Refund and Returns Policy

DIGITEL PRO RETURNS AND WARRANTY POLICY

 

1. OVERVIEW AND APPLICABLE LAW

This policy outlines the rules, procedures, and conditions for returning products purchased from Digitel Pro. This policy is subject to and must be read in conjunction with the Consumer Protection Act (CPA) and our general Terms and Conditions of Sale.

We sell two categories of goods, and different rules apply to each:

  1. Brand New Sealed Devices

  2. Pre-Owned Devices (All pre-owned devices undergo a 30-point check system).

 

2. THE 7-DAY COOLING-OFF PERIOD (Non-Defective Returns)

You have a right to return certain non-defective goods purchased online within 7 calendar days of receiving them, as per Section 44 of the Electronic Communications and Transactions Act (ECTA).

Condition Requirements Handling / Restocking Fee
New, Sealed Devices The device must be completely unused, unopened, and still in its original, undamaged, factory-sealed packaging. Up to 30% of the purchase price may be charged if the original seal has been broken or the packaging is damaged.
Pre-Owned Devices The device must be in the exact same condition as when delivered, with all original accessories, boxes, and manuals intact. No physical damage, liquid damage, or software modifications are permitted. Up to 15% of the purchase price.
 

Important Notes on Non-Defective Returns:

  • You are responsible for the cost of returning the item to Digitel Pro.

  • Once the returned item is received and inspected (which may take up to 5 working days), we will process an EFT refund, minus any applicable restocking fee and the original shipping charge.

  • The refund process may take 10-14 working days to reflect in your account.

 

3. RETURNS FOR DAMAGED OR INCORRECT GOODS

If you receive an item that is physically damaged or is incorrect (not the product you ordered):

  • You must report the issue via email to Digitel Pro within 24 hours of the delivery time.

  • Please include your order number, a description of the damage/error, and clear photographs of the product and the courier packaging.

  • Digitel Pro will arrange for the free collection and inspection of the goods.

  • If the claim is verified, we will offer a replacement (subject to stock availability) or a full refund, including the original shipping cost.

 

4. PRODUCT WARRANTIES (Defective Returns)

All products sold by Digitel Pro carry a specific warranty against hardware defects arising from faulty materials or workmanship. The warranty begins from the date of purchase.

Product Category Warranty Period Who Facilitates the Claim
Brand New Sealed iPhones 12 Months Digitel Pro or the official manufacturer.
Pre-Owned iPhones 3 Months Digitel Pro technical team.
Other Devices (Macs, iPads, Samsung, etc.) As stated on the product page (e.g., 6 or 12 Months). Digitel Pro technical team or manufacturer.
 

 

A. Warranty Claim Procedure

  1. Contact us immediately upon discovering a potential hardware defect.

  2. We will issue a unique Return Material Authorisation (RMA) number.

  3. You are responsible for ensuring the item is securely packaged for collection/delivery back to us.

  4. If a hardware defect is confirmed, we will first attempt a repair. If repair is not possible, we will offer a replacement or a refund (in that order).

 

B. Assessment Fee for Non-Faulty Returns

If a device is returned for a warranty claim and, upon inspection by our technicians, no fault is found, or the fault is determined to be the result of damage that voids the warranty (see Section 5), you will be charged a R299 assessment and handling fee before the device is returned to you.

 

5. CIRCUMSTANCES THAT VOID THE WARRANTY

The warranty is immediately void and will not cover repairs or replacements if any of the following are evident:

  • Physical or Liquid Damage: Damage caused by drops, spills, improper installation, or electrical surges.

  • Unauthorized Repair: Any attempt to repair, disassemble, or tamper with the device by anyone other than a Digitel Pro authorized technician.

  • Software Tampering: Evidence of rooting, jailbreaking, custom firmware, or other severe software modifications not approved by the manufacturer.

  • Neglect or Abuse: Usage contrary to manufacturer instructions or evidence of excessive wear and tear beyond normal use.

  • External Factors: Damage caused by lightning, fire, or other external causes.

 

6. CUSTOMER RESPONSIBILITIES FOR DATA

It is your sole responsibility to back up and delete all personal, confidential, and private data from any electronic device before returning it to Digitel Pro for any reason (warranty, return, or exchange).

Digitel Pro will not be held responsible for any data loss or data left on a returned device. Upon receipt, our technicians will wipe the device to perform testing, which will permanently delete all data.

 

7. GENERAL RETURNS PROCEDURE

  1. Request: Email our support team at admin@digitelpro.co.za with your order number, the device’s serial number, and the reason for the return (e.g., “7-Day Change of Mind” or “Warranty Claim”).

  2. RMA: Wait for us to issue your unique Return Material Authorisation (RMA) number and provide return instructions.

  3. Shipment: Ship the item back (at your cost for non-defective returns) or wait for our courier to collect (for verified defective/damaged claims).

  4. Inspection: We will inspect the item against the claim and the warranty conditions.

  5. Resolution: We will notify you of the outcome and the intended resolution (Repair, Replacement, or Refund).