Refund policy

Last updated: 25 September 2026.

You can return unused products in their original packaging within 30 days of purchase.

How to return an item

  1. Contact us. Email global@alectra.co.za or WhatsApp Hatfield on 065 975 1462 or Wonderboom on 074 512 4065 within 30 days of purchase. Give us your order number and the reason for the return.
  2. Pack the item. Make sure the product is unused and in its original packaging, with all accessories, manuals and labels.
  3. Send it back. Use a courier service with tracking. You pay the return courier cost, and we recommend insuring high-value items.
  4. Get your refund. Once we have received and checked the item, we refund you to your original payment method, less the 15% handling fee.

What can be returned

  • Unused products in their original packaging
  • Products with all their original accessories and manuals
  • Returns requested within 30 days of purchase
  • Faulty products, under the manufacturer's warranty

What cannot be returned

  • Products that have been installed or used
  • Products with damaged or missing packaging
  • Products damaged through misuse or incorrect installation
  • Returns requested more than 30 days after purchase
  • Clearance or discontinued items, unless they are faulty

Handling fee

Approved returns of dispatched orders carry a 15% handling fee, taken off the amount you paid. It covers inspecting, restocking and processing the return. Example: you paid R1,000 for an item, so your refund is R850 (R1,000 less 15%).

There is no handling fee when a product is faulty or we supplied the wrong item. Those are refunded in full or replaced.

Cancellations

If you cancel an order before it has been dispatched, a 4% processing fee applies to cover the payment costs we cannot recover. Example: you paid R1,000 and cancel before dispatch, so your refund is R960. Orders cancelled after dispatch are treated as returns and carry the 15% handling fee.

Exchanges

We do not do direct exchanges. If you need a different product, return the original item for a refund and place a new order for the one you want.

Warranty claims

For a faulty product covered by the manufacturer's warranty, contact us with your order number, the product name, a description of the fault and photos or a video of the problem. Warranty periods and terms differ between manufacturers, so check the documents that came with your product.