011 334 2737 onlineorders@citilec.co.za 246 Main Street, City & Suburban, JHB

Returns Policy

Our commitment to a fair, transparent, and hassle-free returns process.

Overview

At Citilec, we stand behind every product we supply. If you are not satisfied with your purchase for any reason, we are committed to resolving your concern quickly and fairly. This policy outlines the conditions under which returns, exchanges, and refunds are accepted.

This policy applies to all sales made in-store, via telephone, and through our website.

Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The return is initiated within 7 days of purchase (in-store) or 7 days of delivery (online/telephone orders).
  • The item is in its original, unused condition and in its original packaging.
  • You have a valid proof of purchase (invoice, till slip, or order confirmation).
  • The item has not been installed, wired, or modified in any way.
  • The item is not on the non-returnable list (see below).

Non-Returnable Items

The following items cannot be returned unless faulty or incorrectly supplied:

  • Cut cable and wiring (sold per metre)
  • Custom-cut conduit or trunking
  • Special order items not held as standard stock
  • Items that have been installed, used, or tampered with
  • Items without original packaging or with damaged packaging
  • Light bulbs and lamps that have been powered on
  • Clearance and end-of-line stock (marked as final sale)

Faulty or Incorrectly Supplied Items

If you receive a product that is faulty, damaged, or not what you ordered, please contact us within 48 hours of receipt. We will arrange for:

  • A free collection or exchange at our cost, or
  • A full replacement of the item, or
  • A credit note or refund at our discretion.

Please do not attempt to use, install, or repair a suspected faulty item before reporting it — doing so may void your claim.

How to Return an Item

  1. Contact our team by phone, email, or WhatsApp to notify us of your return and receive a Returns Authorisation (RA) number.
  2. Pack the item securely in its original packaging and clearly label the parcel with your RA number.
  3. Drop the item off at your nearest Citilec branch, or arrange collection for qualifying faulty returns.
  4. Once we receive and inspect the item, we will process your exchange, credit, or refund within 5–7 business days.

Returns will not be accepted without a valid RA number.

Refunds

Refunds are processed as follows:

  • EFT / Card payments: Refunded to the original payment method within 5–10 business days.
  • Account holders: Credit applied to your trade account within 3–5 business days.
  • Cash purchases: Refunded via EFT or store credit — cash refunds are at management's discretion.

Citilec reserves the right to apply a restocking fee of up to 15% on returned items that are not faulty or incorrectly supplied.

Contact Us for Returns

To initiate a return or if you have any questions about this policy, please contact us via:

This returns policy was last updated in May 2026. Citilec reserves the right to amend this policy at any time. In all matters, the decision of Citilec management is final.

Need help with a return or have a question? Our team is ready to assist — Mon–Fri 07:00–16:30 and Saturday 07:30–12:00.
Contact Us