Introduction

1. This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

2. You may return any product that you bought from the Website or Phone Factory if: - you’ve changed your mind;

- you purchased the wrong item;

- the Phone Factory product is an unwanted gift;

- the Phone Factory products has a technical fault; or

- you have concerns about the quality of the product (the “Returned Product”).

Products that you purchased incorrectly or that are unwanted

This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

3. You can return an unwanted product to Phone Factory, provided:

- it is unopened, undamaged and unused, with the original labels and stickers still attached;

- save in relation to second-hand products sold at Phone Factory, the Returned Product is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);

- it is not missing any accessories or parts; and

- you return the product to the Store together with the invoice you received from the Store or you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.

4. Once we have inspected the Returned Product and validated your return form, we will credit your account with the purchase price of the product within 10-14 working days of the return being received at our warehouse or service centre.

5. You may also elect to exchange a Returned Product for another product (the “Exchange Product”) that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product.

5. If the packaging is in any way opened, damaged or tampered with, Phone Factory will charge you a handling fee of up to 20% (twenty percent) of the total purchase price of the Returned Product.

6. Unsealed software products, software subscriptions, electronic software downloads and electronic voucher downloads, gift cards and in-ear products may not be returned to Phone Factory and are not eligible for refunds.

7. All Returned Products are subject to inspection by the Phone Factory prior to a refund or an exchange.

8. Products will not be refunded or exchanged due to incompatibility. Please check compatibility information before placing an order.

9. Software products cannot be exchanged or refunded.

10. A 20% handling fee will be charged on opened / used purchases. A courier collection fee of R100.00 may be charged on refunds and exchanges. Phone Factory will process the refund within 10-14 working days after you cancel your agreement with Phone Factory or if Phone Factory receives the returned product.

Faulty Products

All Phone Factory pre-owned products are covered by a Phone Factory 90-day warranty.

General

To process a return, refund or exchange please send an email to hello@phonefactory.co.za with your request and we will advise of the steps that you will need to follow.

Return Fees Summary:

Returns Fees Demo & Pre-owned Devices:

Non Faulty Returned within 7 days / Paid via EFT - 0% Fee

Non Faulty Returned within 7 days / Paid via Card or Online Store - 2.5% Fee

Non Faulty Returned after 7 days / Paid via EFT - 5% Fee

Non Faulty Returned after 7 days / Paid via Card or Online Store - 7.5% Fee

Faulty Device Returned within 7 days / Paid via EFT - 0% Fee (Can Exchange)

Faulty Device Returned within 7 days / Paid via Card - 0% Fee (Can Exchange)

Faulty Device Returned within 7 days / Paid via Online Store - 0% Fee (Can Exchange)

Faulty Device Returned after 7 days - Warranty Only