RAW SURVEILLANCE SOLUTIONS

Returns, Exchange and Refund Policy

Website: www.rawss.co.za | Email: info@rawss.co.za | Tel: 084 484 4000

This Returns, Exchange and Refund Policy (“Policy”) sets out how RAW Surveillance Solutions (“RAW”, “we”, “us”, “our”) handles returns, exchanges, refunds and warranty claims for Products supplied to customers (“the Customer”, “you”). This Policy must be read together with our Terms and Conditions of Sale, available on www.rawss.co.za.

Supplier alignment: RAW sources all Products from Regal Distributors SA (Pty) Ltd (“Regal”). The Customer’s rights to return, exchange, refund or warranty are aligned with, and limited to, the terms on which Regal accepts returns from RAW. RAW cannot accept a return or grant a remedy where Regal would not accept the same return or grant the same remedy in respect of that Product. Nothing in this Policy limits the Customer’s rights under the Consumer Protection Act 68 of 2008 (“CPA”) that cannot be excluded by agreement.

1. General Conditions

All returns, exchanges and refunds are governed by RAW’s Terms and Conditions of Sale and this Policy.

No exchange, credit or refund will be processed without the original tax invoice being presented to RAW.

All warranties and repairs are carry-in. The Customer is responsible for delivering or sending the Product to RAW for assessment, unless otherwise agreed in writing.

All electronic Products will be tested before any exchange, credit or refund is issued.

2. Notification and Time Periods

To return any Product, the Customer must notify RAW in writing at info@rawss.co.za within 10 (ten) days of receipt of the Product, clearly stating the reason for the return and the original invoice number.

The Product must be physically returned to RAW within 10 (ten) days of receipt of the Product.

Strict cut-offs (aligned with Regal): Products returned after 30 (thirty) days from delivery will not be accepted for credit, exchange or refund. Under no circumstances will any Product be accepted for return, exchange or refund after 6 (six) months from the date of purchase.

3. Goods Damaged on Delivery or in Transit

The Customer must inspect all Products on delivery. Should a Product be damaged, or have missing parts or accessories at the time of delivery or collection, the Customer must notify RAW within 10 (ten) days of delivery by logging a return in writing to info@rawss.co.za or by calling 084 484 4000.

Feedback will be provided within a reasonable period of RAW (and where applicable, Regal) receiving and assessing the returned Product. The Product may be repaired or replaced based on a technical evaluation.

Claims for damage in transit will not be accepted where the delivery was signed for as received in good order without notation of the damage.

4. Defective Goods

Our aim is to always deliver quality Products free of defects. A defect is a Product that does not operate in accordance with the manufacturer’s instructions or product specifications.

If the Customer receives a Product that is deemed defective, the Customer must notify RAW within 10 (ten) days of receipt by logging a return in writing to info@rawss.co.za or by calling 084 484 4000.

All faulty Products returned within 6 (six) months of purchase will be eligible to be refunded, replaced or repaired at the Customer’s election, subject to the notification, invoice, packaging, time period, transport and testing conditions set out in this Policy, and subject to Regal’s technical assessment.

Feedback will be provided once the Product has been technically evaluated by RAW and/or Regal. The Product may be repaired or replaced based on that evaluation.

5. Unwanted or Incorrectly Purchased Goods

Unwanted or incorrectly purchased Products may be returned for an exchange, credit or refund within 10 (ten) days of receipt, provided that the Product is:

• In its original, unopened packaging;
• Free of any visible wear and tear; and
• In a new, resaleable condition.

Handling fee: Products returned that have been repackaged, or where packaging has been opened, may be subject to a reasonable handling fee of up to 10% of the invoice value, at RAW’s discretion (aligned with Regal’s policy), to account for any consumption, depletion or loss of resaleable value.

Installed or altered goods: The right to return a Product is at RAW’s discretion and will not apply where the Product has been partially or fully disassembled, physically altered, permanently installed, affixed, attached, joined, blended, combined with or embedded within other goods or property. This means once a Product has been installed at the Customer’s premises, it generally cannot be returned as “unwanted”.

6. Return Transport and Risk

The Customer is responsible for all costs associated with returning Products, including freight and insurance, unless the Product was defective or incorrectly supplied by RAW.

It is the Customer’s responsibility to ensure that returned Products reach RAW within the required 10 (ten) day period. RAW will not accept responsibility for any Product lost or damaged in transit while being returned.

Where RAW arranges a courier on the Customer’s behalf for the return, a courier handling fee will be charged to the Customer.

7. Warranty Claims and Repairs

Products are covered by the warranty offered by Regal and/or the original manufacturer. The warranty period varies by Product and brand.

To claim under warranty, the Customer must produce the original tax invoice and notify RAW within 10 (ten) days of the fault becoming apparent.

A repair or exchange of a Product within the warranty period carries a further warranty of 3 (three) months on that specific repair. This does not extend the duration of the original warranty period.

Where external (manufacturer or supplier) repairs are necessary, RAW will offer a carry-in repair warranty for a period equivalent to that offered by Regal or the manufacturer.

Any new or unrelated faults occurring after a repair will be treated as a separate repair.

No-fault-found fee: RAW reserves the right to charge a handling fee of up to 10% of the invoice value on any Product received for repair that is found to be free of fault or defect, or where reports beyond that of the standard job card are requested.

Repaired Products will not be released to the Customer until any payment due in respect of the repair has been received in full.

Uncollected repairs: Repaired Products that are not collected by the Customer within 120 (one hundred and twenty) days of the repair being completed may be sold by RAW to defray repair, storage and handling costs (aligned with Regal’s policy).

8. Exclusions — What Is Not Covered

No return, refund, exchange or warranty claim will be accepted, and RAW shall not be liable, where the Product has been affected by any of the following:

• Abuse, misuse, or unauthorised modification or tampering;
• Incorrect installation, or installation contrary to the manufacturer’s manual or technical instructions;
• Acts of God or force majeure;
• Insect or pest infestation;
• Liquid or water damage;
• Lightning strikes, power surges, power spikes or load shedding;
• Use of the Product outside its stated specifications or performance levels; or
• Material alteration of the Product, or use contrary to technical instructions.

RAW will not be held liable for any loss or costs incurred due to the failure of a Product once installed, or for any damage suffered by the Customer or any third party due to a Product malfunction, where the Product has been materially altered or used contrary to the manufacturer’s installation manual or technical instructions.

RAW (in line with Regal) reserves the right to refuse any warranty claim where the damage is caused by any factor beyond the specifications or performance levels of the Product.

9. Stock Availability

In the event that RAW does not have stock of a Product that has been purchased, RAW may (with the Customer’s consent) procure the same or a similar Product from an alternative source at the same price. RAW shall not be liable for any shortage of stock in circumstances beyond its control, including supply constraints from Regal.

10. How to Log a Return

To log a return, exchange or warranty claim, please contact RAW with your original invoice number and a description of the issue:

Email: info@rawss.co.za

Telephone: 084 484 4000

Website: www.rawss.co.za (Contact page)

Please do not send any Product back without first logging the return and receiving confirmation and return instructions from RAW. Unauthorised returns may be delayed or refused.

11. Consumer Protection Act

Nothing in this Policy is intended to limit or exclude any rights the Customer may have as a consumer under the Consumer Protection Act 68 of 2008, including the implied warranty of quality (which entitles a consumer to return defective goods within 6 months for repair, replacement or refund). Where any provision of this Policy conflicts with the CPA in respect of a consumer, the CPA prevails to the extent of that conflict.

12. Contact Us

For any queries regarding this Policy, returns or warranties, please contact:

RAW Surveillance Solutions

Email: info@rawss.co.za

Telephone: 084 484 4000

Website: www.rawss.co.za

 

IMPORTANT NOTICE

This Policy has been drafted to align with the goods return and exchange policy of Regal Distributors SA (Pty) Ltd, RAW Surveillance Solutions’ sole product supplier. Before publishing this Policy on www.rawss.co.za, please have it reviewed by a qualified South African attorney to confirm compliance with the Consumer Protection Act and the Electronic Communications and Transactions Act, particularly the consumer’s right to a cooling-off period and the implied warranty of quality.

Last updated: 11 May 2026