Our returns and refund policy

This policy outlines the conditions under which Citiq Meter Solutions (Pty) Ltd (referred to as “Citiq Prepaid”, “we”, “us” or “our” in this policy) accepts returns, and how we issue refunds to our wholesale and retail customers (also referred to as “reseller”, “you” or “your” in this policy).

How we manage warranties

We provide a 12-month warranty for electricity or water submeters from our manufacturing partners (called “prepaid meters” or “products” in this policy). The warranty period starts on the date that a prepaid meter is registered with us. The warranty only covers manufacturing defects, not normal wear and tear.

See the Terms and Conditions page on our website for the list of our manufacturing partners and the Registration policy on our website for more details on the registration process.

For more information, see the warranty information leaflet in the prepaid meter’s packaging. 

How we handle returns

When a product is defective

Step 1: If a tenant experiences issues with their prepaid meter, they can contact our call centre. Alternatively, the property owner or body corporate (called the “owner” in this policy”) or their agent (such as a managing agent or the prepaid meter’s professional installer) can contact our call centre on the tenant’s behalf.

We need the following information:

• the prepaid meter’s unique number.
  This number is usually printed on the front of the prepaid meter and on the meter card (received during installation). One can also follow the steps in the user manual to view the number on the prepaid meter’s screen.
• a description of the problem.

Step 2: Our call centre agents will troubleshoot the issue to determine whether it can be resolved over the phone. If the issue cannot be resolved through troubleshooting and the prepaid meter is still under warranty, the call centre agent will issue a return reference number. 

Step 3: The tenant, owner of their agent must return the following to the reseller where the prepaid meter was purchased:

• faulty prepaid meter with all its accessories
• meter card (and any other accompanying cards, labels or seals), and
• proof of purchase (such as the payment slip), and
• return reference number.

Step 4: You must then must return the following to us:

• faulty prepaid meter with all its accessories
• meter card (and any other accompanying cards, labels or seals)
• return reference number, and
• goods return note.

When a product was not sold or used by the reseller

You may rotate the prepaid meters you stock. If some products were not sold within three months, you can return the unsold products back to us for a refund as long as the products are still in its original, unopened packaging and were never used. In this case, you do not need a return reference number from us.

When a product was used or is outdated

If a prepaid meter was installed or used, it cannot be returned to us, even if it is functioning correctly. 

If a prepaid meter was discontinued or replaced with an upgraded model, it cannot be returned to us either. We do not accept returns on outdated models that are no longer supported by the manufacturer.

How we process refunds to resellers

If you return a faulty prepaid meter within the warranty period, you can choose either a replacement or a refund. We issue refunds as a credit note to your Citiq Prepaid account; we do not make payments. We will process your refund request once we have verified the return reference number and our warehouse has received the faulty prepaid meter.

The refund (account credit) will reflect on your monthly statement. The refund process may take up to 3–5 business days after our warehouse receives the faulty item. If the return happens late in the month, it may only appear on the following month’s statement.

If you believe that we have not credited your account correctly, you should contact your sales representative or our finance department:

Sales representatives will verify the refund and liaise with our warehouse and finance department to resolve any discrepancies.

Dispute resolution process

When reselling our products, you agree to follow these steps to resolve a dispute with us (only move to the next step if the dispute is not resolved):

Step 1: Mediation
Contact us directly to try to resolve the dispute.

Step 2: Arbitration
File a dispute with the Arbitration Foundation of Southern Africa (AFSA).

Step 3: Lodge a complaint:
You can lodge a complaint with our industry’s governing body, the National Energy Regulator of South Africa (NERSA).

Step 4: Legal action

Should you need to deliver any legal notices to us, you must deliver it to our Johannesburg office at the following address (our “domicilium citandi et executandi”):
72 Morkels Close, Capital Hill, Midrand, Gauteng, 1685, South Africa.

Governing law and jurisdiction 

This policy is governed by the laws of South Africa and falls under the jurisdiction of the High Court of the Republic of South Africa (Western Cape Division, Cape Town).