Frequently Asked Questions ( Faqs )

I don’t have internet set up in my house yet, can I still use Ajax?

If you don’t have internet in your house yet, then you can use a sim card in the Hub. We always recommend that you use both, so if the internet goes down, the sim card acts as a backup.

However, even without the internet or a sim card, the alarms system can still work as a “noise maker”. The motion sensors will still send signals to the hub and you can arm/deactivate the alarm with the Ajax SpaceControl (remote).

What is the difference between a MotionProtect, MotionProtect Plus and a CombiProtect?

Differences at a quick glance:

MotionProtect
• Detects human presence by using a passive infrared sensor.

MotionProtect Plus
• Has an additional microwave sensor that filters possible interference such as rooms with possible curtain movement, air conditioners/draughts, fireplaces and where there is a likelihood of light flickering, glare, and reflections.

CombiProtect
• Has a motion detector and a glass break detector.

What is the difference between a Hub and a Hub Plus?

Differences at a quick glance:

The Hub
• It can connect to 100 devices.
• Sends signals to the app via your internet router and/or sim card.
• Has up to 15 hours back up battery.

The Hub Plus
• It can connect to 150 devices.
• Sends signals to the app via your internet router, wifi and/or two sim cards.
• Has up to 16 hours back up battery.

Do you install the products you sell?

Unfortunately, we can only supply products. We do not offer the service to install products. However, you can request a professional security installation company to do the installation for you or you can install it yourself.

What courier do you use for deliveries?

We use three courier companies to deliver orders within South Africa, namely; Courier It, Dawn Wing and The Courier Guy.

How long does home delivery take?

We aim to have our products delivered in 2-5 working days, depending where in South Africa you are located.

Why haven’t I received a dispatch email/email confirmation?

Please be aware that an automated email will be sent to the given email address when your order is dispatched. Please check all folders including your junk mail folder as it will come from a “noreply” email address.

Do you deliver on weekends?

No. Currently our courier company does not offer weekend delivery srevices.

Why can’t I select next day delivery?

We currently do not offer next day delivery. However if you do require a product urgently, please contact us and we will try to assit you as best we can.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.

Can someone else sign for my delivery?

Yes, the addressee does not have to sign. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box addresses?

No. All our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

I'm new, how do I order?

At Amatron we go to great lengths to ensure that your shopping experience is as easy and secure as possible.
Use the Search Box or navigate to the products you want to buy via the menus. When you find your products, add them to your shopping basket.
After all your items are selected and in your shopping basket, proceed to the checkout and continue to payment. If you are happy with the order, confirm the payment and the items will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +27 21 180 4567 to place an order telephonically.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure that it is only sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept Mastercard and VISA.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

Can I use a different payment method?

Yes. You can use PayFast, iPay or Zapper to pay for goods.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do your prices including VAT?

All our online prices include VAT.

Can I place an order over the phone?

Yes, telephone +27 (0) 21 180 4567, our specialist team is available to take your order from 8:30am to 5pm Monday to Fridays. We can only take an order over the phone if your delivery address is the same as your billing address and, your delivery address is within the Republic of South Africa.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of online sales, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

How do I know if my order was successful?

You will receive an automated email confirming that your order has been received and is being processed.
You will also receive a dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

Where is my order?

Most of our deliveries are sent via Courier It, Dawn Wing or The Courier Guy and we will send you an automated email with the tracking number of your order.

How can I give feedback?

We value your feedback, please send all comments and suggestions to [email protected]

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. Our dispatch team will attempt to stop or amend your order. If it is not possible, we will advise you on the next course of action.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to sign in to access this area.

I have a new email address, and I am unable to reset my password. How do I change my password?

We can change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

For information on returning an item please email [email protected]

Can you confirm whether you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is completed.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

How long will it be before I get a refund?

Upon receipt of the returned items, our returns department will inspect and restock the goods. Once this process has been completed, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without which, your refund may be delayed.

What do I do if I have received a damaged item?

At Amatron we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality. However, we know that sometimes things can go wrong and you may need to return an item. Please follow the following procedure: We would require an image to be emailed to us showing the damaged condition in which the parcel was received. Please email this to [email protected] Please ensure that you include your reference number, a copy of your invoice and an image of the parcel showing the condition in which you received it with the returned parcel.

What do I do if my product is faulty?

All our products are covered under a 2 year manufacturer’s warranty. You will be required to fill out a warranty claim form, which you can request from our customer services team, and follow the instructions below.
The warranty procedure for orders placed online for home delivery needs to be followed/completed as mentioned below. Failure to do so may delay your claim. (2 sets of documentation are required)

  1. Complete and return the warranty claim form.
  2. Notify us in writing of the course of action to be taken, the description of the issue and attach a copy of original sales invoice.
  3. One set of the above mentioned must be kept inside the box with the goods and the second set must be placed on top of the box and has to be sent to the below mentioned head office address.

Amatron Distribution
Online Returns (Attn of Customer Service Department)

32 River Park

75 De Waal Road,

Diep River, Cape Town,

7800

Once we receive the return and claim, we will log it in the system for the warranty procedure to be initiated and send you a warranty reference number via email for your future reference.
The goods will be sent back to our suppliers for inspection and the warranty claim will be approved or not, based on the results of that inspection.

Who pays for return postage?

If you are returning an unsuitable item for a refund, we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I give feedback?

We value your feedback, please send all comments and suggestions to [email protected]