Repair Policy

These policies are drafted for Asetos Computers' website, online shop, repair intake process, invoices and customer communications. They are intended to be read together. Nothing in these policies removes any consumer right that cannot be excluded under South African law.

1. Independent repair business

Asetos Computers is an independent repair business. We are not an authorised repair centre for Apple, HP, Dell, Asus, Samsung, Huawei or any other major manufacturer unless expressly stated in writing.

If your device is still under manufacturer warranty, you should first consult the supplier, vendor or authorised repair centre. Asetos Computers is not liable if assessment, opening or repair affects or voids a manufacturer warranty.

2. Book-in process

When a device is booked in, we will record the reported fault, visible condition, accessories received, customer details and repair ticket information.

The customer must ensure that a repair ticket is issued. Devices should not be left without a proper book-in record.

3. Assessment and quotation

Asetos Computers may charge an assessment or diagnostic fee. The current standard assessment fee is R345 unless otherwise stated.

If a repair is quoted and the customer accepts the quote, the assessment fee may be waived or included in the repair price.

If a reasonable repair quote is rejected, an assessment fee may be payable.

4. Written approval before repair

Repair work will only start after the customer approves the repair in writing, including by WhatsApp, email, signed form or another recorded method.

If extra faults are discovered, we will request further approval before doing extra chargeable work.

5. Scope of repair

We repair only the fault reported, diagnosed and approved.

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

Unrelated faults, hidden faults, liquid-damage faults and intermittent faults are not automatically covered.

6. Data and backup

Customers must back up their data before booking in any device.

If your data is important, ask for backup or data recovery services before repair begins. Fees may apply.

Asetos Computers is not liable for data loss, corrupted data, failed drives, deleted files, encrypted drives, operating-system issues or missing recovery keys, except where the law does not allow such liability to be excluded.

7. BitLocker, passwords and accounts

Most hardware repairs may trigger a BitLocker recovery key prompt.

Customers must keep BitLocker keys, passwords, PINs, BIOS passwords, Microsoft account details, Apple ID details, Google account details and other access credentials available.

Asetos Computers cannot recover a BitLocker key on your behalf.

8. Accessories

Customers must remove bags, cases, chargers, USB dongles, SIM cards, memory cards, external drives, adapters and other accessories before handing in a device, unless Asetos Computers specifically asks for them.

Asetos Computers is not responsible for accessories that are not recorded on the intake form.

9. Physically damaged devices

Devices with broken covers, cracked screens, damaged hinges, missing screws, brittle plastics, liquid damage or previous repair damage may worsen during disassembly.

Asetos Computers will take reasonable care, but we may not always be able to return a physically damaged or fragile device in the exact condition received after inspection or disassembly.

10. Repair methods

We will explain the fault and the repair requirement in reasonable terms.

We are not required to disclose detailed repair methods, supplier sources, board-level techniques or trade-secret repair processes.

11. Repair warranty

Repair work carries a 3-month warranty on the specific repaired fault, installed part and related labour, unless a longer period is stated in writing.

This warranty does not cover misuse, abuse, liquid damage, power surge, physical damage, software problems, unrelated faults, ordinary wear and tear, or customer-supplied parts.

12. Collection and abandoned devices

Customers must collect devices promptly after being notified of the repair outcome.

Devices are stored at our premises for up to 30 days after notification. After 30 days, the device may be moved to storage at the customer's risk and cost.

If a device remains uncollected for 60 days after being moved to storage, Asetos Computers may treat it as abandoned and may dispose of, recycle or sell it to recover repair, handling, storage or administration costs, after reasonable attempts to contact the customer.

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Cooling-Off Policy (Online Purchases)

The following cooling-off terms apply to qualifying online purchases and are read together with this Repair Policy.

Online purchases only

This Cooling-Off Policy applies only to qualifying online purchases.

It does not apply to in-store purchases, unless required by law.

7-day online cooling-off period

Where the statutory online cooling-off right applies, the customer may cancel the online purchase within 7 days after receiving the goods.

The customer must notify Asetos Computers within the 7-day period.

Inspection only

The cooling-off period allows the customer to inspect the item. It is not a trial-use, rental, temporary-use or 'use and return' policy.

For refurbished computers, the customer may power on the device to confirm the model, specifications and basic working condition.

The device must not be used as a working computer, loaded with customer data, password-locked, BIOS-locked, BitLocker-locked, account-locked, domain-joined, MDM-enrolled, upgraded, opened, modified, damaged, scratched, disassembled or returned incomplete.

Condition of cooling-off returns

To qualify for a cooling-off return, the item must be returned in the same condition supplied, with all packaging, chargers, accessories, labels, serial-number stickers and security seals intact.

Returned items will be inspected before refund.

Exclusions

Cooling-off returns do not apply to in-store purchases, custom-configured devices, upgraded devices, special-order items, personalised items, installed parts, unsealed software, digital goods where applicable, items altered at the customer's request, items disassembled, installed or physically changed after delivery, or any item excluded by law.

Return cost

For valid cooling-off returns, the customer is responsible for the direct cost and risk of returning the goods, unless the item was defective or incorrectly supplied.

Refund period

Approved cooling-off refunds will be processed within 30 days of lawful cancellation.

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

Abuse prevention

Asetos Computers records serial numbers, specifications, cosmetic condition, battery health, storage health, accessories, packaging and security seals before dispatch where appropriate.

Returns that show use beyond reasonable inspection may be rejected or treated according to the Return Policy, Warranty Policy and applicable law.