Professional. Trustworthy. Proven.
Professional. Trustworthy. Proven.

Refund and Returns Policy

 

Refund & Returns Policy

Last Updated: 27 July 2026

Refund & Returns Policy

At Sleuth Detectives, we are committed to providing quality security products and professional investigative services. This Refund & Returns Policy explains your rights and our procedures regarding returns, exchanges, and refunds.

1. Returns for Security Products

Customers may return eligible security products, including CCTV cameras, DVRs, NVRs, accessories, and related equipment, subject to the following conditions:

  • The return request must be made within 14 days of receiving the product.

  • The product must be unused, in its original packaging, and in a resalable condition.

  • All accessories, manuals, cables, and original packaging must be included.

  • Proof of purchase is required for all returns.

Products that have been installed, damaged through misuse, altered, or are not in their original condition may not qualify for a refund or exchange.

2. Faulty or Defective Products

If a product is faulty, defective, or damaged on arrival, please notify us within 7 days of delivery.

Where applicable, we will inspect the product and may:

  • Repair the product;

  • Replace it with the same or equivalent product; or

  • Issue a refund in accordance with applicable South African consumer protection laws.

3. Non-Returnable Items

The following items cannot be returned unless they are defective:

  • Products specially ordered or customised for a customer.

  • Software, digital licences, or downloaded products.

  • Clearance or end-of-line items marked as non-returnable.

  • Products damaged through misuse, negligence, incorrect installation, or unauthorised repairs.

4. Investigative and Security Services

Sleuth Detectives also provides investigative, surveillance, consultation, and security-related services.

As these are professional services:

  • Consultation fees are non-refundable once the consultation has taken place.

  • Deposits become non-refundable once work has commenced.

  • Once investigative or surveillance work has begun, refunds will not be issued for work already completed.

  • If a project is cancelled after work has started, the client remains liable for services already rendered and any costs incurred.

5. Order Cancellations

Orders for physical products may be cancelled before dispatch.

If an order has already been shipped, it will be treated as a return and may be subject to inspection before a refund is approved.

Service bookings may only be cancelled before work has commenced.

6. Refund Process

Once we receive and inspect a returned product, we will notify you of the outcome.

If approved, refunds will be processed using the original payment method where possible.

Please allow 7–14 business days for approved refunds to reflect, depending on your payment provider.

Shipping or courier charges are generally non-refundable unless the return is due to our error or a defective product.

7. Return Shipping

Unless the return is due to a defective product, incorrect item supplied, or our error, the customer is responsible for return shipping costs.

We recommend using a tracked courier service, as we cannot accept responsibility for items lost during return shipping.

8. Contact Information

For refunds, returns, or warranty enquiries, please contact us:

Sleuth Detectives

Email: info@sleuthdetectives.co.za

Head Office:
First Bowring House
Fairview Office Park
Ring Road
Greenacres
Port Elizabeth (Gqeberha)
South Africa

9. Consumer Rights

This Refund & Returns Policy does not limit or exclude any rights you may have under the Consumer Protection Act, 68 of 2008, or any other applicable South African legislation. Where the law provides greater protection than this policy, the law will prevail.