A clear process for returns, configuration faults and product warranty assessment.
The final policy must be aligned to the exact nature of the products, supplier warranties and applicable South African consumer law. Customers should be told clearly how to request a return and what information is required.
Support should first rule out configuration issues such as incorrect Wi-Fi band, missing hub, incompatible wiring arrangement, app pairing problems or unsupported loads. This reduces unnecessary returns without limiting legitimate consumer rights.
Where a product is alleged to be faulty, record the order number, serial number where applicable, fault description, photographs/video where useful and troubleshooting already completed. The final workflow must define collection, assessment, replacement, repair and refund paths.
For fixed electrical products, the business may reasonably request installation information to determine whether the fault relates to the product, wiring, connected load or installation. This must not be used to avoid rights that apply under law.