Refund policy
Refund Policy
1. Eligibility for Returns & Refunds
1.1. We accept returns, exchanges, or refunds in the following circumstances:
a) Defective, damaged, or incorrect items — the item is defective, was damaged on arrival, does not match the description on our website, or the wrong item was shipped. These returns are accepted in full, at our cost, with no restocking fee (see Section 5).
b) Change of mind — unopened (cooling-off) — you have changed your mind and the item is returned unused, unopened, and in its original packaging, with the return logged within 7 days of delivery. These returns are accepted with no restocking fee; only the cost of return shipping is for your account.
c) Change of mind — opened (discretionary) — you have changed your mind and the item has been opened but remains in resaleable or restorable condition, with the return logged within 7 days of delivery. We accept these returns at our discretion, subject to the restocking and restoration fees set out in Section 3.3.
1.2. The following items are not eligible for return or refund:
a) Digital or downloadable products.
b) Perishable items.
c) Personal care, hygiene, or intimate-use items (including cosmetics) once opened.
d) Products that have been installed, altered, physically damaged by the customer, or misused.
e) Any item returned after the applicable time period without prior approval.
Note: Clauses 1.2(c) and 1.2(d) do not limit your rights where an item is defective, unsafe, or not as described — those returns remain covered under Section 5 and the Consumer Protection Act.
2. Return Process
2.1. To initiate a return, please follow these steps:
a) Contact our Customer Support team within 7 days of receiving the item. Include your order number, contact details, and reason for return.
b) Our team will assess your request and confirm eligibility.
c) If approved, you will receive a Return Authorisation Number (RAN) and return instructions.
d) Safely repackage the product in its original packaging, including all accessories, cables, manuals, and promotional materials.
e) Clearly display the RAN on the outside of the package.
f) Send the item back using a trackable courier service to the return address provided.
2.2. Return shipping costs are the customer's responsibility unless the return is due to:
- A defect,
- A product fault, or
- An incorrect item shipped by TrueTech.
In these cases, TrueTech will arrange or reimburse return shipping.
3. Refunds
3.1. Once we receive and inspect the returned item, refunds are processed within 21 business days.
3.2. Refund terms:
a) Refunds are issued to the original payment method used at checkout.
b) If this is not possible, we will contact you to arrange an alternative method.
c) Shipping fees are non-refundable, unless the return was due to an error on our part (a defective or incorrect item).
d) For defective or incorrect products, TrueTech will also refund the return courier cost.
3.3. Restocking & Restoration Fees
3.3.1. No restocking fee applies to items returned because they are defective, damaged on arrival, incorrect, or not as described. In these cases you receive a full refund and we cover return shipping (see Sections 3.2 and 5).
3.3.2. No restocking fee applies to a change-of-mind cancellation logged within 7 days of delivery where the item is returned unopened and in its original packaging (clause 1.1(b)). Only the direct cost of return shipping is for your account.
3.3.3. For approved opened change-of-mind returns (clause 1.1(c)), a reasonable restocking fee may be deducted from your refund to cover the cost of restoring the goods to saleable condition. The fee is assessed on the item's condition when we receive it:
- Returned unopened in original, undamaged packaging — no fee.
- Opened but in original condition and complete (all accessories, cables, manuals, and packaging present and undamaged) — up to 10% of the item price.
- Returned with missing or damaged packaging or accessories, or showing signs of use beyond reasonable inspection — up to 15% of the item price, or the actual restoration cost, whichever is lower.
- Items that can only be resold as open-box or at a reduced price, or that carry a supplier restocking charge — a deduction equal to the actual, demonstrable reduction in resale value, which may exceed 15%. We will show you the basis for any such deduction (for example, the open-box resale price compared to new).
3.3.4. We will inform you of any applicable restocking fee, and the reason for it, before processing your return. No fee will be charged where opening or unpacking the item was reasonably necessary for you to determine whether it was acceptable. This clause operates subject to Section 7 (Consumer Protection Act compliance) and does not limit your statutory rights.
4. Exchanges
4.1. Exchanges must follow the same process as returns (Section 2).
4.2. Exchanges are subject to stock availability. If the requested replacement is unavailable, you may choose:
- A refund, or
- An alternative product of equal value.
5. Damaged, Defective, or Incorrect Products
5.1. If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with detailed evidence (clear photos or videos).
5.2. We may require the product to be returned for inspection. A prepaid label or collection will be arranged if the fault is confirmed.
5.3. After inspection, you may choose one of the following (subject to availability):
- A replacement,
- A repair (if applicable), or
- A full refund.
No restocking fee applies to returns under this section.
6. Warranty Claims
6.1. Some products may carry a manufacturer's warranty. Warranty terms and handling procedures will follow the manufacturer's guidelines.
6.2. Warranty claims require proof of purchase and may require assessment by an authorised repair centre.
7. Consumer Protection Act Compliance
7.1. This policy operates alongside the Consumer Protection Act (CPA) of South Africa and the Electronic Communications and Transactions Act (ECTA).
7.2. If any part of this policy contradicts the CPA or ECTA, the provisions of that legislation will prevail.
7.3. Nothing in this policy restricts your statutory rights, including the implied warranty of quality and your cooling-off rights as an online purchaser.
8. Contact Us
For returns, queries, or complaints, please contact our support team:
Email: sales@truetech.co.za Operating Hours: Monday–Friday, 8 am–4:30 pm (excluding public holidays)
The CMF GROUP (PTY) LTD - T/A TrueTech.co.za