Warranty & Product Support

WARRANTY & PRODUCT SUPPORT

If a product develops a fault, contact CtrlHaus at hello@ctrlhaus.co.za. Please include your order number, the product name, a clear description of the problem and photographs or video where useful. We will confirm the troubleshooting and return steps that apply to your product.

HOW WE HANDLE FAULTS

CtrlHaus provides first-line troubleshooting and fault assessment locally wherever practical. Depending on the product and the type of fault, we may:

  • Guide you through basic troubleshooting.

  • Request photographs, video, serial numbers or other information needed to confirm the fault.

  • Ask you to return the faulty product or, where practical, only the affected component.

  • Arrange further assessment, repair, replacement or refund where applicable.

  • Communicate with the manufacturer, distributor or supplier on your behalf.

Please do not return a product before contacting us and receiving return instructions.

YOUR RIGHTS UNDER SOUTH AFRICAN LAW

Products supplied by CtrlHaus must comply with the quality standards and consumer protections provided by applicable South African law, including the Consumer Protection Act.

If a product is unsafe, defective or fails to meet the applicable quality standards within six months after delivery, you may return it without penalty and may be entitled to choose a repair, replacement or refund, as provided by law.

If a product is repaired and the same defect is not successfully remedied, or another defect is discovered within three months after the repair, the further remedies provided by the Consumer Protection Act will apply.

Nothing on this page limits or replaces any rights you may have under applicable South African consumer law.

MANUFACTURER AND SUPPLIER WARRANTIES

Some products include an additional manufacturer, distributor or supplier warranty. The duration and terms of this additional warranty vary by product and brand.

Where an additional warranty applies, we will explain the relevant process and assist with the claim. After the statutory warranty period, a claim may be subject to the applicable manufacturer or supplier terms, assessment requirements and available remedies.

An additional supplier or manufacturer warranty does not reduce your statutory consumer rights.

ASSESSMENT AND TURNAROUND TIMES

We aim to handle warranty matters as clearly and efficiently as possible. The time required depends on the product, the nature of the fault, whether parts are available and whether assessment by a distributor or manufacturer is required.

Special-order products or products requiring external technical assessment may take longer. We will keep you informed and will not promise a repair or replacement timeframe until the required assessment has been completed.

WHAT MAY NOT BE COVERED

Warranty protection may not apply where a problem results from:

  • Accidental, impact, liquid or physical damage occurring after delivery.

  • Misuse, neglect or use contrary to the product instructions.

  • Incorrect installation or use with incompatible equipment or power supplies.

  • Unauthorised modification, disassembly or repair.

  • Normal wear and tear or the ordinary deterioration of consumable components.

  • Cosmetic damage that does not affect the operation of the product and was not present when it was delivered.

Each claim will be assessed according to its circumstances and applicable law. We will not classify a product as customer-damaged without a reasonable basis.

WHAT TO SEND US

When reporting a fault, please provide:

  • Your order number.

  • The product name.

  • A description of the problem and when it started.

  • Any troubleshooting already attempted.

  • Clear photographs or video where these can demonstrate the problem.

  • The serial number, if the product has one.

Original packaging can help protect the product during transport, but the absence of original packaging does not remove any statutory rights relating to defective goods.

RETURNS AND SHIPPING

If a product needs to be returned, we will provide the correct return instructions. Where a defective-goods return is covered by applicable consumer law, it will be handled without penalty to the customer.

Change-of-mind returns and products that are not defective are handled separately under our Returns & Refunds Policy.

CONTACT US

Email: hello@ctrlhaus.co.za

Please include your order number in the subject line so that we can assist you more quickly.