Returns & Refunds

Return & Refund Policy

Please carefully review your order before confirming your purchase. All Augos cloud-enabled measurement hardware and device sales are considered final. We do not offer refunds or exchanges for any products or services sold through Augos or shop.augos.co.za.

Hardware Replacement Policy

This policy applies to all Augos cloud-enabled measurement hardware/devices that were manufactured from 2013, and is owned, operated, or maintained by Augos, under our standard service agreement.

Warranty Policy

  1. All measurement hardware carries a 24-month manufacturing defect, carry-in warranty.
  2. Carry-in refers to the fact that the customer is required to send in their suspected faulty hardware to our head office in Durbanville, Cape Town for testing.
  3. Tested hardware found to have manufacturing defects will either be repaired, or replaced if repair is not feasible.
  4. Where tested hardware is found to have sustained non-manufacturing related damage, Augos will quote on the required repairs, or replacement if repair is not feasible.
  5. The hardware can then be collected from our head office in Durbanville, Cape Town.

Device Warranties Subject to a Valid, Signed Service Agreement

  1. Each device sold requires a signed service agreement and is subject to a monthly service fee.
  2. Service agreements that are past the initial period and have not been renewed for a set period will still be considered valid on a month-to-month basis.
  3. This warranty is only applicable to devices with a signed service agreement.

Cost Responsibility of Hardware Fault-Finding, Repairs & Replacements Device Repairs & Replacements

  1. All on-site device inspections, device removals, device re-installations, and courier costs will be borne by the customer, irrespective of warranty or service agreement periods.
  2. Devices that fall within the 24-month warranty period, that have been tested and found to have manufacturing defects will be repaired or replaced without costs to the customer.
  3. Devices that are no longer covered by the 24-month warranty period will be tested, and the client will be quoted for the required repairs, or replacement.
  4. Where tested hardware is found to have sustained non-manufacturing related damage, Augos will quote on the required repairs, or replacement if repair is not feasible, irrespective of the warranty period.

Exclusions

Notwithstanding any provision of this agreement to the contrary, Augos does not assume responsibility for:

  1. Service Provider Hardware: Devices not directly supplied by Augos but provided by Augos service providers are not covered under this policy.
    • Customers should consult their service provider for their respective warranty and replacement policy.
    • As per the Augos agreement with service providers, support requests from service provider customers should be directed to the relevant service provider.
  2. Any device that does not have a signed service agreement will not be covered under the manufacturing defects warranty laid out in this policy.
    • Devices that do not have a signed service agreement, but whose account is paid to date should still be supported as normal.

Data Transfer & Storage

  1. When a device is replaced, the new device is connected to all historic data.
    • All measured data will therefore still be available after the device replacement has been done.
    • Data lost during the period that the device was offline will not be recoverable.
  2. Where data is lost, a request can be made to the Augos support staff for a data interpolation or replication to be done.
    • Interpolation is where a device's energy register has a change in reading value between the device going offline and reconnecting. The total consumption can fill the data gap with a flat line and no profile.
    • Replication involves taking data from a comparable period and replicating it into the period with missing data. This will not be an accurate representation of the lost data, but rather an estimation based on previously measured data to reduce the impact of long-term data views.

Hardware Fault-Finding & Resolution Procedure

When a hardware issue is suspected, the following procedure should be followed:

  1. Device Assessment:
    1. Augos support staff should first remotely assess the device and exhaust all potential remote resolution options.
    2. If after step a, the device is still not communicating, a physical on-site assessment of the device is required to determine the cause of the issue. The customer has multiple options here:
      1. Someone from the site can investigate the issue. Augos support staff will assist via phone, WhatsApp, and email to identify the issue and determine the required resolution.
      2. The customer can arrange an electrician that is familiar with the site to investigate the issue. Augos support staff will assist via phone, WhatsApp, and email to identify the issue and determine the required resolution.
      3. Augos support staff can quote the customer to send one of our technical teams to site to investigate the issue and determine the required resolution.
  2. Authorisation:
    • Once the faults have been identified, the required resolution procedure will be recommended to the customer.
    • The repair or replacement of the hardware shall be authorised by a mutual agreement between both parties involved, according to this agreement.
  3. Fault Resolution:
    • The repaired or replaced device shall be installed by qualified personnel following industry best practices, either by one of our technicians, or a qualified person on-site/preferred electrician.

Compliance

  • Both parties shall agree to comply with this policy and related procedures.
  • Defective hardware will not constitute reason for non-payment of any invoices.
  • Any accounts that are in arrears will be brought up to date before any warranty claims will be processed.

VAT Reg No: 4700255534

Finishing Touch Trading 516 (Pty) Ltd

Reg No. 2019/418843/07

Directors: G J Kruger & T J Stevens