1. Our approach
Home Cinema Store supplies specialist home-cinema equipment and design services. Some products are held locally, while others are imported, configured, manufactured or ordered specifically for a customer. This policy explains how cancellations, returns and special orders are handled. It does not limit any right or remedy that cannot lawfully be excluded under South African law.
Home Cinema Store is operated by Elevate Living (Pty) Ltd. Contact us at sales@homecinemastore.co.za or 021 001 9495 before returning any item.
2. Before procurement begins
If you ask to cancel before we have ordered, reserved, configured or otherwise committed to the goods or services, we will normally cancel the unperformed portion and refund amounts paid for it, less any lawful, reasonable and disclosed costs already incurred.
3. Special-order and configured goods
A quotation may identify goods as special order, imported on request, made to order, custom finished, cut to size, configured, licensed, registered or otherwise procured specifically for you. Once procurement or configuration has begun, cancellation may not be possible or may attract a reasonable cancellation charge, subject to applicable law.
Where a supplier accepts a cancellation or return, any refund may be reduced by lawful and reasonable costs such as supplier charges, exchange-rate losses, freight, customs, insurance, configuration, repackaging or restocking. We will explain material deductions and provide supporting information where reasonably available.
Custom-made, personalised, altered or specially configured goods may not be returnable merely because you change your mind, except where applicable law provides otherwise.
4. Ordinary stock items
Please contact us promptly if you wish to return an unused ordinary stock item. Any discretionary return requires prior written authorisation and the item must ordinarily be complete, unused, uninstalled and in resalable condition with original packaging, accessories, manuals and serial labels intact.
We may inspect returned goods before approving a refund. A lawful and reasonable deduction may be made for diminished value, missing items, damaged packaging or necessary restoration where permitted. Delivery, collection and installation charges already performed are not ordinarily refundable unless the return results from our breach or applicable law requires otherwise.
5. Electronic transactions and cooling-off rights
Where an agreement qualifies for a statutory cooling-off right under the Electronic Communications and Transactions Act, we will honour that right subject to its conditions, time periods and lawful exclusions. The Act may allow the consumer to carry the direct cost of returning goods. Cooling-off rights may not apply to every specially sourced, customised, opened, time-sensitive or service transaction.
6. Damaged, defective or incorrect goods
Please report goods that arrive damaged, appear defective or differ from the accepted order as soon as reasonably possible. Include the order or quotation reference, serial number, photographs and a clear description of the issue. Do not install or continue using an item if doing so may cause damage or create a safety risk.
We may arrange inspection, testing, collection or assessment by the authorised distributor or manufacturer. Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, exchange or refund. Nothing in this policy removes rights under the Consumer Protection Act.
7. Installation and compatibility issues
A return may be declined where a product has been damaged through misuse, unsuitable power, liquid, impact, unauthorised modification, incorrect third-party installation or failure to follow manufacturer instructions. Compatibility or performance concerns will be assessed against the agreed specification, disclosed requirements, associated equipment and installation conditions.
If we recommended and installed the equipment based on accurate information supplied by you, we will work with you in good faith to diagnose a genuine issue.
8. Digital items, licences and firmware upgrades
Activated software licences, digital upgrades, registrations and similar items may be non-returnable once issued, downloaded, activated or linked to equipment, unless defective or otherwise required by law.
9. Design and professional services
Fees for design, consulting, calibration, site work and other services already performed are not refundable merely because a project is postponed or cancelled. Unperformed services will be addressed in accordance with the accepted quotation, work completed, commitments incurred and applicable law.
10. Return procedure
- Email sales@homecinemastore.co.za with your quotation or order reference and reason for the request.
- Wait for written return instructions before sending or delivering equipment.
- Package authorised returns securely and include all supplied accessories and documentation.
- Use an insured and trackable transport method where you are responsible for return delivery.
Unscheduled deliveries or collections cannot be accepted. Responsibility for return transport and risk depends on the reason for the return and applicable law.
11. Refund timing and method
Approved refunds will be made using an appropriate method after inspection and calculation of any lawful deductions. Bank and payment-provider processing times are outside our control. We may request proof of the account used for payment to reduce fraud and protect customers.
12. Contact and complaints
Send return, cancellation or warranty requests to sales@homecinemastore.co.za or call 021 001 9495. If a complaint is not resolved directly, you retain the right to approach any regulator, ombud, tribunal or court available under applicable law.
Last updated: 28 August 2026.