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Returns & Refunds Policy

Returns & Refunds Policy

We offer the following delivery methods 

  • The Courier Guy – main towns and surroundings, not farms, mines or power stations. 

Physical goods returns and exchanges policy

Our products

We supply physical products, which by definition face high temperatures and are subject to high wear and tear under regular usage.

Read instructions

Please carefully read and follow all instructions that come with our products. For example, any documents that help you to install and use our products. Nearly all our products are supplied with installation or user instructions.

Section 44 of the ECT Act

Section 44 of the ECT Act applies to your electronic transactions – a transaction concluded via (in whole or in part) the website, email, or SMS.

Our products warranty

We warrant that all our products are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

Return of products in terms of cooling-off period

You must return any products in new condition with all packaging and materials.
We will refund the purchase price of the products (minus the direct costs of returning the products) within three to five days of the date of cancellation. Regrettably we do not refund any shipping fees when applicable to a cooling-off period request.

Statutory products warranty for six months

We warrant all our new products against any defects for six months of normal use, from the time we supplied the products. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

Defective products

Defective products are those that had a defect or were unsafe when we supplied them. A defect usually means that the products were manufactured using materials, components or workmanship below an acceptable standard. You must prove that products are defective.

Statutory compensation

We will repair or replace any defective products that you return to us during the six month statutory warranty. Returns must follow our returns procedure below.

Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either replace or refund the defective products. We will decide how to compensate any of our other customers.

Invalidation of warranties and right to return unsuitable products

Our products are very precise, and are manufactured and repaired under strictly under controlled conditions. For this reason, warranties on any of our products will be invalid if any person who is not suitably qualified has opened, tampered with or altered the products contrary to the instructions or removed the warranty label.
This also applies to products found to be unsuitable. It may be fraud to damage products deliberately to claim a refund.

Statutory right to return unsuitable products

Our customer that is also a consumer under the CPA may return products within ten days of delivery if they could not examine them before delivery and then discover that the products are not what they ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

Returns of unsuitable products

A consumer must return unsuitable products within ten days of delivery according to our returns and refunds procedure below.

Refund of price of unsuitable products

We will refund the full price of any unsuitable products in their original unopened packaging. For opened products, we may deduct or charge a reasonable amount for any use of the products plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the products.

Delivery costs

We will cover costs of returning defective or unsuitable products. We may inspect the products to confirm that they are defective, or in case of unsuitable opened products, that quantities used seem reasonable, before we do so.

Procedure for returns to other suppliers

Customers of other suppliers (such as major retail chains) must return defective or unsuitable products directly to that supplier. Customers must use the correct returns procedure. Please contact the customer us of the relevant supplier for details of their returns procedures.

Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable products, or else we may refuse to accept them.
Please note that products purchased in a different store, cannot be returned via Alarmtec On Line, and need to be handled within the Retailers Return Policies. 
Only products purchased on www.fireflybraai.co.za will be considered for refund or exchange. We keep track of serial numbers, if we do find products supplied was from another supplier we will void your refund and warrantee.

Our returns and refunds procedure is as follows:

STEP ONE - Contacting Us

Please contact us on +27 71 870 5592 (Monday to Friday 8am - 4:30pm, excluding public holidays) or by emailing us at This email address is being protected from spambots. You need JavaScript enabled to view it. with your order details.
If you are dissatisfied with the products delivered to you and want to apply for either a product exchange, product repair, product upgrade or a refund, kindly let us know when contacting us.

Confirm your contact details, date of purchase, Order/Invoice Number, and all details of the physical products that you want to return, including how and why you believe the products are defective or unsuitable for your purpose. 

If goods need to be returned from a different location than the shipping address to which the Order was delivered, please indicate so at that time. In the event you require an exchange, please indicate what alternative product you believe may be better suited, or ask our Technical department to assist you.

Any return of physical goods purchased on www.fireflybraai.co.za or partners will require a pre-authorisation to be issued by Firefly Braai & Accessories.
Authorisation will be issued within 1 to 2 business days from time of receiving your request. 

Once your return request has been approved, a return instruction will be communicated to our courier company, for collection of the goods.

STEP TWO - Returning the Product

Returns and exchanges
If the product(s) ordered and delivered are unsuitable, and you wish to exchange them for another selection, we will gladly assist you in validating which alternative product(s) may be more suited for you.

Kindly note that we will only process exchange of product(s), if products returned to us are in original condition, eg unopened, and in the original intact packaging. Once return goods have been received and inspected, we will process exchange and initiate the shipment of replacement products to you. Our Customer Service Team will liaise with you to confirm when goods have been validated for exchange, and when replacement products have been shipped to you. Note that replacement of products can only take place if alternative product is of the same value. If you wish to have the original product(s) replaced by other products of a higher value, we may decide to refund that transaction entirely and assist you in placing a new order for a new amount.

Once the goods authorised for return have been collected by our courier company, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it., providing us with the tracking number communicated to you by the courier company at time of collecting the parcel. Shipping of the returned parcel back to Alarmtec will take place via standard ground shipping. Please allow up to 3 working days from the date on which the package was collected for it to reach us.

Once we have received the package, we will notify you via email that we have received the physical products.
In the event the goods received are not in their original condition, we reserve the right to not agree on an exchange or refund, and will then contact you to notify you of potential alternative process we may agree upon.

Any return of physical products must include all accessories and instructions, and all original packaging that is still available. If no packaging is available, please make sure the products are in protective packaging as we are not responsible for any damage in transit.

STEP THREE – Processing a Refund

If you require a refund we will refund the price paid by you for the goods(exclusive of the initial delivery charge) within thirty (15) days of receiving your returned goods, provided that you have returned the goods to us in their original condition to Alarmtec within 14 working days of delivery.
Refunds will only be made against the original credit/debit card used.

Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.

Please Note: We cannot accept returned goods that we reasonably believe have been used, altered or tampered with in any way. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.

As a customer, you are entitled to apply for a refund if you believe products delivered are unsuitable, or if you decide to invoke a cooling-off period (as stated in Clause 5).

In either cases, you need to communicate to us in writing via email us with reasons as to why you believe the products are unsuitable, or to notify us of your intent to exercise a cooling-off period. Items must still be in condition it was send to you.

Processing of a refund claim will only take place once Firefly Braai & Accessories has received the returned goods and been able to inspect the products.

If you claim that our products are defective, we will send items back to our distributors for examination of the products for defects. They will report to us whether the products were defective, were misused or are of good quality. 

If you claim that our products are unsuitable for your purpose, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the products were unsuitable for your specific purpose or not. 

If you returned the products within the seven day cooling-off period(cooling-off period not applied to our online stores or partners) and our technician reports that the products were defective, were provided to you for your specific purpose and were unsuitable for that purpose, then we will either contact you and ask you whether you would like us to replace or refund the price of the products (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).
If the products were returned outside the seven day cooling-off period, or our technician reports that the products were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the products. 

Our customer services department may tell you that they do not believe you have a claim, for example because the warranty period of the products has expired. In this case we may refuse to replace products, or refuse to pay a refund If you choose for us to replace the products or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the products. if you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into your bank account used to process the purchase, within 30 days of cancellation.

Damaged items

  • When your order arrives, please inspect the carton for any damage that may have occurred during shipment. 
  • It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately. 
  • Please provide the order number along with your email address and phone number for fastest service. 
  • To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

Dispute resolution

If we do not accept that we supplied defective or unsuitable products, and our services department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us.
This policy does not exclude any other rights customers may have.

The aforementioned warranty shall immediately be rendered null and void in the event of any of the following:

  • Failure to use the products in accordance with instructions and specifications.
  • Product been subjected to physical damage, abuse, misuse, alteration, neglect, tampering or improper maintenance.
  • Product has been serviced and repaired by any person not qualified to do so.
  • The product is not accompanied by original invoice.

Exported goods

Any items that is found faulty or not opperational the customer must send back to us at their own cost. Any cost or return shipping cost will be for the customers account Following the above terms, guarantee will be normal 1 year as described here up to section 20 Any items returned for credit, shipping cost will be for customers account. A 25% handling fee will be chargerd on returned goods purchased selling price.

Regular updates to pricing. Pricing will change without any notice.

Our contact details.

Our customers can contact our service department as follows:
Telephone number: +27 71 870 5592
Email Address: This email address is being protected from spambots. You need JavaScript enabled to view it.

5 Setter Rd
South Africa

Office hours: 08:00 to 16:30 on business days, excl public holidays.
Saturdays & Sundays: closed

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