Returns Policy

Xtreme Group wants you to be completely satisfied with your purchase. This Returns Policy explains your rights under the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") and the Consumer Protection Act 68 of 2008 ("CPA"), and how to return an item or request a refund.

1. Your 7-Day Cooling-Off Right (Online Purchases)

To exercise this right:

• Notify us in writing (email, phone or WhatsApp) within 7 days of receiving your order;
• Return the goods to us in their original condition and, where possible, original packaging;
• You are responsible for the cost of returning the goods, unless the goods are faulty or were not as described; and
• We will refund you in full within 30 days of your cancellation, using the same payment method you used to pay, unless we agree otherwise with you.

This cooling-off right does not apply to goods that have been custom-made or specially cut to your order (for example, custom-length cabling), goods that have already been installed or used, software or media that has been unsealed, or services that have already commenced with your consent (for example, a completed installation).

2. Faulty or Defective Goods (Implied Warranty of Quality)

Under Section 55 and 56 of the CPA, you have the right to return goods that are unsafe, of poor quality, or defective, within 6 months of delivery, without penalty and at our cost. Where a product fails this implied warranty of quality, you may choose to have the goods repaired, replaced, or refunded. This is in addition to, and does not affect, any manufacturer's warranty that applies to the product for a longer period.

3. Goods Not Fit for a Stated Purpose

If you told us about a specific purpose for which you needed the goods and we confirmed the goods were suitable, and they later prove unsuitable for that purpose, you may return them within 10 days of delivery for a full refund, replacement or repair, at our cost, in accordance with Section 55(3) of the CPA.

4. Goods Damaged in Transit

Please inspect your order as soon as it arrives. If goods arrive damaged, report this to us within 48 hours of delivery, together with photos of the damage and packaging where possible. We will arrange a replacement or repair at no cost to you.

5. Installed Products & Services

Once a product has been installed and commissioned by our technicians (for example, an air conditioner, heat pump, CCTV system or intercom), the cooling-off right described in Section 1 no longer applies, as installation is a service that begins with your consent. Installed products and workmanship remain covered by the applicable manufacturer's warranty and our workmanship warranty, and by the implied warranty of quality described in Section 2 above.

6. Items Excluded from Return

The following items cannot be returned unless they are faulty or defective:

• Goods that have been custom-made, custom-cut, or specially ordered for you;
• Goods that have been installed, used, or show signs of use beyond reasonable inspection; and
• Software, firmware or media that has been unsealed or activated.

7. How to Request a Return

To start a return or report a fault, please contact us with your order number and a description of the issue:

We will confirm the return process with you, including whether the item should be shipped back or collected, and provide a reference number for your return.

8. Refunds

Approved refunds are processed using your original payment method, within 30 days of us receiving and inspecting the returned goods (for cooling-off cancellations), or as soon as reasonably possible for warranty claims. Where you are responsible for return shipping costs under Section 1, these will be deducted from your refund unless otherwise agreed.

9. Questions

If you have any questions about this Returns Policy or your rights under the CPA or ECTA, please contact us using the details above, or see our Terms & Conditions and Privacy Policy for more information.