return an unwanted product at no charge, provided:

·       it is undamaged and unused, with the original labels and stickers still attached;

·       it is not missing any accessories or parts;

·       you log a return on our platforms, related mobi-sites and software applications, collectively referred to as (“Platforms”) within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and

·       it is not one of the products listed below.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Platform, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by contacting us at support@boldsmartlock.co.za.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality,  and in good working order and without defects.

For purposes hereof, a defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

·       faults resulting from normal wear and tear;

·       damage arising from negligence, user abuse or incorrect usage of the product;

·       damage arising from electrical surges or sea air corrosion;

·       damage arising from a failure to adequately care for the product;

·       damage arising from unauthorised alterations to the product; and

·       where the specifications of a product, although accurately described on the Platform and generally fit for its intended purpose, do not suit you.

4. Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 24 months after delivery / collection of the product.

You can do so by logging a return request at support@boldsmartlock.co.za, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

5: Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law)  refuse the return,  or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return a product that does not comply with this Policy, you may be liable to reimburse Bold Smart Lock SA for the cost of collecting the product from you and the cost of having the product returned to you.

If your return is refused in terms of this Policy and we are unable to return your product to you within 30 days of the refusal due to your unavailability or refusal to accept delivery of the product, the product will be deemed abandoned by you on expiry of the 30 day period and we may dispose of the product in any manner we deem fit.  

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card and payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account.

For any queries in respect of your rights set out above, please contact support@boldsmartlock.co.za