Refund policy
1. Our Commitment to Quality
All products supplied by BBN Group are tested and installed with care. Should any issue arise, we are committed to resolving it promptly through inspection, repair, or replacement where applicable.
2. Faulty Products
If a product is found to be faulty due to a manufacturing defect:
BBN Group will inspect and assess the product
We will provide a repair or replacement as the first solution if the issue cannot be resolved, a refund may be considered
Once a faulty product has been replaced and confirmed to be working correctly, the matter is considered resolved.
Refunds will only be considered if: The replacement unit is also defective, OR The product cannot be repaired or replaced
3. Installation Services
Installation is a professional service and is non-refundable once completed.
This includes:
Labour
Call-out fees
Setup, configuration, and testing
Where a faulty product is replaced, the installation remains non-refundable, as the service has already been delivered.
4. Promotional Packages & Specials
Special offers and bundled deals (e.g. product + installation packages) are priced at discounted rates.
Once installed:
These packages are not eligible for full refunds
Any approved refund will be adjusted to exclude installation and applied discounts
5. Non-Faulty Returns (Change of Mind)
Returns for non-faulty products may be considered within 7 days only if:
The product is unused
In original packaging
In resellable condition
Approved returns may be subject to a handling/restocking fee (up to 20%).
Installed or used products do not qualify for full refunds.
6. Installed or Used Products
Once a product has been installed or used, it is considered accepted and functional unless a fault is identified.
If a return is approved:
Installation fees will be deducted
A handling or refurbishment fee may apply
7. Customer Removal of Products
If a client removes a product after installation:
BBN Group is not responsible for any damage caused during removal
The product must be returned in full and in working condition for any refund consideration
Installation fees remain non-refundable
8. Smart Lock & Security Products
Due to the nature of smart locks and access control systems:
All components (keys, cards, accessories) must be returned
Units must not be damaged, tampered with, or incomplete
Products must be in a testable condition
Failure to meet these conditions may affect refund eligibility.
9. Connectivity & Setup Conditions
Many of our products rely on Wi-Fi, apps, and third-party platforms (e.g. Tuya Smart Life).
BBN Group is not responsible for issues caused by:
Poor Wi-Fi signal
Router or internet issues
Incorrect app setup
Changes in phone, password, or network
Support can be provided, and additional call-out fees may apply where necessary.
10. Returns & Inspection Process
All returns are subject to inspection before approval.
BBN Group will assess:
Product condition
Completeness
Functionality
Refunds are processed only after inspection is completed.
11. Refund Processing
Where a refund is approved, the following may be deducted:
Installation fees
Call-out or labour costs
Handling/restocking fees
Any applicable discounts from bundled deals
Refunds are processed within 5–10 business days after approval.
12. Deposits & Bookings
Deposits may be required to secure products or installation slots.
Deposits are non-refundable where:
Stock has been allocated or ordered
Installation has been scheduled
Work has commenced
13. Goodwill Resolutions
BBN Group values long-term client relationships. In certain cases, we may offer a partial refund, exchange, or store credit as a gesture of goodwill, even where not required.
Such resolutions remain at the discretion of BBN Group.
14. Acceptance of Policy
By proceeding with a purchase or installation, the client confirms acceptance of this policy.
15. Contact Us
For any queries or support:
BBN Group PTY (LTD)
🌐 www.bbngroup.co.za
📧 Ndlovubbngroup@gmail.com | sales@bbngroup.co.za
📱 WhatsApp: +27 67 900 2701