Refund policy
Last updated: April 2026
At Fastrak, we aim to ensure customer satisfaction with every purchase. This Refund Policy outlines your rights and our obligations regarding refunds and cancellations, in accordance with South African consumer protection laws, including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).
PART 1: RETURNS POLICY
1. Eligibility for Returns
You may return an item within 7 days of delivery if all of the following apply:
• The item is unused and in its original condition
• It is in the original packaging with all accessories and manuals included
• You have proof of purchase (order number or receipt)
Fastrak reserves the right to inspect returned items before approving any return.
2. Change of Mind Returns
If you change your mind after receiving your order:
• Returns must be requested within 7 days of delivery
• Items must be unopened and in resalable condition
• Return shipping costs are the customer’s responsibility
3. Damaged, Faulty, or Incorrect Items If your item arrives damaged in transit, faulty or defective, or is not what you ordered, you must notify us within 48 hours of delivery.
Upon notification, Fastrak will:
• Arrange collection at no cost to you
• Offer a repair, replacement, or refund
Supporting photos or evidence may be required.
4. CPA 12-Month Warranty Returns
Under the Consumer Protection Act, you are entitled to return defective goods within 12 months of purchase. In such cases, Fastrak may repair, replace, or refund the product after assessment of the item.
Warranty Conditions
● We at Fastrak believe in fairness and ethical treatment for all our customers, therefore it is in our customers best interest to test any proposed purchase before making a final decision to ensure that the item(s) satisfies your requirements. Our sales people will gladly assist in arranging a demo.
● All branded electronic items sold by Fastrak carry a 12 months manufacturers warranty against any manufacturing defect, provided that the item has been used only for its intended purpose.
● All items under warranty will be sent for repair and repaired at Fastrak's expenses within 6 weeks provided that all warranty conditions are met.
● An item that is sent for repair and returned unrepaired will be replaced if in it's original packaging and condition.
● New amplifiers and new speakers are only guaranteed against manufacturer defect if purchased as a matching set.
● New car sound is only guaranteed against manufacturer defect if installed by a VAT registered installation company.
● Credits and exchanges of any item may only be issued once an authorised service centre has confirmed that fault is a result of a manufacturers defect.
● Valid proof of purchase is required to validate your warranty.
● Fastrak's liability on any damages resulting from a Manufacturers defect on goods purchased from Fastrak will be limited to the damage caused to the product while under
warranty/guarantee. It will not extend beyond the warranty/guarantee period nor will it apply to any other damages whatsoever caused to the customer be it property damage, personal injury, death or any other damages occurred.
5. Exchanges
Exchanges are permitted where stock is available, subject to the following conditions:
• Request must be made within 7 days of delivery
• Item must meet the return eligibility conditions above
• Price differences will be charged or refunded accordingly
6. Non-Returnable Items
The following items cannot be returned unless they are defective:
• Damage caused by lightning or power surges.
• Damage caused by misuse or abuse to the goods.
• Goods used for purpose other than the purpose for which they were manufactured.
• Goods used contrary to their instruction manuals.
• Accidental/physical damage.
• If there are any burn marks.
• If the serial number has been damaged or removed or is unreadable.
• If original packaging is not complete or in it's original condition (this includes manuals, remotes, polystyrene etc).
• Any signs of insect infestation.
• Any signs of water damage or dampness.
7. Return Shipping
• Customers are responsible for return shipping costs unless the item is defective or incorrect
• Use a trackable courier service
• Fastrak is not responsible for items lost during return shipping
8. Inspection & Approval
All returned items will be inspected before approval. Returns may be declined if:
• The item is used or has been damaged by the customer
• Original packaging or accessories are missing
9. Return Processing Time
Once a return is approved, it will be processed within 7-10 business days. Any applicable refund will follow the Refund Policy outlined in Part 2 below.
PART 2: REFUND POLICY
10. Refund Eligibility
Refunds may be granted under the following circumstances:
10.1 Defective, Damaged, or Incorrect Products If a product is damaged during delivery, defective or faulty, or incorrect (not what was ordered), you must notify Fastrak within 48 hours of delivery. Fastrak will arrange collection at no cost to the customer and provide a full refund, replacement, or repair in line with the CPA. Proof such as photos may be required.
10.2 12-Month Implied WarrantyIf your product develops a defect within 6 months of purchase, you may be entitled to a repair, replacement, or refund. An assessment will be conducted to determine the appropriate remedy. Please note that repairs may take 4–6 weeks to complete.
10.3 7-Day Cooling-Off Period (Online Purchases Only) In accordance with ECTA, customers may cancel an online order within 7 days of delivery without providing a reason. Refunds will be processed once the product has been received and inspected.
Conditions:
• Product must be unused and in original packaging
• Return courier costs are for the customer’s account
10.4 Order Cancellations
• Before dispatch: Full refund issued
• After dispatch: Refund processed once the product is returned and inspected
11. Non-Refundable Situations
Refunds will not be granted in the following cases, unless the product is defective under the CPA:
• Products damaged due to misuse, negligence, or improper installation
• Physical or liquid damage caused after delivery
• Unauthorised repairs or tampering
12. Refund Processing
Once a refund has been approved:
• Refunds are processed within 7–10 business days
• Refunds are issued via the original payment method
Fastrak may deduct delivery or shipping costs where applicable.
13. Customer Responsibilities
When requesting a return or refund, customers must:
• Provide accurate order details and a clear description of the issue
• Supply supporting evidence such as photos or videos where required
• Ensure products are securely packaged when returned
Fastrak is not responsible for items lost during return shipping.
14. Compliance with South African Law
This policy complies with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA). Nothing in this policy limits your statutory rights.
15. Policy Updates
Fastrak reserves the right to update this policy at any time without prior notice. The most current version will always be available at www.fastrak.co.za.
How to initiate a return or refund
Step 1 — Contact Us
Fastrak Customer Support
Email: sales@fastrak.co.za
Website: www.fastrak.co.za
Step 2 — Include the Following
• Your order number
• Reason for the return or refund request
• Photos or supporting evidence (if applicable)
Step 3 — Await Instructions
Our support team will provide return instructions and guide you through the process