Overview

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Our refund policy is within 7 days and return policy last 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer directly

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Standard Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair, replace it or credit you with a voucher, subject to the below terms and conditions. 

1: What Qualifies? 

We do our best to ensure that the products we deliver to you are of high quality, and in good working order without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. 

The following will NOT be regarded as defects and will not entitle you to a valid return. These issues would require shipping, handling charges and repair costs (if needed) to be covered by you:

      • faults resulting from normal wear and tear;
      • No liquid-damaged devices will be covered by our warranty regardless of the manufacturer’s advertisements regarding water resistance. The liquid resistance is tested under strict conditions and due to the nature of our business being pre-owned, there is no way of testing the seals. Consequently, we are unable to guarantee the effectiveness of these seals, making it necessary to exclude liquid-damaged devices from our warranty coverage.
      • damage arising from negligence, or user damage. This includes drop and liquid damage or incorrect usage of the product.
      • damage arising from electrical surges or sea air corrosion;
      • damage arising from a failure to adequately care for the product;
      • damage arising from unauthorised installations of applications/software or alterations to the software or a device being locked due to too many incorrect password attempts made;
      • Unwanted products (change of preference).
      • Products that function as advertised, but are deemed by you to be unfit for the intended purpose.
      • All product descriptions are there to best represent the product advertised, we take no responsibility for any cases where a user failed to read the description of a product pertaining to the condition, functions or accessories(what the device comes with) upon purchasing and therefore would not qualify as a valid warranty return.

 

Standard Warranty (3 / 6 / 12 Month – Stipulated in title/description)

If you have received a product which they believe qualifies for a valid warranty return in line with our terms and conditions, we expect you to notify us as soon as reasonably possible after you become aware of the defect.

In order to qualify as a valid warranty return, you must notify torxsa.com in writing within the given period of warranty months after delivery/collection of the product. Resolving any issues you are experiencing is a very high priority for us.

You can begin the warranty return process by logging a return, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated the return, we will at the client’s discretion to arrange one of the following solutions

  1. Repair the product as soon as possible (if such repair is possible). If the repair takes longer than 14 days, we will get in touch with you to see if you would rather want a replacement.
  2. Replace the product as soon as possible (if we have a suitable product in stock to use as a replacement).
  3. Credit your account with the full purchase price of the product.
  4. Refund you with the full purchase price of the product.
  5. Please note that in the case of a warranty claim for a defective device, torxsa.com will replace the product with a device of the same market value as the original unit purchased at the time of the claim. This policy is designed to prevent warranty claims based on market fluctuations and to ensure fairness and consistency in the warranty replacement process.Therefore, if the market value of the original device has decreased since the time of purchase, the replacement device will reflect the current market value at the time of the warranty claim, rather than any potential upgrades or higher-priced models available at the time of the claim. We appreciate your understanding in adhering to this policy as it allows us to provide consistent and equitable resolutions to warranty claims. 

Unfortunately, we cannot facilitate returns that fall outside of the given warranty period.

Original Manufacturer Warranty (stipulated in the title)

An original manufacturer warranty is a warranty that the relevant manufacturer gives on their brand new sealed items.

If an item with the original warranty turns out to be defective or otherwise of poor quality, you may contact the local manufacturers representatives directly for any warranty claims.

 

2: Unwanted Products/Changed your Mind?

You can return an unwanted product to us, provided the following conditions are met:

      • The product is undamaged and unmodified, with the original labels and stickers still attached;
      • The product is not missing any accessories or parts;

While we take pride in offering free shipping on orders, there are costs to be covered in instances when a device is returned due to no fault of our own. Because of this, handling and shipping charges will be deducted from the purchase price of any products which do not qualify for a value warranty return.

We will arrange collection of the product from you using our designated courier services. Once we have inspected the product, deducted any necessary funds, and validated the return, we will credit your account (or refund them upon request) with the remaining amount – this normally takes 10 to 14 working days.

Not what you ordered?

In rare instances where a product is incorrectly supplied, or if the product is not as described on the website, please notify us as soon as possible.

In these instances, we will collect the product at no charge.

Once we have inspected the product and validated the return, we will, at your discretion, arrange one of the following solutions:

  1. Deliver the correct product back as soon as possible (if the correct product or a suitable replacement is available)
  2. Credit your account with the purchase price of the product
  3. Refund you the full price paid.

 

3: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by contacting our support team.

We will arrange to collect the product at no charge. Once we have inspected the product and the video footage of how the product was packed, we will validate the return. We will then at your discretion arrange one of the following solutions:

  1. Repair the product as soon as possible (if such repair is possible).
  2. Replace the product as soon as possible (if we have a suitable product in stock to use as a replacement).
  3. Credit your account with the full purchase price of the product.
  4. Refund your account with the full purchase price of the product.

 

4: Charges and refunds
If you return a defective product to us but fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) take one of the following routes to resolve the issue:

  1. Refuse the return.
  2. Only to replace the item that was returned
  3. Estimate the value of the missing accessories and parts and credit or refund you in respect of the returned item only.

Please note: If you have purchased a cover or a screen protector for your device. We are not liable to reimburse you for the cost of the accessories you purchased for the device under any circumstances. 

If you return a product that does not comply with this Policy, they may be liable to reimburse Torxsa for the transportation costs of the product.

Please note that we only refund to the payment method that you used to make the payment – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT will be refunded to the nominated bank account.

ALL payments are scheduled within 10 – 14 working days after reaching a solution. Payments to different banks may take up to 3 days to clear. All information is confirmed via email. 

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

      • Package your products safely and securely for protection during transit;
      • Include all accessories and parts that were sold with the product.
      • Be sure to keep your data backed up as we take no responsibility in any data loss that may occur while the device is with us. 
      • Have no sim cards or memory cards inserted.
      • No covers to come with the device.(Unless sold with the device)

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether. Torxsa does not take responsibility for any covers, accessories, data, sim cards or memory cards that are lost during the return.

Return cost:

For defective products: No cost

Return Method:

By Courier

Method to get the return label:

For defective products: Download/Print

Product conditions that we allow for returns:

New & Pre-owned

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 to 14 working days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again, we won’t be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us support@torxsa.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@torxsa.com and send your item to: Nicol Main Office Park, 2 Bruton Rd, Bryanston, Johannesburg, 2191, South Africa

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Cancellations

Devices not collected within 30days are subject to repossession to recover any cost associated.

Cancelled orders or repairs are subject to 25% cancellation fee after 24Hrs. Please note this is due to stock shortage and currency exchange rates. 

Shipping returns

To return your product, you should mail your product to:

Nicol Main Office Park, 2 Bruton Rd, Bryanston, Johannesburg, 2191, South Africa 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your returned product to reach may vary.

Please note when dealing with international suppliers the outcome of the return may depend on terms and conditions as per supplier as communicated to you

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at support@torxsa.com for questions related to refunds and returns.

Support: Mon-Fri 9h00AM – 5h00PM

Phone: +27 87 265 0135

Email: support@torxsa.com

Address: Nicol Main Office Park, 2 Bruton Rd, Bryanston, Johannesburg, 2191, South Africa (by appointment only)

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