Overview

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Returns & Refunds Policy

1. Scope
   This policy applies to purchases of hardware devices (cameras, gateways, accessories) and software subscriptions (Digital Shield Wall SaaS) bought directly from [Innovative networking and communications Solutions] via our website or sales team. Different rules apply for third‑party resellers—please contact your reseller for their returns process.
2. 7‑day Change of Mind (Hardware only)

• If you change your mind, you may return unopened, unused hardware within 7 calendar days of delivery for a full refund, provided the item is in its original packaging and in resalable condition.
• Return shipping costs are the customer’s responsibility unless the return is due to our error.
• To initiate a return, contact sales@inacs.co.za within 7 days with your order number and reason for return. We will provide an RMA (Return Merchandise Authorization) and instructions.

3. Faulty or Damaged Items (Hardware)

• If hardware arrives damaged or develops a manufacturing fault within 14 days of delivery, we will replace or repair the item at no charge, or offer a full refund if repair/replacement is not possible.
• Report damaged or faulty items to sales@inacs.co.za within 14 days with photos and a description. We may request the item be returned for inspection using a pre‑paid return label.

4. Manufacturer Warranty (Hardware)

• Hardware includes a manufacturer warranty of 12 months from the date of delivery, covering manufacturing defects but not damage caused by misuse, unauthorised modifications, or normal wear and tear.
• Warranty repairs may take up to 30 business days depending on parts availability. We will provide updates during the process.

5. SaaS Subscriptions and Digital Services

• Subscriptions begin on the date specified in your order. Monthly subscriptions can be cancelled at any time; cancellations take effect at the end of the current paid period. No partial refunds are provided for unused days within a billing period.
• Annual subscription refunds: we offer a pro‑rated refund for unused months if cancelled within 30 days of purchase and no implementation services have been delivered. No refunds after 30 days or after significant implementation/customisation work has begun.
• Trial accounts: Free trials expire automatically. No billing occurs until you activate a paid subscription.

6. Implementation and Professional Services

• Fees for one‑time implementation, customisation, training or integration services are non‑refundable once work has commenced. We will provide an itemised statement of work and require customer approval before starting.

7. Returns Process

• Contact Sales@inacs.co.za to request a return or report a fault. Include your order number, product details, and photos if applicable.
• Do not return items without an RMA—unauthorised returns may be refused.
• Refunds are processed within 14 business days of receiving and inspecting the returned item. Refunds are issued to the original payment method.

8. Shipping Costs and Risk

• Responsibility for shipment risk remains with the buyer until delivery confirmation. For returns, the item must be securely packaged; we are not responsible for damage in transit if the item is returned without appropriate packaging.
• We may deduct reasonable shipping and handling costs from the refund for change-of-mind returns.

9. Exceptions and Non‑returnable Items

• Non‑returnable: opened software licences, single‑use consumables, personalised/customised hardware, and items damaged by customer misuse.
• If an item is found to be non‑faulty upon inspection, we will notify you and may charge a return shipping fee.

10. POPIA and Data Removal

• Before returning devices, remove all personal and client data. We are not responsible for data left on returned devices. We can assist with secure wiping for an additional fee.

11. Dispute Resolution

• If you are not satisfied with our resolution, contact sales@inacs.co.za We aim to resolve disputes within 15 business days. You may also refer disputes to the Consumer Goods and Services Ombud or relevant South African dispute resolution bodies.

12. Changes to This Policy

• We may update this policy from time to time. The latest version is available on our website and applies to purchases made after its effective date.

Contact
For returns, faults or warranty enquiries: sales@inacs.co.za
For complaints: admin@inacs.co.za
Phone: +27 78 477 8976
Business hours: Mon–Fri, 08:00–17:00 SAST

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