Returns & Refunds Policy

Last updated: November 2026

This policy explains how returns, exchanges and refunds work for spare parts bought from Electracorp SA (Pty) Ltd (“Electracorp”, “we”, “us”), whether you order through our web shop at electracorp.net, by WhatsApp or phone, or at one of our branches in Bethlehem, Bloemfontein or Maseru. It forms part of our Terms and Conditions. Nothing in this policy takes away any right you have under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) or any other law that cannot lawfully be excluded.

Summary

  • Wrong part sent by us? If you gave us the correct details and we supplied the wrong part, we book the collection at our cost and exchange the part or refund you.
  • Faulty or damaged part? Once we have inspected the part, you choose a repair, replacement or refund, as the law allows. The cost of returning the part to us is for your account.
  • Bought online and changed your mind? If you are an individual, you can cancel within 7 days of receiving the part. You pay the cost of returning the part to us, and handling fees may apply.
  • Other change-of-mind returns are accepted within 7 days of the invoice date, at our discretion. The part must be unused, undamaged and resalable. A handling fee of 20% applies, and all delivery and collection costs are for your account. Some returns also need our supplier’s approval.
  • Electronic parts cannot be returned once they have been fitted or installed. This covers control boards (PCBs), modules, sensors and LED boards. Unfitted electronic parts in their sealed, original packaging can be returned only with our prior approval and our supplier’s. If an electronic part is genuinely defective, or we supplied the wrong one, your legal rights still apply.
  • Special-order parts, compressors, and fitted or used parts generally cannot be returned for change of mind.
  • Return delivery costs are for your account on all returns, except wrong parts we supplied in error (we collect those). The original delivery charge is not refundable on any return.
  • Refunds are paid by EFT only, once the return has been approved. Trade and account clients receive a credit to their account instead.
  • Always contact us first. If we approve your return, we’ll give you a credit note number, which you must quote when you return the part.

Before you order: get the right part first

Many appliances that share the same model name use different parts, depending on the version, serial number or production code. Before you order, please check the model and serial-number label on your appliance, and the part number or label on the old part (especially on control boards). If you’re not sure, send our parts team a photo of the appliance label and the old part on Parts WhatsApp 082 367 8892. We’ll help you identify the correct part. Most change-of-mind returns happen because a part was ordered on a guess, and those returns cost you fees.

What can be returned, and when

1. Wrong part supplied by us, damaged in transit, or not as described

If you gave us the correct details and we sent you a different part from the one you ordered, or a part that doesn’t match its listing or description, that is our error. We will book the collection at our cost and exchange the part or refund you. If the part arrived damaged, we will replace it or refund you once we have inspected it, and the cost of returning it to us is for your account. You can reject any of these parts on delivery. Otherwise, let us know as soon as possible, ideally within 1 business day of delivery, so we can sort it out quickly. Reporting late does not cancel your rights, but it is easier for us to trace courier damage when you report it straight away.

2. Part not suitable for the purpose you told us about

If you gave us your appliance’s correct model details and we identified and supplied the part on that basis, but it turns out not to fit or not to suit that appliance, you can return it within 10 business days after delivery, as the CPA provides. Because this is our error, we will book the collection at our cost. This does not apply if the part was ordered using incorrect information that you gave us (see section 4, “Change-of-mind returns”, below).

Defective parts are covered separately under “Defective or wrong parts and warranty claims” below.

3. Online purchases: 7-day cooling-off (ECTA)

If you are an individual and bought a part through our web shop or another electronic channel (for example by email or WhatsApp), you may cancel the purchase without giving a reason within 7 days after you receive the part. This 7-day period starts on the day the part reaches you, not on the invoice date. You pay the cost of returning the part to us, and handling fees may apply (see “Fees and delivery costs”). We will confirm the amount before you send the part back. Please return the part in the condition you received it, in its original packaging. We will refund the price paid, less any handling fee, by EFT within 30 days of your cancellation. The original delivery charge is not refunded.

4. Change-of-mind returns (all other cases): 7 days from the invoice date

Outside the cases above, we are not legally required to take back a correctly supplied part, but we will try to help. You may ask to return a part within 7 days of the invoice date if you changed your mind or supplied incorrect identifying information (for example the wrong model number). If you bought online as an individual and the part reached you after the invoice date, the 7-day online cancellation in section 3 still runs from the day you received it. These returns are at our discretion and are subject to:

  • a handling fee of 20% of the part price;
  • delivery and collection costs, which are for your account;
  • return approval from our supplier, where needed; and
  • an inspection confirming that the part is unused, undamaged and in resalable condition, in its original packaging.

Parts that can’t be returned (for change of mind)

The following parts cannot be returned just because you changed your mind or ordered the wrong part. Handling or installing them can change their condition or make them impossible to resell. This does not affect your rights if the part is defective, wrongly supplied by us or misdescribed.

  • Electronic parts once fitted or installed. This includes control boards and PCBs, display and power modules, inverter boards, sensors, thermistors, LED boards and LED lights. Once one of these has been connected to an appliance, we cannot tell whether it has been damaged by a power surge, wiring or another fault in the appliance, and our suppliers won’t take it back. Unfitted electronic parts in their sealed, original packaging can be returned only with our prior approval and our supplier’s. The normal change-of-mind conditions and fees apply.
  • Special-order parts. These are parts we ordered or imported specifically for you and don’t normally keep in stock. We will tell you when a part is a special order, usually when we quote, and we may ask for a deposit or full payment before ordering (see Terms and Conditions section 14). Special orders also can’t necessarily be cancelled once we have placed them with the supplier (section 15).
  • Compressors and refrigeration-system parts.
  • Any part that has been fitted, installed or used, or that has been altered, dismantled, cut, soldered or glued.
  • Parts returned without their original packaging, or with packaging that is damaged, written on or taped, unless the packaging had to be opened to check that the part was correct.
  • Seals, adhesives and similar items that cannot be restored once removed.

Defective or wrong parts and warranty claims

Defective parts

  • New parts carry the CPA implied warranty of quality for 6 months after delivery. Some also carry an extra manufacturer or supplier warranty. A defective part can be returned within that period. The cost of returning it to us is for your account.
  • Electronic parts are included. A genuinely defective board, module or sensor is covered even after it has been fitted. The “no returns once fitted” rule only applies to change of mind and wrong orders.
  • We, or the manufacturer or supplier, may need to inspect and test the part to confirm the fault. Please do not dismantle, repair or modify the part, and do not remove labels or serial stickers.
  • We don’t charge a testing fee. The only exception is a part that has to be sent to a third party (for example the manufacturer or an outside test facility) for testing. In that case we will tell you the cost first and only send the part once you have agreed. If the test confirms that the part is defective, you won’t pay that cost.
  • The warranty does not cover damage that happened after the part left our control. Examples are incorrect installation or wiring, power surges or lightning, water or pest damage, misuse, accidental damage, or an unrelated fault in the appliance that damaged the new part. If our test shows this kind of damage, we’ll explain what we found and return the part to you.
  • If the part is defective, you choose repair, replacement or a refund of the price paid. If a part we repaired fails again with the same fault within 3 months, we will replace it or refund you.

Parts fitted by Electracorp during a repair

Parts we install during a repair are covered by the warranty required by law, plus any manufacturer or supplier warranty. Our work also carries a 3-month workmanship guarantee from the repair date for the specific repair performed. See section 11 of our Terms and Conditions for what the repair guarantee does and doesn’t cover.

Wrong part supplied by us

This applies only where you gave us the correct details and the mistake was ours. That includes a part different from the one you ordered, a part that doesn’t match its listing or description, and a part we identified from your correct model details that doesn’t fit your appliance. In these cases we will exchange the part or refund you. We book the collection at our cost, so please don’t send it back with your own courier, because we can’t reimburse your courier costs. We also pay to send you the correct part. If you choose a refund, the original delivery charge is not refunded (see “Fees and delivery costs”). If the wrong part was ordered because of incorrect information you supplied, it is treated as a change-of-mind return (see section 4).

How to return a part

  • Step 1: Contact us first. Message Parts WhatsApp on 082 367 8892, email support@electracorp.net or call 087 550 1346. Give your order or invoice number, the part, the reason for the return and photos of the part, the packaging and (for a fault) the appliance label.
  • Step 2: Get your credit note number. If the return is approved, our returns team will issue a credit note number and confirm any fees or costs that apply. You must quote this number when you return the part. Please don’t send or bring back a part without one.
  • Step 3: Pack it properly. Use the original packaging, with all accessories and documentation. Put electronic parts in their anti-static bag. Pack the part well so it isn’t damaged on the way back to us. Write the credit note number on the outside of the parcel, not on the part’s own box.
  • Step 4: Include proof of purchase. Include a copy of your invoice, receipt or web-shop order confirmation.
  • Step 5: Drop it off or courier it.
    • Branch drop-off: you can bring the part to any of our branches (Bethlehem, Bloemfontein or Maseru) during business hours, including parts ordered through our web shop. See “Contact us” below for addresses.
    • Courier: send it to Electracorp, Shop 9, Golden Acre Centre, 4 Malan Street, Bethlehem, quoting your credit note number. For all returns, including defective or damaged parts, you arrange and pay for the courier. The only exception is a wrong part we supplied in error (where you gave us the correct details). For those, we book and pay for the collection; we don’t reimburse your own courier costs. Use a tracked service, because the part remains your responsibility until we receive it.

Inspection, refunds, store credit and exchanges

  • Inspection: we will inspect returned parts within 5 business days of receiving them. Some may need to go to the supplier or manufacturer for testing, which can take longer. We’ll keep you updated.
  • Refund method: refunds are paid by EFT only, into your bank account, once the return has been approved. Refunds to customers in Lesotho are paid in Maloti (LSL). Trade and account clients receive a credit to their account instead (see “Trade and account clients”). If you prefer, we can give you store credit or exchange the part instead of a refund. For defective, wrongly supplied and cooling-off returns, the choice of a refund is yours.
  • Refund timeframe: refunds are paid within 10 business days after the return is approved. For 7-day online cancellations, the refund will be paid within 30 days of cancellation at the latest.
  • What is refunded: the price paid for the part, less any handling fee that applies and that we told you about when we approved the return. The original delivery charge is not refunded on any return. The cost of returning the part to us is for your account, except for wrong parts we supplied in error, which we collect at our cost. No handling fee is deducted for defective or wrongly supplied parts. For 7-day online cancellations, you pay the return delivery cost and handling fees may apply.
  • Exchanges: if you exchange a part for a different one, any price difference will be charged or refunded.

Fees and delivery costs

  • Parts we supplied in error (you gave us the correct details, and we sent a wrong part, a part that doesn’t match its listing, or a part that doesn’t fit the model you gave us): no handling fee. We book the collection at our cost and don’t reimburse your own courier costs.
  • Defective parts and parts damaged in transit: no handling fee. You pay the cost of returning the part to us.
  • 7-day online cancellation (individuals): you pay the cost of returning the part, and handling fees may apply.
  • Change-of-mind returns and parts ordered with incorrect information you supplied: a handling fee of 20% of the part price, plus delivery and collection costs. We will confirm the amount when we issue your credit note number.
  • Delivery and collection costs: on all returns, including defective or damaged parts and parts ordered with incorrect information you supplied, the delivery and collection costs of returning the part to us are for your account. The only exception is parts we supplied in error, which we collect at our cost.
  • Original delivery charge: not refundable on any return.

Trade and account clients

Trade and account clients follow this policy unless their account agreement says otherwise. Approved returns are credited to your account rather than refunded by EFT. Please note that some statutory consumer rights (such as the ECTA cooling-off period and some CPA rights) apply only to individuals and smaller businesses, as defined in the law.

Customers in Lesotho

We deliver parts to Lesotho, and you can return parts at our Maseru branch, including parts ordered through our web shop. On all returns from Lesotho, except wrong parts we supplied in error (which we collect at our cost), any additional costs of returning a part, such as cross-border courier charges and customs duties or clearing fees, are for your account. Refunds to customers in Lesotho are paid by EFT in Maloti (LSL). Purchases made in Lesotho may also be subject to Lesotho law, in addition to this policy.

Contact us

Electracorp SA (Pty) Ltd, registration number 2013/122555/07

Branches

  • Bethlehem: Shop 9, Golden Acre Centre, 4 Malan Street, Bethlehem. Tel. 058 303 5483
  • Bloemfontein: 67 Nelson Mandela Drive, Bloemfontein. Tel. 051 430 8176
  • Maseru (Lesotho): 215 Industrial Area, Moshoeshoe Road, opposite Build It, Maseru. Tel. +266 2232 3105

Business hours (all branches): Monday to Friday 08:00–17:00, Saturday 08:00–13:00, closed Sunday.

If you’re not happy with how we handled your return, please contact us first at support@electracorp.net or 087 550 1346 so that we can try to resolve it. You can also approach the National Consumer Commission, the Consumer Goods and Services Ombud or another applicable body.