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Introduction

1. This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

2. You may return any product that you bought from the Website or Torxsa Online if: – you’ve changed your mind;

– you purchased the wrong item;
– the Torxsa product is an unwanted gift;
– the Torxsa products has a technical fault; or
– you have concerns about the quality of the product (the “Returned Product”).

Products that you purchased incorrectly or that are unwanted

This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

1. You can return an unwanted product to Torxsa, provided:

– it is unopened, undamaged and unused, with the original labels and stickers still attached;

– save in relation to second-hand products sold at Torxsa, the Returned Product is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);

– it is not missing any accessories or parts; and

– you return the product to the Store together with the invoice you received when purchasing or you send an email to returns@torxsa.co.za within 15 days of delivery to you or collection by you of the unwanted product. After 15 days, you can only return a product if it is defective.

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3. Once we have inspected the Returned Product and validated your return form, we will credit your account with the purchase price of the product within 10-14 working days of the return being received at our warehouse or service centre.

4. You may also elect to exchange a Returned Product for another product (the “Exchange Product”) that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product.

5. If the packaging is in any way opened, damaged or tampered with, Torxsa will charge you a handling fee of up to 20% (twenty percent) of the total purchase price of the Returned Product.

6. Unsealed software products, software subscriptions, electronic software downloads and electronic voucher downloads, gift cards and in-ear products may not be returned to Torxsa or Torxsa and are not eligible for refunds.

7. All Returned Products are subject to inspection by the Torxsa team prior to a refund or an exchange.

8. If you want Torxsa to collect the Returned Product from you, please make sure to fill in the returns form on the Website or request via email returns@torxsa.com , Torxsa may charge a fee of R100 to facilitate the collection on the Returned Product. This is applicable to purchases made online.

9. Products will not be refunded or exchanged due to incompatibility. Please check compatibility information before placing an order.

10. Software products cannot be exchanged or refunded.

11. A 20% handling fee will be charged on opened / used purchases. A courier collection fee of R100.00 may be charged on refunds and exchanges. Torxsa will process the refund within 10-14 working days after you cancel your agreement with Torxsa or Torxsa receives the returned product.

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Faulty Products

1. All Torxsa new products are covered by a manufacturer’s warranty. If your product is faulty you must follow the process set out in the manufacturer’s warranty as indicated to you by the Torxsa team. All Torxsa pre-owned products are covered by a standard Torxsa 12 Months warranty unless otherwise stated on selected items.

2. Please note that any manufacturer’s warranty is subject to whatever terms and conditions the manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

3. For the avoidance of doubt, the manufacturer’s warranty is provided by the manufacturer and not Torxsa. Any queries with regards to the warranty should be addressed with the manufacturer and Torxsa can only facilitate the communication between you and the manufacturer.

General

To process a return, refund or exchange please send an email to returns@torxsa.com with your request and we will advise of the steps that you will need to follow.

Return Fees Summary:

Returns Fees Demo & Pre-owned Devices:

Non Faulty Returned within 15 days / Paid via EFT – 0% Fee
Non Faulty Returned within 15 days / Paid via Card or Online Store – 2.5% Fee

Non Faulty Returned after 15 days / Paid via EFT – 5% Fee
Non Faulty Returned after 15 days / Paid via Card or Online Store – 7.5% Fee

Faulty Device Returned within 15 days / Paid via EFT – 0% Fee (Can Exchange) Faulty Device Returned within 15 days / Paid via Card – 0% Fee (Can Exchange)

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Faulty Device Returned within 15 days / Paid via Online Store – 0% Fee (Can Exchange)

Faulty Device Returned after 15 days – Warranty Only

New Devices:

Non Faulty Unopened Returned within 15 days / Paid via EFT – 0% Fee
Non Faulty Unopened Returned within 15 days / Paid via Card or Online Store – 2.5% Fee

Non Faulty Unopened Returned after 15 days / Paid via EFT – 5% Fee
Non Faulty Unopened Returned after 15 days / Paid via Card or Online Store – 7.5% Fee

Non Faulty Opened Returned within 15 days / Paid via EFT – 20% Fee
Non Faulty Opened Returned within 15 days / Paid via Card or Online Store – 22.5% Fee

Non Faulty Opened Returned after 15 days / Paid via EFT – 25% Fee
Non Faulty Opened Returned after 15 days / Paid via Card or Online Store – 27.5% Fee

Faulty Device Returned within 15 days / Paid via EFT – 0% Fee (Can Exchange)
Faulty Device Returned within 15 days / Paid via Card or Online Store – 0% Fee (Can Exchange)

Faulty Device Returned after 15 days – Warranty Only

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