Returns, Exchanges, Warranty and Refunds Policy

Last updated: 20 October 2026

This policy explains your rights when you buy from Electronics Lounge (Xen Hilpert trading as Electronics Lounge, a sole proprietor) through https://www.electronicslounge.co.za. It works alongside your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this policy limits those rights.

Delivery times and how we fulfil orders are set out in our Shipping Policy. Orders are fulfilled by our dropshipping partner from China; Electronics Lounge remains the seller responsible for your consumer rights, including the CPA warranty.

1. Changed your mind? Seven-day cooling-off (ECTA s44)

Because you bought online, you can cancel your order without giving a reason and without penalty within 7 days after you receive the goods.

• Tell us within those 7 days at info@electronicslounge.com, with your order number.
• Return the item in its original condition and packaging, with all accessories, cables, chargers, manuals, remote controls, batteries and free gifts that came with it. You may unpack and inspect it, and switch it on to check that it works, as you would in a shop.
• Please remove your accounts, passwords, pairings and personal data (for example, sign out of apps, unpair Bluetooth devices and do a factory reset where the device allows it) and remove any memory cards or SIM cards before returning it. We're not responsible for data left on a returned device.
• The only charge you pay is the direct cost of returning the goods to the South African return address we give you. We do not charge a restocking fee. Do not ship returns to China unless we expressly ask you to for a specific case.
• We refund the full amount you paid, including the original delivery fee, within 30 days of your cancellation, to the payment method you used.

Items excluded from cooling-off (ECTA s42(2)). Cooling-off does not apply to goods that can't be returned because of their nature (for example for hygiene reasons), to goods made or personalised to your specifications, or to software or digital content you've unsealed or activated. This includes:

• In-ear earbuds, earphones and other in-ear or personal-care devices (for example sleep earbuds, nasal inhalers, shavers, trimmers and toothbrush heads) once the hygiene seal or protective film has been removed, for hygiene reasons.
• Personalised items, for example engraved or custom-printed products.
• Software, licence keys, gift cards and digital downloads once unsealed, revealed or activated.
• Consumables that have been used, for example replacement filters, cartridges, refills and disposable batteries.
• Items that come back damaged by you, with missing parts or accessories, or with signs of use beyond normal testing (scratches, dents, liquid exposure, opened casings).

These exclusions never apply to defective goods. Section 3 below still protects you.

2. Exchanges (different model, colour or version)

We want you to get the right product for your device.

• You can ask to exchange for a different model, colour, size or connector type within 14 days of delivery (for example USB-C instead of Lightning), subject to stock.
• Items must be unused (other than testing), undamaged and complete, in the original packaging with all accessories, cables and manuals, and with your personal data removed.
• Please check compatibility (device model, connector, voltage and plug type) on the product page before you buy. If something is listed as compatible with your device and it isn't, that's covered as "not as described" under section 3, at our cost.
• Delivery on exchanges: you pay to send the item back to the South African address we give you; we pay to send the replacement (which ships from China on the normal delivery timeline in our Shipping Policy).
• If the item you want is out of stock, we'll refund you instead.
• Replacement items follow the same China fulfilment and delivery times as a new order (see Shipping Policy).

3. Defective goods: six-month warranty (CPA s55 and s56)

Every item you buy comes with the CPA's implied warranty of quality. If, within six months of delivery, an item turns out to be defective, unsafe, not fit for its normal purpose, or not as described (including "dead on arrival" items that don't switch on or charge), you can return it at our cost and choose a repair, a replacement or a full refund.

• If we repair it and the same problem (or a new one) shows up within 3 months of the repair, we'll replace it or refund you.
• Where a product page or the packaging offers a longer manufacturer or supplier warranty, that warranty is in addition to your CPA rights, not instead of them.
• Batteries: built-in and supplied rechargeable batteries are covered for defects (for example a battery that won't hold a charge, swells or overheats in normal use) within the six months. Gradual loss of battery capacity through normal charging and use is wear and tear, not a defect. Stop using any battery that is swollen, leaking, hot or damaged, and contact us; don't post it until we give you safe-shipping instructions, because damaged lithium batteries can't go in normal mail.
• The warranty doesn't cover normal wear and tear, misuse, accidents, drops, liquid or water damage (beyond any water-resistance rating stated on the product page), power surges, failing to follow the instructions, opening or repairing the device yourself, or using chargers, adapters or power sources that don't match the item's rated voltage. Examples: cracked screens from drops, frayed cables from bending, burn damage from a wrong-voltage or faulty adapter.
• Plugs and adapters: if a mains-powered item came with a plug that isn't a South African plug and the product page told you so, needing an adapter is not a defect. Use a good-quality, correctly rated South African adapter. If we told you it had a South African plug and it doesn't, that's "not as described".
• Back up your data before returning a device for repair or replacement. We may need to reset it, and we're not responsible for lost data.
• Hygiene, personalisation and condition exclusions in sections 1 and 2 never stop you returning an item that is defective.
• For defective returns we arrange collection or the return shipping at our cost. We will give you clear instructions; you will not be asked to pay to ship a defective item to China.

4. Wrong or damaged item delivered (CPA s19 and s20)

If we send the wrong item, the wrong quantity, the wrong plug or connector type, or a damaged item, contact us within 7 days of delivery with photos (and a short video if a device doesn't work). We'll arrange return or collection at our cost and send the right item or refund you in full. You may also reject goods that don't match the description or sample.

5. How to return an item

1. Email info@electronicslounge.com or WhatsApp +27 79 511 2020 with your order number, the item(s) and the reason (cooling-off, exchange or defect). For defects, photos or a short video showing the fault help us resolve it faster, and we may first suggest simple troubleshooting (for example a reset or a different cable).
2. We'll acknowledge your return request within 2 to 5 business days, with a return reference and instructions.
3. Returns are coordinated through Electronics Lounge (Xen Hilpert) at info@electronicslounge.com or WhatsApp +27 79 511 2020. Please don't send anything back until we've replied. We'll give you a return address in South Africa for your item. Pack the item securely, in its original box if you have it, with all accessories and the return reference, and use a trackable service. Until we receive the item, you are responsible for it unless we arranged the collection.
4. We inspect and test returns within 5 to 7 business days of receiving them and confirm the outcome by email.

We aim to fully resolve your return within 7 to 14 business days of receiving the item. This doesn't change your legal rights: if you cancel within the cooling-off period, your refund is still paid within 30 days of your cancellation (ECTA s44(3)), as set out in section 6.

Important: because orders ship from China, returning an item to China yourself is not required and is not our normal process for cooling-off or exchanges. Always wait for the South African return address we send you.

6. Refunds

• Refunds go to the original payment method. Card refunds can take 5 to 10 business days to show, depending on your bank. EFT refunds need your bank details, which we delete once the refund is paid.
• Cooling-off refunds are paid within 30 days of cancellation (ECTA s44(3)).
• We don't offer store credit in place of a refund you're legally entitled to. Credit is only an option if you choose it.
• Gift purchases: refunds are paid to the original buyer, to the payment method they used.
• Items bought on sale or with a discount code are refunded at the price you actually paid.

7. Complaints

If we can't resolve a problem, you can contact the Consumer Goods and Services Ombud (CGSO): 0860 000 272, info@cgso.org.za, www.cgso.org.za. You can also contact the National Consumer Commission.

8. Contact

Electronics Lounge (Xen Hilpert trading as Electronics Lounge) · info@electronicslounge.com · WhatsApp +27 79 511 2020 · 15a Kivido Street, Station Hill, Port Alfred, 6170