Asetos Computers Policies

Applies to: Asetos Computers, Asetos (Pty) Ltd
Address: Shop G15, The Zone @ Rosebank, 177 Oxford Road, Rosebank, Johannesburg, 2196
Website: https://asetos.co.za and https://shop.asetos.co.za
Telephone: 011 057 5709
Email: info@asetos.co.za / sales@asetos.co.za

These policies apply to purchases, repairs, diagnostics, collections, deliveries, returns and warranty claims handled by Asetos Computers.

Nothing in these policies limits any consumer rights that cannot lawfully be limited under South African law, including the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable law.

1. Payment Policy

1.1 Order processing

Orders are only processed once payment has reflected in Asetos Computers’ bank account or has been confirmed by the relevant payment platform.

A standard 24-hour order processing period applies after payment confirmation, unless a different period is stated on the product page, invoice, quotation or checkout page.

1.2 Payment reflection times

Estimated payment reflection times are as follows:

• Nedbank payments to our bank account usually reflect immediately.
• PayFast and Payflex payments may take up to 48 hours to reflect.
• BidorBuy / Bob Shop marketplace payments may take up to 24 hours to reflect.
• EFT payments from other banks may take longer depending on the bank.

Asetos Computers is not liable for delays caused by banks, payment gateways, payment verification systems or marketplace platforms.

1.3 Fraud checks

Asetos Computers may delay, hold or cancel an order where payment appears suspicious, incomplete, reversed, disputed or subject to verification.

Where fraud, chargeback abuse or suspected unauthorised payment is detected, Asetos Computers may request proof of identity, proof of payment or other reasonable verification before releasing goods.

1.4 Ownership

Ownership of goods remains with Asetos Computers until full cleared payment has been received.

Risk passes in accordance with the shipping, collection and delivery policy below.

1.5 Pricing errors

If a product is listed with an obvious pricing, stock, description or technical error, Asetos Computers may cancel the order and refund the customer, unless the order has already been confirmed and fulfilled.

2. Shipping, Delivery and Collection Policy

2.1 Courier services

Asetos Computers may use third-party couriers including The Courier Guy, CourierIT, Internet Express or any other suitable courier.

Delivery times are estimates only and may be affected by courier delays, public holidays, incorrect addresses, payment verification, stock availability, strikes, weather, load-shedding, customs or other circumstances outside Asetos Computers’ control.

2.2 Nationwide delivery

Asetos Computers offers delivery across South Africa where courier service is available.

Delivery costs, if applicable, will be shown on the invoice, quotation or checkout page.

2.3 Collection from Rosebank

Customers may collect from:

Asetos Computers
Shop G15, The Zone @ Rosebank
177 Oxford Road
Rosebank, Johannesburg

Customers collecting goods may be asked to produce proof of payment, order confirmation or identification before goods are released.

2.4 Customer-arranged courier

Customers may send their own courier or arrange pickup from Asetos Computers.

Where the customer arranges their own courier, the courier is deemed to be the customer’s appointed agent. Risk passes to the customer once the customer’s courier collects the goods from Asetos Computers.

Asetos Computers is not liable for loss, delay, damage or mishandling by a courier appointed by the customer.

2.5 Incorrect delivery details

The customer is responsible for providing accurate delivery details.

If delivery fails due to an incorrect address, unavailable recipient, refusal to accept delivery or failure to respond to courier communication, the customer may be liable for re-delivery, storage or return courier charges.

2.6 Transit damage

If goods arrive damaged, incomplete or visibly tampered with, the customer must notify Asetos Computers immediately, preferably within 24 hours of delivery.

The customer must:

• take clear photos of the outer packaging;
• take clear photos of the inner packaging;
• take clear photos of the damaged item;
• keep all packaging materials exactly as received;
• keep the shipping label visible; and
• not discard the box, filler material or packaging until the courier claim is finalised.

Failure to retain packaging or report damage promptly may affect Asetos Computers’ ability to claim from the courier.

3. Product Warranty Policy

3.1 Standard warranty

Unless stated otherwise, replacement parts and refurbished devices supplied by Asetos Computers carry a 6-month warranty.

Repair jobs carry a 3-month warranty on the specific repaired fault, installed part and labour related to that repair.

Some products may carry a shorter or longer warranty if clearly stated on the invoice, quotation, product page or manufacturer warranty document.

3.2 What the warranty covers

The warranty covers defects in workmanship, supplied parts or functionality that existed at the time of supply or that arise during normal use within the warranty period.

For approved warranty claims, Asetos Computers may inspect, test, repair, replace or refund in accordance with applicable law.

3.3 CPA statutory warranty

Where the Consumer Protection Act applies, defective goods may be returned within 6 months of delivery if they fail to meet the required standard of quality.

Where the law gives the customer the right to choose between repair, replacement or refund, Asetos Computers will comply with that right.

3.4 Warranty exclusions

The warranty does not cover damage or faults caused by:

• misuse, abuse or neglect;
• liquid damage or corrosion;
• power surge or electrical damage;
• physical damage, drops, cracked screens, broken hinges or broken casings;
• overheating due to blocked vents, dust or poor ventilation;
• unauthorised repairs or tampering;
• incorrect installation by the customer or third party;
• incompatible hardware, software, BIOS, firmware or drivers;
• viruses, malware, operating-system corruption or software issues;
• consumable wear and tear;
• battery degradation from normal use;
• customer-supplied parts;
• data loss;
• faults unrelated to the work performed by Asetos Computers; or
• defects that were disclosed and accepted at the time of sale.

3.5 Compatibility

Asetos Computers warrants that products will be materially as described.

However, Asetos Computers does not guarantee compatibility with every laptop, desktop, server, phone, operating system, BIOS version, software application or third-party accessory unless compatibility was confirmed by Asetos Computers in writing for the customer’s specific device or intended use.

Customers must check model numbers, part numbers, connector type, voltage, wattage, screen pin count, resolution, battery type and other relevant specifications before ordering.

3.6 Refurbished, used and graded products

Used, refurbished, pre-owned, open-box or graded products may show cosmetic signs of prior use.

Asetos Computers will disclose the condition or grade of such products as far as reasonably possible.

Known defects, missing accessories, reduced battery health, cosmetic issues or limitations should be recorded on the product page, quotation, invoice or sales note where applicable.

4. Returns, Refunds and Exchange Policy

4.1 Return authorisation

Customers must contact Asetos Computers before returning any item.

Asetos Computers may require the invoice number, order number, serial number, fault description, photos, videos or test results before approving a return.

Items returned without approval may be rejected or delayed.

4.2 Defective products

If a product is defective within the warranty period, the customer must report the fault within the warranty period.

Asetos Computers will assess the product and, where the claim is valid, handle the matter in accordance with the applicable warranty and South African law.

For valid warranty claims, reasonable replacement shipping costs will be covered by Asetos Computers.

4.3 Items ordered in error

If the customer ordered the wrong item, changed their mind, selected the wrong model, or no longer requires the item, Asetos Computers may accept the return at its discretion, provided that:

• the item is returned promptly;
• the item is unused, undamaged and complete;
• all accessories, manuals, packaging and labels are included;
• the item has not been installed, opened, modified or damaged; and
• the return is not prohibited by law or product condition.

For customer-error returns, original shipping costs are not refundable and return shipping is for the customer’s account.

4.4 Restocking or handling fee

For customer-error returns, opened items, incorrectly ordered items, incomplete returns, or items returned as defective but found to be fully operational, Asetos Computers may charge a reasonable handling, testing or restocking fee.

The standard restocking fee may be up to 15% of the item value, depending on the condition of the item, packaging, testing required and loss of resale value.

No restocking fee will be charged where the law does not permit one.

4.5 No fault found

If an item is returned as defective but testing shows that it is operational, Asetos Computers may reject the warranty claim.

The customer may be liable for inspection, testing, return shipping, storage or re-delivery charges, provided such charges are reasonable and were disclosed.

4.6 Non-returnable items

Unless defective or required by law, the following may not be returnable:

• installed parts;
• opened electronic components;
• special-order items;
• custom-configured items;
• items damaged by the customer;
• items missing accessories or packaging;
• software, licences or digital items;
• consumables;
• customer-supplied parts;
• items sold with disclosed defects; and
• items that have been physically altered, fitted, soldered, modified or combined with other goods.

4.7 Refund processing

Approved refunds may take up to 15 working days to process after the item has been received, inspected and approved.

Banks, payment gateways and marketplace platforms may take additional time to reflect the refund.

Refunds will usually be made to the original payment method unless Asetos Computers agrees otherwise.

5. Online Orders and Cooling-Off Policy

Where the Electronic Communications and Transactions Act applies, an online customer may have the right to cancel certain online transactions within 7 days after receiving the goods.

Where this right applies:

• the customer may cancel without reason;
• the customer must return the goods;
• the customer may be liable for the direct cost of returning the goods; and
• the goods must be returned complete and in the condition required by law.

This cooling-off right does not apply to all transactions and may not apply to special-order goods, installed goods, opened electronic components, custom items or goods that cannot be returned by law or by their nature.

6. Repair, Diagnostics and Book-In Policy

6.1 Non-authorised repair centre

Asetos Computers is an independent repair business.

Asetos Computers is not an authorised repair centre for Apple, HP, Dell, Asus, Samsung, Huawei or any other major computer, phone or electronics manufacturer unless expressly stated in writing.

If a device is still under manufacturer warranty, the customer should consult the original supplier, vendor or authorised repair centre before booking the device with Asetos Computers.

Asetos Computers is not liable if repair, opening, inspection or assessment by Asetos Computers affects or voids a manufacturer warranty.

6.2 Book-in process

Booking in a device includes:

• fault reporting;
• visual condition recording;
• intake form generation;
• repair ticket creation;
• initial testing where possible; and
• recording of accessories received, if any.

Customers must ensure that a repair ticket is issued and that the device condition is recorded at book-in.

6.3 Assessment fee

Asetos Computers may charge an assessment or diagnostic fee.

The current standard assessment fee is R345, unless otherwise stated.

The assessment fee may be waived if the customer proceeds with the quoted repair.

Assessment may be free where Asetos Computers determines that the repair has slim prospects of success or is uneconomical.

If a reasonable repair quote is rejected after assessment, Asetos Computers may charge the prescribed assessment fee.

6.4 Consent to assess in customer’s absence

The customer may consent to evaluation in their absence.

Where the customer gives such consent, Asetos Computers may proceed with inspection, testing, disassembly or diagnostic steps reasonably required to assess the device.

6.5 Written repair approval

After assessment, Asetos Computers will provide feedback and/or a quote where reasonably possible.

Repair work will only commence after the customer gives written approval by WhatsApp, email, signed form or other recorded communication.

Asetos Computers will not be required to perform extra work beyond the approved scope unless the customer approves the additional work and cost.

6.6 Estimate and additional costs

A quotation is based on the fault reported, the assessment performed and the visible condition of the device at the time.

If further faults are discovered during repair, Asetos Computers will notify the customer and request approval before proceeding with additional chargeable work.

6.7 Scope of repair

Asetos Computers will work only on reported, diagnosed and approved faults.

The repair warranty applies only to the specific fault repaired and the specific parts or labour supplied by Asetos Computers.

Some faults, especially liquid-damage faults, intermittent faults, motherboard faults, overheating faults and faults caused by previous repairs, may take time to manifest. Such faults are not automatically covered unless they relate directly to the approved repair work.

6.8 Trade skill and repair method

Asetos Computers will provide reasonable assessment feedback, including the problem identified and what is required to fix the device.

Asetos Computers is not required to disclose detailed repair methods, component-level techniques, supplier sources or trade-secret repair processes.

6.9 Customer-supplied parts

Where the customer supplies parts for installation, Asetos Computers does not warrant the quality, authenticity, compatibility or lifespan of those parts.

Asetos Computers may charge labour for installing customer-supplied parts, but any warranty will apply only to the labour performed, unless otherwise agreed in writing.

6.10 Manufacturer locks, passwords and BitLocker

Customers must provide passwords, PINs, Apple ID, Google account details, BIOS passwords, BitLocker recovery keys or other access credentials where required for testing or completion of repair.

Most hardware repair operations may trigger a BitLocker recovery key prompt.

Asetos Computers cannot recover a customer’s BitLocker key after repair and is not liable where a customer cannot access encrypted data due to missing recovery keys.

6.11 Data backup

Customers must back up all important data before booking in a device.

If the customer’s data is important, the customer must request backup or data recovery services before repair work starts. Fees may apply.

Asetos Computers is not liable for pre-existing data loss, failed drives, corrupt operating systems, damaged storage devices, encrypted drives, deleted files or data loss inherent in approved repair work, except where liability cannot lawfully be excluded.

6.12 Accessories

Customers must remove external devices and accessories before handing in a device, including:

• bags and cases;
• chargers;
• USB dongles;
• SIM cards;
• memory cards;
• external hard drives;
• flash drives;
• adapters;
• styluses; and
• any other removable accessories.

Asetos Computers is not liable for accessories not recorded on the intake form.

If an accessory is needed for assessment, Asetos Computers will specifically request it and record it.

6.13 Device condition and pre-existing defects

The condition of the device must be recorded at the time of book-in.

Where possible, the checklist should record the condition of:

• display screen;
• charging port;
• network status;
• power adapter;
• battery;
• storage;
• memory;
• keyboard;
• boot process;
• hinges;
• screws;
• touch mechanism; and
• general physical condition.

Dead-on-arrival devices may only allow a general condition note.

The customer is encouraged to point out visible defects and may place a unique mark on major components if desired.

The customer must raise any disagreement about the recorded condition at the time of book-in.

6.14 Fragile, damaged or deteriorated devices

Where a device has physical damage, broken covers, cracked screens, damaged hinges, missing screws, liquid damage, brittle plastics or other structural weakness, disassembly may worsen the condition.

Asetos Computers will take reasonable care, but may not always be able to return physically damaged or deteriorated devices in the exact condition received after assessment, disassembly or attempted repair.

6.15 Liquid damage and intermittent faults

Liquid-damaged and intermittently faulty devices carry higher repair risk.

A device may work temporarily after cleaning or repair and later fail due to corrosion, hidden board damage or component degradation.

Unless expressly agreed in writing, warranty does not cover new or hidden faults that were not diagnosed, repaired or approved as part of the original repair scope.

6.16 Repair warranty

Repair work carries a 3-month warranty on the specific repaired fault, installed part and labour supplied by Asetos Computers.

The repair warranty does not cover unrelated faults, customer damage, liquid damage, software corruption, power surges, misuse, ordinary wear and tear, or faults caused by third-party work.

6.17 Return of replaced parts

Where parts are removed during repair, Asetos Computers will return them to the customer if requested, unless:

• the customer declines their return;
• the part must be returned to a supplier or manufacturer for warranty purposes;
• the part is exchanged as a core return;
• safe disposal is required;
• the part is hazardous; or
• return is not reasonably practical.

6.18 Unsuccessful repairs

Not every device can be repaired.

Where repair is unsuccessful, Asetos Computers may charge for approved diagnostic work, attempted repair work, labour, parts used, shipping or other approved costs.

Where a “no fix, no fee” arrangement applies, it must be confirmed in writing before work starts.

7. Abandoned Devices and Storage Policy

7.1 Collection period

Customers must collect devices promptly after repair completion, quote rejection, unsuccessful repair outcome or notification that the device is ready.

Customers should not book in a device unless they intend to collect it within two weeks after the repair outcome is communicated.

7.2 Storage period

Devices will be stored at Asetos Computers’ insured premises for up to 30 days after the customer has been notified that the device is ready for collection or that the repair outcome is available.

After 30 days, Asetos Computers may move the item to a separate storage facility at the customer’s risk and cost.

7.3 Storage charges

Asetos Computers may charge reasonable storage, handling or administration fees for uncollected devices.

Storage charges must be paid before the device is released.

7.4 Disposal of abandoned items

If an item remains uncollected for 60 days after being moved to storage, Asetos Computers may treat the item as abandoned and may dispose of, recycle, sell or use the item to defray storage, handling and repair costs.

Before disposal, Asetos Computers will make reasonable efforts to contact the customer using the contact details provided at book-in.

Customers are responsible for ensuring that their contact details remain accurate and reachable.

8. Data, Privacy and Confidentiality Policy for Repairs

Asetos Computers respects customer privacy.

Asetos Computers will not intentionally access, copy, disclose or use customer data except where reasonably necessary for diagnosis, backup, recovery, testing, repair, quality control or customer-approved work.

Customers should remove private, sensitive or confidential information before booking in a device where possible.

Where data recovery, backup or operating-system work is requested, the customer authorises Asetos Computers to access the relevant storage device only to the extent reasonably required to perform the service.

Asetos Computers is not responsible for illegal, infringing or unauthorised content stored on customer devices.

9. Limitation of Liability

To the maximum extent permitted by law, Asetos Computers is not liable for:

• indirect loss;
• loss of profit;
• loss of income;
• business interruption;
• loss of opportunity;
• loss of data;
• loss caused by customer failure to back up data;
• loss caused by missing passwords or recovery keys;
• software corruption;
• third-party courier delay;
• manufacturer warranty refusal;
• customer-supplied part failure;
• compatibility issues not confirmed in writing;
• pre-existing defects;
• hidden liquid damage;
• intermittent faults; or
• defects outside the approved repair scope.

This clause does not exclude liability for gross negligence, intentional misconduct, fraud, or any liability that cannot lawfully be excluded.

10. Complaints and Dispute Resolution

Customers must first contact Asetos Computers and give Asetos Computers a reasonable opportunity to resolve the issue.

Complaints may be sent to:

Email: info@asetos.co.za / sales@asetos.co.za
Telephone: 011 057 5709
Address: Shop G15, The Zone @ Rosebank, 177 Oxford Road, Rosebank, Johannesburg, 2196

If the matter cannot be resolved directly, the customer may refer the matter to the Consumer Goods and Services Ombud, the National Consumer Commission, a court, or any other forum with jurisdiction.

11. General Terms

Asetos Computers may update these policies from time to time.

The policy applicable to a transaction is the policy in force at the time of purchase, repair booking, quote approval or order confirmation, unless the law requires otherwise.

If any clause is found to be invalid or unenforceable, the remaining clauses will continue to apply.

These policies are governed by the laws of South Africa.

12. Short Checkout / Invoice Notice

By placing an order, booking in a device, approving a repair, arranging collection or accepting delivery, the customer confirms that they have read and accepted Asetos Computers’ payment, warranty, shipping, returns and repair policies.

Important repair notice: Asetos Computers is an independent repairer and not an authorised repair centre for major manufacturers. Customers must back up data, keep passwords and BitLocker keys available, remove accessories, and approve repairs in writing before work begins.