Returns & warranty

1. Changed your mind — 7 days

Section 44 of the Electronic Communications and Transactions Act gives you a cooling-off right on goods bought online. You may cancel within 7 days of delivery and get a full refund of what you paid for the phone.

Conditions, and they are the standard ones:

• The phone is unused — no calls, no data, no accounts signed in, no SIM inserted.
• It comes back in the condition you received it, with any box, cable, case or paperwork we sent.
• You tell us in writing first — a WhatsApp message with the order number is enough.
• The return courier is for your account, unless the item was faulty or not what you ordered.

We refund within 30 days of the return arriving and passing inspection. If the phone comes back used or damaged, we may deduct the cost of making it sellable again — but we will always show you the reasoning and photos first, and you can have it back instead.

2. Dead on arrival, or the wrong phone — 14 days

If the phone does not switch on, does not hold a charge, has a fault that was not described, or is simply not the model, capacity or colour you ordered, tell us within 14 days of delivery. You choose:

• a replacement of the same model if we have stock, or
• a full refund, including the original courier fee, or
• a repair, if you would rather keep it.

In this window we pay the return courier and the outbound shipping of any replacement.

3. The 6-month warranty

Every handset carries a 6-month warranty from delivery, covering hardware failure that is not your fault: it stops charging, the screen stops responding, the camera or speaker fails, the board dies.

This sits on top of section 56 of the Consumer Protection Act, which already gives you six months to demand a repair, replacement or refund for goods that are not of good quality or not fit for purpose. Where the two overlap, the one more favourable to you applies.

What happens in a claim

1. We inspect the phone — remotely where possible, otherwise on return.
2. If it is a covered fault, we repair it, replace it with the same model, or refund you. Your choice, in that order of practicality.
3. Turnaround is 10 business days from the phone reaching us, and we keep you posted on WhatsApp.
4. If it cannot be repaired and we have no replacement, you get a full refund.

4. The IMEI guarantee

Every IMEI is checked before dispatch. If a phone is ever blocked or blacklisted — on any South African network, at any point — that is entirely on us. Send us the order number and we refund everything you paid, including return shipping. There is no time limit on this one, and no inspection fee.

5. What is not covered

To keep the warranty honest, here is what it does not cover:

• Accidental damage — a cracked screen, a bent frame, a crushed corner.
• Liquid damage — including a phone that was splashed, rained on, or dropped in water.
• Unauthorised repairs — a phone opened or repaired by a third party ends the warranty. Ask us first, always.
• Normal wear — scratches, scuffs, faded finish, and the gradual loss of battery capacity that every used phone has.
• Software you installed — a jailbreak, a beta OS, or an account lock you cannot remove.
• Consumables — cables, chargers and cases we included.

Change of mind after the 7-day window is not a warranty matter.

6. How to claim

1. Message us on WhatsApp with your order number and a short description of the fault.
2. Send a photo or a short video showing the problem, and tell us whether the phone has been dropped, wet or repaired.
3. We reply within one business day with the next step — a troubleshooting suggestion, or a courier collection.
4. Pack the phone as it arrived, add a note with the order number inside, and hand it to the courier. Keep the waybill.
5. We inspect and come back to you within 10 business days with the outcome.

7. Refunds

• Refunds go back the way they came. EFT payments are refunded in rand to a South African bank account in your name, within 30 days and usually inside 5 business days.
• We process refunds within 30 days of the returned phone passing inspection, usually within 5 business days.
• Original courier fees are refunded only where the fault was ours — a dead phone, a wrong item, or a blacklisted IMEI.

8. Your statutory rights

Nothing on this page replaces your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. If you believe we have not honoured them, tell us on WhatsApp first — we would rather fix it. If that fails, you can complain, free of charge, to the National Consumer Commission (thencc.org.za) or the Consumer Goods and Services Ombud (cgso.org.za).

How the sale itself works — pricing, payment, delivery — is set out in the terms of sale.