Question 1

How would I return items purchased if faulty?

Accepted Answer

Customers can bring their items into store or we will send our courier company to collect the product if it falls into our 7 day return policy.  Items need to be in their original packaging and testing will be done on the products. Handling fee of 15% applies

Question 2

What happens if I return a faulty product within 7 days from purchase date?

Accepted Answer

All goods that are deemed to be ‘faulty new’ or ‘Defective On Arrival’ must be returned to a MSL Branch within 7 days from the date of purchase for a technical evaluation before they will be serviced, repaired or swapped.

Question 3

What must I provide to MSL to qualify for a exchange, credit or refund?

Accepted Answer

The item(s) in its original condition and packaging and your invoice as proof of purchase. No exchange, credit or refund will be done without the original invoice being presented to MSL.

Question 4

How do we know if a customer has returned the right product/s?

Accepted Answer

We have a barcoding system that scans each product and packaging, so when item/s need to be returned for testing for being faulty we will be able to scan the product to see if it is the original product bought from MSL Security Products. If the product(s) is not the original product sold, your return/credit will be invalid and the customer will be responsible for the collection of the incorrect product and a service fee will be charged. If the product is not collected within 30 days, the product will be disposed of.

Question 5

How do I avoid MSL 15% handling fee for returned goods?

Accepted Answer

Return items within 7 days of purchase.

Frequently Asked Questions

Frequently asked questions

Can I collect my order the same day?

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