Politique de remboursement

Return and Refund Policy

Updated: 16-02-2025

Duration:

·        Due to the nature of this industry (Surveillance and Counter Surveillance) we have a 7-day and a 3-day in-store purchase return policy, which means you have 7 days for purchase made online after receiving your item or 3 days for purchase made in-store after collecting your item to request a return.

Eligibility:

• To be eligible for a return, items must be in the same condition that you received them: unworn or unused, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase. 

Refunds:

·       Investigation Equipment: Due to the nature of our industry and given the types of products which we supply, WE DO NOT OFFER REFUNDS under any circumstances. Based on our experience In many circumstances the purchaser of a Surveillance or Counter Surveillance equipment may use and fulfil his/her mission or complete an investigation within one (1) hour or more, depending on cases. Therefore, the item may no longer be needed by the purchaser who will attempt to return it under various pretenses for a refund, hence our strict policy of No refund whatsoever on any of these investigation equipment.

• 'Change of mind' (e.g., ordered by mistake) are subject to our strict no refund policy. Unaproved Return shipping costs handled by the buyer will also not be refunded.

·       Services: We do not offer refunds on services rendered. This includes the time spent on said services.

·       Deposits on item orders: Non-refundable deposits can be transferred towards future products, if no order was made after payment.

·       Deposits on services: Non-refundable deposits can be transferred towards future services if no service was rendered after payment and a project had not yet begun.

Refund Exceptions:

·        In the rare and exceptional event, after all doubts have been dispelled and in a case of professional or PIs (Private Investigators) who are knowledgeable on the use of these equipment, any item needing to be refunded for unforeseen reasons, a 25% deduction will be made towards bank charges, administration and restocking. Items must be in the same condition you received them: unworn, unused, with tags, and in the original packaging.

• Damaged or Faulty Items: We offer a full refund if the product is damaged or faulty upon delivery or in-store collection of the item.
• Incorrect Product Delivered/Supplied: We will re-send the correct product at our costs and cover the cost of returning items. A refund can also be made provided
• Order Not Received: We offer a full refund if you did not receive your order.
• Missing Items: We offer a full refund for any missing item or component from your order, or we can send the missing components.
• Misdescription: If the product differs from its description, contact us within 24 days of delivery or in-store collection for either an exhange with correct item to be sent or under exceptional circumstances a refunds.

Exchanges:

• We will exchange non-working items for the same item or a different item with the same value, provided the original is returned and a new purchase is made. Please take care in choosing your item or let us know and we can assist you in making the right purchase for your needs.

Returns:

• Notification: We will inform you once we’ve received and inspected your return.
• Approval: If the refund is approved, it will be processed to your original payment method. Transaction times may vary based on your bank or card issuer.

Damages and Issues:

For online purchases: Inspect your order upon arrival and report any issues within 24 hours of delivery for defective, damaged, or incorrect items. We aim to resolve such issues promptly.

• For in-store purchases: Inspect or test your purchase before leaving the store and notify any issues with the sales/support person of any defect, damage or incorrectness on items. We will resolve such issues immediately.

Non-Returnable Items:

• Non-Returnable: Custom products, personal wearable items/body worn such as caps, watches, glasses, etc., hazardous materials, flammable liquids or gases, and spare parts installed in devices.
• Sale Items and Gift Cards: Sales items and gift cards are non-returnable. Items must be unopened and in original packaging to qualify for a return if approved.

Initiating a Return:

• Start Your Return: Email spyshop@mweb.co.za or info@spyshop.co.za to lodge your return request.
• Process: Include your order number, reason for return, and as much detail as possible to speed up the return/replacement process.
• Return Approval: If your return is accepted, we’ll provide the return address. Items returned without a prior request will not be accepted.

Cancellation:

• Process: Email your cancellation request.
• Timing: Cancellations are only possible before the order has shipped. Once shipped, cancellation cannot occur.

·        Post-Shipment Cancellation: Involves up to a 15% restocking fee, and the buyer must return the item(s) at own cost. Items must be in the same condition you received them: unopen, unworn, unused, with tags, and in the original unopened packaging.

Warranty

·        All of our products carry a  2-month repair warranty with the exception of modified products and their attachments such as camera lens extensions. If an item cannot be repaired, it will be replaced. Faulty items can be exchanged for the same item within 7 days of purchase, if that item is not in stock it will be ordered for you.

Contact:

• For any return queries, email spyshop@mweb.co.za or info@spyshop.co.za