The purpose of this Policy is to establish a consolidated framework for processing refunds arising from product returns under the Electronic Communications and Transactions Act and Consumer Protection Act.
This Policy should be read in conjunction with Delitech's Terms of Sale. In the event of a discrepancy, the provisions of this Policy shall take precedence. Capitalised terms used in this Policy shall have the meanings assigned to them herein, unless otherwise specified. Any terms, including Capitalised terms, not explicitly defined within this Policy shall have the same meanings as those set forth in Delitech's Terms of Sale, in the absence of which they shall be interpreted in accordance with their commonly understood meaning within the context in which they are used. Unless the context indicates otherwise, (a) singular terms shall include the plural and vice versa, (b) references to any gender shall include all genders, and (c) references to persons shall include both natural and legal persons. Headings and numbering are included for ease of reference only.
1. Application
1.1 This Policy applies to any Product across a range of categories, including but not limited to accessories, adaptors, cables, components, connectors, consumables, hardware, licenses, parts, peripherals, software, spares, and sundries ("Products"), sold to the Customer regardless of platform.
1.2 This includes, but is not limited to, in-store sales, online sales, electronic sales (including e-mail), telephonic sales, Products sold while providing Services to the Customer (including On-site Services and Workshop Services), or through any other interaction with the Customer.
2. Software, Licenses, and Consumables
2.1 Software, licenses, and unsealed consumables are not eligible for a refund under this Policy.
3. Refund in the event of Cancelling an Order - General
3.1 The Customer may cancel any order, including special or import orders, within seven (7) days of the invoice date.
3.1.1 Late order cancellations are not eligible for a refund under this Policy.
3.2 All unfulfilled orders, except for special or import orders, ("Standard Orders") are eligible for a full refund.
3.3 Refunds for special or import orders are subject to a cancellation fee of twenty-five percent (25%) plus costs, e.g., assembly fees, handling fees, forex fees, shipping fees, etc.
4. Refund in the event of Cancelling an Order – Unreasonable Delivery Delay
4.1 Standard Orders are typically ready for collection/delivery in 3-5 business days as of the invoice date unless otherwise stated.
4.2 Special or import orders are typically ready for collection/delivery in 14-21 business days of the invoice date unless otherwise stated.
4.3 Delitech will notify the Customer if it expects any delays.
4.4 If a Standard Order is being unreasonably delayed, the Customer may cancel the order for a full refund.
4.5 If a special or import order is being unreasonably delayed, the Customer may cancel the order. Refunds for special or import orders are subject to a cancellation fee of twenty-five percent (25%) plus costs, e.g., assembly fees, handling fees, forex fees, shipping fees, etc.
5. Refund in the event of a Product being Out of Stock or End of Life
5.1 If a Product (excluding special or import orders) is out of stock or end of life, the Customer may cancel the order for a full refund, or the Customer may cancel the out of stock or end of life Product on order for a refund on that Product.
5.2 In the case of special or import orders, the Customer may cancel the affected Product for a refund that Product.
6. Refund in the event of Returning a Product - General
6.1 Special and import orders are not eligible for return.
General Returns - In-Store Purchases (Consumer Protection Act applies)
6.2 There is no general right of return for Products purchased under the Consumer Protection Act ("CPA"), i.e., in-store purchases.
6.2.1 No such Product is eligible for a refund unless at least one of the following requirements is met:
• The Customer was unable to inspect the Product.
• The Product was sold to the Customer through direct marketing.
• The Customer informed Delitech in writing of the purpose for which the Product is required or intended use, and/or any product-specific requirements, and the Product is not fit for that purpose and/or does not meet the stipulated requirements.
• The Product fails to meet the requirements of the implied warranty within six (6) months of the invoice date.
General Returns - Online Purchases (Electronic Communications and Transactions Act applies)
6.3 The Customer may, within seven (7) days of the invoice date, return Products purchased under the Electronic Communications and Transaction Act ("ECTA"), i.e., online purchases in their original, sealed packaging for a full refund.
6.4 All other returns are subject to a handling fee of ten percent (10%).
6.5 All returns are subject to inspection. This may take 3-5 business days for in-store inspection or 14-21 business days if Delitech must send the Product to the supplier for inspection.
6.6 No Product is eligible for a refund if it is unfit for resale, including but not limited to damaged or missing accessories, brochures, leaflets, media, packaging, parts, having been assembled/installed/used etc.
7. Refund in the event of Returning a Product – Not Compatible/Not Meeting Requirements
7.1 It is the Customer's responsibility to check specifications, verify compatibility, and/or to advise Delitech in writing if the Customer has specific requirements regarding attributes, features, or intended use.
7.2 If the Customer has advised Delitech accordingly, and the Product is not compatible and/or does not meet the stipulated requirements, the Product is eligible for a refund.
8. Refund in the event of a Defect/Failure to Meet Requirements of Implied Warranty within 6 Months
8.1 The Customer may, within the first six (6) months of the invoice date, return any defective Product or any Product that fails to perform within specified parameters or meet quality standards for a full refund (excluding special or imported orders) provided the Product was not used in a manner or setting contrary to the manufacturer's specific directions or otherwise misused.
8.1.1 Any defect must be substantial and material. For example, a headset that does not sit comfortably is a personal experience and not a defect.
8.1.2 The Product must be returned with all its accessories and parts.
8.2 The following will not be considered a defect:
• Faults arising from normal wear and tear.
• Damage arising from negligence, misuse, or abuse.
• Damage arising from electrical surges (including "load-shedding") or sea air corrosion.
• Damage arising from inadequate care or improper cleaning.
• Damage arising from unauthorised alteration, modification, or service.
• Damage arising from incomplete or improper configuration or installation.
8.3 Delitech will return the Product to the supplier for inspection and refund the Product as soon as the manufacturer authorises the return ("RMA"). This process may take 14-21 business days. (Under the CPA, the Customer may also opt for repair or replacement).
9. Return in the event of Delivery of Incorrect Products
9.1 If Delitech delivers one or more incorrect Products, do not open the packaging, and do not remove any labels.
9.2 Please contact Delitech within seven (7) days to arrange for collection of the Product(s).
9.3 The Customer may opt for a full refund or delivery of the correct Product(s).
10. Return in the event of Delivery of Damaged Products
10.1 Damaged outer packaging in and of itself does not mean a Product is damaged. Damage to a Product must be obvious or otherwise demonstrable for it to be eligible for a refund.
10.2 If Delitech delivers one or more damaged Products, please take timestamped images of the outer packaging, inner packaging, and the damaged Product(s).
10.3 Please contact Delitech within seven (7) days to arrange for collection of the Product(s).
10.4 The Customer may opt for a full refund or replacement of the Product(s).
11. Refund Procedure
11.1 The Product(s) must be returned to Delitech in accordance with this Policy.
11.1.1 The Customer may return the Product(s) to Delitech in-store, or contact Delitech to arrange for collection, in which case it is the Customer's responsibility to adequately package the Product(s):
(a) The Product(s) must be packaged, in its original packaging, in another container with as much padding and protective packaging as possible to ensure the Product(s) is/are not damaged in transit.
(b) If one or more Products are damaged in transit because they have not been packaged properly, those Products are not eligible for a refund.
(c) The original invoice or a clear copy of the original invoice must accompany the Product(s) upon return.
11.2 Except where the Customer opts for repair or replacement under the CPA, the prescribed "Refund request" form must be completed in full.
11.3 The Product(s) will be processed in accordance with this Policy (including any timeframes).
11.4 Upon approval, the refund will be paid in accordance with this Policy.
11.5 If the refund is not approved or if the refund is only partially approved, Delitech will provide the reasons to the Customer.
11.5.1 If the Customer disagrees with these reasons, the Customer can approach the Consumer Goods and Services Ombud by visiting its website at https://www.cgso.org.za/ or e-mailing info@cgso.org.za.
11.6 The Customer agrees not to share inaccurate information pertaining to any returns or any refusal by Delitech to approve a refund under this Policy to any consumer forum or website (including social media) or in the media.
11.6.1 In doing so, the Customer waives their right to privacy and agrees that Delitech may disclose any relevant information on the same platform.
11.6.2 Delitech reserves the right to take legal action against the Customer for publicly stating falsehoods, and/or for slander and/or defamation.
11.7. Responsibility to Pay for Returning the Product
11.7.1 If the Product was ordered and collected in-store, the Customer must return the Product at the Customer's cost.
11.7.2 If the Product was ordered in-store and delivered to the Customer, Delitech will collect the Product from the Customer at our cost.
11.7.3 If the Product was ordered online, the Customer must return the Product at the Customer's cost.
11.7.4 If Delitech delivered an incorrect Product, Delitech will collect the Product from the Customer at our cost, provided the Customer notified Delitech within seven (7) days.
11.7.5 If Delitech delivered a damaged Product, Delitech will collect the Product from the Customer at our cost, provided the Customer notified Delitech within seven (7) days.
12. Approved Refunds paid by EFT to Original Purchaser within 7-14 Business Days
12.1 The CPA and ECTA provides for paying refunds within thirty (30) business days.
12.2 Notwithstanding this provision, Delitech endeavours to pay refunds to the original purchaser within 1-14 business days.
12.3 Refunds will be paid by EFT only.
12.4 No cash refunds or any other form of refund will be paid regardless of the original method of payment.
12.5 The refund may take up to three (3) business days to reflect in the nominated bank account.
13. How to Contact Us
Office 10B, Ryneveld Lifestyle Centre
75 Van Ryneveld Ave
Pierre van Ryneveld
Gauteng
0157
Tel: 087 821 7101 (Mo-Fr 10am to 6pm) (excl. public holidays)
https://www.delitech.co.za
sales@delitech.co.za
Management team
management@delitech.co.za
Legal team
legal@delitech.co.za
Please refer to our Contact Policy which can be accessed on our website at https://www.delitech.co.za or obtained by e-mailing legal@delitech.co.za.
