Return and Refund Policy

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For any further information or questions regarding returns, refunds, warranty, or exchanges, please contact us at support@trekara.co.za or call +27 82 455 4107.

• We provide a 2‑year warranty on the Water Hub products, and a 4‑year warranty on the Relay‑Hub and DC‑Hub (Dual) products.
• If you encounter an issue, please get in touch with us. Before returning an item, you must send us a picture or video of the issue as proof since troubleshooting may be necessary. If the item is sent back without proof, it must be in as‑new condition.
• If we confirm that the item is faulty, we will cover the return shipping costs and either replace the item or refund you the purchase price. If no fault is found, a refund will be issued minus a 10% restocking fee.

• The product shows failure or damage caused by incorrect or faulty fitment or treatment.
• The product has been modified.
• The product shows accidental or intentional damage.
• The product is damaged due to the failure of other products.
• Environmental damage has occurred.
• The product has been misused or handled contrary to the instructions or packaging labels.
• The warranty period set by the manufacturer has expired.
• You simply change your mind outside of the 14-day period.

• We have a 14‑day return policy. You have 14 days after receiving your item to request a return.
• To be eligible for a return, the item must be in the same condition that you received it (unused and in its original packaging), and you’ll need the receipt or proof of purchase.
• To start a return, please contact us at support@egon.co.za. For returns due to a change of mind or an incorrect item ordered (if requested within 14 days), EGON will cover the freight cost for returns within Australia. International customers will be responsible for return freight.
• Note: Items that have been manufactured to order or modified for sale (e.g. cable cut to length) cannot be returned unless they are faulty or significantly different from what was purchased.

• Our units are designed for DIY installation. If you decide to have a professional (such as an auto electrician or repairer) install the unit, any associated costs are your responsibility. EGON South Africa is not liable for installation expenses or any issues arising from third-party work.
• If a unit is determined to be faulty under our warranty policy, EGON South Africa will:
  • Cover the return shipping costs.
  • Provide a replacement unit or process a refund, as applicable.
  • Assist with troubleshooting to help determine whether the fault is due to the unit or an installation issue.
• EGON South Africa will not cover any fees charged by a third party for troubleshooting or reworking a replacement unit. While we are happy to liaise directly with the third party on your behalf if needed, any costs incurred by them remain your responsibility.
• Our friendly staff are available via email or phone Monday to Friday to help resolve any issues and answer your warranty-related questions.

• For faulty items returned under warranty, refunds will be processed (minus any applicable restocking fee if no fault is found).
• For orders with waiting periods (pre‑orders), if you cancel your order, a refund will be given minus a 5% restocking fee.
• For international orders, if a refund is requested, the original purchase amount will be refunded in South African Rand at the exchange rate in effect at the time of purchase. Note that exchange rate fluctuations may affect the refunded amount.

• Exchanges are allowed within one week of purchase. Items must be returned in good condition (including original packaging).
• Please note that exchanges are shipped at your cost, and a 10% restocking fee will apply.

• Once a refund is granted, you should expect to receive it within 14 days.
• We cannot reimburse any consequential losses or costs related to removal, refitting, or any other additional expenses. By ordering a product, you acknowledge that you are responsible for ensuring the product is appropriate for your needs and that you do not rely on EGON to advise on product fitment or application. For any further information or questions regarding returns, refunds, warranty, or exchanges, please contact us at support@trekara.co.za call +27 82 455 4107