Returns Refunds for Spy Shop SA

Thank you for shopping with Spy Shop. This Returns and Refunds Policy outlines the terms under which returns, refunds, and exchanges are processed for purchases made on www.spyshopsa.co.za. By placing an order, you agree to these terms. Please read them carefully and contact us with any questions to admin@spyshopsa.co.za.
1. Stock Availability and Order Delays
  • Pre-Order Confirmation: We strongly recommend contacting our sales team at info@spyshopsa.co.za before placing an order to confirm stock availability in South Africa. Spy Shop SA operates as a drop-shipping business, importing products from international suppliers as needed.
  • Imported Orders: If you place an order for an item not in stock without prior confirmation and it requires importation, delivery may take up to 12 weeks. By proceeding, you acknowledge and accept this potential delay.
  • Cancellation After Ordering: If you choose not to wait for an imported item after placing your order but fail to cancel immediately (within 48 hours), and we have initiated the import process, a cancellation fee of 5% to 15% of the order value will apply. This fee covers bank charges, administrative costs, and import expenses. Note that we do not profit from refunds but aim to avoid financial loss.
2. General Return Conditions
  • Authorization Required: All returns must be pre-approved by Spy Shop SA. Contact us at info@spyshopsa.co.za to discuss your return and obtain authorization from our admin team or owner.
  • Return Window: Returns are accepted within 7 days from the date your order is dispatched, provided the item meets eligibility criteria (see below).
  • Eligibility: To qualify for a return, items must be unused, in the same condition as received, and returned in their original packaging with all accessories included.
  • Non-Returnable Items: The following are exempt from returns: perishable goods (e.g., food, flowers), intimate or sanitary items, hazardous materials, and flammable liquids or gases.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns.
3. Warranty and Defects
  • Warranty Period: All products carry a 6-month warranty against manufacturing defects unless otherwise specified in the product listing. This warranty does not cover damage due to misuse or external factors (see exclusions below).
  • Definition of Defect: A defect is defined as a material imperfection in the manufacturing process or a characteristic that renders the product inoperable as intended.
  • Faulty Product Process:
    • Returned items will be inspected and tested by Spy Shop SA or our suppliers to confirm a manufacturing defect.
    • We will notify you via email once testing is complete (typically within 3-14 business days).
    • If deemed faulty, you may choose a replacement (same or similar product), store credit, or a refund (see options below).
  • Warranty Exclusions: The warranty does not cover damage caused by:
    • Negligence, physical damage, or incorrect usage;
    • Electrical surges (e.g., load shedding);
    • Sea air corrosion, water, or moisture exposure;
    • Failure to properly maintain the product;
    • Unauthorized modifications (e.g., opening the product, removing screws, flashing firmware, or breaking warranty seals).
  • Voided Warranty: Physical damage, tampering, or use of non-approved software will void the warranty, and no refund or replacement will be offered.
4. Return Options and Fees
  • Return Shipping Address: Send returns to Spy Shop SA, Postnet Amanzimtoti, KwaZulu-Natal, 4126, South Africa.
  • Shipping Costs:
    • You are responsible for return shipping costs unless the item is confirmed faulty.
    • If faulty, we will reimburse reasonable shipping costs (up to R100) or arrange a courier at no additional cost to you.
    • For non-faulty returns (e.g., change of mind), original and return shipping costs are non-refundable.
  • Faulty Returns:
    • If confirmed faulty, we will offer a replacement (same or similar product of equal value), store credit, or a full refund, including return shipping costs.
    • No admin fee applies to faulty returns.
  • Non-Faulty Returns:
    • If the product is not faulty but you request a refund or cancellation, a minimum 10% handling fee will apply (covering admin and processing costs), plus original and return shipping costs.
    • If tested and found not faulty, return shipping to you is at your expense.
  • Physical Damage: If a returned product shows client-induced damage, the warranty is void, and return shipping costs (plus any applicable admin fees) will be your responsibility.
  • Unclaimed Returns: If return shipping costs remain unpaid for 3 months, Spy Shop SA reserves the right to repair and resell the product to recover costs incurred.
5. Refunds
  • Processing:
    • Once your return is received and inspected, we will email you to confirm receipt and the outcome of your refund request (approved or rejected).
    • Approved refunds are processed within 3 business days to your original payment method.
  • Deductions: Refunds may be subject to deductions for handling fees (10%-15%) and shipping costs (if applicable).
  • Late or Missing Refunds: If you have not received your refund within a reasonable timeframe, contact admin@spyshopsa.co.za. Processing times may vary depending on your bank. Refunds may be delayed if communication with our staff is disrespectful.
  • Non-Refundable Costs: Courier fees paid to third parties for delivery are non-refundable once an order is dispatched.
6. Exchanges
  • Faulty Items: If an item is defective or damaged, we will replace it with an identical or similar product free of charge, including shipping costs both ways. Email info@spyshopsa.co.za to initiate an exchange.
  • Shipping Time: Exchange delivery times vary by location (3-10 business days in South Africa; longer for rural areas or farms).
7. Shipping and Insurance
  • Responsibility: Spy Shop SA is not liable for items lost or damaged in transit as we use third-party couriers. We offer optional shipping insurance at checkout.
  • Insurance Recommendation: Select insurance during checkout to protect your order against loss or damage. Without insurance, we cannot replace or refund lost/damaged packages.
  • Damage Notification: Report transit damage within 7 days of receipt to info@spyshopsa.co.za with photos and details.
8. Additional Notes
  • Manufacturer Returns: Do not return items directly to our suppliers, as they do not deal with the public. All returns must go through Spy Shop SA.
  • High-Value Items: For returns over R1000, we recommend using a tracked and insured shipping service, as we cannot guarantee safe receipt by our warehouse.
9. Contact Us
For assistance with returns, refunds, or exchanges:
  • Email: admin@spyshopsa.co.za
  • Contact an agent for the delivery address (usually Postnet).
Legal Considerations
This policy aligns with South African consumer laws, such as the Consumer Protection Act (CPA), by offering a 7-day return period and addressing faulty goods. It clarifies responsibilities, limits liability where permissible, and ensures transparency on fees and processes.
We strive to ensure a fair and transparent process. Thank you for your understanding and cooperation.
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