Refund policy

ONLINE SHOP TERMS AND CONDITIONS

1. COOLING OFF PERIOD

  • You are entitled to a 7-day cooling-off period. If you decide to return a non-defective product, you may do so for a refund / exchange or credit. 

  • The product must be returned at the customer’s expense, in its original sales condition.  The product must be unopened in its original sales packaging

  • In the case of a mobile device or phone that uses a SIM card, inserting the SIM and logging onto a cellular network is deemed to be usage. 

  • In the case of a WIFI-enabled product, connecting to a Wi-Fi network is deemed to be usage.

  • The manufacturer may hold you liable for any damage caused to the product while it is in your possession. 

  • We reserve the right to refuse a return or exchange, if the product is not returned in its original packaging and in a saleable condition: 

    • Handsets are required to be in the original undamaged box (including inner trays) and all accessories.

    • Any promotional attachments or products received with the purchase must be included

  • Shipping fees will not be refunded and return shipping will be at the customer’s expense. 

  • Any returned products that have been wilfully or negligently damaged, scratched, neglected, modified or repaired, will be sent back to the customer, at their expense. 

Please note:

If a product is returned for a refund but has not been returned in its original condition (i.e. damaged packaging, missing accessories or manuals), the refund will be processed, less fair depreciation, to recoup any potential losses on resale.  This will be decided solely by The Real Repair Company (TRRC). The depreciated value will be determined based on the extent of any damage found, the cost of any missing parts and market-related factors. 

2. STORE COLLECTIONS AND PICK UP

  • Should you select to collect from a store within our “stockists list”, the returns policy will be governed by standard retail sales terms and conditions of the store; and the cooling off period will no longer apply.

  • Customers are responsible to check their purchase before leaving the store, and to confirm that the order is correct. 

  • If a customer is unhappy with the product supplied, they should not take possession and can request an exchange / refund or credit. 

3. INCORRECT DELIVERY

  • If the incorrect product was delivered to you (i.e. not the product you purchased), please DO NOT remove the product from its original packaging, open or use the product in any way. 

  • If the product packaging has been opened, damaged and is not returned in a saleable condition, the company reserves the right to reject the return.

  • Please contact us as soon as possible so we can arrange a collection (free of charge), and have the correct product delivered to you as soon as possible.

  • Any incorrectly delivered product remains the property of TRRC, unless agreed to by both parties and specified in writing. 

4. DEFECTIVE PRODUCTS

  • If the product is defective / faulty or unsuitable for which it was indicated in the product description (or otherwise generally intended), the item will be collected and sent to the relevant manufacturer to verify the fault.  This may take between 7-21 working days, excluding courier time. 

  • If the device has been found to be defective within 6 months (excluding any software-related issues), you will be entitled to have the unit repaired free of charge, replaced or refunded, provided it is within the product’s warranty period. 

  • If the product is found to be defective, or if the fault is caused by means other than in the terms of the warranty set out by the manufacturer or supplier, you will NOT be entitled to any refund or free replacement / repair. You will be liable for the costs incurred for having the product collected from and returned back to you. 

  • Products returned for refunds need to be returned with the full packaging, with all supplied accessories and in the original sales condition. Missing boxes, insert tray, accessories, scratches, dents, liquid damage, third-party repairs, or any modifications will void any refund claim.

5. POSSIBILITY OF LENIENCE

  •  If you return an allegedly defective product you have purchased from one of our stockists and, following inspection thereof, the manufacturer cannot verify with certainty that the product is in fact defective, we in our sole discretion may nevertheless decide to give you a partial refund on that purchase

6. EXCHANGES

  • If an exchange has been approved, we will endeavour to replace the product with the same colour as originally purchased. If this colour is not available, it will be exchanged with the same model in an available colour. If a device or variation has been discontinued, it will be exchanged for an equivalent product, to the value of no more than the original purchase price, or a voucher that equals the original value. 

7. REFUNDS

  • All products must be returned in the original packaging, in original sales condition and with all original accessories. 

  • The product will be assessed by TRRC before any refund will be processed. This can take between 7-21 working days, excluding courier times.

8. EXCEPTIONS / EXCLUSIONS TO THE GENERAL RULES:

Special Offers:

  • If the product was ordered on a “special offer” and said product is no longer being offered at the special price, and you elect to have the product repaired or replaced, you acknowledge and accept that we may only be able to repair the product and not replace it with the same.

Demo / Previously owned:

  • Previously owned devices have passed manufacturer testing. 

  • Please make yourself aware of the warranty period of any pre-owned, demo or CPO (certified pre-owned) device.  All previously owned devices only carry a 7-day return / refund warranty, unless an alternative period has been specified in the product listing.

  • Certain products may come with a Suppliers’ Warranty in excess of a 6-month warranty. Any warranty over and above the standard 6-month warranty will be repaired / exchanged as per the manufacturer’s instructions, and not at the discretion of TRRC.

9. GOODS DAMAGED IN TRANSIT

  • All products should reach you in perfect condition. However, if a parcel arrived partly or completely damaged, you should refuse delivery of said package and write the issues directly onto the delivery form in the presence of the courier company.

  • If no issue is raised at the point of delivery, and the product is accepted, the parcel will be considered to have been delivered in a good condition, and no subsequent complaints will be accepted by us.

  • Comments such as “subject to unpacking / inspection” or “Damaged box” have no legal standing, kindly refuse the product on delivery. 

  • Should you refuse delivery, please contact us as soon as possible so we can have your goods sent to you in a good condition.  If possible, take photographic evidence of the damaged goods, so that we can address the issue with the courier company. 

10. COST OF RETURNS

  • The cost of returning any product to us is the responsibility of the customer. 

  • All returns must be accompanied by the purchase confirmation or receipt, a full description of the problem, your requested outcome and full contact details. 

  • We take no responsibility for products while in transit. Customers are therefore responsible to package their products appropriately for shipping. 

  • Customers are welcome to deliver the product to us in person at any one of our stockist stores, together with the information requested above, as well as a clear explanation as to why you are returning the goods. Please inform us of the drop-off so we can track the return.  Additionally, this may add extra days on to the standard assessment time. 

Return Address:

ATT:  PrO Pre-owned – Online Dept.

212 Buitengracht Street

Bokaap, Cape Town

8000

Email: info@propreowned.com