Returns Policy & Product Warranties



Return & Refunds

This return policy is valid for 10 days after the date of your purchase. Thereafter, we cannot accept your return.

Note that goods are to be returned unopened, in their original packaging and in a sellable condition. Proof of purchase needs to be presented should we request it.

Refunds are processed subject to a final inspection once received back in our warehouse.

Purchases made prior to any promotional offers are not refundable on the difference in value.

We unfortunately cannot accept returned products that have been ordered in specifically for you or in bulk or made specifically for you as in ‘made to order’ products, this includes the customised products



Goods correctly supplied, but incorrectly ordered or you have changed your mind:

REO will take back the goods for a full refund, less a 15% admin fee and inbound delivery costs.

Goods correctly ordered, but incorrectly supplied:

REO will collect the incorrect goods, and replace them with the correct goods. In this event the transport cost will be paid for in full by REO. Prior to a refund or replacement, goods will be inspected to ensure that they are received back in the original packaging. REO reserves the right to decline any refund or replacement of goods, if the products are not returned in the original packaging and in the original condition supplied.

Transport cost in relation to a faulty product

In this event and if the product is still within the warranty period, REO will cover the cost of the collection and replacement transport thereof, provided that the product meets our replacement criteria. If the product is faulty due to abuse, or misuse outside of its intended environment, the transport cost will be recovered from the value of the refund prior to reimbursement.


Returns Procedure

In the event of a return, our courier service provider must be able to access the products within business hours Monday to Friday 8am – 5pm. We ask that the products are securely packaged, so that it arrives back with us in the intended condition.

All returns need to be requested in writing on this email address: Please do not attempt to return any goods before speaking to us.

You may also be required to fill in a returns form provided by us in order to proceed with the returns process. Once we receive the items, we will fully refund you the amount you paid for the products less the 15% admin fee, as well as inbound delivery costs.


Product Warranties

The REO warranty policy is applicable to all products that can be purchased on

The warranty is valid for a 12 month period from date of purchase. Proof of purchase has to be supplied by the original purchaser.

Please notify us as soon as reasonably possible after you become aware of the defect by filling the contact form on our website and logging a return, or send an email to

The warranty entitles the bearer to a replacement of the same product. Should an identical product not be available REO reserves the right to replace it with a similar product at the same or higher value.

REO reserves the right to repair or replace a product with a similar product at the same or higher price, where the original product is no longer available.

The product has to be returned in the original packaging with all the added accessories and paperwork.

Return for refund, or replacement of a product, outside of a warranty will not be entertained.


Please note that the following will void any warranty claims:

Negligence – where the client or the installation electrician did not install the product as per standard installation procedures;

Misuse – where the product was not used for its intended purpose or used outside of the scope of listed technical specifications.

Visible damage – where the products are damaged after they have been received and was not notified thereof within 10 working days of receipt of products.

Modifications – where the product was amended, adjusted or tampered with in such a way that it is deemed as modified from the condition that it was originally supplied to you.

We will not refund or replace a product that the customer has bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse, failure to use in accordance with manufacturer’s instructions, using it in an abnormal way, or failure to take reasonable care.

Refunds are processed at month end and will take a few days to reflect between different banks.