Returns, Refunds and Exchange Policy

1.1 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.

1.2 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.

1.3 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.

1.4 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.

1.5 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.

1.6 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.

1.7 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.