Warranty, Returns & Delivery

Why we can offer more than most

Our stock comes through manufacturer refurbishment programmes run by brands like HP, Lenovo and Dell. Each unit is reconditioned in a factory environment, with genuine parts fitted where anything is replaced, and tested against the maker's own procedures. That is the difference between a refurbished laptop and a second-hand one, and it is why we stand behind every device for a full year, and up to two years if you choose the extension, where most refurbished sellers stop at three to six months.

What is covered

• —Hardware faults and component failures that occur under normal use.
• —The battery, for the first 12 months. If the operating system reports that the battery needs replacing within that period, we replace it. Battery cover does not extend beyond 12 months, even with the extended warranty.
• —Repairs are done with new or equivalent-to-new parts. If a repair is not practical we replace the unit with one of equivalent specification.
• —Cover starts on the delivery date and runs for 12 months, or 24 months with the extended warranty. It applies to the original purchaser and does not transfer unless we agree otherwise in writing.
• —Spare parts and accessories bought on their own are covered for 90 days from the invoice date.

What is not covered

• —Drops, knocks, cracked screens, liquid spills and other accidental or physical damage.
• —Damage from power surges, lightning, electrical stress, faulty mains supply, or the environment the device is kept in (heat, damp, dust).
• —Misuse, use contrary to the instructions, or any repair, modification or opening of the device by anyone other than us.
• —Software problems: operating system errors, viruses, driver issues, lost data or settings. Data transfer and data recovery are not warranty work.
• —Consumables, and cosmetic or non-critical parts such as hinges, frames, covers, doors and feet. Cosmetic wear that matches the grade you bought is not a defect.
• —Accessories and peripherals not supplied by us.
• —On monitors, a small number of stuck or dead pixels that falls within the industry's accepted tolerance.
• —On-site visits, work outside business hours and preventative maintenance, unless we have agreed a separate service arrangement with you.
• —Suitability for a specific purpose or a specific performance level, beyond the specification published on the product page.

How to claim

• —Contact us by email (sales@refurbonline.co.za) or phone (087 085 3991) with your order number and a short description of the fault.
• —We start with a remote session. A large share of reported faults turn out to be software or configuration and can be fixed the same day without the device leaving your desk.
• —If it is a hardware fault, we book a courier to collect the device at our cost.
• —We repair it with new or equivalent-to-new parts, or replace it with an equivalent unit, and courier it back to you.
• —Typical turnaround is 5 to 10 business days from collection. If a part or replacement unit is not immediately available it is ordered in, which can take 2 to 3 weeks. We tell you up front and keep you posted.
• —Parts and units we replace become our property. If we ask for a replaced part back and do not receive it, we may charge for it.

Faulty on arrival

If a device is faulty when you unbox it, tell us within 7 working days of delivery. Out-of-box faults go to the front of the queue and are collected, repaired or swapped as a priority.

Your data

Please back up your files before sending any device to us, and keep regular backups generally. Repairs sometimes require the drive to be wiped and the operating system reinstalled, and we cannot recover data once that has happened.

Changed your mind

• —If you bought as a private individual you can cancel within 7 business days of delivery, no reason needed.
• —The device must come back unused, undamaged and complete, in its original packaging, with everything that was in the box.
• —The return courier is at your cost and risk, unless the item was faulty or not what you ordered. Tell us first and we will confirm the return address and reference.
• —We refund to your original payment method within 30 days of receiving the device back. If items are missing or the device has been damaged after delivery, we deduct the reasonable cost of putting that right.
• —If you choose not to accept the operating-system licence when the device first starts up, the whole device can be returned within the same window; the licence cannot be returned on its own.

Faulty or not as described

• —If a device arrives faulty, damaged or different from its listing, contact us straight away. We collect it at our cost.
• —You choose whether we repair it, replace it or refund you in full. This right lasts for 6 months from delivery under the Consumer Protection Act, and our own warranty continues beyond that.

Business, bulk and rental orders

• —Purchases made by a business, and any order placed on a written quote, are not eligible for change-of-mind returns. The terms in your quote or rental agreement apply.
• —A business customer may reject goods that materially do not match the order by telling us in writing within 7 business days of delivery. After that the goods are taken as accepted.
• —Faulty goods are still covered by the warranty above, whoever the buyer is.

Not returnable

• —Software licences once activated.
• —Consumables once opened.

• —Delivery costs a flat R350.00 excl. VAT per order.
• —We dispatch once your payment has cleared and your order has been picked and checked, usually within 1 to 2 business days.
• —Expect delivery 2 to 5 business days after dispatch. Outlying areas can take a little longer. You receive a tracking number when the parcel leaves.
• —Servers, large monitors and orders of 5 or more units are quoted separately because size and destination change the courier cost.
• —Larger orders may arrive in more than one parcel at no extra cost.
• —Check the parcel when it arrives. Note any damage, shortage or wrong item on the courier's waybill before you sign, and let us know within 48 hours.
• —Responsibility for the goods passes to you on delivery. Ownership passes once the order is paid in full.

• —We confirm availability as soon as your order comes in.
• —If an item can no longer be supplied, we contact you within one business day with an equivalent or better alternative at the same price, or a full refund. Your choice.
• —Items marked "Arriving soon" cannot be bought online yet. Use the enquiry form and we will hold one for you at the listed price when it lands.

• —Card and instant EFT payments go through Paystack. Your card details are entered on Paystack's page, not ours, and are never stored by us.
• —A VAT invoice is emailed with your order confirmation.
• —You can pay by card or instant EFT through Paystack, or by manual EFT (bank transfer) using the banking details on your pro-forma invoice. Orders paid by manual EFT are processed only once the funds reflect in our account or valid proof of payment is received. Use your invoice number as the payment reference.

• —Hardware support is included for the length of your warranty.
• —Software setup, networking and ongoing IT management fall outside the warranty. Ask us about managed support if you need it.