Frequently Asked Questions

Yes, we do! Products purchased directly from MSL Security Products can be installed by our in-house technical team. If we're unable to assist due to location or availability, we can refer you to our trusted network of recommended installers in Gauteng and Limpopo. Important Notice on Quotes: All quotes provided without a site inspection are subject to change. We reserve the right to adjust the final cost if actual expenses exceed those estimated. Any unexpected on-site issues not disclosed or accounted for in the original quote may result in additional charges, including: Extra labour for return visits Additional materials or sundries required to complete the job We recommend a site inspection where possible.

We're here to help! Our technical team can assist with certain product-related queries for items purchased from MSL Security Products. However, if your product was installed by a third-party installer, we recommend reaching out to them first for support. If they're unable to assist, you're welcome to contact us — and we’ll do our best to help. All products purchased from us come with a warranty, and we’re happy to assist with any warranty-related issues.

MSL Security Products offers professional installation services for the following systems: Gate Motors Garage Motors CCTV Systems Alarm Systems Access Control Units Boom Gates (Traffic Barriers) We currently install in the Gauteng area. Our team is based in Germiston, and we offer free on-site quotes or inspections within the East Rand. For areas outside the East Rand, a call-out or quote fee may apply — this will be discussed and agreed upon beforehand. Please note: Online product prices do not include installation. Installation is a separate service and can be quoted on request. For more details or to request a quote, feel free to contact our team.

Installation costs depend on the type of product, site conditions, and whether a site inspection is required. Below is a general pricing guide to help you estimate: 🔐 Gate Motors With existing power at the gate: ± R1,850 Including adding power: ± R2,850 🎥 CCTV (Installation only – excludes equipment) Prices may vary based on cable runs and mounting requirements. 4-Channel System: R2,650 8-Channel System: R3,990 16-Channel System: R6,899 🚨 Alarm Systems Wired 8-Zone System: ± R1,850 Wireless 16-Zone System: ± R2,850 🚧 Boom Gates (Traffic Barriers) New Install (Excl. power): R2,200 Replacement Install: R1,850 Boom Pole Replacement Only: R850 ⚡ Electric Fencing Site inspection required for accurate quote Day Rate: R2,850 For a tailored quote or to book a site inspection, feel free to contact our team directly. Final pricing will be confirmed once we understand your specific installation needs.

You can make a manual payment via EFT (Electronic Funds Transfer). When selecting the Manual Payment option at checkout, our banking details will be displayed, and you'll also receive a confirmation email with all the necessary information. If you've received a quote from us via WhatsApp or email, please use your Quote or Invoice Number (starting with MQ or MI) as the reference when making payment. For online orders, use your Order Number as the payment reference. Banking Details: Account Name: MSL Security Products Bank: Standard Bank Account Type: Current Account Number: 10 20 45 36 632 Branch Code: 051001 Important: Stock will not be released for delivery or collection until payment reflects in our bank account.

Yes, absolutely! You can select iKhokha at checkout to pay by card — you’ll be redirected to a secure 3D Secure payment page. If you’re placing an order offline (via WhatsApp or email) and would still like to pay using your card, we can send you a secure payment link via email and/or WhatsApp.

Once you’ve placed your order, you can choose between secure online card payment (via iKhokha) or manual EFT. For EFT payments, use your Order, Quote, or Invoice Number as a reference. Once payment reflects in our account, we’ll notify you that your order is ready. For collections, you'll receive confirmation with the collection address and time. We do have a card machine on-site for payments For deliveries, we’ll dispatch your order once payment is confirmed, and tracking details will be provided if applicable. Note: No stock will be released for collection or delivery until full payment has been received and cleared in our bank account.

To ensure a smooth and secure process for both parties, all orders must be paid in full and payment must reflect in our bank account before collection can be arranged. We do have a card machine on-site for your convenience. However, for high-value items, a 50% deposit is required to secure your stock. This helps us confirm your order and allows us to pay our supplier in advance. The balance must be settled before collection.

At MSL Security Products, we offer a 10-day return policy from the date of delivery. Please note the following conditions: Products must be returned in their original, undamaged packaging. Items with damaged or missing packagingcannot be returned, exchanged, or credited. Batteries are non-refundable and cannot be returned or exchanged. We are committed to customer satisfaction. If you need assistance with a return or exchange, please contact our customer service team — we're here to help.

If you need to return a product, you can either bring it to our store or request a collection via our courier service — available only if the return falls within our 7-day return policy. To qualify for a return: The item must be in its original packaging and in the same condition as when received. All returned products will be tested to verify that they are in working order. A 15% handling fee applies to all returns. If the product is not faulty, you may still be eligible for a credit or exchange, depending on the condition and circumstances. We take product testing and customer satisfaction seriously. If you have any questions or concerns, please contact our customer service team for further assistance.

Products that are found to be faulty or defective on arrival must be returned to an MSL branch within 7 days of purchase for a technical evaluation before they can be serviced, repaired, or exchanged. Please ensure the item is returned in the original packaging and condition — returns with damaged or missing packaging cannot be processed. If the fault is found to be due to user error or incorrect installation, you will be charged a fault-testing fee along with a 15% handling fee. However, if you choose to repurchase the same product, the 15% handling fee will be waived, although the fault-finding/testing fee will still apply. For assistance with returns, please contact our customer service team.

To qualify for an exchange, you must provide: The item(s) in their original condition and packaging Your invoice as proof of purchase Please note the following: Refunds are not offered, but we may allow an exchange for the same brand/specification — subject to supplier approval. MSL is not responsible for incorrect product purchases. Batteries are non-exchangeable and carry no warranty. No exchanges will be accepted after 30 days from the date of purchase. Packaging must be in the same condition as it was received. If you're unsure about compatibility before purchasing, feel free to contact our team for assistance.

At MSL Security Products, we use a barcoding system that scans and tracks each product and its packaging. When a return is made for testing, we scan the item to verify that it is the original product purchased from us. If the product returned does not match our records, the exchange will be invalid, and: The customer will be responsible for collecting the incorrect item, and A service fee will be charged for handling and verification. Unclaimed products not collected within 30 days will be disposed of, and MSL will not be held liable.

We encourage all customers to carefully check product details before placing an order. However, if you've mistakenly ordered the wrong item and it has already been shipped, we are unable to offer a refund or credit, but we may offer an exchange for the correct product — subject to the following conditions: The returned item must be unused and in its original packaging, in the same condition it was received. We do not accept returns for products that have been installed or used, as we do not sell second-hand items. You may return the product in-store or via courier. The correct item will only be shipped after we receive and verify the returned product. A 10% handling fee and courier costs (if applicable) will be charged — this is determined based on the situation and nature of the order error. If there is a price difference, it must be paid in full before the correct product can be released. If you're unsure about what to order, feel free to contact our team before placing your order — we’re happy to help!

If your product is found not faulty after testing, the customer will be liable for the courier costs and if necessary a 10% handling fee will apply. You will receive a report of the testing findings.

Our standard delivery is between 2-5 business days. We do also offer Same Day Delivery in Gauteng (T's&C's)

Yes, Shipping is rated on the weight of the items. You can see our delivery costs on Shipping Information page.

You will be notified immediately if there are any delays with your shipment.

Notify us immediately with your invoice number to: info@mslsecurityproducts.com or call us on 011-824-2893

Same day delivery only applies in Gauteng for orders placed before 9am. You can place your order the day before and select same day delivery and your order will be delivered the next day. You will receive a waybill number and you can track that on The Courier Guy website.

Below are areas that are eligible for same day deliveries are, in and around the surrounding areas listed: Johannesburg Johannesburg South (Alberton etc) Pretoria Pretoria North Centurion Sandton (Bryanston, Fourways etc) Midrand East Rand

In and around these areas: Brits Hartebeestpoort Magaliesburg Randfontein Westonaria Carletonville Vereeniging Vanderbijlpark Heidelberg Klerksdorp Potchefstroom Rustenburg

- If you have selected Same Day delivery as an option but your area falls under overnight (Next Day Delivery) We will notify you if this does happen but if you are unsure, we have added a PDF on which areas qualify for same day delivery. - If you have selected a lead time product, you will also not receive your order the same day, even if there are non-lead time products in your order.

Orders before 9am will be delivered the same day. Orders after 9am with same day delivery will receive your order the next day. Orders placed on a weekend with same day delivery selected will receive your order on Monday (If a public holiday falls on a Monday you will get your order on the Tuesday)