Returns Policy

1. Introduction

This Policy forms part of the General Terms and Conditions, and so words defined in the General 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. Preparing your products for a return

1. To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
   1. package your products safely and securely for protection during transit;
   2. clearly mark your return reference number on the outside of the parcel; and
   3. include all accessories and parts that were sold with the product.
2. Failure to adhere to any of these requirements may delay the processing of your request or result in its decline in full.

3. Products that you purchased incorrectly or that are unwanted

1. You may return an unwanted product to us, provided:
   1. it is unopened, undamaged and unused, with the original labels and stickers still attached;
   2. save in relation to second-hand products sold at an iStore Pre-owned store (the "iStore Pre-owned store"), the Returned Product is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
   3. it is not missing any accessories or parts; and
   4. you return the product to us together with the invoice you received from us or you log a return on the Website within 30 (thirty) days of delivery to you or collection by you of the unwanted product. After 30 (thirty) days, you can only return a product if it is defective.
2. Once we have inspected the Returned Product and validated your return, we will credit your account with the purchase price of the product within 10 -15 (ten to fifteen) working days of the return being received at our warehouse or service centre.
3. 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. If the price of the Returned Product is more than that of the Exchange product, we may give you a voucher equal to the value of the difference between the two product prices.
4. If the packaging is in any way opened, damaged or tampered with, we will charge you a handling fee of up to 20% (twenty percent) of the total purchase price of the Returned Product.
5. If you have entered into a contract with a mobile cellular operator, returning a product bought from us will not cancel your contract with the mobile cellular operator. You will continue to be responsible for that contract and for any charges and fees that are associated with that contract.
6. Unsealed software products, software subscriptions, electronic software downloads and electronic voucher downloads, gift cards, Microsoft cards and iTunes Cards and in-ear products may not be returned to us and are not eligible for refunds.
7. Due to hygienic reasons we cannot refund or exchange in ear AirPods/earpods (except on manufacturing faults/faulty products).
8. Any products purchased from the iStore Pre-owned store using a debit card will not be eligible for a refund but may be exchanged for another product.
9. If you want us to collect the Returned Product from you, please make sure to fill in the returns form on the Website, we may charge a fee of R100 (one hundred Rand) to facilitate the collection on the Returned Product. This is applicable to any purchases made online.
10. Products will not be refunded or exchanged due to incompatibility. Please check compatibility information before placing an order.
11. Software products cannot be exchanged or refunded.

4. Product/s are damaged upon delivery

1. If a product is damaged or missing any parts or accessories at the time of delivery, please notify us within 7 (seven) days of such delivery or collection.
2. Please note that a return may be logged in the Website.
3. At no charge, we will arrange collection of the product from you.
4. Once we have inspected the product and validated your return, we will either repair or replace the product as soon as possible or credit your account with the purchase price of the product at your choice.

5. Faulty/defective products

1. If you receive a product that is defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 (six) months after delivery or collection of the product (except in the case of the extended supplier warranty, which is set out below).
2. Please note that a return may be logged on the Website.
3. At no charge, we will arrange collection of the product from you.
4. Once we have inspected the product and validated your return, we will either repair or replace the product as soon as possible or credit your account with the purchase price of the product at your choice.
5. If there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 (six) month period.
6. All products are covered by a manufacturer's warranty. If your product is faulty, please follow the process set out in the manufacturer's warranty as indicated to you by us.
7. Please note that any manufacturer's warranty is subject to the manufacturers terms and conditions. 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.
8. For the avoidance of doubt, the manufacturer's warranty is provided by the manufacturer and not by us. Any queries with regards to the warranty should be addressed with the manufacturer and we may only facilitate the communication between you and the manufacturer, if necessary.
9. Please note that the following are not defects, ie will not entitle you to a return in terms of this Policy:
   1. faults resulting from normal wear and tear;
   2. damage arising from negligence, user abuse or the incorrect usage of the product;
   3. damage arising from electrical surges or sea air corrosion;
   4. damage arising from a failure to adequately care for the product;
   5. damage arising from unauthorized alterations to the product;
   6. where the specifications of a product; and
   7. although accurately described on the Website and generally fit for its intended purpose, do not suit you.

6. Charges and refunds

1. If you return a defective product to us, but do not return all of the accessories and parts that were sold with that product, we may refuse the return, or only replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
2. If you return a product that does not comply with this Policy, you may be liable to reimburse us for the cost of collecting the product from you and the cost of having the product returned to you.
3. Refunds will be done electronically via electronic funds transfer (EFT) to a bank account nominated by you. In certain circumstances where possible, we may effect a credit card transaction reversal.
4. Refunds may take between 10 -15 (ten to fifteen) working days to process..
5. If a purchase is made via gift card (either in full or partial payment) the refund for that transaction will have to be made in the form of a gift card. We cannot give cash refunds for purchases that are made with gift cards.
6. In order to process EFT refunds we will require a copy of the customers ID copy as well as a proof of payment.
7. We will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund.

7. General

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