Return 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. Return authorisation

All returns must first be reported to Asetos Computers.

Customers must provide the order number, invoice number, product serial number, reason for return, photos where needed, and a clear description of the issue.

Items returned without approval may be delayed or rejected.

2. Inspection before refund

Every returned item will be inspected and tested before any refund, exchange, repair or credit is approved.

Asetos Computers may check serial numbers, security seals, product condition, battery health, storage health, operating-system state, packaging, accessories and signs of customer use or damage.

3. Change-of-mind returns

Change-of-mind returns are only accepted where required by law or approved by Asetos Computers in writing.

After the applicable cooling-off period has expired, Asetos Computers does not accept change-of-mind returns.

A refund will not be granted simply because the customer no longer wants the item, ordered the wrong item, found a cheaper item elsewhere, expected different performance, failed to check compatibility, or used the item for a temporary purpose.

4. Defective products

If a product is reported as defective, it must be returned to Asetos Computers for testing.

If the fault is confirmed and covered by warranty or law, Asetos Computers will deal with the claim in line with the Warranty Policy and applicable South African law.

Where the law permits, Asetos Computers' first remedy is repair. If repair is not possible or fails, we may replace the item with the same or a similar item. A refund is considered only where repair and replacement are not possible, have failed, or where the law requires a refund.

5. No fault found

If an item is returned as defective but tests as fully operational, the return may be rejected.

The customer may be liable for reasonable testing, handling, return courier, storage or administration costs.

6. Condition of returned goods

Returned items must be complete and must include all packaging, chargers, accessories, manuals, labels, serial-number stickers and security seals.

Refurbished computers must be returned free of customer data, passwords, BIOS locks, BitLocker locks, Microsoft account locks, Google account locks, Apple ID locks, domain enrolment, MDM profiles and unauthorised software.

7. Deductions from refunds

Where a refund is approved and the law allows deductions, Asetos Computers may deduct reasonable amounts for use, damage, missing accessories, missing packaging, missing chargers, restoration, testing, cleaning, reinstallation, payment charges, courier costs, or loss of resale value.

No deduction will be made where the law does not allow one.

8. Refund period

All refunds, regardless of any cooling-off period or other approved refunds, are processed within 30 days of the refund being approved.

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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 Return 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.