Our Returns Policy:

We want you to be satisfied with every purchase you make, so our Returns Policy and process should give you great peace of mind. This policy forms part of the our Terms and Conditions & we are committed to operating in line with the Consumer Protection Act and all policies are subject to the applicable law.

If you have any questions, please contact us on 078 816 2795 or email us on: info@instacam.co.za

Returns Process

• Simply send an email to our Customer Support with UID (QR Code), model & short description of the problem faced to: support@instacam.co.za
• Customer Support will respond within 3 to 5 working days & then request customer to perform some basic troubleshooting steps to confirm if item is defective or not & before the unit is returned & a warranty claim initiated.
• Basic troubleshooting steps  are extremely important in order to avoid unnecessary delivery, collection, handling & processing charges as most times, remote & basic troubleshooting resolves product issues which may include factory resets, firmware upgrades & so on.
• After basic troubleshooting has confirmed that the item is defective, customer will receive a final assessment from an approved Instacam or manufacturer product specialist who will then request the customer to return the defective unit to Instacam South Africa at its registered business address: 2 Brechin Place, Montrose, Pietermaritzburg, 3201
• Customer is responsible for preparing item for return & must ensure to package the item securely & in its original packaging with all attachments, accessories & documentation that were included (The customer is responsible for coordinating & paying for the delivery of the returned unit back to us & is responsible for any associated costs unless unit was returned within 14 days of delivery or collection of the item & Instacam is responsible for coordinating & paying for all delivery, collection, processing & handling costs that are incurred when handling the repair, replacement or refund)
• Returning the defective unit to Instacam is a critical step as a final inspection needs to be completed to ensure that there is no deliberate or accidental physical damage, tampering, misuse or abuse of the returned unit. Customer will receive outcome of claim & final confirmation on whether item qualifies for a repair, replacement or refund within 5 to 10 working days of us receiving unit.

Return Fees

Approved return requests for items purchased more than 14 days ago (returned under the 14-Day Returns Policy) or items returned before & after 6 months might incur collection, delivery and processing fees & is highly dependent on basic troubleshooting steps & final inspection of goods upon return to us.

Returns Policy Within 14 Days of Goods Delivery

If an item you have purchased isn't what you had in mind or for any reason does not meet your needs or expectations, we give you 14 days to return the item for a refund, provided:

• It is in resalable condition & in its original packaging and condition, including all attachments, accessories and documentation.
• It is unused & free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals.
• Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges.
• Warranty or security seal is still intact and not tampered with

If an item was supplied correctly but customer changes their mind within the 14 day period, then customer qualifies for refund but is liable for any collection, delivery, processing & handling fees.

If an item was supplied incorrectly or becomes defective within the 14 day period, then customer qualifies for refund but we are liable for any collection, delivery, processing & handling fees.

In line with the CPA a handling fee of up to 15% of the value of the product may be charged when the product/packaging is not returned in its original purchase condition

If you elect a refund, then promotional free or bundled items that were part of the purchase must also be returned.

Products may be returned to Instacam South Africa at its registered business address: 2 Brechin Place, Montrose, Pietermaritzburg, 3201.

Returns Policy Within 6 Months of Goods Delivery & After 14 Days of Goods Delivery

Returns and exchange requests for items purchased more than 14 days ago might incur collection, delivery and processing fees. However, goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at no cost to the customer, except for paying the delivery charges to return defective item back to us and the new replacements will be shipped to you via our preferred courier with delivery charges borne by us as the supplier.

If an item you purchased arrives broken, is faulty or isn't what you had in mind, we're here to help, subject to the below terms.

When a repair, replacement or refund is requested due to the product not performing as it should, we will always offer the customer support & assist with some basic troubleshooting before the unit is returned & a warranty claim initiated.

If the customer refuses to cooperate with us & does not respond with basic information on the issue or at least attempts a few basic troubleshooting steps to try to resolve the issue, then we are unable to provide any further support remotely or offer a repair, replacement or refund until basic troubleshooting has been attempted & completed.

Please note that it may not be possible to determine remotely whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired, replaced or refunded.

Accordingly, Instacam South Africa reserve the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to repairing, replacing or refunding and to provide you with feedback within 5 to 10 days of receipt of the returned goods.

In line with the CPA a handling fee of up to 15% of the value of the product may be charged when the product/packaging is not returned in its original purchase condition

If you elect a refund, then promotional free or bundled items that were part of the purchase must also be returned.

Products may be returned to Instacam South Africa at its registered business address: 2 Brechin Place, Montrose, Pietermaritzburg, 3201.

Returns Policy 6 Months After Goods Delivery & Within Manufacturer's Warranties

Returns and exchange requests for items purchased more than 6 months ago & still within manufacturer warranty might incur collection, delivery and processing fees. Customer must pay for the delivery charges to return defective item back to us and the new replacements will be shipped to you via our preferred courier with delivery charges borne by us as the supplier.

When a repair, replacement or refund is requested due to the product not performing as it should, we will always offer the customer support & assist with some basic troubleshooting before the unit is returned & a warranty claim initiated.

If the customer refuses to cooperate with us & does not respond with basic information on the issue or at least attempts a few basic troubleshooting steps to try to resolve the issue, then we are unable to provide any further support remotely or offer a repair, replacement or refund until basic troubleshooting has been attempted & completed.

Please note that it may not be possible to determine remotely whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired, replaced or refunded.

Accordingly, Instacam South Africa reserve the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to repairing, replacing or refunding and to provide you with feedback within 5 to 10 days of receipt of the returned goods.

In line with the CPA a handling fee of up to 15% of the value of the product may be charged when the product/packaging is not returned in its original purchase condition

If you elect a refund, then promotional free or bundled items that were part of the purchase must also be returned.

Products may be returned to Instacam South Africa at its registered business address: 2 Brechin Place, Montrose, Pietermaritzburg, 3201

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Instacam will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace.

If the goods become defective once the manufacturer’s warranty has expired, Instacam can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first. Should an item be damaged or defective, please contact Instacam South Africa via email on: support@instacam.co.za

Repairs and Warranties

1) Warranty Period

Instacam South Africa provides warranty service and official customer support, which only apply to new products purchased from their official website: https://instacam.co.za

We provide 2 years’ limited warranty for new Products (IP Camera/NVR System/Accessories) purchased from Instacam South Africa.

Replacement Unit: Warranty continues from the original date of purchase and will be extended for the number of whole days that the product has been out of the buyer’s hands for warranty repairs.

For new products, register your product within 2 years of purchase via mobile app and you will receive 6-month extended warranty over & above the standard 2-year warranty.

Warranty starts on your invoice date.If you have purchased a Product which is defective within its warranty period, please notify us as soon as reasonably possible via email on: support@instacam.co.za after you become aware of the defect. Please take proper note of any terms or instructions that accompany your goods.

2. Warranty Forfeiture

Warranty is void in the following situations: (a) Products are marked as “sample” or “Not for Sale”, or sold “AS IS” or sent to you as “prototype”; (b) Products are purchased from unauthorized distributors or resellers; (c) Trade-marks, serial tags, product stickers have been removed, altered or tampered with; (d) Products are dismantled, mishandled, improperly used or defaced; (e) Abuse firmware upgrade without the authorized technician’s guidance; (f) Damage has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the period of warranty; (g) Products are damaged due to improper working environment or operation, such as improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using wrong power adapter, etc; (h) Products are damaged due to the violation of direction on safe battery handling and usage; (i) Warranty, refund or replacement are not available for products you have received or will receive in Play & Say feedback program; (j) Warranty is for the original purchaser only and is not transferable.

3. Limitation of Damages From a Third Party

Instacam South Africa is not responsible for other extra warranty or commitment promised by resellers, agents, distributors or any other third parties. If they promised you some extra commitment or warranty, please ask for written documents to protect your rights and interests.

In addition to the above warranty forfeiture, in no event will Instacam South Africa be responsible for any consequential, incidental, exemplary, or special damages, including any damages for lost data or lost profiles, arising from or relating to this limited warranty or the product, and Instacam South Africa’s total cumulative liability arising from or related to this limited warranty or the product will not exceed the amount actually paid for the product by you.

If the Reolink product that you have purchased from the third-party stores or vendors does not function to your satisfaction or does not apply to your installation, please contact the third-party store or vendor where the product was originally purchased for the return and refund policy. All the return and refund processes related to the Reolink products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors. Please refer to the return and refund policy of the original store or vendor that you purchased your Reolink product for specific information. Instacam South Africa is not responsible for their refund and return.

Manufacturers’ Warranties Conditions

The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

• Damage caused by lightning or power surges

• Damage caused by misuse or abuse to the goods

• Goods used for a purpose other than the purpose for which they were manufactured

• Goods used contrary to their instruction manuals

• Accidental damage

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our general support email channel at support@instacam.co.za or by direct mail at:

PCFX Online / Instacam South Africa

[Re: Privacy Compliance Officer]

2 Brechin Place, Montrose, Pietermaritzburg, KwaZulu-Natal, ZA 3201