Returns & Refund Policy

• Products that are defective or faulty;
• Products that are damaged before or during delivery;
• Products that are materially different from what was ordered;
• Incorrect products supplied by Smart Phones Online; and
• Eligible non-defective returns made within the applicable return period (7 days of purchase), subject to the conditions set out below.

• Non-Defective Returns

  For eligible products, customers may request a return within 7 calendar days of receiving the product, provided that the product meets the return conditions in this policy.

  The return period starts on the date the product is delivered to the customer or collected by the customer.

  Defective or Faulty Products

  If your smartphone develops a defect or arrives defective, please contact us as soon as reasonably possible after discovering the problem.

  Defective products may be handled in accordance with the customer’s rights under the Consumer Protection Act and applicable manufacturer warranties.

  Where appropriate, Smart Phones Online may arrange for:

  • Repair;
  • Replacement;
  • Exchange; or
  • Refund.

  The appropriate remedy will depend on the nature of the defect, the circumstances of the return and applicable law.

We understand that sometimes a customer may change their mind after purchasing a product.

Where a non-defective return is permitted, the product must be returned within the applicable return period and must meet the required condition outlined below.

For smartphones, we strongly recommend that customers carefully check the model, colour, storage capacity and specifications before completing their purchase.

Where a return is permitted because of a change of mind, the customer may be responsible for reasonable return delivery costs unless applicable law requires otherwise.

To qualify for a non-defective return, the product should:

• Be returned within the applicable return period;
• Be in substantially the same condition in which it was received;
• Include the original packaging where reasonably possible;
• Include all accessories supplied with the product;
• Include charging equipment and other items supplied with the product;
• Include manuals and documentation supplied with the product;
• Include the original proof of purchase or order details; and
• Not have been intentionally damaged, modified or tampered with.

For smartphones, the device must also be returned without an unauthorised modification, repair or alteration.

Because smartphones are electronic devices, customers must take reasonable care of the product while it is in their possession.

Before returning a smartphone, the customer must:

1. Back up their personal information;
2. Remove their SIM card;
3. Remove memory cards where applicable;
4. Sign out of their Apple ID, Google account and other personal accounts;
5. Disable device tracking features such as Find My iPhone/Find My Device where applicable;
6. Remove passwords, PINs and biometric locks;
7. Perform a factory reset where appropriate; and
8. Remove all personal information from the device.

Smart Phones Online cannot be responsible for personal information left on a returned device.

Customers remain responsible for ensuring that any activation locks or account locks associated with their personal accounts have been removed.

If your device arrives damaged, faulty or defective, please contact Smart Phones Online as soon as possible.

Please provide:

• Your order number;
• Customer name;
• Contact details;
• Description of the problem;
• Photographs or video showing the problem where applicable; and
• Photographs of the packaging where the product appears to have been damaged during delivery.

We may request additional information or arrange an inspection or diagnostic assessment before determining the appropriate remedy.

A device that is reported as defective may need to be assessed by Smart Phones Online, an authorised repair centre or the applicable manufacturer.

Physical damage that is caused after delivery may not qualify as a manufacturing defect.

Examples may include:

• Cracked screens;
• Broken displays;
• Liquid damage;
• Bent or damaged frames;
• Damage caused by dropping the device;
• Damage caused by improper use;
• Damage caused by unauthorised repairs;
• Damage caused by electrical accessories or chargers that are incompatible with the device; or
• Intentional or negligent damage.

If Smart Phones Online sends you the wrong product, please contact us immediately.

Where we confirm that an incorrect product was supplied, we will provide instructions for returning the product and arrange an appropriate remedy.

Depending on the circumstances, this may include:

• Replacement with the correct product;
• Exchange; or
• Refund.

If an item appears to be missing from your delivery, please notify us as soon as possible.

We may investigate the order, warehouse records and delivery information before determining the appropriate resolution.

To request a return, contact Smart Phones Online using the contact details published on our website.

Your return request should include:

Order Number:
Full Name:
Contact Number:
Email Address:
Product:
Reason for Return:
Date Received:
Preferred Resolution: Refund / Exchange / Repair

We will review the request and provide the next steps.

Where a return is approved, we will provide instructions regarding the return method.

The responsibility for return shipping depends on the reason for the return.

Defective, Incorrect or Damaged-on-Arrival Products

Where Smart Phones Online confirms that the product is defective, incorrectly supplied or damaged before or during delivery, Smart Phones Online will arrange or cover reasonable return delivery costs where required by applicable law or agreed as part of the return process.

Change-of-Mind Returns

Where a return is permitted solely because the customer has changed their mind, the customer may be responsible for reasonable return delivery costs.

The applicable return cost will be communicated to the customer before the return is processed.

Customers should not send products back using an unauthorised or uninsured delivery method.

Customers are responsible for safely packaging products that they return where the customer is arranging the return shipment.

We recommend using the original packaging where available and using a trackable delivery service.

Smart Phones Online is not responsible for loss or damage occurring during a customer-arranged return shipment where the loss or damage was not caused by Smart Phones Online.

All returned products may be inspected before a refund, replacement or exchange is finalised.

The inspection may include checking:

• IMEI number;
• Serial number;
• Device condition;
• Screen condition;
• Physical damage;
• Liquid damage indicators;
• Accessories;
• Packaging;
• Account locks;
• Activation locks;
• Device functionality; and
• Whether the returned item corresponds with the item originally supplied.

Where a product is returned in a condition materially different from the condition in which it was supplied, the return may be affected subject to applicable law.

Where a refund is approved, Smart Phones Online will process the refund using the applicable payment method or another lawful method agreed with the customer.

Refund processing times may depend on:

• The return inspection;
• The payment provider;
• Banking processing times; and
• The nature of the transaction.

Once Smart Phones Online has authorised the refund, customers should allow the applicable banking or payment provider processing period for the funds to reflect.

Smart Phones Online will process approved refunds as soon as reasonably practicable after the return has been assessed and the refund has been authorised.

The time taken for the funds to appear in the customer’s account may vary depending on the customer’s bank or payment provider.

Where a specific statutory refund period applies, Smart Phones Online will comply with the applicable legal requirement.

Where an exchange is approved and the requested replacement product is available, Smart Phones Online may arrange an exchange.

If the replacement product has a different selling price, any additional payment or refund will be handled according to the applicable transaction terms and consumer-law requirements.

If the requested replacement is unavailable, Smart Phones Online may offer an alternative remedy, including a refund where applicable.

Products purchased during promotions, sales or special offers remain subject to this Returns & Refund Policy unless a specific promotion clearly states otherwise.

Any promotional terms will be communicated to the customer before purchase.

Nothing in promotional terms removes rights that cannot lawfully be excluded under applicable South African consumer law.

Where a product was purchased as part of a bundle, all components of the bundle may need to be returned together where the return relates to the complete transaction.

Promotional gifts or complimentary items may also need to be returned where required by the applicable promotion or transaction terms.

Accordion Content

Accessories supplied with a smartphone should be returned together with the device where the return relates to the complete purchase.

This may include:

• Chargers;
• Cables;
• Cases;
• Earphones;
• Manuals;
• SIM-related accessories;
• Promotional accessories; and
• Other items supplied with the order.

Smart Phones Online Rent-to-Own transactions are subject to separate Rent-to-Own terms and conditions.

A Rent-to-Own device remains subject to the ownership and payment terms contained in the customer’s Rent-to-Own Agreement until all contractual obligations have been fulfilled.

A customer may not treat a Rent-to-Own device as an outright purchase for purposes of returning or transferring ownership unless permitted under the applicable agreement and law.

Where a Rent-to-Own agreement is terminated because of non-payment or another contractual breach, the device may be required to be returned in accordance with the agreement.

Any device-management, insurance, ownership, cancellation and settlement provisions applicable to Rent-to-Own transactions are governed by the customer’s specific agreement.

Certain products or situations may be excluded from voluntary non-defective returns where permitted by law.

Examples may include products that:

• Have been materially damaged by the customer;
• Have been modified or repaired without authorisation;
• Have been altered in a way that affects their original condition;
• Cannot be resold because of the customer’s actions;
• Are returned without required components;
• Have been reported as lost or stolen;
• Have been tampered with; or
• Are subject to a product-specific restriction that was clearly disclosed before purchase.

These exclusions do not override any rights a customer may have under applicable consumer protection legislation.

Smart Phones Online reserves the right to investigate returns where there are reasonable grounds to suspect:

• Fraud;
• Theft;
• Device substitution;
• IMEI manipulation;
• Serial number tampering;
• False damage claims;
• Repeated abusive returns;
• Unauthorised chargebacks; or
• Other unlawful activity.

Customers are encouraged to contact Smart Phones Online first to resolve payment or return disputes.

Unauthorised chargebacks may result in an investigation of the transaction and may delay resolution where appropriate.

Smart Phones Online respects applicable consumer rights under the Consumer Protection Act 68 of 2008 and other applicable South African legislation.

Where this policy conflicts with a mandatory consumer right, the applicable legal requirement will prevail.

This policy does not seek to exclude, restrict or waive any right that cannot lawfully be excluded, restricted or waived.

Before returning a smartphone, always:

• Back up your data;
• Remove your SIM card;
• Remove your memory card;
• Sign out of your Apple/Google account;
• Disable device tracking;
• Remove activation locks;
• Remove passwords and personal security settings; and
• Factory-reset the device where appropriate.

Smart Phones Online is not responsible for personal data that remains on a returned device.

Smart Phones Online may update this Returns & Refund Policy from time to time to reflect changes to our products, services, operational processes or applicable legal requirements.

The latest version published on this page will apply to purchases made after the effective date stated above, subject to applicable law.

For return, refund or exchange assistance, please contact Smart Phones Online using the current contact details displayed on our website.

When contacting us, please provide your order number so that we can locate your transaction quickly.

Website: https://smartphonesonline.co.za/

Customer Support: hi@smartphonesonline.co.za
073 252 5032