Refund policy
1. Eligibility for Returns & Refunds
1.1. We accept returns, exchanges, or refunds under the following conditions:
a) The item is defective, damaged on arrival, or does not match the description on our website.
b) The item is unused, unopened, and in its original packaging.
c) The return request is logged within the applicable time frames listed in Section 2.
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, misused, or are not in their original condition.
e) Any item returned after the applicable time period without prior approval.
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,
• An incorrect item was shipped by Truetech.
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 (defective or incorrect item).
d) For defective/incorrect products, Truetech will also refund the return courier cost.
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),
• A full refund.
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.
7.2. If any part of this policy contradicts the CPA, the provisions of the CPA will prevail.
7.3. Nothing in this policy restricts your statutory rights.
8. Contact Us
For returns, queries, or complaints, please contact our support team:
Email: sales@truetech.co.za
Operating Hours: Monday–Friday, 9 am–4 pm (excluding public holidays)