Refund policy

Last updated: October 29, 2025

At SMeter (Pty) Ltd (“SMeter”, “we”, “us”, “our”), we aim to ensure your satisfaction with your purchase of water or electricity meters. Below are the terms for returns, exchanges and refunds.

1. Scope

This policy applies to goods purchased from our website and online store. It is separate from any manufacturer’s warranty or supplier guarantee, and does not limit your statutory rights under the CPA. In case of conflict, the statutory rights prevail.

2. Return or Exchange by Customer Request

  • Return period: We accept returns or exchanges of new, unused products within 7 calendar days of your receipt of the goods, provided all other conditions below are met.

    • Please note: Under the CPA there is no automatic right of return just because you changed your mind unless one of the statutory grounds applies (e.g., direct marketing, incorrect specification).

  • Condition of goods: To qualify for a return or exchange under this section:

    • The product must be unused, in its original packaging, complete with all accessories, manuals, labels and documentation.

    • The product must be in a resaleable condition.

    • You must include proof of purchase (order number, receipt).

  • Handling fee: If you return a product for your own convenience (i.e., not because it’s faulty, defective, or mis-described), SMeter reserves the right to charge a handling or restocking fee of up to 10% of the product’s quoted price.

  • Shipping costs:

    • If the return is due to our error (e.g., incorrect product shipped) or the product is faulty/defective, SMeter will cover the cost of return shipping.

    • If the return is for other reasons (e.g., change of mind), you are responsible for return shipping.

  • Refund method & timing: Approved refunds will be processed via the original payment method within 7-10 business days after SMeter has received and inspected the returned goods. Exchanges will be processed once the returned item is accepted.

3. Statutory Rights under the CPA – Faulty, Unsafe or Mis-described Goods

  • Under section 56 of the CPA, all goods supplied to a consumer carry an implied warranty of quality — they must be reasonably suitable for their intended purpose, free of defects, of good quality, durable and safe.

  • If a product is faulty, unsafe or does not match the description/specification, you may request a repair, replacement or full refund (your choice) within six months of delivery. The Supplier (us) must bear the cost of return/collection in these cases.

  • If you notified us that you required a product for a particular purpose, and we advised it would serve that purpose, you may return the goods within 10 business days if they do not meet that purpose.

  • For goods purchased as a result of direct marketing, you may cancel and receive a refund within 5 business days after delivery.

  • Note: These statutory rights cannot be waived or reduced by our policy.

4. Non-Returnable / Non-Refundable Conditions

  • Products that have been installed, tampered with, altered, damaged due to misuse, or otherwise not in the condition as supplied cannot be returned under the consumer’s change-of-mind return.

  • Custom-made or manufactured-to-order goods may have specific terms; if manufacturing has commenced under a Purchase Order as per our supplier agreement, a partial deposit may be non-refundable (in line with our terms).

  • The handling fee (under Section 2) does not apply in statutory fault/defect cases where a full refund or replacement is required (see Section 3).

  • We may refuse a return if it is outside the applicable time‐periods or the product is not in the required condition.

5. Procedure to Request a Return or Refund

  • Contact us via email: sales@smeter.co.za with your order number, date of purchase, reason for return/exchange and photos where applicable (for faults/defects).

  • We will review your request and, if approved, issue a Return Authorisation (RA) and provide instructions for delivery of the goods back to us.

  • Once we receive and inspect the returned goods, we will notify you of acceptance or otherwise, then process the applicable refund/exchange.

  • For faulty or mis-described goods, we may arrange collection at our cost or ask for the item to be shipped and will reimburse return shipping.

6. Warranty & Supplier Agreement

  • Our supply of goods is made under our reseller/supplier agreement; where applicable, warranty claims may be handled by the supplier under that agreement.

  • Nothing in this Policy limits your statutory rights or any additional warranty provided by the supplier or manufacturer.

7. Changes to this Policy

We may update this Refund & Returns Policy from time to time. The version published on our website with the date above is the current version. We encourage you to check this policy each time you purchase.

8. Contact Details

If you have any queries or wish to exercise your rights under this policy, please contact:
SMeter (Pty) Ltd
Address: 4 13th Avenue, Boston, Bellville, Cape Town, Western Cape, 7530, South Africa
Email: sales@smeter.co.za
Telephone: (+27) 071 257 0288