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.

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.

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.

MSL Security Product offers a return policy of 10 days from the delivery date. Please note that returned products with damaged packaging or no packaging at all cannot be swapped or credited on your account. Additionally, batteries will not be refunded or swapped. We strive to ensure that our customers are satisfied with their purchases, and we encourage you to contact our customer service team for any further assistance regarding returns or exchanges.

If you need to return a product to MSL Security Product, you have the option to bring the item into our store or we can send our courier company to collect the product. Please note that this option is available only if the return falls within our 7-day return policy. For the return to be accepted, the item must be in its original packaging and in the same condition as when it was received. We will perform testing on the products to ensure everything is in working order. Keep in mind that a handling fee of 15% applies to all returns. If the product is found no to be faulty, you may be eligible for a credit or an exchange. Our priority is to ensure the satisfaction and safety of our customers, so we take product testing seriously. If you have any questions or concerns about the return process, please don't hesitate to reach out to our customer service team for assistance.

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. Packaging has to be in the condition received in or else we can NOT process anything. If fault has been found from the end user or installation of product was not done correctly resulting in product failure, you will be charged for fault testing and our 15% handling fee. If you would like to purchase the same product again then the 15% handling will fall away but fault finding will still be charged.

The item(s) in its original condition and packaging and your invoice as proof of purchase. We do not give a refund for products purchased but an exchange of the same brand/spec of product is an option only if applicable from our supplier, we do not take any responsibility for incorrect product purchases, batteries do not have any warranty and can not be exchanged. No exchange, will be done after 30 days of purchase. Packaging has to be in the condition received in.

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 exchange 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.

Please insure you know which products you are ordering, if you have made a mistake and we have already shipped the products to you, we cannot refund or give you a credit but exchange your product for the right one and if there is a price difference, that amount will need to be paid before stock can be released. We do not sell second hand products, so products returned (If applicable) need to be unused! You can bring the stock to the store or courier it, before we ship the correct product we will need to received the 'mistake' stock to ensure it is the correct product that was sent to you. Packaging has to be in the same condition it was received as we do not sell second had products. 10% handling fee will apply and/or courier costs will be added into your bill but this is also subject to situation of the order mistake. Ensure your products have NOT been installed already or no exchange will be possible.

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)