Acuiri (Pty) Ltd

Returns, Faulty Items & Customer Support Policy

Version: 1.0
Effective Date: July 2026

Purpose

This document outlines the procedures followed by Acuiri (Pty) Ltd when handling customer returns, faulty products, warranty claims, and technical support.

As an online reseller of security, electrical, energy, water, plumbing, and infrastructure products, Acuiri is committed to providing professional after-sales service and first-line customer support while working closely with our authorised suppliers and manufacturers.

Acuiri acts as the customer's primary point of contact throughout the support process.

Returns Procedure

Acuiri offers customers a 30-day return period from the date of delivery, subject to the conditions below.

Customers wishing to return a product must first contact Acuiri Customer Support before sending any items back.

Customer Support

Email: info@acuiri.com

Telephone: 069 025 8302

Return Address:

744B Great Dane Street
Garsfontein
Pretoria
0042
South Africa

To initiate a return, customers must provide:

• Order number or proof of purchase

• Product details

• Reason for the return

• Photographs where applicable

Once the request has been assessed and approved, Acuiri will provide return instructions.

To qualify for a return, products must:

• Be returned within 30 days of delivery.

• Be in the same condition in which they were received.

• Be unused where applicable.

• Be returned with all original accessories, manuals, and packaging.

• Include proof of purchase.

Returns submitted without prior approval from Acuiri will not be accepted.

Unless otherwise required by law or where an incorrect or defective item has been supplied, customers are responsible for the cost of returning approved items.

The following items are not eligible for return:

• Sale items

• Gift cards

• Final sale items

Where applicable, approved returns may be subject to a 25% restocking fee, which will be deducted from the refund amount.

Approved refunds are processed to the customer's original payment method within 10 business days after the returned product has been received, inspected, and approved. Banking institutions or payment providers may require additional processing time.

Faulty Products & Warranty Claims

If a customer believes a product is faulty or has developed a fault during the warranty period, Acuiri follows the process below.

Step 1 – Initial Contact

The customer contacts Acuiri Customer Support and provides:

• Order number

• Product details

• Description of the fault

• Photographs or videos where applicable

• Serial number (where applicable)

• Installation details if relevant

Step 2 – First-Line Assessment

Our support team performs an initial assessment using manufacturer documentation and supplier guidelines.

This may include:

• Confirming installation requirements

• Verifying product configuration

• Basic troubleshooting

• Checking compatibility

• Confirming warranty eligibility

Many issues can be resolved during this stage without returning the product.

Step 3 – Supplier Escalation

If the issue cannot be resolved through first-line support, Acuiri will liaise directly with the relevant supplier or manufacturer for further assessment.

Depending on the supplier's findings, the product may be:

• Tested

• Repaired

• Replaced

• Credited

• Determined to be outside warranty conditions

Warranty claims are handled in accordance with the manufacturer's warranty terms and conditions.

Acuiri remains the customer's primary point of contact throughout the process.

Technical Support

Acuiri provides first-line technical support for all products sold.

Support includes:

• Product information and specifications

• Product selection assistance

• Basic installation guidance using manufacturer documentation

• Product compatibility advice

• Troubleshooting assistance

• Warranty guidance

• Assistance with replacement parts where available

• Escalation to suppliers or manufacturers when required

Where specialist technical assistance is required, Acuiri works directly with the supplier or manufacturer on the customer's behalf to ensure an efficient resolution.

Customer Communication

Clear communication is an important part of Acuiri's customer service process.

Customers receive updates throughout the support process regarding:

• Return requests

• Warranty claims

• Supplier assessments

• Repairs

• Replacements

• Credits or refunds

Our goal is to acknowledge customer enquiries within one business day and provide regular progress updates until the matter has been resolved.

Escalation Procedure

Where first-line troubleshooting does not resolve the issue, Acuiri escalates the matter directly to the relevant supplier or manufacturer.

This may include:

• Technical diagnostics

• Warranty verification

• Repair authorisation

• Replacement approval

• Credit authorisation

Throughout this process, Acuiri continues to manage communication with the customer, ensuring a single point of contact from start to finish.

Commitment to Customer Service

Acuiri (Pty) Ltd is committed to providing reliable service before, during, and after every sale.

We strive to:

• Respond promptly to customer enquiries.

• Provide knowledgeable first-line technical support.

• Process returns fairly and efficiently.

• Manage warranty claims professionally.

• Work closely with our suppliers and manufacturers to achieve timely resolutions.

• Deliver a high standard of customer care and after-sales support.

Our objective is to ensure that every customer receives clear communication, dependable assistance, and a positive ownership experience throughout the lifecycle of their purchase.