Deliveries & Returns

We deliver to residential or business addresses nationally.As a rule of thumb, products listed on the The Security Engineers website are not held at our offices (unless expressly stated). In order to minimize costs and ageing stock, The Security Engineers prefers to order items from various suppliers once an order has been placed and paid for.Orders will be placed with our suppliers once proof of payment has been received.Your order should be dispatched between one (1) and three (3) business days after payment confirmation has been received and when full payment reflects in our bank account.

1. Delivery Options:

1.1 Door-to-Door (The Courier Guy) / (MDS Collivery) / (Fastway)

Please note: The Door-to-door option does not deliver to PO Boxes. Should you require a Door-to-Door delivery please provide a Street Address during checkout.

Typically we charge a flat rate for all door-to-door deliveries. The rate is listed during checkout. This rate will cover you for any order of two (2) or less boxes. Should your order require more than two (2) boxes, we might quote you on an additional delivery charge.

Delivery times depend on the weight and the destination of your order. Typically any order under 5KG will be delivered within one (1) working day after your order has been dispatched. If your order is over 5KG (usually the case with CCTV kits) then it should reach you in two (2) to three (3) working days after parcel dispatch. These delivery times are under the assumption that your order is going to a major city. Should your order be going to a regional city/area then longer delivery times apply. You will be issued with a tracking number which will be traceable on the courier vendor’s website. Please note that we do not typically hold stock, and it takes between one (1) and two (2) days to collect your order from suppliers and dispatch your parcel.

We currently do not ship to remote locations such as farms and mines.

1.2 Customer collect at our Office:

As a rule of thumb, products listed on the The Security Engineers website are not held at our offices (unless expressly stated). In order to minimize costs and aging stock, The Security Engineers prefers to order items from various suppliers once an order has been placed and paid for.

Orders will be placed with our suppliers once proof of payment has been received.

Your order should be available for collection between one (1) and three (3) business days after payment confirmation has been received and when full payment reflects in our bank account.

When you collect please bring your order number and photo ID with you.

Once your order is ready for collection we will notify you.

2. Additional Delivery Information

By default, all orders do not carry delivery insurance. Delivery insurance is levied by courier companies at a rate of approximately three percent (3%) of your order total. Should you opt-in for delivery insurance, the fee will be added to your order and this additional cost and risk mitigation services is strongly advisable in order to safeguard your purchase from loss, theft and damage from the point in time your order is collected from our offices to when its delivered at your specified address.

3. Cooling Off Period

In accordance with Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) you are entitled to cancel your purchase within seven (7) calendar days after date of receipt of the good(s) and obtain a full refund (excluding the courier fees).

There are some exceptions to the “cooling off” period (Section 42.2 of the ECT Act). These exceptions include the following products in respect of which NO cooling off period shall apply:

  • Computer software which have been opened/ seals broken
  •  Consumables which have been opened/ seals broken
  •  Products which by reason of their nature cannot be returned (including electronic vouchers) due to the fact that the security seal was tampered with and/or the product has been used.

4. Non-Defective Products

Products which are not defective or damaged, which you want to return for whatever reason, must be returned within seven (7) calendar days from date of invoice. The product(s) must be returned to our door.

Should an opened/ un-sealed product be returned, a 20% handling fee will be charged. The product(s) also needs to be in a resalable condition. Products that are returned with missing items (such as manuals, warranty cards, accessories and other materials associated with that item) will not be credited/ refunded. It is at our sole discretion to pass credit/refund if an opened/un-sealed is returned to us.

In both COOLING OFF PERIOD and NON-DEFECTIVE PRODUCTS cases, the products must be returned within seven (7) calendar days (to our door). All products must be returned to The Security Engineers in their original packaging. The cost of returning the products will be solely at your expense. Should a product be damaged while in transit to The Security Engineers, we will not be liable for the damage nor will The Security Engineers be able to credit/ refund you.

5. Defective / Damaged / Unsuitable Products

All products are covered by the manufactures prescribed limited warranty, which is typically 1 year for computer and Information & Communication Technology products, and 1 to 3 years for Security Products, from date of invoice, unless otherwise specified. The warranty periods will be clearly marked within the packaging.

If you find that your product is defective/faulty or unsuitable for the purpose indicated in the product description (in summary “Defective”) and within six(6) months from date of invoice, please notify The Security Engineers via email of the problem you are experiencing. Once we have received your email we will arrange to have the product returned to us (at our expense).

If the product is found to be defective, you are entitled to either:

  • Have the product repaired or replaced OR
  •  Be fully refunded (minus the delivery costs (if any)).

If the product is found not to be defective, you will be liable for the costs incurred in having the product returned to The Security Engineers and then re-delivered to you.

Please note the following issues/problems will not render the product defective and will not entitle you to any repair, replacement or refunds:

  • faults resulting from normal wear and tear
  • physical damage to the product, including lighting damage
  • when you, or someone unauthorised by The Security Engineers, has altered, damaged or removed the warranty seal(s) and/or screw(s)
  •  hardware or software (including operating systems, applications, games, etc) used/interfaced/connected-to that is not compatible with your system and/or existing hardware
  •  equipment which shows evidence of impact, sand, liquid or moisture damage, dropping, mishandling or tampering, battery or chemical corrosion, damage caused by connected equipment or used contrary to the applicable instruction manual.

If you find that your product is defective after six (6) months from date of invoice and within the manufacturer warranty, you can arrange to have this product returned to The Security Engineers (at your expense) by notifying us via email.

If the product is found to be defective, The Security Engineers will either:

  • Replace the product with either a new or refurbished product
  • Repair the product 
  • Credit the product
Should the product no longer be sold, you will have the option to either: 
 

  •  Replace the product with another product (fees may apply) or
  •  Have the product credited. You will be credited the last list price (if lower than your original purchase price) and/or with a fair usage charge (i.e the time period of which the product was used)

Assessments and repairs are carried out by the approved repair centres and may take up to 6 weeks.

The final decision on the status of “defective” products is made by the supplier/manufacture.