Returns & Refunds

Start a return or refund request

Contact ACR at admin@acraircon.co.za or 063 168 9164 with the order details, the reason for the request and photographs where damage or incorrect supply is involved. Do not send equipment to a supplier or an unconfirmed address. ACR will confirm the practical return or inspection arrangement.

Unused physical products

Unused standard equipment may be considered for return when it is complete, undamaged and in its original packaging.

Where the Electronic Communications and Transactions Act cooling-off right applies, goods may be cancelled within seven days after receipt and services may be cancelled within seven days after conclusion of the agreement. Cancellation is without reason or penalty, except that the direct cost of returning goods may be charged. Where payment has already been made, the statutory refund must be processed within 30 days of cancellation.

This cooling-off right is subject to statutory exclusions, including, where applicable, customised or personalised goods and services begun with the consumer’s consent before expiry of the cooling-off period. Other unwanted-item returns require ACR approval and may be affected by supplier return conditions and reasonable handling costs.

Incorrect, damaged or defective goods

Inspect packaging and equipment on delivery or collection and report visible damage, missing parts or incorrect goods as soon as reasonably possible. Keep the packaging and do not install visibly damaged or incorrect equipment before ACR responds.

South African consumers have statutory remedies for goods that are unsafe, defective or not of the quality required by law. Where the Consumer Protection Act applies, its six-month implied warranty and available repair, replacement or refund remedies are not limited by this policy.

Installed equipment

Installation changes the condition of equipment and may require diagnosis before the correct remedy is known. Installed equipment is not treated as an ordinary unused return, but installation does not remove statutory rights for defective, incorrectly supplied or misrepresented goods. ACR may need to inspect the unit, installation and site conditions and may coordinate a manufacturer or supplier assessment.

Services already performed

A completed installation, call-out, fault-finding visit or service cannot ordinarily be returned as an unused product. If the service was not performed with reasonable care and skill or did not match the authorised scope, contact ACR so the work can be assessed and an appropriate lawful remedy arranged.

Special-order and project equipment

Specially sourced, project-specific or made-to-order equipment may not be suitable for an unwanted-item return. A reasonable cancellation charge may apply where legally permitted and supported by costs already incurred. This does not remove rights relating to incorrect, defective or misrepresented goods.

Refund timing and method

Approved refunds are made to the original payment method where practical after the returned goods or cancellation have been validated. Bank or payment-provider processing times can apply. ACR will explain any lawful deduction before finalising the refund.

Warranty claims are handled under Warranty and may require diagnosis rather than an immediate return.