Refund policy

Refund, Returns & Warranty Policy

We are committed to ensuring that you are satisfied with your purchase. Please read our policy below, which outlines the conditions for returns, refunds, exchanges, and warranty claims. All returns and warranties are handled in accordance with the Consumer Protection Act 68 of 2008 (CPA).

Returns – Defective and Non-Defective Products

We accept returns for both defective and non-defective products under the following conditions:

  • Products must be returned within 7 calendar days of delivery. The 7-day period starts on the date the product is delivered to you, as confirmed by our courier tracking.
  • Products must be unused, in their original sealed packaging, and suitable for resale.
  • All seals, labels, and stickers must remain intact and attached.
  • Software and consumables (e.g., ink, batteries) can only be returned if they are unopened and unused.

All returned items are subject to inspection before a refund is approved.

If an unused product has been opened, a 25% restocking fee applies only to change-of-mind (non-defective) returns, provided the product is returned with all original packaging and materials. Defective or faulty items covered under warranty are exempt from restocking fees.

Customers may return items either by shipping them back or dropping them off at a designated return location. Return instructions and the return address will be provided after contacting our support team.

Return shipping is at the customer’s expense for change-of-mind returns. Delivery charges from the original order are non-refundable. Shipping costs for defective items will be covered by NovaTech Store.

Exchanges

We accept exchanges. Exchanges are processed as a return of the original product, followed by a new order for the replacement product. If the exchange is due to a defective item, return shipping and replacement delivery will be covered by us. If the replacement item is not available, a refund will be issued according to the Refund Process below.

Refund Process

Once we receive your return, we will inspect the product and notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed using your original method of payment.
  • If you paid by credit card, a refund will be issued to your card.
  • If you paid by EFT, we may request your bank details to process the refund.
  • Please allow up to 7 business days for the refund to reflect.

After 7 days from delivery, returns will only be accepted for defective or faulty products covered under warranty.

Warranty – Exchanges & Replacements

We stand behind the quality of our products. If any item you purchased develops a defect as defined under the CPA, you may return it under the warranty terms below.

  • All products carry a minimum 6-month warranty from the date of purchase.
  • Some products may have longer manufacturer warranties, which we will honour.
  • Products must be used according to manufacturer guidelines and under normal conditions.
  • If a product is Dead on Arrival (DOA) or not functioning on delivery, please notify us within 7 days.
  • To process your return, we will provide an RMA form via email for you to complete.
  • Customers may return items either by shipping them back or dropping them off at a designated return location. Return instructions and the return address will be provided after contacting our support team.
  • Return shipping for validated warranty claims will be covered by us.
  • We reserve the right to inspect and test the product to validate the reported fault.

If the return is validated, we will replace the product or issue a repair, depending on availability.

Shipping for approved replacements or repairs will be covered by us and delivered to the original address within 7–14 working days.

What Does Not Qualify as a Defect?

The following will not be accepted as manufacturing defects and will not qualify for return or replacement:

  • Normal wear and tear.
  • Damage caused by misuse, negligence, or improper care.
  • Failure to follow usage instructions provided by the manufacturer.
  • Any unauthorised repairs or modifications to the product.

Legal Compliance

This policy is written in line with the Consumer Protection Act 68 of 2008 (CPA). For more information, visit:
https://www.gov.za/documents/consumer-protection-act

If you need assistance with a return, exchange, or warranty claim, please contact our support team via the contact page on our website or email info@novatechstore.co.za.