Return Policy

Device Shop Returns & Refunds Policy

Device Shop mainly supplies refurbished / ex-corporate IT equipment to business and institutional customers. For that reason, returns are limited and all sales are final unless the Consumer Protection Act (“CPA”) applies or we made an error.

  1. Read this with our Terms & Conditions

This policy must be read together with our Website Terms & Conditions and our Grading / Product Description pages. Nothing in this policy is intended to limit or waive any rights a customer has under the Consumer Protection Act, 68 of 2008 (“CPA”) where the CPA applies.

  1. Who this policy applies to
  • CPA customers – typically individuals or small juristic persons with an annual turnover / asset value of less than R2 million. The CPA gives these customers certain automatic rights.
  • Non-CPA / Business customers – customers buying for resale, for business use, bulk buyers, or juristic persons above the CPA threshold. For these customers, returns are very limited and only accepted where Device Shop has agreed in writing.

If there is a conflict between this policy and the CPA and the CPA applies, the CPA prevails.

  1. We do not accept change-of-mind returns

Because most of our products are refurbished / graded / ex-corporate devices, we do not accept returns where:

  • you changed your mind;
  • you bought the wrong spec / size / model;
  • the item is “not what I expected”; or
  • the item is not compatible with your environment,
    unless the CPA specifically gives you that right (see 4 below).
  1. CPA customers – your statutory rights

If the CPA applies to your purchase, you may have the right to:

  • Return unsafe / defective goods within 6 months of delivery for repair, replacement or refund (at Device Shop’s election), if the defect was not caused by misuse, electrical surge/load shedding damage, liquid damage, unauthorised repairs, or normal wear and tear; and/or
  • Cancel a transaction if we did not deliver within the agreed period (or within 30 days if no period was agreed).

Where the CPA gives you a right to a refund, we will process it after we have received and inspected the product.

  1. Non-CPA / Business customers

For customers not protected by the CPA (for example resellers, bulk buyers, and juristic persons over R2 million):

  • All sales are final.
  • Returns are only considered for DOA (dead on arrival) or incorrectly supplied items, reported within 48 hours of delivery.
  • Any return must be authorised in writing by Device Shop first and must be sent back in the condition received.
  • Device Shop may, in its discretion, levy a handling / restocking fee (up to 15%) to cover testing, repackaging and admin.
  • Courier / insurance to return the item may be for the customer’s account unless the return is due to our error.
  1. Incorrect / damaged on delivery

If you received the wrong product, missing items, or visible transit damage, tell us within 48 hours of delivery with photos and your order number so we can arrange the correct item / repair / credit.

  1. Condition of returned goods

Where a return is accepted:

  • the item must be returned in the same condition you received it (including all accessories, packaging, manuals, power supplies and licence keys);
  • items returned incomplete, damaged or not in resale condition may be rejected or subject to a reasonable charge to restore / replace missing items;
  • courier and insurance charges may be for the customer’s account unless the return is due to our error.
  1. Data and privacy on returned devices

You are solely responsible for backing up and removing any data on a device before returning it. Returned devices may be wiped or re-imaged. Device Shop will not be liable for any loss of data and you indemnify us against any claims relating to data remaining on the device.

  1. Non-returnable items

For hygiene, licensing or custom reasons, the following are not returnable unless the CPA expressly requires it: software and licences, consumables, batteries sold separately, parts/components, custom-built or specially-sourced items, clearance / “as-is” / BER items, and items sold below cost.

  1. Refunds

Where a refund is due:

  • we will refund to the original payment method / payer;
  • refunds may be reduced by any applicable handling / courier / missing items charges;
  • refunds are processed once goods have been received, inspected and tested.