Returns, Warranty & Delivery

Effective date: 16 July 2026

This policy applies to online orders placed with Nova Electrical Supplies (Pty) Ltd (“Nova Electrical”, “we”, “us” or “our”). It works together with South African consumer law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). Nothing in this policy limits a right or remedy that cannot lawfully be limited.

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1. How to request a return or make a claim

Email orders@novaelectrical.co.za before sending a product. Please include:

• your order or invoice number;
• the product name and SKU, if available;
• a clear description of the issue;
• photographs or a short video showing the product, packaging and any visible damage; and
• for an installed electrical product, relevant installation and fault information.

We will assess the request and provide the correct return address or courier instructions. Please do not arrive at our Pretoria office or send goods without instructions. This process helps us route the claim correctly; it does not remove any statutory right.

2. Incorrect, damaged or incomplete orders

Inspect the parcel as soon as reasonably possible. If the wrong item arrived, an item is missing, or the goods or packaging show transit damage, contact us promptly with the information above. Reporting visible damage within 48 hours helps us investigate with the courier, but a later report does not automatically remove your rights.

Where Nova Electrical supplied the incorrect product, an incomplete order or goods damaged before delivery, we will arrange the appropriate collection or return at our cost and provide a lawful remedy.

3. Faulty, unsafe or defective products

The CPA gives consumers rights to goods that are reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and usable for a reasonable time, subject to the Act.

Where section 56 of the CPA applies and goods fail to meet those standards within six months after delivery, the consumer may return the goods without penalty and at the supplier’s risk and expense. The consumer may direct the supplier to repair or replace the goods, or refund the price paid, subject to the CPA. If goods repaired under that section fail again within three months after the repair, the statutory replacement or refund remedy applies.

We may inspect or test the product to confirm the reported fault and determine the correct remedy. Inspection will not be used to delay or avoid a remedy required by law.

4. Online cooling-off rights

For an electronic transaction to which section 44 of ECTA applies, a consumer may cancel without reason and without penalty within seven days after receiving the goods. The consumer may be responsible only for the direct cost of returning the goods. Where payment was made before cancellation, the refund must be made within 30 days after cancellation.

ECTA contains exclusions to this cooling-off right. Relevant examples may include goods made to the consumer’s specifications or clearly personalised, goods that by their nature cannot be returned, goods that may deteriorate or expire rapidly, and sealed software or recordings that have been unsealed. An exclusion does not remove rights relating to defective, unsafe, misrepresented or incorrectly supplied goods.

5. Change-of-mind returns

South African law does not create a general right to return every correctly supplied product merely because a customer changed their mind. Where no statutory cooling-off or return right applies, Nova Electrical may consider a return by prior agreement.

Discretionary returns normally require the product to be unused, uninstalled, complete, in resalable condition and in its original undamaged packaging. Special-order, cut-to-length, configured or customised products may not be accepted for a discretionary return. We will disclose any reasonable return or handling cost before the return is authorised. No blanket administration fee applies.

6. Product warranties

Any additional manufacturer or supplier warranty is product-specific. Its duration and terms must be shown on the product page, quotation, invoice, packaging or manufacturer documentation. If no additional period is stated, Nova Electrical does not promise a blanket multi-year commercial warranty; statutory rights still apply.

An additional warranty may exclude damage caused by misuse, unauthorised alteration, operation outside the product specification, voltage surge, unsuitable environmental conditions, exceeding an IP rating or incorrect installation. Electrical products must be installed and tested by a suitably qualified person where the product or law requires it. These conditions apply only to the additional warranty and do not remove rights that cannot lawfully be excluded.

Removal, installation, access equipment and related labour are not included in an additional product warranty unless the written warranty says otherwise or the law requires otherwise. Replacement parts and products may be subject to supplier availability and reasonable lead times.

7. Delivery

• Delivery area: valid street addresses within South Africa.
• Collections: customer collection is not currently available.
• Charges: delivery charges are displayed during checkout or confirmed in a written quotation.
• Timing: estimates depend on payment confirmation, stock availability, supplier lead times, destination and courier operations. Same-day delivery is not promised unless expressly confirmed in writing.
• Tracking: tracking information is supplied when available from the courier.

If an item is unexpectedly unavailable or materially delayed, we will contact you with the available options. Please ensure that the delivery address, recipient name and telephone number are correct and that someone can accept the parcel. A reasonable redelivery or address-correction charge may apply where delivery fails because incorrect details were supplied or nobody was available, provided the charge is lawful and disclosed.

8. Cancellations and refunds

Contact us as soon as possible if you need to cancel an order. If the order has not been dispatched or committed as a non-cancellable special order, we will confirm the cancellation and refund due. If it has already been dispatched, the applicable return process will be followed.

Approved refunds are returned to the original payment method unless another lawful arrangement is agreed. We will process refunds as soon as reasonably possible and within any period required by law. Banks and payment providers may take additional time to reflect a processed refund.

If Nova Electrical cancels an order because stock cannot be sourced, a listing error cannot reasonably be corrected or the order cannot lawfully be fulfilled, any amount paid for the cancelled item will be refunded without an administration deduction.

9. Contact and company information

For information about how we handle personal information, read our Privacy Policy.